What do you like best?
The integration with Microsoft Dynamics GP is awesome. We were new to integrating eCommerce with GP, which is why we went with KeCommerce. We are literally printing picking tickets in the warehouse minutes after the order. The backoffice integration does work, and it was setup quickly. Out of the box it was about 90% or more there. We only had to tweak a few things, such as special freight shipping questions we added in the checkout process.
Biggest thing: 2-way sync!!!! We were big off-the-shelf fans (we tried them all), but try asking the 3rd party connector companies if they can do a 2-way sync and listen to them squirm. This makes them all super nervous, and they will not commit to the end product. They will even try to convince you that you shouldn't do it that way. KeCommerce works like this by default. Do you need to edit an order? No problem, just log into your ERP, change the order, and it will be reflected in the customer's login. This was a must for us.
Dedicated project manager/sales: Every system I've ever tried gives you initial support, then leaves you with a hotline. We have a dedicated project manager and salesperson, so we always have a direct line of a person to call. We've even had in-person visits! After implementing many systems where where the sales/support staff politely disappear, this a very good touch. Not a big touchy feely or old school relationship guy, but these are big systems, so you need continuity.
Overall, it's sold as an all-in-one eCommerce/ERP connector, and that's what it is. It's good at both, but I don't think I'd call it a rockstar at either. We've been on the hunt for 10 years, and there's no solution out there that is. If you want both wrapped into a single platform partnered with hosting, development, and support, you've got a solid setup that rivals massive platforms that probably need entire teams to maintain. We've been using it for over a year, and it's the right solution for us. Improved efficiency is how to get to the next level in eCommerce, and KeCommerce gives us that.
What do you dislike?
Not having an app store like off the shelf eCommerce platforms. As magical as it is to setup KeCommerce and see it integrating into our back-office, some other platforms have a very robust app/extension marketplace. These extensions are huge for helping the front end marketers do powerful stuff. Most of the wants/needs of an ecommerce marketing professional can be met with a little custom development. The good news is that they are able to do this in-house. We've had a few things done, and they are working solidly. If a new shiny marketing tool comes out that needs a plugin, you just won't be as agile to play around by simply adding an extension. We've been able to get around this pretty well, and I guess the good news is that our site isn't junked up with a million of extensions that could pose security leaks or performance issues. It forces you to be a lot more thoughtful about the addons you want.
Added features to consider:
- Improved search: No eCommerce solution does this well without an add-on of some sort. We installed something that works awesome w/ no extension/custom dev. required.
- Google Shopping Feed - Custom Development
- International Shipping w/ External Shipping Specialist - Custom Integration
- Avalara Avatax Sales Tax Calculation - Built in!!! (This was a great feature)
- Marketing Automation - Needs custom integration (it wasn't a major project, though)
- Everything else we needed for eCommerce was already built in.
The other thing we didn't like was some initial customer service growing pains as their client base grew. Thankfully, this has been completely remedied. If you call you will get someone picking up, and they answer quickly.
Recommendations to others considering the product
- Checkout options (shipping tax requirements)
- Tap into your the ERP knowledge at your company and bring those people into the project.
- International shipping integration
- Marketing automation integration
- Google shopping (this should be standard)
- Google trusted stores (this should be standard)
What business problems are you solving with the product? What benefits have you realized?
The paper path for online orders was just that, paper. We were able to transform this to be completely paperless. This was an amazing thing!
Customer places order --> We see order in ERP --> Warehouse packs and ships.
(We also do dropshipping)
This process happens through our systems, not through paper.
Also, the customer service portal was a huge gain as well. To be able to take over a customer's shopping cart while on the phone transformed the way we handle customer service (although we'd like to be able to edit prices in this mode).
We've been on this system for going on 2 years. If you're looking for an all-in-one, I still think KeCommerce is the place to be.