C2 ATOM Reviews & Product Details


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"C2 Atom"

What do you like best?

The application is fully web based, no more fat client like it's predecessor and it is interfaced with SQL Server which allows to easily create reports with SSRS.

What do you dislike?

When applying updates, the whole IIS folder gets replaced, that prevents us from adding coding to better suite our needs. This product is a one size fits all, this isn't always a good fit for us.

Recommendations to others considering the product:

If you don't have special needs, it's a product to consider.

What problems are you solving with the product? What benefits have you realized?

We are currently in the pre-migration phase, but all our changes, incidents, problems, projects and requests are managed with this product. The CMDB is also a strong asset, allowing to create relations between CIs.

What is C2 ATOM?

C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching your ultimate automation potential and operating best-in-class ticketing. Beyond IT, C2 delivers powerful and flexible enterprise service management solutions for either On-Premise or Cloud installation, putting IT as a real partner for business. Intuitive configuration and fast onboarding facilitates software transition without touching a single line of code or living in fear of the next upgrade. This intuitive web-based solution generates better time response, time resolution, allowing your teams to collaborate and provide great service for your clients. This integrated system also allows organizations to scale up using cross-departments service catalogs and enable self-service portal to reduce agents’ workload. C2 ATOM also supports asset management, tracking and measuring with relationships and impact analysis. C2 helps your organization modernize ITSM tools and practice to provide extraordinary IT services.

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C2 ATOM Profile Details

C2 ATOM Profile Details

Provided by:

Provided by:
Benoit Lévesque
Helping service desk teams reach their automation potential | Marketing Manager at C2 Enterprise

Website
www.c2enterprise.com
Related Links
Q&A
Languages Supported
English, French
Vendor
C2 Enterprise
Company Website
Year Founded
2008
HQ Location
Quebec, Canada
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
17
Twitter
@C2entreprise
Twitter Followers
251
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C2 ATOM Reviews

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Team Manager
Construction
Mid-Market
(201-500 employees)
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"Is very flexible and fully customizable"

What do you like best?

One of my favorite features is that it allows me to focus specifically on one task to present and be updated of the other following tasks. Its installation is really easy.

What do you dislike?

Some of my employees have a bit of difficulty activating the software to activate all its functions completely which may be due to the power of the computer should improve that aspect for not so powerful computers.

Recommendations to others considering the product:

I would recommend this tool with pleasure to other companies that need these specific characteristics since the performance of their work is very good and the performance is better than expected due to its excellent price.

What problems are you solving with the product? What benefits have you realized?

This tool has helped us a lot in our company since since we installed it, it is part of our integration team and we have had the follow-up of assets and files to execute in a corresponding way with better schedules and excellent characteristics. The support is very useful and fast as a system helps us understand and distribute better everything in the company, earning time to perform more tasks.

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Manager, Help desk and Quality Assurance
Wholesale
Mid-Market
(501-1000 employees)
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"Great adaptable and powerful tool"

What do you like best?

It is possible to track data for all services our company can offer internally. It is possible to automate many processes within the application and also create API to link the application with outside source system. Most of our departments will use C2 Atom in a near future. CMDB is another great assets of this system to manage inventory.

What do you dislike?

As we have many departments, the standard reporting and dashboards doesn't show what we would like most of the time. It would be nice if the reporting and dashboards were filtered by queue. Also sometime after version update, some features are not working anymore. I know how hard it is to test a complete solutions within a month, but those bugs can cause some nightmares to an organization when functions stop functioning properly.

Recommendations to others considering the product:

C2 is a very great service ticketing system that is highly adaptable to any type of service. The interaction and API functions can meet all conditions that can be required in any work environment. All enterprises who would like to manage internal or external customers requests should at least have a look at this great solution.

What problems are you solving with the product? What benefits have you realized?

first we have consolidated our IT departments and C2 Atom helped us to centralize all requests at the same place. Same for our Engineering departments that are creating all there projects in C2 and other corporate department that are managing all their requests In C2. It standardize our processes, so it saves time and money to the organization. It also gives us a lot of data on how many requests we get, major problems, so it helps managing the use of our resources, find the source of our major problems and fixed them when possible. At the end in makes of save money and help us to put our efforts at the right place.

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Help Desk Supervisor
Law Practice
Enterprise
(1001-5000 employees)
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"This is THE ticket/request management AND workflow solution"

What do you like best?

It is incredibly flexible, I like to say that I can make it dance. It obviously manages IT tickets, but so much more as it is also used by other service departments. We often forget that it's not just IT that needs to manage their requests, all services are faced with the same issues. Where this application distinguishes itself is the flexibility of customizing the requests and workflows to different departments, regions, clients, etc. The Client portal (one stop for all service requests, no matter the department) is a great tool and so easy to manage.

What do you dislike?

It did take us longer than expected to implement. This was not an issue with C2Atom, the tool forced us to analyze and review our processes. So in fact it helped us improve the service, but did require more time on our part.

Recommendations to others considering the product:

This is definitely a one stop shop for any service wanting to manage requests and workflows. This allows you to have one application to support that will allow you to deal with requests, projects, timesheets, client facing interface for requests, dashboards, CMDB, workflows. The supplier is constantly improving their product and working closely with their clients.

What problems are you solving with the product? What benefits have you realized?

It has allowed us to standardize how certain service requests are dealt with, improving the overall client experience. The metrics helped to identify where we had issues, whether it be with SLAs, staffing, equipment.

Response from Benoit Lévesque of C2 ATOM

Thank you for your feedback Rachelle!

We are glad to see that you're having a great experience with C2 ATOM.

Because C2 ATOM is a complete service management solution that supports all types of business processes (Whether it is IT, HR or anything else), it's normal that the configuration and preparation can take some time. Once the processes are "documented, known, mastered", it is easier for you to support them with our solution. One thing we suggest to our customer during our projects is to go by phase. This method help to plan small deliverables, be more flexible (agile) and gives the project a better chance of being successful.

Keep in mind that we are constantly trying to improve that time however and it is getting faster and faster.

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Senior DBA
Government Administration
Mid-Market
(501-1000 employees)
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"C2 Atom gis the right tool for our IT department"

What do you like best?

The tool is very flexible and intuitive to use. the organisation behind it is always listening to our new concerns and project and there is always a way to make our idea no matter how crazy works.

What do you dislike?

There is not much to dislike, sometimes the updates came too frenquently so it's hard to keep up. Still we can easilly stay on a older versions for a few more week as the product is quite stable

What problems are you solving with the product? What benefits have you realized?

Apart from having our incident and request tickets intergrated. We have of change resquest process, CMDB and many tool to help with our employes time sheet as well

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Technicien informatique
Information Technology and Services
Mid-Market
(51-200 employees)
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"in configuration, not in use for now. But great potential"

What do you like best?

web interface. ability for users to create request from a web interface.

What do you dislike?

Cannot configure style of elements in a form. built in attributes are fixed, cannot be moved in the form page.

What problems are you solving with the product? What benefits have you realized?

We are about to solving these problems:

- Only two ways to communicate with our helpdesk (phone and email)

- Clients cannot follow their request status.

- Communication with client is hard to manage.

Benefits are about to come when we will be in production.

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AF
Mid-Market
(51-200 employees)
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"Répond à nos besoins"

What do you like best?

Relative belle flexbilité, possibilité de produire des rapports intéressants et personnalisés via SSRS et les intégrer dans l'interface applicative. Intégration de notre inventaire de matériel et de logiciels.

What do you dislike?

La lenteur générale de l'application, bien que celle-ci aie été améliorée, laisse encore à désirer. La fonction pour coller une image n'est pas disponible dans Internet Explorer, bien que ce navigateur peut supporte cette fonction une fois activé.

What problems are you solving with the product? What benefits have you realized?

Standardisation de la procédure de résolution de demandes. Les usagers peuvent obtenir un suivi plus facilement de leurs demandes et accéder à leur historique de demandes passées. Le temps de prise en charge et résolution s'est amélioré.

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Support client niveau 1-2, Specialiste C2Atom
Enterprise
(1001-5000 employees)
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"Easy to use and quite flexible"

What do you like best?

The Programming style of the tool. It's really easy and nice to use

What do you dislike?

The lack of customizabilty of certain item within the tool ( The status bar for example).

Recommendations to others considering the product:

Continue it the path you are on.

What problems are you solving with the product? What benefits have you realized?

It's use to log and trace all incomming demand related to IT whitin the compagny and that was the first step. Other departement are actively discusing on how that tool could be implemented for their own need.

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AO
Mid-Market
(501-1000 employees)
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"The experience we have with the product is fantastic"

What do you like best?

The company C2 listen to their clients.

Each month they add features that make their product better.

They focus the updates on what's important for the clients and on things that are use in the IT world

What do you dislike?

Their is nothing in the software that I diskike.

Recommendations to others considering the product:

If you want a professionnal ITSM software that is focus on your clients and is easy to use, implement and have a fantastic company behing it that is always listenning to their clients and update their software to meets their client's needs, go with C2 Atom

What problems are you solving with the product? What benefits have you realized?

Support the IT services for around 500 employees.

We are solving demands and problems from computer, mouse, rights to point of sale system in store and embeded computer for deliveries trucks

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Conseiller en Informatique
Government Administration
Enterprise
(1001-5000 employees)
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"C2 ATOM"

What do you like best?

Easy configuration

Flexibility

Based on ITIL

What do you dislike?

too frequent updates (updated monthly)

What problems are you solving with the product? What benefits have you realized?

we had no service catalog before using ATOM.

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AG
Enterprise
(1001-5000 employees)
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"Migration form C2 Enterprise V4 to C2 Atom"

What do you like best?

Web client which means that we don't need a fat client installed on the client side.

What do you dislike?

Nothing is pre-configured for IT Department. Everything has to be configured.

Recommendations to others considering the product:

I'm not sure I would recommend this product for ITSM unless you don't want to implement a full-featured service catalog.

What problems are you solving with the product? What benefits have you realized?

Problems related to IT use in our organization.

Response from Benoit Lévesque of C2 ATOM

Thank you for your feedback!

We're truly sorry about your experience with our product and with the limitations you have seemed to encounter. We have several successful implementations of C2 ATOM, that have integrated all of the users' processes (both in IT and other departments). It's never too late to contact us to review your needs. We're confident that we can meet your expectations.

Regarding the preconfiguration that you've mentionned, we offer the possibility to start with a service catalog of "IT template" and "CMDB", or to start "vanilla" and configure a service catalog that fits your own context. That's especially useful if you want to define your services in a common language that will speak not only to your team, but to your clients. We have access to several specific models if you need advice on that topic.

Once again, thank you for your review, it helps us to improve our product. Do not hesitate to contact us and it will be a pleasure to assist you.

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UR
Enterprise
(10,001+ employees)
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"C2 Atom"

What do you like best?

L'interface simplifiée. L'accessibilité (application web) à l'application principale et aux différents modules.

What do you dislike?

Manque un module de formulaire comparé à la version précédente (Profiler)

Recommendations to others considering the product:

Le service offert par cette petite entreprise est incroyable.

What problems are you solving with the product? What benefits have you realized?

Gestion des incidents / problèmes / demandes. L'utilisation et la hiérarchisation des tâches à effectuer sur chaque requête / incident.

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UG
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"Interresting product"

What do you like best?

Complete integrated solution, web-based, full range of service desk functions, outstanding user interface, simple, simplicity, SQL server which allows to easily create reports and exports data

What do you dislike?

Charge of work to do to implementation, the lack of customizabilty for some options

What problems are you solving with the product? What benefits have you realized?

Better use of service desk tickets, better followedup, better reports

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UA
Enterprise
(5001-10,000 employees)
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"An all in one application"

What do you like best?

The unique interface, the fact that is a web application, the CMDB

What do you dislike?

Customizabilty of certain items like the status bar or other little things like this.

Recommendations to others considering the product:

C2 ATOM is a all in one solution with flexibility and encourage best industry practices.

What problems are you solving with the product? What benefits have you realized?

IT incidents managing

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AG
Enterprise
(10,001+ employees)
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"Belle évolution!"

What do you like best?

Évolution rapide, à l'écoute des besoins des utilisateurs, force du module interaction, facilité d'apprentissage.

What do you dislike?

Stabilité des versions, manques de rapports pour la CMDB.

What problems are you solving with the product? What benefits have you realized?

Meilleur gestion des demandes (priorisation, escalade, etc.), meilleure offre de service via le catalogue, meilleure reddition de compte, etc.

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IC
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"Really nice all-in-one solution"

What do you like best?

single interface, adaptability, ease of moving through the screens, we application (requires no installation), multiple automation options

What do you dislike?

lack of customization in the various screens, complexity of the database to get our own reports

What problems are you solving with the product? What benefits have you realized?

Centralization of applications, possibility to produce many statistics

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Analyste d'affaires
Financial Services
Mid-Market
(51-200 employees)
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"C2"

What do you like best?

User friendly

Facile d'utilisation pour tous

What do you dislike?

La paramétrisation est un peu complexe pour quelqu'un qui n'est pas habitué à faire ses processus

What problems are you solving with the product? What benefits have you realized?

Suivi de nos SLA

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UF
Mid-Market
(51-200 employees)
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"Bien pour gérer les flux de travail"

What do you like best?

Facile à utiliser, permet de suivre les sla des billets efficacement

What do you dislike?

Vitesse de l'application et visuel de la griller

What problems are you solving with the product? What benefits have you realized?

Suivi au niveau des SLA

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AI
Mid-Market
(501-1000 employees)
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"Nice"

What do you like best?

Easy to use and flexibility. Company close to its customers.

What do you dislike?

Some fonctionnalities are missing compared to the previous version

What problems are you solving with the product? What benefits have you realized?

Standardized platform, Simplicity.

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UG
Mid-Market
(501-1000 employees)
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"Good product"

What do you like best?

Good support and good product evolution.

What do you dislike?

Specific Web browser compatibility matrix

What problems are you solving with the product? What benefits have you realized?

Itil compliance

C2 ATOM Pricing

C2 ATOM User Ratings

8.5
Ease of Use
Average: 8.3*
8.2
Quality of Support
Average: 8.5*
7.1
Ease of Setup
Average: 7.8*
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