What do you like best about Agency Matrix?
The fact that it allows you to manage a client's standard info - their contact info, preferences such as do not call/ text/ e-mail, etc.. Notes, comments, and alerts all come in handy! Tasks are also great.. Overall, the system has the basics needed to effectively handle a client's account.. On the commercial side - their Acord forms are helpful (if they would always populate).. The Certificate Holders information is also helpful.. (if there was a simple way to manage renewal COIs).. Review collected by and hosted on G2.com.
What do you dislike about Agency Matrix?
Everything about this system is glitchy.. Parts of it are just clunky - even down to the color scheme. That's aside from the point, though - the real issues are these:
In the case that the system is DOWN - which it is OFTEN - Agency Matrix could care less how long you are left in the lurch.. You call for an update and their response is "we're aware of it and cannot provide any turn-around time for when this will be fixed; it's being worked on" - this is by FAR one of the worst issues to boot... So if a client comes into your office, you're left unable to provide any COIs unless you download a fillable one online (which you'll then need to redo in the system once it's back up) and you also cannot provide them any idea when your systems will be back up...
More than once, the processing time was 10x slower than normal so that posting a note to an account took 30 minutes, instead of 3.. This was so inefficient and time-consuming!! It was driving my team mad!
Requests to speak to management go unheeded - no one gets back to you! So don't expect anyone to care about your agency if they've dropped the ball..
The Acords have glitches at times where you cannot save or download PDFs..
There is a feature where we can Email COIs to clients - many times, these emails do not reach clients - we have had to BCC management just to be sure these e-mails are in fact going out..
The system will log you out within what feels like 30 mins if not in use (we still operate with a lot of paper and in-house clients)
There was also a CYBER SECURITY BREACH in the past few months - I do NOT feel safe having Matrix handle our agency's information NOR our client's information!! This affected hundreds of their customers - and their customer's clients!!
I do NOT recommend this management system to anyone... In the process of switching them by the end of the year, if not sooner.. You spend so much time trying to catch up, it's a waste of time and energy! Find better than this!! Review collected by and hosted on G2.com.
