Our onboarding was terrible and caused a lot of extenuating issues with our implementation that ultimately lead us to terminate our contract.
Our initial CSM kept making incorrect assumptions about our existing techstack and continued to train us as if he had not heard us tell him we don't use Salesforce. Because we do not use Salesforce, we did not have access to any integrations for tracking sends and aligning them with campaigns. He also did minimal discovery which caused several major assumptions being made on both sides about expectations for delivery timelines. I describe these below.
Their Amazon Add-to-inventory feature was not described properly prior to usage and this caused severe delays in delivery that were unexpected. The Amazon vendor is meant to send goods to Sendoso (2-3 days) for warehousing (1-2 days) before they show up in our Inventory to do bulk-sends (4-5 days, longer if you include a handwritten note). I ended up doing multiple, individual sends using the Amazon Buy & Send feature which meant manually inputting each prospect + address + template. In between, we were assigned a new CSM. When I inquired about how long it took to warehouse items, our new CSM informed me that they were undergoing a warehouse reorganization that was causing delays.
There was confusion about how funds were added. They had just released their Funding Sources function when we signed but it was buggy and caused a lot of confusion. Our initial corporate card kept declining the transaction but there was a delay in figuring out why.
Working with Sendoso's On-Demand vendors sounded promising because we could send fresh, perishable goods like baked pastries and flowers. However, turns out those On-Demand vendors are not prepared for large bulk-sends. I requested around 60-70 small plants with handwritten notes to be delivered to prospects in 2 metropolitan areas and it took over 2 weeks for everything to land. Further, when these land, you get an individual email notification (compared to a digest of all deliveries completed for that day) which clutters up your inbox.
Using the Analysis page was painful. Every detail is a text-line item instead of a visual chart to best understand where funds were being allocated and to which sends. Further, tracking sends from requested to landing was painful because each send was an individual line item. There is no sorting or segmentation available.
Sendoso's utility in theory is great but they need to resolve delay-causing warehousing challenges, and train their CSM team, and be up front with delivery timelines for each send function (Amazon Buy & Send, Amazon Buy & Add to Inventory, On-demand sends)
I'm writing after we terminated in August so I'm not a current user.