Pros
An early pioneer in developing & selling Help Desk/ITSM solutions, organization is strictly focused on IT service delivery, inside culture has very good solution focus. Technology offerings, product stability are above industry average. Technical support of products is good. Extremely large customer install base if you count FrontRange’s Goldmine CRM offering.
Cons
Unsustainable business model. Well over half of total annual revenue generated from maintenance/support contract renewals only. To maintain this support revenue stream, FrontRange actively support/sell five separate ITSM solution platforms Five flavors of ITSM each requiring separate support structures and licensing models. Vast majority of install base use old platform offerings, no service offered that can sensibly migrate customers to updated products; thus no product can be retired. Stagnant growth of pure software license/subscription revenues make constant rumors of FrontRange’s eventual sell-off by private equity owners believable. New CEO overspent on colorful rebranding and a needless corporate HQ relocation. High turnover in key executive positions. Weak relationships with market analysts. Within this ultra-competitive market (ITSM) space, FrontRange has evolved into a ‘me too’ vendor; missed its chance to stand above the crowd. Needed transition to reliable cloud subscription offerings brings additional financial challenges.