Lilypad: Implementation Failures and Functionality Issues Implementation & Support: Critical Gaps
I hope my experience saves you the headache, burden and lost time-revenue.
Lilypad promised a 5-minute account import process. Our implementation took over 5 months. Account ID matching with their CaliConnect database required 2+ months of waiting. The dedicated implementation manager lacked platform familiarity and manually entered accounts one-by-one, introducing data errors that persist: accounts now sit under wrong distributors and still contain corrupted legacy information.
Customer support failed to address reported issues across multiple calls and emails. Escalation to technical leadership resulted in dismissal, not resolution.
Product Functionality Issues
UI bugs that break usability: dropdown menus disappear behind dashboard layers when window is resized
Map pins don't match account lists
Survey form fields malfunction or don't function as designed
Survey creation documentation is outdated and unclear; no guided workflows offered
"Route planning" features marketed as functional underperformed
Data Quality Issues
The CaliConnect database, positioned as a 18,000-account asset for territory expansion, lacks basic contact data (no buyer names, emails, local phone numbers). Their planner is cumbersome and provides zero routing capabilities The map descriptions are often mismatched too.
Financial Impact
Over $20k in lost revenue post-migration. Discovered overcharges for Encompass Data reports that weren't needed. Traffic dropped measurably during transition.
Bottom Line
Core functions work poorly. Implementation support is unprepared. No free trial exists—a red flag worth noting.
It is without question the poorest UI/UX and should not be allowed in the App Store
Lilypad promised a 5-minute account import process. Our implementation took over 5 months. Account ID matching with their CaliConnect database required 2+ months of waiting. The dedicated implementation manager lacked platform familiarity and manually entered accounts one-by-one, introducing data errors that persist: accounts now sit under wrong distributors and still contain corrupted legacy information.
Customer support failed to address reported issues across multiple calls and emails. Escalation to technical leadership resulted in dismissal, not resolution.
Product Functionality Issues
UI bugs that break usability: dropdown menus disappear behind dashboard layers when window is resized
Map pins don't match account lists
Survey form fields malfunction or don't function as designed
Survey creation documentation is outdated and unclear; no guided workflows offered
"Route planning" features marketed as functional underperformed
Data Quality Issues
The CaliConnect database, positioned as a 18,000-account asset for territory expansion, lacks basic contact data (no buyer names, emails, local phone numbers). Their planner is cumbersome and provides zero routing capabilities The map descriptions are often mismatched too.
Financial Impact
Over $20k in lost revenue post-migration. Discovered overcharges for Encompass Data reports that weren't needed. Traffic dropped measurably during transition.
Bottom Line
Core functions work poorly. Implementation support is unprepared. No free trial exists—a red flag worth noting.
It is without question the poorest UI/UX and should not be allowed in the App Store
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Steer clear
Been using this app for almost a year now. It’s never worked properly, buttons don’t work when you press them, app crashes/freezes, accounts don’t show up in search. List goes on, I’ve reached out to support and nothings been fixed and it sounds like they are aware of the issues.
Terrible functionality
How come the “back” button doesn’t function? Someone needs to develop a better module, maybe a different card layout. Everyday usage of these is pretty terrible. Maybe hire so new developers?
terrible.
the app constantly kicks you out and doesn’t save any of the work that you’ve done. always freezing and crashing even when there is not an update or any bug fixes that need to be done. absolutely would not recommend to anyone ever
Horrible
I’ve been forced to use this CRM app for almost two years. It has never worked the way it is supposed to. No one at this company ever takes responsibility for the app not functioning correctly and instead the help desk blames the user and never fixes any issues.
