AptoReviews of apto.com

We have certainly had our fair share of frustrations with Apto. We used to have great experiences with Apto Support-- they used to be quick to respond and resolve our issues, even if it was a little bit out of their "scope." More recently, however, we do not get timely responses (I'm on day 8 of waiting for a response, currently) and when we do hear back, it's usually "a Salesforce problem", not theirs, or not in their scope of support services. We get non-helpful responses more times than not. I will say, when we do get helpful responses, they're great. I've had a few good experiences with Chloe and she was very helpful. For example, we were having an issue with our workflow automations working correctly, and requested that they take a look to see what might be the problem. They responded by saying that they don't support that, and that's a Salesforce's function. We were under the assumption that since Apto is built on Salesforce, we'd be able to get support for any function of Salesforce that Apto uses, especially since the workflow automation was part of the sales pitch. We were given the option instead to pay a third party to set up the work flows. We had them set up, they just weren't working correctly. Overall, the CRM is not very intuitive, and some of the most confusing parts of it are locked for customization, so we can't change some of the wording to fit our company's "language". Again, when we've contacted support on changing the name of objects, we're given the option of contacting a third party and paying for customization services. Very disappointing response for a software that's selling point is that it's customizable. If you're looking at purchasing this software for your brokers, understand that the product "out of the box" is pretty difficult to use effectively, and you will likely need to invest in customization services to make it worth it. It's also worth considering paying for a service that will train you to use it as well. The new Apto Learning Center is nice, which contributes to the 2 Stars, but it would still be nice if Apto offered some sort of "Starting from the Beginning" training. Despite our frustrations, we're sticking with the software since we've invested a considerable amount of time and money in to it. We really hope that Support ups it's game a little bit and is most customer-focused in its responses. Even if it's a Salesforce problem, the users are Apto customers, so they should be taken care of by Apto Support.

Out of the 7 times I've used the call-in support, only one time could they fix my problem. It was a rookie problem too. Since then the call-in support group makes this software experience, horrible. Mostly when I ask for help, they have no clue whats going on. Or they make me feel like they know how to do 15-25 things really good, but since the thing I'm calling about is not one of those items, it's beyond the scope of the support. I've reached out to Facebook Help Groups and have gotten things fixed faster from people in Russia than Apto Support. Mention you want to add a license and Apto Sales cant call you quick enough. It's very unprofessional. Hire more effective support, not ones who huff and puff. Looking back, these things that I had to get fixed, were no-brainers for any SF user with a small amount of setup experience. Also the support docs Apto has in the help section, respectfully I find them incredibly useless and damn near insulting how much time was spent making them. Other than that, I do like the integration overall. I feel strongly that the support staff is embarrassing Aptos image. That is my fair and honest review. It's not meant to be insulting.

Apto is a great tool but there are some very important features that were never developed. Example, the ability to upload linked contacts, companies and properties all at once from an excel spreadsheet. You must go through the migration team and do this in multiple phases rather then being able to upload on your own. It costs $400 every time to do this. Also, the sales and customer service team is nearly un-responsive.

The complexity and lack of on-boarding support without paying extra for it has me wanting to return to Clientlook.

Apto is pretty easy to use. Prospect and Nurture (which connects to Apto) has one limitation that makes it super frustrating for everyone at our company. When building a new list of prospects it makes you choose from a section called "contact frequency" and the lowest frequency is 30 days. If you call someone on the list - they don't show up again on that list again for 30 days. This makes no sense for our business (Commercial Real Estate) as we usually follow back up with people one to two weeks later and even sooner if we just had a meeting or proposal with them. We asked for them to reduce this limitation to 1 week or just remove it but they haven't done anything about it. They told us a work-around idea that includes setting tasks for everyone you contacted but this defeats the purpose of having tasks which I use only for the most important follow ups. This limitation has forced me to make calls from regular Apto which is slow and tedious and my call volume in recent weeks has been cut in half because of it. I know that everyone at our company would really appreciate this to be updated in Prospect and Nurture as soon as possible.