Agiloft CLM Platform

This would have been a four star review up until the recent changes to the support system and the new licensing structure. I inherited Agiloft from a prior contracts manager who left our company, so I can't comment on setup or implementation but as the administrator and a user I have found that there are pros and cons. The system is very customizable, which is both good and bad - we have extremely customized workflows but to maintain, troubleshoot, or update them you need to be very experienced with the system and typically need some coding knowledge to manage more complex workflows and rules. This system is also built on several 'tables' for each piece of information, and you need to be very aware of the dependencies and actions that happen (sometimes several layers deep) to avoid issues. The support team used to be very helpful but now it's constant roadblocks and very little help. Their third party recommended consultant also used to be extremely helpful and responsive but we're also having to wait days to meet with them so good luck getting a quick answer or help on the fly. I'm the only administrator so I rely on their support team when we run into issues and I'm no longer confident that they have the capacity or ability to help us move onto their new platform. We're treated like the red-headed stepchild instead of a long-term valued customer because we're still on the older iteration of the system. Everything is an add-on or module that requires a sales rep to do an in-depth licensing evaluation. This is probably going away with their new structure but still, the features are confusing and the lack of support makes us more hesitant than excited to move onto the new platform. We have not yet used the AI features so I can't comment on those but we have been evaluating other platforms that can do what we need and are easier to configure. I used to be the one trying to convince our team to keep Agiloft, now I'm pushing to explore other solutions.