“Overpriced software with no support”

Pros

Honestly if getting away from this platform were simpler, I doubt we'd still be using it. The software itself is acceptable but we've been pushed into an overpriced SaaS setup with barely any support behind it.

Cons

Over the past few years customer support has become dramatically worse and the whole shift to the SaaS model feels misleading because it took away a lot of our local control. Communication is practically nonexistent, they're very hard to reach and at this point we don't even have an account manager anymore.

“Fast customer support”

Pros

One of the best parts of using it has been the consistently fast and fantastic customer support. Our account manager is especially helpful and always guides us in the right direction whenever a question or issue comes up. The platform also feels very secure, meets our Cyber Essentials Plus certification requirements and makes collaboration across IMS functions at multiple sites much more manageable.

Cons

The report designer is powerful and capable but it definitely takes time to learn. Its workflow feels more complex than it needs to be so this area would really benefit from being simplified and organized.

“Impressive CAPA module”

Pros

From a laboratory compliance standpoint, this software covers everything needed to manage operations in line with ISO 15189 standards. The CAPA module is especially impressive and stands out as the best I've come across compared with other systems.

Cons

Dealing with the account management side has been very disappointing. On several occasions, they came across as untrustworthy by pushing unnecessary training packages and project management support. More recently, we were given only six months' notice that we would have to pay a significantly higher amount to move our database to the cloud. In the NHS, six months is nowhere near enough time to secure funding. There should have been much more communication in advance and better support throughout the process. The way this was handled came as a shock to a lot of people across the country.

“helps strengthen your career”

Pros

I really appreciate how it helps strengthen your career by letting you build out and expand your portfolio.

Cons

My only concern in the past was that the platform wasn't especially user-friendly. That has improved a lot though and it's now much easier to navigate and find your way around.

“Useful email reminders”

Pros

Something that really works well is how the system builds your workload automatically and sends email reminders when items are outdated. That keeps things from being missed and makes follow-up much easier.

Cons

An improvement I'd still want is in document control. If a revision gets updated, it would be much better if the document footer could automatically update as well.

“Quality management made simple”

Pros

Using it makes handling quality processes pretty simple.

Cons

User experience still needs improvement.

“handy document tracking”

Pros

I love the documentation module. It lets you go back to any document anytime using the reference number and you can also add a URL or hyperlink instead of uploading the actual file which is very convenient.

Cons

The people module is the part that feels a little complicated especially when it comes to setting permissions and access. That said, it's still manageable once you work through it.

“Outstanding customer service”

Pros

Whenever I run into a question or need help, the customer service team gets back to me quickly and clearly knows what they're doing.

Cons

Every now and then I run into small bugs like a link not opening properly or an error message popping up.

“effective for managing the entire quality system”

Pros

Right from the start it has delivered exactly what it promises and then gone a bit beyond that. It gives us a reliable platform for managing the entire quality system in an efficient, effective way without adding unnecessary hassle. It's also very flexible so it can be adapted to fit the specific needs of different organizations.

Cons

Getting familiar with how to set up certain module functions took a bit more time than I would have preferred.

“Powerful yet flexible”

Pros

It gives us a strong framework to build a reliable QMS, while still offering enough flexibility to fit our more specialised manufacturing setup. We also recently moved from an on-premise installation to their SaaS version and that experience was a positive one. The migration stayed on schedule, came in within the expected budget and overall went quite well.

Cons

A drawback after switching from the on-premise setup to the SaaS version was a noticeable drop in speed. We understand there are a lot of factors that can influence performance but it feels like this should have been identified during the scoping stage as a possible issue.

“Solid compliance features, dated inbox page”

Pros

Having everything compliance-related in one consolidated platform is really useful. Since it's web-based, the application requires very little support. The email reminders and communications do a good job of helping keep compliance activities current and the configurable workflows are clearly designed to fit business-specific processes.

Cons

Inbox page feels a bit outdated in how the UI is organized. When section names get longer or the page is viewed in a narrower layout some to-do items end up pushed off the screen. This area, along with others in the application, would benefit from more responsive design. Also all dashboard links seem to route users back to the Inbox page, when it would be much more helpful to drill down directly from the dashboard.

“Extensive help articles available”

Pros

Using it has been a positive experience because the system is simple to use and simple to move around in. The wizard tools guide you through prebuilt, step-by-step processes which makes entering information much quicker and helps make sure nothing important gets overlooked. It's also very useful that there are extensive help articles available directly within the system.

Cons

The change in customer support has been annoying. We used to be able to call support agents directly and get help on the spot. Now it's much more difficult to reach someone and most of the time you have to submit a video recording of the issue before anyone responds by email. That process can slow things down and delay getting problems resolved.

“well integrated modules”

Pros

Getting started with it has been simple, the modules work well together and it has completely transformed our QMS almost overnight.

Cons

Nothing to point out so far. We're still in the implementation phase but everything has been going well up to this point.

“Beginner-friendly tool”

Pros

It is so easy to handle even for beginners and it works really well for team communication.

Cons

The pricing feels relatively high and there are times when the system can be a bit slow.

“Dependable product”

Pros

Overall it's a solid and dependable product. It's readily accessible and the desktop client is by far the most user-friendly part of the system.

Cons

Customer support has been disappointing. The occurrence module has a known defect when creating forms and still hasn't been fixed which makes it unusable right now. Dashboards are only available in the web version. Rejected drafts don't appear on the workload page and documents due for review also don't show on the user workload page. The training and events module is awkward to use, Web version 7 is not user-friendly at all and the analysis data isn't always accurate.

“Strong set of features”

Pros

This software is pretty userfriendly and it comes with some really strong features that make it work well day to day.

Cons

More trend-based graphs and charting options especially for presenting updates and insights to senior management would make it better.

“superb quality control solution”

Pros

It has been a really strong solution for handling every part of quality control and document management. The platform feels interactive, user-friendly and comes with plenty of useful features that make day-to-day work much more manageable.

Cons

Desktop version is still missing a dashboard which is a noticeable gap. On top of that, creating new forms in the occurrences module on desktop is not practical at the moment and still needs fixing. Another area that could use improvement is the support team, as they would benefit from better training to handle and troubleshoot end-user questions more effectively.

“Customizable modules”

Pros

Running this in a laboratory setting gives us everything we need from a Quality Management System. It helps keep us aligned with ISO and MHRA requirements without trouble. The modules can be adjusted to match specific needs and there's plenty of flexibility to support different levels of use depending on the size of the service.

Cons

The permission structure feels quite rigid and higher-level tasks require primary licenses.

“Responsive customer support team”

Pros

Having a dedicated account manager has made a big difference and the customer support feels very personal and responsive. It helps keep everything organized and any requests we raise are usually dealt with quickly. From a supplier approval perspective, the system is logical and fairly simple to work with.

Cons

templates are quite restrictive when it comes to making changes to the SAQ and specification template. It's also not possible to view the portal from the customer's side which can make answering enquiries a bit harder although our dedicated QADEX support manager is always available to step in and help.

“One spot for all documentation”

Pros

We found it very convenient to use. All the documentation is available in one place which makes things much easier.

Cons

At times the system can run a bit slowly and there's no option to attach images.