CloudRadial

“Centralized dashboard”

Pros

The biggest reason we chose this product was the centralized dashboard that worked for both our team and our clients. We were able to tailor it with training materials, links to their web apps, ticket submission and other useful resources. Once everything was finally configured, the dashboard looked really polished and professional.

Cons

The downside was how painful and confusing the customization and content setup process turned out to be. Getting the dashboard arranged the way we wanted was very difficult and far more complicated than it should have been. Support was very helpful throughout but the product really needs to be simplified in this area.

“Customizable interface”

Pros

It gives MSPs one branded, centralized portal where clients can access everything from support and documentation to reporting. The interface can be tailored to match an MSP's branding and internal workflows which helps create a better overall client experience. It also provides a full platform for managing client relationships and service delivery, making it useful for improving day-to-day operations and supporting business growth.

Cons

pricing runs a bit high since it's a subscription-based service so it adds to ongoing operational expenses for MSPs. There can also be some minor challenges during setup and configuration when trying to fit the platform to specific needs although it does provide support and resources to help work through those issues.

“Powerful client management wins”

Pros

It has been a really valuable account management platform for us. We use it to give clients visibility into their assets and compliance statistics and our account managers rely on the planner and meeting tools during sales conversations with existing customers. In a few situations, it was even the product that helped us win new client pitches. I've also made heavy use of the knowledge base and we publish a large amount of content for clients there, including their own internal policies like infosec, QA and HR. One thing that works especially well is how detailed the permissions are for published articles since you can control exactly who gets access. We're also using the policies area more and more as a way to report on compliance for clients.

Cons

The navigation can feel overly complicated and drawn out. For instance, when I'm editing knowledge base articles and need to check which company groups a client belongs to, I have to leave the KB, go back through the client record and then return again to partner content which is a hassle. Sorting and filtering in the KB is also frustrating. Every time I return to partner content, all of the content groups are expanded so I have to scroll around to find the package I was working on. It would help a lot if content types like articles, courses and menu items were separated into tabs or at least collapsed by default. Search functionality for partner content would also make a big difference. Another improvement would be a checkbox for each article at publishing time so I could quickly choose whether it should remain visible. I often need to temporarily hide an article while updates are being written and it would be much better if I could just uncheck it and republish the package. There is a workaround now but it's unnecessarily convoluted and takes too much time.