Recommendations to others considering Magentrix Customer Portals:
Don't even think twice. It has nearly every conceivable feature (and then some) and can be highly customized to meet every organization's business needs. The security controls are robust. Review collected by and hosted on G2.com.
What problems is Magentrix Customer Portals solving and how is that benefiting you?
Our first business problem was replacing our old Salesforce portal with a more feature-rich portal for our customers to submit tickets, upload documentation, collaborate on tickets with our support team, and access help, training documentation, and videos. We have had this first-generation portal in place for years and it's been basically "set it and forget it" since our initial implementation of the product 5+ years ago. Customers love it, and it's a key part of our relationship with them, and ensuring we deliver exceptional support.
As our company has grown and we have found ourselves with massive amounts of disorganized content in countless formats, we have experienced a lot of frustration. Attempts to try and centralize this content in Google Drive or Office/Sharepoint have failed due to the features lacking in both platforms. With Magentrix, we now are migrating all of our Office (Excel / Word / PPT), Google Drive files, videos on YouTube and Vimeo, text documents, code snippets, PDFs, external links, and images to Magentrix where we can categorize, tag, search, and collaborate on directly within the platform. The security controls are robust. We have content accessible to customers, for specific customers (say, Administrators), for our managers only, and for specific departments or project groups. This business problem alone has been a growing nightmare as our employees could not find or access the information they needed when they needed it. We intend to slowly migrate our Google and Word docs over to Magentrix native editor for easier editing and searching, but it's great that we can do this in phases while still having all content centralized, organized, searchable, and easy to find.
Another growing pain has been internal company communication. We are beginning to utilize the social collaboration features in Magentrix to address these issues, and have setup Groups for each department and project team so collaborate, share files, and message one another (Facebook style, simple to use and learn for everyone at every level). Soon, we'll be extending these Groups to customers so that we may collaborate with them and share files during new customer implementations.
We've also purchased the LMS (Learning Management System), as a way to help with initial onboarding and training of new employees, conduct ongoing HIPAA training, and conduct ongoing advanced training. We intend to roll this LMS out to customers in the future. Review collected by and hosted on G2.com.
