CloudRadial Reviews

“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.

“Helpful Office 365 reporting”

Pros

The reporting and layout for Office 365 subscriptions under Licenses are really well done and make that information much easier to review.

Cons

A few items feel a bit buried especially when trying to locate the URL for a report folder so our BrightGauge summary reports can be sent there regularly. It took a little digging to find.

“Powerful PSA/RMM integration”

Pros

It fits completely with our existing PSA/RMM setup which has made it work really well with the tools we already use.

Cons

Getting everything configured at the beginning takes a fair amount of time during the initial setup process.

“Clients loved the ticket visibility”

Pros

Getting the integration up and running was very simple. After making a few custom tweaks, the platform really felt like our own. The first time our clients saw their tickets displayed right on their screen, with all that information available in one place, you could practically see how impressed they were.

Cons

The limited customization around forms and data lists is pretty frustrating. For instance, there's still no way to change which columns appear in the "workstations" section. Report customization is also missing which is a problem because my clients don't need all of that computer-related information included every time. As a result, I'm stuck sending reports that feel cluttered and not well optimized.

“Highly customizable features”

Pros

Right away, the customer experience feels simple. The features that are available offer a high level of customization compared to what's typical in the industry. Handling Service Tickets, Assessments, Invoices and the customer Planner/Roadmaps is all user-friendly and simple to work with.

Cons

At the same time, items that have been on CloudRadial's development roadmap for years still have not been released or assigned firm delivery dates. Even timelines shared with us by email or during calls for features that were supposedly in active development have been missed again and again especially the ConnectWise Manage Projects module which goes all the way back to our original onboarding in October 2019 and I'm writing this on August 31, 2022. More importantly, we regularly hear complaints from customers because anything tied to a Project in ConnectWise Manage disappears from the customer portal. Since Project Tickets do not integrate with CloudRadial, customers assume the work has been closed simply because they can no longer see it. The Customer Planner is useful for mapping out customer goals but it also does not connect with the ConnectWise Opportunities our vCIO and AM teams rely on to track and carry out those plans. That gap creates a lot of extra manual paperwork after Planner meetings because we have to rebuild those Planner items again inside Opportunities.

“Great for ticket management”

Pros

Ticket management has been one of the biggest advantages for me especially with how well it integrates with PSAs. The forms are also highly customizable which makes it much easier to guide users when they're submitting tickets.

Cons

I do wish there were more ways to set up companies and sub-companies. Having that added flexibility would make customization stronger and help it fit a wider range of industries better.

“All in one solution”

Pros

It lets us offer an intranet, customer management and training all in one place which makes it a really valuable platform for supporting clients.

Cons

Some menu items are tough to locate. It would be much better if there were options to favorite or pin frequently used menu items.

“Valuable client data visibility”

Pros

Getting this valuable data in front of our clients is very simple and it takes very little ongoing data maintenance to keep everything useful and up to date.

Cons

The one thing I'd love to see is an API that lets us pull data out and send data in so we can automate even more of our workflows.

“Responsive team”

Pros

Their team is very responsive. It's obvious they genuinely care about the product and are ready to help when needed. We switched over from a competitor that felt like they were just coasting and the difference has been noticeable.

Cons

There's definitely a lot involved in getting everything implemented. If white-glove support is still available for setup, I'd strongly recommend going with that option.

“Polished client portal”

Pros

It is a polished client portal that connects well with leading MSP platforms and has helped us replace several separate tools in our stack.

Cons

we're still waiting on the ConnectWise Project Boards integration although it sounds like that should be available soon.

“Helps me keep track of everything”

Pros

Having this tool has been incredibly valuable in my role as an account manager. It gives me that single pane of glass view which is crucial for keeping track of everything in one place. Our customers are very happy with it too so it has been a win on both sides.

Cons

Honestly, I do not really have any drawbacks to point out.

“Customer-friendly access”

Pros

Getting started with it was very simple and bringing customers onboard is simple because they can use it without needing separate login credentials.

Cons

A lot of the more detailed information is tucked away in places that aren't very user-friendly like graphs hidden in the right-hand pullout panels. On top of that, there are recurring bugs that show up from time to time and then can't be replicated.

“One place for everything”

Pros

Having one place where our clients can open tickets, track their status and even schedule onsite visits has been a huge upgrade for us. It has improved things across the board with quicker ticket handling, fewer phone calls tying up the team and happier clients overall. There's really a lot to appreciate about that.

Cons

There are no downsides that I can mention.