Leaptree Optimize

What do you like best?

1. The fact that Optimize doesn't make any calls to external clouds made it possible to get this tool approved for US Government where many others failed. You keep possession of all your Data in your already established Salesforce cloud.

2. Optimize lets you pick from your existing objects/data to automatically create scorecards and assign them to whomever you'd like (queues/groups or individual agents).

3. The team listens to feedback and when they hear a good idea that they can easily incorporate, they do it. Not like some other companies where things go into the list of ignored feedback. Honestly I've watched this product grow and improve over the last several years and it's really hitting it's stride.

4. It's EXTREMELY easy for the QA agents to use, significantly lowering the training that needs to be done to start using this product. This is particularly true if you are already on Salesforce Lightning.

5. The team is also very responsive to questions. Definitely a 5 out of 5 for customer service.

6. Oh and the pricing model is very reasonable. You only have to buy the licenses you plan to use where other similar products try to make you buy licenses for everyone in your org instead of just those actually completing scorecards or working on their administration.

7. Oh and the setup is clicks not code (I'm not even a SFDC admin and I figured it out 85% of it before having to ask them questions).

Looking at 40+ different QA tools in the last year or so, Optimize was the best hands down for a US Federal Government Salesforce QA System...And that was before the features in their most recent release.

What do you dislike?

You have to be on Salesforce Lightning (more of a good to know than a dislike).

There is no "Preview Scorecard" feature on the scorecard builder. So you have to open a second tab that has the scorecard you are working on and then refresh it after you make changes. Not a huge deal. Doesn't affect the QA evaluators at all, just the person who is creating the scorecards.

What problems are you solving with the product? What benefits have you realized?

Leaptree was really a giant step forward for our program.

-Better reporting of scores/averages/trends

-Better work monitoring and horizontal agent analysis

-The interface is MUCH easier for QA agents to use

-Changes in scorecards are handled really well (this was a problem for us in the past). All prior records are retained/unchanged if you change a scorecard (which was a big deal). The future scorecards follow the new version as soon as you save your scorecard type change. This is great.