Big Shake Up at Revel Systems

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Excellent Product but very poor support and very little thought to the reporting needs of "Enterprise" customers

I manage a network of 5 Revel establishments for one geographically diverse property. I want to say upfront that our onsite onboarding/installation experience was amazing. The gal who came to our site was incredibly versed in the product, she provided very creative solutions to our unique needs as well. our entire team really enjoyed working with her and we do love the product "on the ground".

All of that said, with 5 establishments, there is ZERO thought to **useful** parent-level reporting especially as it relates to payroll hours reporting. Calling the "customer support" is generally an exercise in futility (although it is available 24x7). I have TRIED to bring my concerns regarding the lack of useful enterprise-level reporting tools to people internally who could actually do something about the significant issues. But they hide (yes, hide) behind their sales team and "customer support" like little children absolutely terrified to speak to...gasp...a customer (RUN!). That would be OK if their website was actually helpful but it isn't! I wish there was a way to describe a website with a lot of answers that doesn't really answer anything. Again, a really beautiful product but the follow up support and lack of USEFUL reporting for multiple establishments is downright frustrating. I've never seen a PE firm make a company better for it's customers (only for investors) so this makes me even more concerned about our extensive investment in this product.

Valerie G. 188 days ago

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