Parature (Discontinued) vs. Pipedrive

Parature earns a "7" on my rating scale because it fits the bill for a ticketing solution. While it is not the most powerful utility I have come across, it is fairly user friendly and gets the job done. There is quite a bit of room for customizing the interface, but it comes with a learning curve. A score of "7" reflects what I would tell anyone who is looking for feedback on this application; it's better than a majority of the market share, but still has room to grow!

Incentivized

Pipedrive's lead management features are top-notch, particularly the ability to automate email correspondence and receive alerts when necessary. It has an excellent pipeline, opportunity management, and sales automation without coding: —Exceptional cost-effectiveness. —User-friendliness. —Usability. —Top-notch search filter. However, its speed could be increased because adding new actions requires numerous taps and swipes.

Incentivized

• Syncs all support emails into cases that can the be prioritized, monitored, and tracked.
• Provides easy canned responses to common support questions helping save time.
• Provides live chat.

Incentivized

• Great visual visibility of the funnel plus easy to drag the deals across the stages
• The email integration that collects all relevant communication (also through the possibility of adding a deal-specific Pipedrive address on BCC)
• The integration with Pandadoc, which we use a lot, so that Pipedrive keeps a really handy overview of the documents we have sent out / which have been signed

• Implementation- I think they have worked on improving this since we launched
• Custom requests
• Perhaps an interface with other business systems

Incentivized

• Showing the customers name on the pipeline page. Right now I can only get it to show the brand name twice. I wish it would replace the second brand name with the main point of contact.
• Better reporting tools. Their reporting tools are not easy to pick up. I've spent time trying to figure it out and it isn't something I can pick up on quickly.
• Better training options. I wish I had a personal trainer to walk me through the best way to use Pipedrive so I can get the most out of it.

Incentivized

We left Parature for Salesforce Service Cloud. While Parature was functional, as our business matured we needed better support, more stability, and a lot more features. In addition, it integrated with our sales, marketing, and finance department, allowing us to all use a single solution and be able to share information across departments.

Incentivized

Unless I find something better...

It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.

Incentivized

There is a learning curve that caused a slow adoption but overall the UI looks great and the support is helpful when there is an issue that you need to be addressed. The marketplace integrations (developed by Pipedrive) could definitely use some work as they're not as seamless as we'd hoped for!

Incentivized

They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.

Incentivized

Nothing ever seemed to get resolved

Incentivized

Between quick video tutorials and having very quick feedback from their support teams, it is one of the main reasons I would recommend Pipedrive. It is critical, especially when setting up the platform to meet your companies needs, that a solid support team like Pipedrive has is there to make the transition easier.

Incentivized

Experiment is the only way to start

Before choosing Parature we reviewed many of the currently available solutions before building our short list of Parature, SugarCRM, Zendesk, Salesforce, and NetSuite. In the end, the licensing models for Salesforce and Netsuite eliminated them from consideration. The SugarCRM solution was our current solution, and didn't appear to be a key area of focus for Sugar (though we continue to use SugarCRM for everything except the Ticketing feature). Zendesk lacked the Download Module feature which is a critical element of our deployment. In the end, it was Parature that addressed all of the needs we identified and did so in a single, hosted solution. It was also one of the least expensive to deploy and maintain.

Incentivized

The reporting tools with Pipedrive are immensely more advanced and customizable than Clio Grow. We are able to adjust and tweak the reports to make sense for our firm specifically whereas with Clio Grow, you were sort of stuck with the default reports. Pipedrive beats Clio Grow hands down.

Incentivized

• Positive: everything is housed in one place, we are paperless and we are efficient.
• Negative: the bugs of this product make the above equally as frustrating. Also, some people don't use it correctly and going back and fixing their mistake is time-consuming. The reporting feature are also pretty flawed.

Incentivized

• Great on setup which made our work easier and less technically equipped people can manage a lot of things(compared to SalesForce where you need to hire a developer to set it up)
• We were able to integrate our calling system easily and get things going on the lead calling aspect.
• Great multipipeline option where we were able to manage both organisations under one roof.

Incentivized