Product(s): UiPath Agentic Automation
Overall Comment:"We adopted UiPath four years ago during the height of the labor shortages brought on by the pandemic. Product's rankings initially drew us in, and UiPath's vision and capabilities made them the logical choice. Overall, the platform has lived up to expectations: development is straightforward, we've had no trouble finding skilled talent, and the ecosystem is mature and supportive. On the other hand, our experience with sales and support has been uneven. Earlier sales representatives were very engaged, helpful, and proactive in connecting us to resources; the most recent handoff left us with less engaged support, which has been disappointing. The Enterprise Success Program has been valuable in some respects - our Technical Account Manager has helped us understand new technology and mature our platform - but the broader program would have been more useful during our first year of implementation than in later years. Despite these drawbacks, UiPath remains our chosen partner because of their market position, maturity, and strong community."
UiPath is intuitive for developers and widely known in the automation space, which has made recruiting new talent relatively easy. The learning curve for the platform is reasonable, and compared to other large platforms, my developers find UiPath more logical and less cumbersome to work with. In addition, the UiPath community is active, their conferences are strong learning opportunities, and their forums/events provide a wealth of shared experience and best practices.
The inconsistency in sales and account management support has been the biggest drawback. In four years, we've gone through four different sales representatives. The early ones were excellent - responsive, knowledgeable, and proactive in helping us navigate resources. More recently, the level of engagement has dropped significantly. In addition, the Enterprise Success Program feels mismatched to where we are now; while the Technical Account Manager adds value, the Program Manager support is less useful in an established program than a fledgling one. Finally, their annual events are costly and not designed with mid-level managers in mind (their promotions and discounts are geared towards c-suite only), which limits access for those who could benefit most from attending.