RMM integration (http://www.tigerpawsoftware.com/products/Service/Managed_Services.aspx)
Tigerpaw CRM Hot
Average user rating from: 11 user(s)
Abandoning ship. - Don't waste the money.
After a few years of trying to make Tigerpaw fit our business (We are a pretty vanilla IT MSP), we have finally abandoned it and have successfully migrated to one of the other "Big 3". - It was a "Wise" decision...
Tigerpaw is a fairly clunky, non-intuitive, half developed package. Some examples, there are setup menus for certain items, but a link to the master tables in the database for setting everything else up. Which Items you can setup via a module, and which require editing of the master database tables seem fairly random.
When you are committed to a task in Tigerpaw and realize part way through that you need to add or change something, typically you have to browse all the way out of what you were working in and navigate through several levels to get to what needs to be changed before returning to your original activity. The whole experience adds up to be clunky and time consuming. The order of operations is very rigid to the point where you end up only half utilizing the product as it is just too time consuming to deploy it fully. It is not a flexible product.
Other baffling items - If you are attempting to view the financial setup for a company - there are no obvious menus or setup tables to view. Eventually you will discover a tiny icon that, upon closer inspection after a call to support, is supposed to be a banker's lamp. There is your financial setup for that company. Overall it has a very poor design from the human interface side.
And the bugs. Get used to working around software bugs and waiting months for fixes.
All of our users are extremely happy with the change. Comments like "SO much better than Tigerpaw" and "Thank god we are done with Tigerpaw" are frequent.
We spent an awful lot of cash to learn this lesson. If you are considering Tigerpaw - stop.
As an aside. Several of the staff we used to deal with at Tigerpaw are now employees of the company we moved to.. I guess we aren't the only ones abandoning ship with Tigerpaw.
Moving to a different product!
While I don't agree with the entirety of reviews here, the negative reviews are far more consistent with my experience than with the positive reviews. The positive reviews sound scripted, and the one from "Randy Wear" is obviously slanted because there aren't "several PSA's" to choose from in this industry. There are 3, period.
In my opinion, Tigerpaw support is great. It's a handful of men and women who seem to know the answer to most issues most of the time. However, if the problem is escalated you are likely to not hear anything on it for weeks or months.
The biggest problem with this company is poor leadership. The product is feature rich, but a lot of those features are so rigid that they are not useful. Bugs have been a serious problem for me. Tigerpaw regularly releases major upgrades (along with additional bugs) to the product, but they have NO hotfix feature. This means when there is a bug, sometimes CRITICAL bugs, it takes months to fix. There has been more than one occasion now that I have improperly billed my customers due to critical bugs. It took them months to fix, and one has still not been fixed. These are CRITICAL bugs, hands down show stoppers. If you don't monitor everything Tigerpaw does be prepared to look like an idiot to your clients and improperly bill hundreds or thousands of dollars.
They continue to add new features, and bugs, while ignoring problems and features the tigerpaw community has been asking (through their barely used user forum) for literally years.
My experience with people of the organization has been positive. The people are nice, and they do seem to be concerned. They are quick to try to appease the disgruntled, but at the same time it all turns out to be empty promises. Nothing changes. I've been using Tigerpaw for 2 years now to run my managed services and repair shop and I'm just fed up with it. Its expensive and will be a huge investment thrown down the drain, but having used Autotask already and not being happy with it, I will be starting Connectwise trials asap in hopes of moving to that product.
Overall, Tigerpaw has the potential to be an excellent product, but it appears the continued lack of leadership will stifle this product for the foreseeable future.
Don't Spend The Money
We invested thousands - bad support - sales staff are helpful and follow-thru well - but support has issues - and the product has proven unstable for us. It works for awhile - then just starts falling apart. 5 separate installations. I finally threw in the towel. It is awful
Tigerpaw Software is the biggest mistake we have ever made. Two revisions and 4 patches later it still stinks. Error after error. The technical support department is too busy patching problems to worry about implementation. If you choose this software, be prepared to spend thousands to get it working. If it doesn't work, it is probably your fault because it couldn't be a problem with their software.
Outstanding company & product
I've used Tigerpaw for close to 10 years now. Tigerpaw offers the best support of any software company I've worked with in the 35 years I've been in the technology business, and that includes working with the software vendors that our clients used.
We've seen continuous significant enhancements made to the product, that keep allowing us to run our business better, be more knowledgeable, make better decisions, serve our clients better, and have an earier time in this rocky road of applying and supporting technology. I've used other PSA's and there are good and bad choices, but unquestionably, Tigerpaw has offered the best product / function / support / company set - regardless of the price paid (unless you spend millions).
The breadth and depth of the product really makes a difference in helping my business & employees.
They actively listen to and ask for feedback from clients. The really want to help support and improve our business.
Every software product has some bugs - I've seen some big ones with competitors - but nothing major with Tigerpaw over all the years. And they are fast to own up and fix them; in fact they love it when we find them. Overall, I'd say their quality assurance has been very good and with a real commitment and further improvement over the last 2 years.
All PSA tools have a learning and implementation curve. The better the product is and the more comprehensive, as well as how extensively a firm wants to use the product, will impact the time and effort it takes. I found Tigerpaw to do a very good job with helping that process - I've experienced this with multiple firms that I've worked with. Their staff, webinars, knowledge university, tutorials, documents, starter data set - excellend. And they have people dedicated to the implementation, both inside and out.
I don't know where others had trouble with that unless they didn't ask for help, didn't involve themselves with the resources or had strange expectations. Those would lead to disaster or trouble with any product.
I have worked with several PSA's and none offered the resources and effective assistance that I've seen Tigerpaw do for us and for many other companies that I've observed.
It just keeps getting better. A great choice, that I've made several times (different companies) and never regretted.
Tigerpaw is a great product. A CRM and PSA all in one. Right now we are running the latest release V12.1.08 and it runs great. Admittedly there were some bugs in V11, but those have been ironed out. We are happy with the product now and where it is heading. Tigerpaw provide good support and their university and resource materials are improving all the time.
This is not an "install and use in 1 day" application. It requires planning around the installation and like all PSA tools requires assistance from the vendor or a partner for the best results. Tigerpaw do provide all the resources to undertake a self-implementation, but if you dont dedicate resources to this task the implementation will go awry. This is no different to any other solution of this kind.
This software offers no support in setting it up unless you attend one of their conferences and pay a few thousand more dollars for the training. We pay a monthly maintance fee that is supposed to cover support, but they do not and have not given us any support in 3 years. We have asked several times for assistance, but are never given it. The software is not very easy to use or navigate, has several bugs, and is not something I would recommend.
Avoid at all costs
As a company our experience of Tigerpaw software has been abysmal.
There were problems from the beginning. The biggest problem is the software itself; at 700mb for the client, it is bloated. It runs very slowly, and appears clunky most of the time.
On all of our machines the software crashed regularly, but the automatic emails to support with the diagnostic information never got responded to without being chased.
Secondly the technical support is abysmal. The people on the phone rarely have an answer to anything beyond the most basic "how to" type questions. Escalated queries get forgotten about.
Overall, I wouldn't even bother. Their sales staff offer a money-back guarantee, which is verbal and totally worthless.
Best CRM product with MSP Integration
We have been using Tigerpaw since 2002. It is hands down the best CRM/PSA software on the market for Managed Services Providers. Tigerpaw has many excellent features: First and foremost it is an excellent architecture because it Flexible enough to be customized for nearly any MSP function, Scalable enough to handle growth in your company, Performance is optimized so it runs very quickly, and we have never experienced any problems with Reliability (Accuracy). However, out of all of the architecture attributes, Availability is the perhaps the strongest attribute of Tigerpaw. In 8 years of use, we have NEVER had a significant support issue. In fact, 99% of the calls we make to tech support are training questions when we ask "how to?”
Secondly, Tigerpaw is simply powerful. With its Master Tables and Custom Fields and Folders, a novice user can easily customize Tigerpaw to achieve nearly any conceivable task. We absolutely love the ability to control the product and customize it to our needs.
Thirdly, Tigerpaw has a wide variety of "connectors" and interfaces including a 2 way interface with Kaseya and at least one other MSP platform. Other connectors include an email connector, a manual and automatic QuickBooks interface and other accounting interfaces, and an Exchange connector. The Kaseya interface is very effective and significantly improves our ability to provide managed services to our clients.
Finally, Tigerpaw is the BEST CRM product on the market because of the team that supports it. The entire Tigerpaw team from sales, to service, to development to executive leadership are all easily accessible and are all committed to providing their customers with a world class product and a world class service. Incredibly enough, they still maintain their own in-house technical support team, usually with less than a 15 minute wait time when you call in. Management is involved in a Client Advisory Group that routinely communicates with everyday users and incorporates their feedback into the product.
We recommend Tigerpaw CRM+ over any other PSA/CRM software on the market!
Tigerpaw integration with Kaseya
We have been using Tigerpaw Software for just over a year. In our experience with this product, there are some shortcomings as one would expect with any commercial product; however, we have found that wherever Tigerpaw may be too generic, they make up for it in their outstanding support, both with their product and interacting with other products such as Kaseya and Exchange (there is an optional component for Quickbooks, but we are not using it).
When we started reviewing PSA tools, some were too expensive, some were too complicated and some were, to put it mildly, too bad. It was during a boot camp that we saw the product demonstrated. It's capabilities within the CRM context and its interactions with multiple products made it attractive. We were in need of a product that enabled us to track contracts and agreements, monitored products and contacts--Tigerpaw did all of that and then some. The most impressive part of the product though was not the software itself, but the technical support. These people live Customer Service and clearly grasp the immediacy of a support call. I have been in the industry for over twenty years and the level of support delivered by Tigerpaw Software has been either THE BEST or a close runner up.
Just as with any integrated program, there will be items that are sorely missed and some which appear superfluous. The folks at Tigerpaw have created a Client Advisory Group that has its act together and really tackles many of the workflow issues. The insights shared by the users have truly enhanced the product. Besides a powerful product, we believe that the Tigerpaw Software work ethic has been successfully handed down from the founder through the staff. One senses that these folks are just like us--technical with a drive to improve the way work is done. As an automation tool, the product CRM+ is powerful, but conjoined with the support, it's awesome.