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.
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!
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.