Electric MSP Reviews & Product Details - Page 2

I like the turbine (cloud) platform and the Slack help desk feature. The platform allows you to manage all employee devices from anywhere and is super helpful for our hybrid team. The slack integration is quick and easy to use and makes requesting help from IT very simple. I also really like the one-on-one service with our assigned account manager and that Electric is equipped to handle a mac based company. Review collected by and hosted on G2.com.

There are a few small bugs still being worked out with the slack integration/help tickets and onboarding/offboarding. Those things are not deal breakers for us because this IT service is still light years ahead of other cloud-based IT companies. Electric is an excellent service for growing companies that don't have internal IT. Review collected by and hosted on G2.com.

Electric is easy to get a hold of and is accessible through Slack integration. Turnaround times on requests are handled promptly and they do a fantastic job ensuring all needs are met. Review collected by and hosted on G2.com.

There is nothing negative that I have to share at this time. They have an easy integration with Slack and are available at all times when an issues come up and I need assistance, Review collected by and hosted on G2.com.

Electric provides essential IT services for employee onboarding and offboarding, computer procurement, inventory management, end-user support, and endpoint management. The service we receive from Electric is at a lower cost and higher quality than we could deliver from the internal IT team. Review collected by and hosted on G2.com.

Electric support is only available via instant messaging, although email and form submissions are in the pipeline. Any tasks sent to a backend team, such as preparing and shipping a computer, have no visibility on the Electric Turbine website, making it difficult to track and report on these requests. Review collected by and hosted on G2.com.

With a shift in remote work, the walk-up IT experience is no longer a default model. Shifts in employee behavior with using tools like Slack have also changed the expectation of how staff wants to engage with IT. On paper, Electric.ai has a great concept that, if executed well, could be a real value prop for companies in how they provide IT & team member digital experiences Review collected by and hosted on G2.com.

Where do I start? Be cautious before you sign and read reviews online carefully. After trying for two years to make the model work, we have terminated our contract and are bringing these services back in-house. Reasons:

1) Electric.ai onboarding capabilities are limited.

2) Portal has very limited capability

3) Be on the lookout for constant up-selling vs. a focus on client success.

4) Service is not equal to the value

5) Client success needs maturity and focus Review collected by and hosted on G2.com.

Quick response times and help for day to day issues across with experts that our team members can reach out to directly Review collected by and hosted on G2.com.

The process seems to need some refining and doesn't seem as efficient as we'd like e.g. billing preferences, and having to provide information thatshould already be available to their agents in our device mangement portal Review collected by and hosted on G2.com.

Wide scope of support. They provided comprehensive support and were responsive to users. Their proprietary app and slack integration were nice features. Review collected by and hosted on G2.com.

Not much to dislike. They provided good support but their services weren't what we were looking for with the price. Review collected by and hosted on G2.com.

I would not recommend Electric to anyone, stay far away from this company. Review collected by and hosted on G2.com.

We were extremely dissatisfied with our previous MSP, so the fancy sales pitch that Electric provided to us was very enticing at the time. It sounded like the perfect setup for us, they would manage all our devices and accounts remotely and all we needed to do was send them a slack message.

Where to begin...

Let's start with the company as an organization (if you can call it that). They are an absolute mess. No one talks with each other. I have had to go back to my account manager frequently to have her remind the technical team of our processes as they seem to forget them every time we remind them (for instance, ensuring that our new employees and contractors have SSO accounts provisioned for them). All of this results in me having to QC ALL of their work. We are a company that has strict security & compliance requirements and we cannot rely on Electric to ensure we are meeting our security requirements like onboarding/offboarding SLAs. How this company maintains SOC2 Type 2 is an enigma to me.

Their system (Turbine) is a broke mess of a platform. Full of persistent UI bugs and it's extremely slow. We are a small company and nearly constantly have issues with someone's device being out of sync with the MDM server or being unassigned from an individual, or disappearing entirely. And when devices get out of sync, their solution is to wipe the employee's device and start all over. Really? Scorched earth is the only way to fix the problem? It's extremely disruptive.

Also the '10 minute response' time is extremely deceptive. Sure, they will reply to your slack message in a few minutes. Don't expect your issue to be resolved within that time though. Unless the ask is the absolute most basic task, it is almost certainly going to be escalated to 'level 2', which typically adds hours to the time to resolve.

But I've told them all of this already. And my account manager makes a good show of being genuinely concerned...make no mistake, this company has no intention of turning things around. I know this because I have a coworker who used them at a previous job, and from what he tells me it was all the same issues back then as well (too bad he didn't join in time to warn me!). Once they get you locked into that contract, you're at their mercy. Don't put your company in that situation. Review collected by and hosted on G2.com.

I love having a helpdesk that's smart, agile and flexible to take things off my plate so I can concentrate on the bigger picture iniatives as well as the added benefits of a great real time reporting tool and onboarding services with procurement options. Electric helps me to make the most of my day by removing obstacles that can prevent me from reaching my goals. Improvements to the Turbine portal come at a good pace, delivering better reporting and self-service actions that lower the friction involved in getting things done. Regular meetings with our Customer Success Manager give us the opportunity to provide feedback. Review collected by and hosted on G2.com.

I wish there were more diverse options for procurement, but that's a losing battle anyway in the current global supply chain environment. Review collected by and hosted on G2.com.

In a few years, I am sure that this will be an amazing company. They are not there yet. We have been a client for a year now and the service has been a nightmare though in the past month they are showing some signs of improvement. Review collected by and hosted on G2.com.

They have experienced some amazing growth, but they have not been able to manage all of the needs of each customer. Their systems are littered with bugs that take months for them to address and their internal teams do not communicate well. The amount of internal employee turnover is of great concern. As I previously mentioned, they can become a great MSP. They aren't there yet. Not even close. Review collected by and hosted on G2.com.

Electric wasn't helpful. We paid Electric to essentially support ourselves. Review collected by and hosted on G2.com.

Level 1 support mostly useless taking hours or even days to address simple requests. Let firewall update service lapse. Never once managed wifi access points. Review collected by and hosted on G2.com.