How happy are you with what they have delivered so far?
I am happy with the folks at Concentrix. I would not say the same for the Sugar platform in the end; it was our first step. Now that we are a bit further into it, we understand the capabilities of Sugar better, and we are evaluating other opportunities.
What are the main pain points or the reasons for not being satisfied with Sugar?
I found Sugar’s reporting to be very limiting. In Microsoft Dynamics, you can link a spreadsheet directly to the database system and quickly flush information out of it. The reporting in Sugar is very limiting in terms of the types of reports that it allows you to run from a canned perspective, without moving into custom code. That was one issue. I found the mobile usability and interface for Sugar was significantly less useful than what was purported by Sugar, not by Concentrix. For example, I found the mobile app to be archaic and clunky in many ways. As we worked with Concentrix to build that out to mirror what we had in the online or Internet-facing instance, it did not give us what we were looking for. Those are the two major issues when it comes to Sugar.
When working with Concentrix, what do you find to be unique compared to other IT consultants that you have worked with?
I have not had enough experience to be able to draw a good distinction between them and other consultants in that space. I am definitely pleased with their team’s willingness to ask questions, learn about our business model, and make an effort. For someone like me without a strong IT background, they asked questions that were geared toward understanding where this might go several months or years down the line. Their questions were not shortsighted. They asked good questions, and they helped me circumvent some of the challenges that I might have otherwise experienced, not knowing more about the system and how the buildout can work.
Is there anything you would do differently or think that Concentrix could improve upon?
One of the challenges is being available on the back end of the project. We had a service agreement in place with Concentrix that brought us to the point of implementation and in the near-term thereafter. The handholding did not stop right when we went live, because that is a critical point. I believe they could improve upon following up after the fact and making sure that everyone’s needs are met. The systems work in the way you need it to. I would like to see a troubleshooting effort in which we feed them some data, and they test that data to ensure that the system is working the way it should.