Sage Intacct

The easy of use of the system with it's comprehensive feature set.

The cost, it is very expensive. That said I also understand why, comparatively there are not a lot of platforms that integrate as well and as much as Sage.

The customer service can improve. When we were sold the product, one feature that we were looking at is the ability to make ACH payments directly from Sage. After implementation we were told it could only be set up for one bank account. We were very clear during the entire implementation process that we had a few hundred bank accounts. That was disappointing. Second, each year for our renewal we bring the ACH issue up to see if anything has changed and we have asked multiple times about reporting. We run general ledgers for each of the trusts quarterly and have to manually run each report. We want to see if there is a way to batch run and save individual reports. Last year our rep never circled back and this year it is still floating out there. I'm not sure why that request is so difficult to accommodate. Also, I just received our subscription renewal for the upcoming year and the rates increased anywhere from 31% to 44%, this is unacceptable. They threw in a 3 year subscription to lock in rate increases and that was not an option previously. I manage software costs for our CPA firm and have not seen any increase to this magnitude and it is unacceptable. Last, a couple years ago we double paid our annual subscription because we had forgotten it was on auto pay. It is impossible to get someone on the phone to address these types of issues. While it was our error, it took far too long to resolve and have the money returned to us.

The system is powerful, but navigation and setup can feel complex for new users. Some advanced reports or workflows require help from consultants or Intacct partners.

The selling process and account management. The people that see, manage and handle accounts on a day-to-day basis are not accounting or technical people. But they hold the keys to everything. Cost is becoming unreasonable from initial start of contract. Despite discussions about this, the account manager continues to try and get more money. Despite hours left on contract, I was required to sign a new agreement committing to additional cost. Software is good. The account management and customer experience is terrible for a company below $20M.