Protech

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Protech

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Cumbersome & Costly

Reviewed on Apr 4, 2016 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
ProTech is a robust system that based on the sales pitch would have been a good fit for our small association. However, experience has proven that this system would be a better fit for an organization with dedicated AMS staff. Running reports, creating workflows, etc. is not intuitive to the average user. It takes several clicks to complete what should be simple tasks like sending an email to a committee or attaching a file. When a contact is deactivated, for some reason they are not removed from distributions lists and have to be manually removed in order to send an email to the remaining group. I do like that it can be used via Outlook and the "Advanced Find" feature is helpful once you figure it out.

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AMS Version:—

Membership Size:501-1000

Industry Type:—

Organization Type:Trade Membership

Primary Job Function: Membership, Customer Service, Data Entry

Number of Years Used:4-7 years

The functionality is 99% there, but ...

Reviewed on Jul 21, 2015 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
The functionality is 99% there, meaning it does just about everything our association needs such as dues processing, chapter dues, committee management, book sales, event registrations, donation processing, insertion orders, integrations with general ledger, etc. I should add that it does most of it without any customizations too. The technology is built as a solution using Microsoft's Customer Relationship Management software. The web integration pieces such as login, self-service, e-commerce and directories are configurable and pages can be branded to fit the association's look and feel. If you are considering this solution, I would advise that you have a full time staff person with background in any AMS type database, SQL and SSRS. Without it you'll fail. I would also advise you designate a project manager to oversee implementation. Without it, you'll spend too much money and too much time. As a long term client, I cannot recommend "partnering" with Protech at this time. The company does not support a culture of customer service. Despite a support contract, we cannot get access to anyone knowledgeable about the product to answer basic questions. The ticketing system always results in a 3 hour PSA, or professional service agreement, to cover "billable" hours. You should be prepared to pay for their staff time to prepare a quote for a project or customization. I have worked with at least 4 of their competitors in the last few years; I've never had to pay for a quote before. Lastly, they flat out do not do after hours work. If you choose to perform maintenance or implement an upgrade during off peak hours, youÕll be on your own. This practice is just plain unacceptable.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Executive Management, Strategic Planning, Governance

Number of Years Used:1-3 years

It Really Did Seem Like A Good Idea At the Time

Reviewed on Jun 22, 2015 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
Protech's CRM 2011 has a lot to offer. It can handle complex interactions and multiple organizational needs. Our association is--pound for pound--as complex as they come. And it is perfect, provided you stick to what is out of the box. The problem isn't the software, it's the service. At first we believed "it's not you, it's me." Now, we really believe it's you. ProTech's MX modules and relationship to DNN are dated and clunky. The company wants the customer to rely on ProTEch service, yet is inflexible, unrelaible, and sometimes contradictory information when it comes to helping the business adapt to the changing environment. The lack of support for the current version of DNN forecloses numerous opportunities to build a richer website experience for members. We were assured ProTech was keeping abreast of DNN evolution and this is not the case. In another instance, we requested guidance for over a year regarding performance issues. We found it impossible to get any thought leadership or definitive guidance from ProTech on either contributing factors or solutions. We were told updates would improve performance when in fact this wasnÕt the case (working within spec provided by ProTech). We were surprised to learn ProTech does not (as of this writing) have a DBA on staff. This has made it extremely difficult to plan effectively or establish a roadmap. Most recently we received a notification indicating ProTech is making a unilateral change to the support provided to us. These changes were not discussed with us prior to the email notification, prices increased and service diminished. Bottom line: Protech is self-focused, somewhat product focused, and not at all customer focused. If you can live with that, you should buy the product.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: —

Number of Years Used:4-7 years

Amost perfect!

Reviewed on Feb 24, 2015 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
The Microsoft CRM system (Protech's UX2011) has modules that can do everything - meeting registrations, certifications, CEUs, membership, store, subscriptions, PAC, Foundation contributions, tie easily to our Solomon (whatever MS has renamed it now- Dynamics-SL?) system. We've been through 3 upgrades since going live in 2006. Each one has been smoother than the one before. My biggest complaint is that it's not inexpensive and new projects take much too long to implement due to resource issues at PT.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Professional Development, Credentialing, Knowledge Management

Number of Years Used:—

Challenges--some ours, some theirs

Reviewed on Dec 31, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
I write from the perspective of an executive who is not deep into the details of the technology. What I know is that our membership staff finds it difficult to navigate the system, particularly as it pertains to workflows. Further, we're starting to run into strategic level issues because the database does not play nice with Mac products. When we're traveling for state or national events, we find it difficult to access member files and make use of our database remotely because our staff travels, primarily, with Macbook Airs and iPads. However, in Protech's defense, we're the first to admit that our association is complicated in some ways and has forced the technology to bend to fit our old school processes. Overall, I am left with the feeling that while the technology may not be the most user friendly, there are also aspects of Protech's system that we are not taking advantage of as an association.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Membership, Customer Service, Data Entry

Number of Years Used:1-3 years

Beware of Protech upgrades and continuing support

Reviewed on Jul 24, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
This AMS is built on the Microsoft CRM platform and is customized by Protech. The system is capable of so much that is sometimes feels as if you have an elephant gun to kill a mosquito. Verifying member numbers, for example, was extremely difficult and required work by the association's staff each month. Migration Migration from the old system to the new one was extremely difficult. Protech wanted to teach us to be end users when we needed to know how to set parameters for the data. Three years later, our in-house programmers were much more familiar with the system and how it handled data. They identified several issues we should have handled differently as we began. Protech seemed unable to help us to define terms and processes so that we could make informed decisions early on. Customer Customization Although customization is possible for a fee, the customizations don't always translate from one version to another. We found we were editing screens and reminding Protech what we needed from each upgrade -- and paying for it. One of their programmers hard coded part of the system dealing with membership rates and it took many requests, many hours and many dollars to add a new membership category or to change membership rates. We may have expected the system to do too much. Simpler is better in many cases. I would not choose to work with Protech again, but now the association is so heavily invested, it looks like change is not a possibility.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Membership, Customer Service, Data Entry

Number of Years Used:—

Playing Catch-up

Reviewed on Jul 14, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
They got caught napping as the industry adopted the SaaS paradigm. This has left many users in an unhealthy upgrade cadence. This combined with an onerous term limit for their cloud offering makes their solution less than attractive. Definitely feel they are more reactionary as opposed to innovate and proactive. Their employees are good people, and generally quite helpful. The quoting process takes incredibly long, but it is thorough. The system itself is stable, but aging. Also it is difficult to integrate with.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Technology

Number of Years Used:—

Untitled Review

Reviewed on Jun 5, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Technology

Number of Years Used:—

Protech's enhancements to Microsoft CRM

Reviewed on Jan 27, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
Microsoft CRM is great. But anyone can read reviews of it anywhere. So my review is more specifically about Protech. The good: - They are great at billing. :-) - Their modules on the back end of CRM are solid. - They are good at opening tickets. - They do accommodate multiple companies well. Their annual user conference is very good. The not-so-good: - It can take a long time to solve tickets however. - If they ticket regards MX (customer facing online), it takes even longer. - Their MX product has been in development for about 3 years, but still isn't polished. Getting better. - They almost never communicate with their clients about general Protech news and updates. Even their Web site is usually out of date.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Technology

Number of Years Used:—

Untitled Review

Reviewed on Jan 21, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
CRM for Members is a reliable product. Only challenges we've had are with the support from Protech. Recently, they've increased their staff. We're hoping that with more support staff our customer service experience will improve.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Other

Number of Years Used:—

Data Beast

Reviewed on Jan 21, 2014 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
The possibilities are extensive with CRM's data management. But the key is that we need to first understand what data we actually want/need to collect. We all know the old saying "crap in/crap out." Our staff is beginning to use the CRM for more reporting and are now wanting more. We are also looking into dashboards.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Technology

Number of Years Used:—

We're a Microsoft shop. Are you?

Reviewed on Dec 4, 2013 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
Protech's AMS built on top of Microsoft Dynamics CRM has positioned our company on the forefront of 21st century technology. The best parts are ease of integrations, centralized reporting, and the familiar Microsoft layout that made training easy. Oh, and the workflows. Love the workflows for increased data accuracy and more efficient processes.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Technology

Number of Years Used:—

Protech CRM - Fully Featured, But Difficult to Train On

Reviewed on Dec 4, 2013 - Archived Review

Customer Service
Ease of Use
Reliability
Customization
Protech CRM4Members is a powerful AMS, but we often find that our staff members don't know how to use it to its full capacity. Because the system is proprietary, training and modifications are especially expensive.

About Reviewer

AMS Version:—

Membership Size:—

Industry Type:—

Organization Type:—

Primary Job Function: Professional Development, Credentialing, Knowledge Management

Number of Years Used:—

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