Rootstock, in combination with their integration with FinancialForce.com, provides us a complete ERP package that allows us to grow and customize changes as we need. Although it was built primarily as an MRP application, we have been able to tweak it with Rootstock to make it suitable for our job-shop environment.
The project environment, once understood, is a powerful way to manage the business.
We now have a streamlined process where we can convert a won Salesforce Opportunity to Sales Order and Work Order without double entry. Then we buy and issue material to the job, build/print the shop router, and track all labor/direct/indirect costs.
Locked user interfaces:
Rootstock developed their pages almost entirely in Visualforce. This makes for some neat functionality, but the downside within the managed package environment is that this reduces the end-user's ability to customize pages. There is a lot of "clutter" -- fields that don't pertain to our business -- and we are not able to remove or rearrange the coded Visualforce pages. There are some objects that can be overridden, but it is a large effort and often clunky (unexpected errors that need to be sorted out with Rootstock Support) implementing.
-The capacity planning workbench was designed in such a way that it is not practical for us to use at this time. Rootstock has been good about asking us what we'd like to see changed, but we would have liked to see a more developed solution than currently available.
-Communication with RS customer service is spotty. Too often emails receive no response requiring the customer to babysit email correspondence. Rootstock was not particularly interested in taking responsibility for its communication failures in the past.
UPDATE Jan 2018: Rootstock has put a lot more resources into customer satisfaction over the last year. It is definitely helping. I give them credit for listening to customer needs and making positive changes. They still some kinks to work out, response times could be improved, but overall much more satisfied today than I was 2-3 years ago.
-PO Requisitions for service items is not currently available, despite being on the roadmap. No target date provided.
-Their new app RootScan is designed to transact Rootstock on mobile. This comes at a hefty premium price. Rootstock completely missed the boat on this, in my opinion. I do not think they should be charging for RootScan. They should be thinking mobile as a default offering. Their applications should work on mobile in 2018. The Salesforce platform is designed now to accomodate mobile environments.
Rootstock needs to be more of a Salesforce minded company. They are again making progress here.
Documentation is lacking across the board with new releases and many areas of existing functionality.
-Funded Customization process needs improvement:
We had to re-spec (and again pay for) several customizations due to unexpected outcomes. The customer should have more involvement with the development along the way (before packaged and released) so re-configuring is not so expensive.
-Customization delivery times have been late with no warning;
-Target dates for non-funded customizations have been delayed and then rescinded. Now Rootstock provides no target dates for un-funded requests / roadmap customizations.
-Integration between Rootstock and FinancialForce could use improvement:
COGS is tracked in Rootstock properly broken out as we like among Material, Labor, and Other Costs. However, Rootstock sends only one bundled COGS amount to FinancialForce which means our Financial statements cannot be broken out the way we are used to seeing it.
UPDATE: Rootstock now has a great distribution feature that solved for this problem (which we paid for).
Hardened objects is a real problem for salesforce customization. It limits our ability to do standard workflow automation, list view in-line edits, and much more. This is all to do with the complexity of Rootstock pages and their code.
We could do so much more with Rootstock if all objects that our end-users use were hardened.
Are you already a Salesforce customer? It's going to be a lot to take on if not. You might consider learning Salesforce first then making the leap to Rootstock.
If you are currently using Salesforce, JOIN THE ROOTSTOCK USERS GROUP!!!!
Rootstock is definitely heading in the right direction and you should expect that it will continue to grow based on its customers needs.