Tigerpaw Software Reviews

“Feature-packed”

Pros

It's a full-featured CRM and PSA setup and it covers a lot of ground. I especially noticed the service ticketing, workflow automation and the customer and employee portals. Email analytics are handled well too and overall it includes basically every feature I'd expect to need.

Cons

No cons from me!!

“Made our CRM much easier”

Pros

We've been using it for two years and two days as I'm writing this and our company really can't say enough about how happy we are with the decision to switch. I honestly wish we had moved over 12 years ago.. back then, we lost the vote and the owners chose a CRM setup we had to keep patching together with lots of workarounds in Microsoft Access and other tools just to make it usable. That ended up costing a lot of time and money. Since moving to this tool, things are a lot smoother and it's been especially helpful for our IT department. Today we have 26,679 active accounts and around 1,500 active subcontractors loaded in the software. With numbers like that, it's clear we're taking full advantage of the platform. We also just upgraded to Version 17. The new REST API integration has been a big win and we're planning to add a third-party helpdesk solution next. The new API should make the integration feel smooth which is exactly what we were hoping for.

Cons

The Web Portal doesn't run well for a setup like ours, given how our Tigerpaw database is organized. The good news is that the open API gives us a way around it.

“It's good”

Pros

After more than 25 years working in the POS industry, I've ended up looking back on my CRM journey with a pretty clear pattern. I started in 1987 with a dispatch program that came bundled with our accounting system (Automated Service), along with a separate CRM focused on sales. As the business grew, it became obvious we needed something more integrated. We then moved into Astea CRM for service but it felt bulky and slow, even though it did have strong data-crunching power. Later, I got connected with a company using Tiger Paw and I quickly grew to really appreciate the "list" style approach. Eventually I launched my own company and kept thinking I needed something better than that older, legacy-looking setup. I cycled through multiple app-based programs one after another and about two years in I started comparing options again. When I priced out Tiger Paw, the cost surprised me but it still ended up leading me to ConnectWise in the meantime. The monthly subscription model sounded attractive at first since it reduced money upfront but it also meant we had less functionality available early on. Then I tried Dtools-quoting was strong but it wasn't as impressive for Sales CRM and service workflows. These days I'm genuinely glad to be back with Tiger Paw. It took a long journey to get there but the final fit feels right.

Cons

I only wish the program had better reporting tools and that it offered more polished ways to present quotes to clients.

“Amazing!!”

Pros

The app covers a pretty wide range of functions and it's been reliable for tracking my accounts. Being able to follow account activity without too much hassle has been a big win.

Cons

Searching could be more user-friendly, the search parameters aren't the most easy to set up and the whole (human) way the search logic works feels a bit unfriendly compared to what you'd expect.

“solid coverage across teams”

Pros

It delivers what we need across the whole business-sales, operations, inventory and accounting. They also pay attention to our suggestions and collaborate with us to roll out updates that keep up with how fast our industry changes.

Cons

Nothing, i have no downsides to report right now

“end-to-end ticketing works well”

Pros

This platform really covers everything, starting with ticket intake and moving all the way to generating invoices. It also includes a customer portal with a built-in payment gateway. We're using it to automate the bulk of our workflow, similar to how MSP tools automate things like patching Windows machines for another type of IT operation.

Cons

Getting it to fit your company takes a fair amount of time and customization.

“powerful reporting”

Pros

Feels like a very powerful, impressive system. When you supply it with enough quality data, it can handle all sorts of reporting plus different dispatch configurations which makes it flexible enough to support multiple needs.

Cons

There are plenty of features but they're only as useful as the data you have... and the practitioner using the system to make sense of it. Getting the full value takes real, in-depth training.

“Excellent overall”

Pros

This Software has been part of our operations for many years with very few problems. It's handled lots of custom integrations and configuration changes to match our needs. Their support team truly goes the extra mile and it feels less like we're buying a product and more like working with a real partner. I find the platform easy to navigate and use.

Cons

Any downsides I've noticed are tied mainly to the version my company is currently on which is pretty old by now. That version misses some of the newer features they has added yet the system still runs reliably and stays stable even as our environment's workload keeps increasing.

“impressive tools”

Pros

It has been solid and flexible enough to support a wide range of needs. We're a certified FAA repair station with pretty specific, unique operations and it actually worked with us to figure out how to use their tools in a way that keeps our workflow more organized. I also like that they keep improving with each release, there's a clear effort to get better over time. They truly listen to customers.

Cons

No complaints at all. This tool was really helpful whenever anything wasn't clicking for us.

“Solid ROI”

Pros

Setup and day-to-day use were genuinely easy. The platform is modular so you can buy only the parts you actually need (we ended up starting with 2 items for purchasing, 4 for dispatch and so on). We used it mostly for tracking service calls and monitoring technician performance. Near the end of each quarter/year, it was easy to pull reports and show the customer exactly what they'd received for the maintenance dollars they were spending. It also helped us spot whether certain equipment needed higher rates by looking at failure counts. The system covers everything through billing as well though I didn't go all the way there myself. Overall, it matched what was promised, worked as sold and the investment paid for itself within a year.

Cons

I found no downsides really. If anything, the "issue" is that I'm just telling the truth about how well it worked for us.

“user-friendly platform”

Pros

It's been completely stable and genuinely user-friendly. The team keeps making steady improvements to the product and the updates feel like they're moving things forward in the right direction.

Cons

Nothing negative comes to mind right now.

“Strong support”

Pros

Most of the features are easy to use. The built-in feature set is really impressive. Works well for managing data end-to-end, from proposals/quotes all the way to the final invoice. The workflow tools are a standout for keeping key groups and individuals in the loop as events happen (like quote status changes, service order status changes and when the SO gets invoiced). Helpful add-ons such as the Web Portal and the Exchange Connector have been essential for our setup. Support is consistently helpful and we usually get answers to our questions in a single phone call

Cons

Some areas have limited functionality... especially telephony but overall this is a great app. i have no complaints

“Automations are great”

Pros

It basically handles everything we need. It covers automatic contract billing, serialized inventory tracking, quotes, service orders, invoicing and even automatic payments. It also connects with QuickBooks through an interface. Support has been solid too... any time we've reached out, they resolved the issue quickly and professionally.

Cons

Getting it set up was a bit of a challenge though I'm not sure there's a way it could've been truly "easy." I'm confident there are still improvements to be made but since it works so well for us and I've been using it for a long time, I'm mostly sticking with it without nitpicking.

“Perfect for us”

Pros

The functionality and overall usability are spot on. Training employees is fast and the platform is easy enough that you can get people up and running in no time. It does exactly what it's supposed to do.

Cons

I feel it delivers excellent core functionality and usability right now but its slower feature development cycle and dated interface may not appeal to people seeking constant innovation or a modern look, even though the daily experience is highly effective

“We love it”

Pros

Being on both sides of the relationship, it's been clear that it treats the service team like part of USA Security rather than an outside vendor. Phone support from the service department is usually answered within a few minutes and the training department offers multiple ways to get staff up to speed.. online self-learning through the academy, the daily 1-2 PM "Ask the Experts" Q&A, plus the option to add one-on-one sessions when we need deeper help. The Customer Portal and Employee Portal have also made working with our national accounts way more manageable. Customers can see all service orders opened by our regional managers, stored attachments have a central home and clients can submit trouble tickets, request quotes and track project progress all from one place. On the technician side, the Employee Portal lets our field team upload documents, request project changes and write detailed scopes of work directly from their laptops.The Microsoft Exchange integration is another big win-sharing graphical calendars and seeing install team availability months out makes planning far less stressful. Pairing that with the dispatch board inside Tigerpaw gives us a higher-level, company-wide view of projects and service operations. For multi-state work, the Avalara AvaTax integration is a huge time saver. Tax handling is automated electronically across 22+ states and it removes a lot of the worry about tax district changes or keeping rates straight down to the county, state and city level. QuickBooks is also easy to manage and QBTraks helps catch issues before they ever land in QuickBooks, avoiding extra clean-up between databases. Once quotes are won, transferring them into projects and service orders is smooth. Purchase order creation, receiving goods, tracking programming and logging build time are also all pretty easy to use and easy to follow. Customer asset management has been simple and when an RMA is needed, it makes it easy to create it and track product flow from return through service. The built-in Matrix feature lets us set up whatever customizable tracking structure we need and if the built-in reports aren't enough, we can pull data and build/export a matrix to Excel.

Cons

One small improvement I'd like is expanding the app so it can also function as a payroll tracking device. Right now we run two separate apps, one for employees to check in for payroll and their app for travel and on-site work time... so this is more of a feature request than a real problem.

“5/5 from me”

Pros

Enterprise-wide integration that connects functions and gives visibility across Sales, Marketing and Service. It also stays responsive to the needs that are specific to our business. Plus, the company's long-term stability matters... I've personally worked with the system for 25+ years.

Cons

Mobile app is so capable that we end up using it mostly over Wi-Fi for our setup. Aside from that limitation, everything has been working well for us and we're highly satisfied.

“all-in-one!”

Pros

It's basically a one-stop shop for everything our business needs. We've been using it since day one (about four years now) and we're still finding helpful features that make our operations more efficient. There's a short learning curve at the beginning but once it clicks, it becomes the most effective software we use. We can handle the full flow end to end, create quotes, convert them into service orders, automatically assign parts, let technicians clock their time against the order, generate invoices, manage inventory and take care of payments. The ways we can use it keep expanding, honestly.

Cons

Can't think of anything to mention as a negative here

“Good tool”

Pros

There's a solid setup for service companies to handle everything from a single place. The quoting and sales features are especially strong which makes it feel really organized when you're working with customers.

Cons

App still needs some additional development. When the device loses connection, it currently can't save notes which is a bit inconvenient during on-site work.

“solid support”

Pros

Ease of use is a big win and the sales cycle really flows the way it should. Our technicians stay organized thanks to the integrated calendars and they're planning to roll out a mobile application soon. The system also connects with QuickBooks, at first we were doing some things manually but now the process is automated. Whenever we've needed help over the years, their customer support team has consistently stepped in and made things right so overall we're very happy with the service.

Cons

Annual support cost is a downside and it's even more painful for us since we're operating in Canada and end up dealing with the exchange rate too.

“feels so dated”

Pros

The only upside is that it comes with about 5,000 features though that comes with its own downside since the sheer amount quickly turns into something tiring, annoying and hard to work with. After having it for eight years, we ended up sticking to only a handful of the available modules, mostly because other applications handled the same jobs more efficiently.

Cons

Feels extremely outdated and like it was assembled over time without much cohesion. That results in too many steps and a lot of wasted time whenever you try to complete something that should really be easy. Also, every one of my employees disliked it and repeatedly complained especially after using other software that's more simple and user-friendly elsewhere.