Wowed in the short term, very disappointing long term
May 19, 2023

Wowed in the short term, very disappointing long term

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Celonis

I used Celonis to drive process efficiencies and underperformance alarms.

Pros

  • Process visualization
  • Alarms/ Notifications
  • Root cause analysis

Cons

  • Sales/ Service Support
  • Sales Ethics
  • Customer Support
  • Negative: Reoccurring service disruptions to critical operations at the end of fiscal periods.
  • Negative: Costly implementation that took much longer than quoted.
  • Negative: Automation of repetitive tasks, when functional, but could not rely consistently on to replace human processing fully.
Celonis has some nice process visuals and root cause analysis. Still, the insights are only as good as the underlying data, which is messy at most companies, like Incorta and Mircosoft Power BI.
The support staff was helpful during the initial setup, however, I did not receive any webinars or training materials beyond that.
It was good in concept, but data issues, challenging maintenance, and repeat service disruptions made it difficult for Celonis to drive a real impact.

Do you think Celonis delivers good value for the price?

No

Are you happy with Celonis's feature set?

Yes

Did Celonis live up to sales and marketing promises?

No

Did implementation of Celonis go as expected?

No

Would you buy Celonis again?

No

My enthusiasm has lessened with what I feel have been disappointing sales interactions, unethical and misleading communications, and reduced support. I believe that they focused on landing an account and talking big up front, but that was not sustained, and actions were only taken to maximize their profit and not to do what I feel is right for customer success. I think you should be weary of exponential cost increases and a lack of transparency on long-term costs. Overall I wish I never did business with them.

Comments

  • Elisabeth Bauer | TrustRadius Reviewer
    Elisabeth Bauer
    (Vendor Representative) commented a year ago
    Dear Valued Customer, Thank you for taking the time to provide feedback on your experience with Celonis. We appreciate your willingness to share your thoughts and concerns. We genuinely value customer feedback as it helps us identify areas where we can improve and deliver a better experience for our users. We understand that your review expresses a negative experience with our product and services, and we apologize for any inconvenience or disappointment it may have caused. We take such feedback seriously and strive to address any issues that our customers encounter. Your feedback serves as a valuable opportunity for us to evaluate and refine our offerings. To ensure that we can promptly address your concerns and provide a resolution, we kindly request you to reach out to us via email at cx@celonis.com or directly to me. By directly communicating with our Customer Experience team, we can better understand the specific problems you encountered and work towards finding a satisfactory solution. Once again, we apologize for any inconvenience caused, and we genuinely appreciate your feedback. We look forward to hearing from you and resolving the matter to your satisfaction. Thank you for your understanding and for giving us the opportunity to make it right. Best regards, Your Celonis Team

More Reviews of Celonis

  1. Home
  2. Process Mining Software
  3. Celonis Reviews
  4. User Review of Celonis