Product(s): GEP SMART
Overall Comment:"From the beginning of our engagement with GEP we have had a worthwhile experience. While we do see opportunities for improvement in some areas of the application's overall usability and consistency, we do believe we have setup a wonderful platform for our organization that has led to rapid improvement to our processes and will continue to help us grow in the future. GEP's sales organization was a pleasure to work with and always came prepared and willing to get into a deep review of our current processes and solutions to ensure we were making the right decision for our organization's future. The overall implementation process was a positive experience, but we did hit a few bumps along the way. Particularly with migrating our data and addressing change management within our organization. "
The GEP SMART solution offers a highly-customizable platform that is extensive in functionality, focusing on keying users in a singular platform, which allowed us to easily streamline our business processes in numerous areas. Additionally, the implementation team was overall extremely helpful in developing the solution quickly and ensuring it would bring significant improvement to our organization. Most users find the platform to be incredibly user-friendly and much more modern than other solutions in the space. Finally, the built-in AI and automation in the tool to offer user assistance and insights was a significant value add for us. The chatbot in particular is going to be very beneficial as it will handle many of the level 1 incident tickets we receive and will ultimately reduce the level of effort our support team.
1. Usability, while significantly better than an ERP solution, still has room for improvement. While our users find the interface to be user-friendly, there are some areas of inconsistency in terminology and the experience can vary from module to module. For users who are not used to an online platform this can be confusing and frustrating. Additionally, the out-of-the-box notifications from the platform are not user-friendly and most of our user-base has found them confusing, leading us to need to rewrite 1000s of communications. 2. The reporting capabilities, while functional, could be built with more flexibility. It seems to require a deeper knowledge than the average business user would have and often times the field naming conventions which are reflected in the UI are too long and illogical. The capabilities of the reporting functionality and dashboards don't align with standard sourcing, procurement, or contracting KPIs which resulted in a significant amount of effort for us to get what we needed well past the launch of the modules. 3. Contract lifecycle management lacks some of the more advanced capabilities offered by dedicated CLM platforms. For example, the collaborative redlining and ability to easily modify or amend a contract are clunky, non-user-friendly experiences. The OCR capabilities of uploading existing contracts lacks critical functionality, such as the ability to share and review a contract prior to finalizing the upload into the tool. This required an additional cost for GEP to assist us in loading them into the tool on our behalf.