Certinia PS Cloud vs. Datto Autotask PSA

Simplification of multiple operations within the business and easy scheduling and task management through FinancialForce PSA is effective and easy tracking multiple previous project activities is easy. Automation tools stability is good, and flexibility on services production and even the connection of customers with services providers is amazing and the development life cycle management is incredible.

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.

Incentivized

• Simplicity. I never felt like the system was too complicated to figure out, even as I was just starting out using it.
• Efficient. I like how easy is it to get through the entire process and see all of the data in an easy to read manner. It's good for the company to be able to organize its expense data using the product.
• Fast. I was able to complete my expense reports fast and pain-free.

Incentivized

• AutoTask allows for us to receive and work support tickets very easily. We've setup various 'Issue Types' that in turn are bound to SLAs ensuring that items are worked appropriately as they are received.
• The automation that AutoTask allows for with regards to various emails/requests coming through has been great. It allows for us to not have to constantly "watch the queue" as when a critical item arrives the appropriate persons are notified and can work it.
• I feel that the management of AutoTask for both user setup, and various automations is done well. We're able to copy settings as needed, and create templates for multiple items.

Incentivized

• The only part of FinancialForce that is very frustrating, is that we are unable to edit an invoice after it has been posted. The invoice is permanent and any small error can't be fixed, which means I have to create another invoice. Because of this, we have multiple "discarded" invoices in the system--forever!

Incentivized

• The GUI is a little dated.
• Some integrations are limited for not being a Datto product.
• While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
• Email processing could offer more options for parsing keywords and allow for more automation.
• The mobile app is just not worth using in my experience.

Incentivized

There is another PSA software program that we have been looking into (DreamFactory) that could potentially replace FinancialForce PSA in our organization. Like FinancialForce PSA, it is cloud based on the force.com platform. Licensing is slightly less than FinancialForce PSA, and the Resource Management tool is far superior to FinancialForce PSA. With that said, our renewal falls in Q4 2014 and I don't foresee us implementing a new system this fiscal year.

After using multiple products on the market, Autotask was intuitive and easy to manage.

Incentivized

From my standpoint, FinancialForce PSA is relatively easy to use. As a System Administrator, I am able to maneuver around the software with ease. As a user of FinancialForce PSA, I am able to input my timecards and expense reports without any issues. I have received very positive and very negative feedback about using FinancialForce PSA, however, from users in other functional roles in my organization.

Datto Autotask PSA is a full featured product that can do almost anything you need. There is a significant learning curve to get started which requires several hours spent in product training. Additionally, several hours / days are needed to get clients imported, contracts configured, and integrations implemented. Once the setup and user training is complete, the product is very functional, but it's imperative to not get overwhelmed when starting out.

Incentivized

We have maybe had 1-2 outages over 3 years.

Most of the time it is fine. There are peak periods of usage where performance noticably slows down (i.e., Monday mornings when time is due and many reports are being run)

Every time I submit a new help request, whether it's an actual help request or just a question about FinancialForce PSA, I always feel that I'm receiving world class support. The support we receive from FinancialForce PSA is always very detailed and professional. There are some requests that take longer than other for the initial response, which is why I did not give a full 10.

They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.

Incentivized

It was fine.

Appirio did a good job, however, the user team didn’t know enough to make all the right configuration/customization choices. The team focused too much on replicating existing processes vs. reengineering them. In hindsight we should have had deep dive reviews at key milestones and enforced more focus on how the software would operate. We didn’t have access to true best practices expertise. In hindsight, a consultant from the outside would have been helpful to drive this.

PSA comes with a lot more data and reporting capabilities than were available at the time we switched from BigTime IQ. You get more features and functions with PSA, but the user interface is much much more difficult than BigTime. It was a fairly big trade-off to get more data and increase user accountability vs. a clean and simple tool that was easy to understand and use.

Incentivized

The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.

Incentivized

• We are a boutique consulting company and having FF PSA has allowed us to concentrate on the pre-sales side of business instead of being mired in the admin of projects and people.
• There is some redundancy for our consultants in managing Project Tasks and timecards, however, this is more based on our business process than the product.
• As a Managing Partner I love the 360 view of our business we get with SF and FF PSA.

Incentivized

• We were able to identify the profitability of our entire client base.
• We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
• Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
• Autotask is the heartbeat of our operation.

Incentivized