What is most valuable?
- The various cartridges like Customer Service (although be aware, this is a community based cartridge so a lot of SIs will recommend ZenDesk instead but that seems more for their own piece of mind in support rather than the customer requirements), PayPal and Amazon Pay: They aren't plug and go, but they take away the need to develop a lot, so they reduce costs.
- Its scalability. (You must prebook if you have a sale - see the Stability Issues section for more details).
- Reporting is very good.
- Up-sell ability is very good.
- Out of the box gave the basics and you build from there.
How has it helped my organization?
It's allowed us to merchandise FMCG in a speedier way.
We can easily report on daily customers, sales, conversions, etc.
What needs improvement?
Commerce Cloud is not cheap. You will not find a cost-effective solution with official systems integrators. They need a lot more smaller companies offering SI solutions. It can only help the marketplace
Out-of-the-box solutions should present a viable e-commerce site and they sort of do but also sort of don't.
Demandware claims to have an OOTB solution – and to some degree it does – but you can’t really run with it. You need a systems integrator to help manage the deployment. Demandware makes these guys pay a license fee to simply call themselves SIs so right off the bat you have prices that will include the off setting off that cost. The traditional Dermandware recommended SIs are large and so the market is sort of closed, in some respect, and this influences the prices offered for a developed solution. Demandware needs to encourage smaller SIs and development houses (and there are some coming through now) to allow competition.
For how long have I used the solution?
I have used it for a year.
What was my experience with deployment of the solution?
I did not overly encounter any deployment issues with the platform.
What do I think about the stability of the solution?
You must tell Commerce Cloud that you are having sales/holidays (even Xmas), so this is not a scalable solution without intervention. When you raise a ticket in their support and tell them, though, it's problem-free, so it's a point to mention, not a huge obstacle.
What do I think about the scalability of the solution?
As mentioned in the Stability Issue section, scalability must be requested.
How is customer service and technical support?
Actually, their ticket system and help area is very good. You can find everything you need there. Technical Support
Technical support is very good. You have a team of people ready to help and fix issues.
How was the initial setup?
It's a big solution. Make sure you go through discovery thoroughly as it can be costly to redo bespoke work after (same with anything, though).
What about the implementation team?
A vendor team implemented it.
I'd recommend having skills in-house or getting a technical PM as a sounding board, so you can challenge system integrators.
What's my experience with pricing, setup cost, and licensing?
Look into prices carefully. The percentage "fee" charged on each sale is negotiable and can range from around 2% to almost 3%.