General Inquiries

Vista Viewpoint Support Delays

  • 1.  Vista Viewpoint Support Delays

    Posted 17 days ago
    We submitted a support case to Viewpoint on December 18th, and still have not received a response. We've tried chatting, calling, and updating the issue through the customer portal, but can't get a response. I keep getting told that there is no one available who can help, but that our ticket has been "expedited" and we should expect a call back within an hour. It's been three weeks. I know things get busy at year-end, but this is excessive.

    I can't believe we pay so much money for such useless service. Has anyone considered dropping their support? I know we lose the payroll tax updates when we do that, but since last year's update came out incorrect, and this year's update hasn't been released yet, I'm not sure that's a big loss.

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    Juli Riles CCIFP, CMA, SPHR
    Controller
    Unger Construction Co
    Sacramento CA
    (916) 698-5298
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  • 2.  RE: Vista Viewpoint Support Delays

    Posted 16 days ago
    Juli I feel your pain. We have had multiple cases where it took weeks for Viewpoint to respond. I talked to head of support who promised it would get better, and occasionally I have had answers quickly , and other times have had to call over and over to get someone to respond. I believe there are many CFMA members who use Viewpoint. Maybe this can be addressed. They need to improve this situation.

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    Penny Orr
    Controller
    J C Orr & Son Inc.
    Altoona PA
    (814) 944-8111
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  • 3.  RE: Vista Viewpoint Support Delays

    Posted 16 days ago
    Support is typically terrible.

    We often have more luck figuring out things ourselves at this point.  Their grip on us with the exorbitant fees is frustrating.

    I truly wish they would have two "support" packages, one with updates only and one with updates and support.  This would allow us to utilize a consultant for support instead of being bound to their terrible system.


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    Betsey Chavez CCIFP
    CFO
    Rummel Construction, Inc.
    Scottsdale AZ
    (480) 222-9922
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  • 4.  RE: Vista Viewpoint Support Delays

    Posted 16 days ago
    We have the same issue.  I set a case to critical, a week later without a response I had to reach out to customer relationship manager to escalate the case.

    I read about this all the time on the thread. However, nothing is done to get the ball moving.  I wonder if CFMA could setup an advisory group with Viewpoint executives? Once a quarter we could have a call to discuss the issues we all have using, installing, updating, the software?  This might also be an opportunity for Viewpoint to share the roadmap, new features, etc. with some of the biggest users in their space.  Viewpoint could also share the support benchmarks and what they are doing to help curtail the bulk of the issues in the space.  CFMA should help focus our concerns into something where it will be heard.

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    Matt Seals
    President
    Seals Construction, Inc
    Visalia CA
    (559) 651-4040
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  • 5.  RE: Vista Viewpoint Support Delays

    Posted 11 days ago
    We use Source One Solutions for our customer support needs.  Gwen, Drex, Diane & Paul provide an extremely high level of customer service via a team effort to attack our on going challenges .  When dead lines are fast approaching and your report is due, this team shines the very brightest.  You really never know when things will go array but this team you can count on to help bale you out.
    I have been supported by Source One for many years and can't say enough our the team approach.

    A true professional and a business partner is what CFO's need on their team.  When, not if a situation arises please contact Paul Krieger.


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    Anthony DiFerdinando, Jr.
    CFO
    Fort Myer Construcion Corporation
    Washington DC
    (202) 636-9535
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  • 6.  RE: Vista Viewpoint Support Delays

    Posted 16 days ago
    We use Business Information Group for the bulk of our Viewpoint Support. They helped us migrate our Viewpoint installation to a new server and upgrade to 2020 R1 last month. One of their consultants is coming next week to help us start implementing the Service Management module for one of our divisions that does a lot of small jobs. They were always at Collaborate in the past and they have a very knowledgeable group. Most of their Viewpoint/Vista support people have either come from Viewpoint or a company that used it. Yes you have to pay them but their rates are lower than VP Professional Services. I realize normal support is part of what we pay VP maintenance for but I have no problem paying them because you get what you pay for. We still pay VP Maintenance,

    https://businessinformationgroup.com/software-consulting/viewpoint-construction-software/

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    Ron Pitts CPA
    Chief Financial Officer
    Baldwin & Shell Construction Company
    Little Rock AR
    (501) 374-8677
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  • 7.  RE: Vista Viewpoint Support Delays

    Posted 12 days ago
    Somewhat ironic that at the 2019 Viewpoint Users Conference they had a (full convention hall) general session on their effort and success in providing "world class" support...self reported success, that is.  It seemingly has gotten worse since then.

    We have turned to utilizing "independent consultants" for a lot of our issues as they are so much more responsive, have taken an interest and relationship in our company, and are much more consistent to deal with (since it isn't a new consultant to the company for every issue).  As mentioned previously, it seems like a CFMA advocacy / Vista Users Group is possibly a good start...but that only works if Viewpoint agrees to work with them and puts weight on what their feedback is.  Unfortunate as the support with Viewpoint is in our renewal and maintenance costs, but it's almost a sunk cost as this point.

    (One thing I have noticed is Viewpoint just want to push new products and developments without ensuring their current product is working well, efficient, effective, and user friendly...just buy the next thing we've been working on and it will solve all your problems!)

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    Brian Blue
    Controller
    Bob Bergkamp Construction Co., Inc.
    Wichita KS
    (316) 522-3471
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  • 8.  RE: Vista Viewpoint Support Delays

    Posted 12 days ago
    Edited by Lisa Kahler 11 days ago
    Hi all-
    We are a 3rd party consulting group that specializes in custom reporting (both Crystal Reports and SSRS) for Viewpoint customers. We have heard from many of our customers, too, that they feel the support coming from Viewpoint has taken a huge downward turn.

    That all being said, if there are Viewpoint customers out there who are looking for 3rd party consultants for support, shoot me an email. We are quite familiar with folks at many of the consulting firms that we could connect you with - depending upon your needs/concerns/questions.

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    Lisa Kahler
    President & Consultant
    CCE Group Inc.
    (952) 769-7531
    lisakahler@ccegroupinc.com
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  • 9.  RE: Vista Viewpoint Support Delays

    Posted 11 days ago
    I've worked with Lisa Kahler and give her an A+

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    Carol Hagen
    carol@hagenbusiness.com
    Chandler AZ
    (602) 570-7289
    Bluebeam Training: CFMA members not currently our customers can take advantage of our 7-part Bluebeam Revu live web training series for45/pp. Starts April 1, 2020 #workfromhome
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  • 10.  RE: Vista Viewpoint Support Delays

    Posted 10 days ago
    Viewpoint has to make a profit for its shareholders.  Support is not where the company makes the best margin.  While we pay substantially for support, Viewpoint makes a better margin from new clients over existing clients.  Viewpoint has to spend its resources on innovation to generate more new clients, so the support budget is always short.  Viewpoint support has steadily gone downhill after Manolis took the reins as CEO.  It wasn't great before him but is all out lousy now.  I don't see it improving; Viewpoint will show their statistics saying they are getting better, but it will always be lousy in my opinion.  I don't see a way out of not paying for support, though.  I would suggest using consultants for most of your customization and issues, but there will be times that the consultant will need Viewpoint support for something.

    There is a Viewpoint user group that meets with the executives of Viewpoint.  It isn't through CFMA and is by invite only, but one exists.  The companies in the group, for the most part, are large players that have invested considerable resources into Viewpoint.  Even with their voice, Viewpoint has not improved its support.  Since Viewpoint is a partner with CFMA, maybe a CFMA group could be established.  From my experience meeting with Viewpoints executives in the past, Viewpoints hands are tied to the direction they are going.  They will listen and fix a few things that the group wants but will keep going in the same direction with limited support.

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    Barry Bulow
    Corporate Controller
    KBE Building
    Las Vegas NV
    (860) 284-7422
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  • 11.  RE: Vista Viewpoint Support Delays

    Posted 9 days ago
    Barry makes a good point. But this being the case, they need to quit bragging at Collaborate about how much they've improved their support response time while everyone rolls their eyes. They may make better margins through new clients but they also have guaranteed annual income from maintenance renewals so they should be putting resources into providing value for the maintenance fees.

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    Ron Pitts CPA
    Controller
    Baldwin & Shell Construction Company
    Little Rock AR
    (501) 374-8677
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  • 12.  RE: Vista Viewpoint Support Delays

    Posted 9 days ago
    We have also had terrible luck with Viewpoint Support and implementing anything new has been a huge struggle with the Viewpoint Project Management Team.  The best thing we have done is hire a 3rd party consultant. Rates are typically lower than Viewpoint's and usually they are much more knowledgeable/practical.  We currently use Kevin Halme with Constructive Tech Solutions.  I can't speak highly enough about Kevin.  He is absolutely fabulous.  He worked in the industry for many years prior to becoming a consultant so he really understands the dynamic between the accounting and project teams and how to apply the software to fit the needs of the company.  He also is extremely responsive and transparent.  Most of our issues have been resolved in a matter of hours.   Here is his contact information:  kevin@consttech.solutions 612-979-8334

    Good luck everyone!  I feel your pain!

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    Katie Burton CCIFP, CPA
    Controller
    Lydig Construction, Inc.
    Spokane WA
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  • 13.  RE: Vista Viewpoint Support Delays

    Posted 9 days ago
    We use their support when it really is critical (like payroll mandatory updates or a stuck batch posting) but many times, we just turn to Silvertrek Systems, LLC. Their service is off the charts responsive and they know the ins and outs of Viewpoint. I run all of my "make my job easier" ideas by them and they come up with streamline processes to make it happen when I actually need it. I don't always have time to figure out why a report isn't pulling like it should when they can provide that quick tweak and I'm back on task. It's nice to have options and even better when that option is great. If you're looking, I know that Jenna over at Silvertrek (jenna.bonham@silvertreksystems.com) (360-667-3340) could help relieve some of your frustration.

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    Holly Beatty B.S. Accounting
    Millie & Severson General Contractors
    Los Alamitos CA
    (562) 493-3611
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  • 14.  RE: Vista Viewpoint Support Delays

    Posted 9 days ago
    Hello CFMA Members,
     
    I am Joel Tanner, Sr Director of Customer Support, and I've been with the company for nearly 10 years, first at Dexter + Cheney, then Viewpoint and now as a Trimble company. 
     
    First, let me say that I appreciate your feedback as it instructs us in areas for improvement. My team and I are 100% committed to providing you the best service experience in the industry and have made a lot of changes over the last 2 years that have resonated with you all and improved your overall satisfaction, but individual experiences matter and yours haven't been to our standard. As a result of comments on this string, I am evaluating internal processes that are intended to increase overall responsiveness and address the specific experiences described above.  
     
    Please know we understand the critical role our solutions play in your business operations, and that our goal is to ensure that you are well supported and meet your expectations with each interaction. In looking back at 2020, we responded to nearly 200k support questions, conundrums and issues from our customers and the vast majority of those experiences were rated by customers as well above par. That's what we continue to aim for -- your praise and satisfaction in a job well done -- as our measure.
     
    My contact information is 206.351.9819 or email me at joel_tanner@trimble.com and I welcome a conversation with you all. These are opportunities to grow for us as a Support organization.
     
    Best, 
    Joel Tanner


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    Joel Tanner
    Sr. Director Customer Support NA
    Viewpoint
    Seattle WA
    (206) 462-7718
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  • 15.  RE: Vista Viewpoint Support Delays

    Posted 9 days ago
    Hey Joel, thanks for replying on this thread! Support is hard, and support during January after a year of COVID-related changes? Hoof, you and your team have a tough job! Keep improving! Even though we may all seem a little frustrated at times, all of us Vista users are rooting for you.

    Thanks!

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    Michael Kelley
    President
    Silvertrek Systems LLC
    Battle Ground WA
    (360) 667-3340
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  • 16.  RE: Vista Viewpoint Support Delays

    Posted 6 days ago
    I've worked with Vista by Viewpoint for going on three years now, and to be honest - I have been frustrated with the software for the entire time.  Having implemented and utilized multiple ERPs over the course of my career, I was completely disappointed with Vista.  I agree with every statement made in this post with respect to slow response time, arduous processes, etc.  While we have never considered cancelling the maintenance (because it is required for regulatory & version updates) - I do not EVER contact Vista support if I can help it.  Viewpoint (Trimble) is an enormous company, marking a host of systems and solutions, and support (outside of development) doesn't seem to be their end game... that said they do partner with consulting firms to handle implementation, customization and support.

    We use Source One Solutions for all things Vista/Viewpoint related.  They have an exceptional team at Source One.  They are well versed in the software, but what's better is that they take the time to ask the right questions and determine what the customers individual business requirements are.  So in effect, what we have is a group of Vista/Viewpoint experts who, because they take the time necessary to understand our business' needs and challenges, are then able to offer recommendations, talk through issues and work towards improving our internal business processes so that Vista/Viewpoint works FOR us, rather than the other way around.    My understanding of Vista/Viewpoint has increased dramatically over the past 6 months, simply because I now reach out to our partners at Source One, rather than spending hours attempting to figure things out by going through Viewpoints on-line tools (I don't even attempt their support phone lines - life is TOO short)

    I consider the Team at Source One to be one of my most valuable business partners, and am happy to discuss further if you feel it would be helpful. Please feel free to contact me privately if you would like to chat.
    ______________________
    Donna Doherty
    President
    BCCI - New Castle DE
    302-571-9773 (Ext 104)

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    Donna Doherty
    Brandywine Construction Co., Inc.
    New Castle DE
    (302) 510-6243
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  • 17.  RE: Vista Viewpoint Support Delays

    Posted 5 days ago
    Donna,

    I could not agree with you more.  Ever since Viewpoint/VISTA was purchased by the private equity firm the customer service suffered greatly.  I am very happy that Source One filled this void to maintain proper business relations.

    Tony DiFerdinando

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    Anthony DiFerdinando, Jr.
    C.F.O.
    Fort Myer Construcion Corporation
    Washington DC
    (202) 636-9535
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  • 18.  RE: Vista Viewpoint Support Delays

    Posted 6 days ago
    I share the opinion that their support has really fallen off since the days when Dexter and Chaney was a privately held company, while the annual maintenance fees have reached unreasonable levels.  I've been waiting for two days for a response to a vmail, plus an email,  plus two follow up inquiries on the Portal to a relatively simple issue and I'm getting zero response.  When I did speak to a person last week (after 30 minutes of hold time) she was unable to answer the question and said she'd pass it on to a more experienced co-worker but that has gone nowhere.
    Hey Viewpoint, if you're going to charge Nordstrom's prices for your maintenance then you need to deliver Nordstrom's level of customer service, not WalMarts.
    If anyone from Viewpoint cares to look into the details, see Case # 30621032.


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    Colin Thompson
    Cfo
    Power City Electric
    Spokane WA
    (509) 789-1772
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