Buyer Beware if You're a Marketing Agency

Buyer beware if you're a marketing agency looking at Wrike for PM tool. We engaged Wrike to help us solve some very specific issues in which we outlined in detail during our numerous calls with sales rep. He showed us high-level that we could solve for our needs in his demo account which was not set-up to be agency-specific. He gave us test access and we tested as much as we knew how to test not understanding how to use the system but was reassured by the sales rep over and over again that Wrike could solve our needs. We decided to proceed with Wrike and even purchase the onboarding package so that someone could train us on how to use the system. The first onboarding rep we were given had literally zero clue how agency operations were set-up. We again outlined everything we needed Wrike to accomplish for our business and we left our first session feeling like we made a big mistake. We were given a second onboarding rep who was a lot better however, after three sessions, he couldn't even help us with solving our needs. To his credit, he tried so many workarounds but the system still wasn't working for what we made very clear we needed it to do. For reference these are the items we stated numerous times we needed this system to solve for:

1. transparency with clients being able to plan out ongoing marketing plans (solved only 50%)
2. track time and effort to be able to track workload (solved)
3. track ongoing month-over-month retainer budgets and products clients (not accurately solved)
4. be able to built reports to show clients time spent, workload, marketing plans, and have visibility over each employees tasks (solved 50%)
5. at the end of the month, be able to bill clients based on main project then category for example digital marketing retainer: webinar or inbound marketing retainer: email marketing where all time and subtasks roll up to the category that we can either push to our billing software or export (did not solve at all)
6. track and assign task and subtasks (solved)

After our third training (30 days) it was made even more clear to us that this system of which would be $8k for the year that system was making our team double work and still manage clients in documents outside of the project management system. We reached out to technical support regarding our issues as well and they couldn't help us either. We immediately made it clear to our account manager of whom did not reply until the third follow-up I sent. Then said he would schedule a call but once again ignored me until the initial 3 follow-ups I sent. When we finally got on the phone with his manager what a joke of providing customer service. This guy was rude and disrespectful. Our AE was on the call and once again tried to solve our problems but couldn't. The manager said, "well didn't you have a trial"? Why yes we did however, we didn't know how to even use the program or have all of our processes//data in to ensure this worked because we were given a blank slate. I asked to get out of our contract because the system was not working for what we needed that I made very clear during every single step of the process. The manager laughed at me. I offered to pay for all training and any months we've used (1) however, he still refused. I have decided to not pay the contract. DO NOT USE IF you're AN AGENCY!

1
5 comments
Spot On Innovative Approach Stellar Advice
Avatar
 
Thanks for getting in touch and taking the time to share your experience with us on the Community. I'm really sorry to hear that you're disappointed with the service and interactions you've had with our team. This isn't an experience we want for any of our customers, and we're looking into this as we speak.
 
I've flagged this with the relevant team and we'll be in touch to follow-up and discuss this in more detail.
 
If there's anything else I can help with here, please don't hesitate to ask.

Elaine Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Elaine Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Elaine,

Thank you for your professional response. Unfortunately, our account team already knows all of this and this post was only to let other marketing agencies know before getting stuck like I am. I'm also listing out additional information for other marketing agencies to let them know the additional issues that we found only after our training. 

  1. We are not able to automatically sync items to our billing software 
  2. We cannot pull a report that rolls up effort and spent time to parent tasks to share with clients or view internally
  3. We cannot show the client a limited set of high-level tasks to plan for the future or to show them progress by month
  4. We are struggling to get a dashboard or report that represents all clients and where they stand from an effort/actual time spend perspective. Currently, we need to go into each client project to see this information accurately
  5. In the timesheet view, it is very hard to find a task to track time to unless it is very specific names, but then task names get very long
  6. There is not an open text widget for dashboards that allow us to write notes or take client notes. Currently, we have to do this in a task. 
  7. We cannot build a dashboard or report that accurately shows each client's, budget in dollars, budget in hours, effort, time spent, remaining hours, and remaining budget by month 
  8. We cannot create a view and share it across all projects. We need to individual make those updates per project
  9. When filtering by the due date - this month, sums are not accurate for all users at the top in light gray and at the bottom in the sum row
  10. Created calculated fields do not work, etc. remaining Hours
 
We are stuck in whichever direction we choose and I don't want other agencies to be in the same situation. 
0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Hi Staci Cretu, thanks for following up here. 

I've shared your comments feedback with the team. If there's anything else I can do to help here please do let me know. 

Elaine Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Elaine Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

And it get's even worse. I received this canned response on Trustpilot based on my review. I'm assuming the below comment from the customer relations team is just a canned response because no one is making this right for us. "Thanks for your feedback. The experience you describe does not reflect the level of service we strive to deliver, and we want to help make it right. We were unable to identify your account from the information here, so please contact us directly at customerrelations@team.wrike.com. We would love to make things right if you give us another chance."

I'm trying to make it right by paying to date what I've used due to the classic bait and switch. I don't appreciate being told by one team you'll make this right and that you won't by another. Just one more reason to add to the list of how horrible this experience now is. 
 
1. Sales tells us yes we can do everything we need to do, 
2. We sign up, 
3. Operations/support says sorry we can't help you with your requirements, 
4. Customer service says we want to make things right.  
5. Sales still say screw you, we don't care if what we said our application can do actually can't be done you're still paying for $8k. 
 
To be completely honest, I'm not sure we even need a call tomorrow because here is what I'm offering at this point. I will pay for the training and the month and a half we've had the system nothing more. If that is not acceptable then you will need to send my $8k bill to collections and not recoup any money. I'm beyond the point of trying to talk to people and feel completely taken advantage of. It was evident in our last meeting when we started showing what we were referring to in our instance and no one again could help then we were forced off the phone. This is the worst experience I have ever had to date. 
 
Better yet, I reach out to customer service, VP of Sales, Regional Sales Rep, and our Account Rep multiple times with zero response. 
 
 
0
Comment actions Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Hi Staci Cretu, our team has let me know that they have been in touch with you to discuss this further. I've also shared the above detail with them. If you need any further assistance from me here, please don't hesitate to ask. 

Elaine Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Elaine Wrike Team member Become a Wrike expert with Wrike Discover

0
Comment actions Permalink

Folllowing List for Post: Buyer Beware if You're a Marketing Agency
[this list is visible for admins and agents only]

Top
Didn’t find what you were looking for? Write new post