Eracent review

"So far the biggest payoff has been with the vendor’s ability to customize the tool for our business’s needs"

Eracent
Website www.eracent.com/
Founded 2000
Headquarters Pennsylvania USA

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84%
84% Customer feeback

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Customer satisfaction

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty
84%
Customer score

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Version reviewed: v10.1.74.0

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

- Great service
- Microsoft ELP Tool
- Easy to customize
- More robust than anyone could take full advantage of (not a bad thing)

What are the weaknesses of this product?

- Install/ upgrade process is messy, time-consuming and requires Eracent assistance (fully included with annual maintenance cost).
- At times buggy, but great customer service makes up for it.

What features would you add if you had the choice?

- Cloud (IaaS/ SaaS) usage mgmt.
- More built in ELP generators for high-risk audit publishers.
- Would be AWESOME if there was better documentation, online ticketing system for support and online user community to share tips, troubleshooting, etc..

Version reviewed: 10.1.68.0

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Value for money
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Customer loyalty

What are the strengths of this product?

Eracent has a very comprehensive agent for discovery of both hardware and software. We rely on the agent to provide us with the information needed to manage our physical and virtual assets on a daily basis, as well as during software vendor audits. The robust Lifecycle Management capabilities of Eracent allow us to quickly respond to internal and external audits quickly and confidently.

What are the weaknesses of this product?

Eracent continues to enhance and improve the UI for the Software License Entitlement and Reconciliation portion of their product. The recently added CLR (Continuous License Reconciliation) feature provides detailed software license reconciliation data as well as high level graphical summaries. We look forward to the future enhancements that Eracent has on their roadmap.

What features would you add if you had the choice?

Common reporting interface between Discovery and Lifecycle.

Version reviewed: 10

Customer service
Value for money
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What are the strengths of this product?

Overall, we find this to be a very comprehensive software asset management product for entitlements acquisition and management, inventory / discovery, and automated reconciliation. There is quite a bit of flexibility in configuring the system settings, system access permissions and roles, and custom fields, to accommodate organizational requirements, even individual team requirements. Ability to schedule tasks, data imports/exports, reports, alerts, etc. is robust. Template capability for queries and reports, as well as data import/export, is substantial. Granular asset history and audit trail capabilities. The account management team is very responsive to support issues and requests.

What are the weaknesses of this product?

Back end engineers and development support staff are occasionally slow to respond to questions and issues sent to them by the account management team - when this occurs, it delays the account management team's ability to timely address issues.

We recently encountered an issue with inventory of Microsoft MDA devices using IPv6 - this capability does not yet exist in Eracent. We were somewhat surprised, given that both MDA and IPv6 have been available for quite some time. Eracent has been quick to respond to this issue and expects to add this capability in a build update soon.

What features would you add if you had the choice?

None

Version reviewed: 9.8

Customer service
Value for money
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Customer loyalty

What are the strengths of this product?

Eracent has an excellent user friendly interface. The full suite provides a complete solution for managing software assets and overall compliance and risk. More then just a detailed tracking tool, Eracent transforms procurements into entitlements and compares entitlements to installations. These high level roll ups provide a complete compliance picture at both department or Enterprise levels. We have successfully defended our compliance position in several external publisher audits.

What are the weaknesses of this product?

Eracent doesn't offer an annual user meeting, whereby their customers could exchange ideas. Moreover, a helpdesk would be useful for addressing daily user issues.

What features would you add if you had the choice?

Their audit file (product catalog) needs to add more engineering applications. There user manuals need to be more user friendly.

Version reviewed: v. 9.8

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Provides HW, SW inventory, license reconciliation and lifecycle tracking with the ability to connect contract, procurement and user relationships to an asset. Easily customizable. Good, reliable customer service. Eracent has been very supportive of us over the last 10 years.

What are the weaknesses of this product?

Would like to see more obscure engineering titles added to the inventory catalog.

What features would you add if you had the choice?

Many of the new features found in version 10 (ITMC) of the Lifecycle manager module, e.g. dashboards, more extensive reporting options will address current needs.

Version reviewed: 10.1

Customer service
Value for money
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Overall satisfaction
Customer loyalty

What are the strengths of this product?

Feature rich, customization, and world class support team. Coming off of CA and Clientele, we moved to ITMC about 2 years ago and we have already experienced a huge saving in just the software usage metering feature alone, as well as the End User Request Portal which for us, was the clincher in purchasing this product. So far the biggest payoff has been with the vendor’s ability to customize the tool for our business’s needs. In addition, with Eracent, you get a dedicated team of experts and you keep the same team who helped to get you there. That’s a huge bonus.

What are the weaknesses of this product?

Lack of documentation for the product. One of the areas we struggled with early on was simply gaining familiarity with the product since it has the ability to touch so many aspects of your business (financial planning, budgeting, warehousing, asset tracking, software usage, network discovery, EU request portal, on and on...) it can be confusing for the administration team to get started out of the gate. However with the products ability to lock down any feature or view for the EU community, you’re able to keep those users from being overwhelmed.

What features would you add if you had the choice?

The product is already loaded with more features then my team is able to leverage at this time.