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Salesforce Commerce Cloud OverviewUNIXBusinessApplication

Salesforce Commerce Cloud is the #2 ranked solution in our list of top eCommerce Platforms. It is most often compared to CloudCraze Commerce: Salesforce Commerce Cloud vs CloudCraze Commerce

What is Salesforce Commerce Cloud?

Demandware Commerce delivers the speed, agility, innovation and superior economics required to master the new retail reality of constant and unpredictable change. Our enterprise retail solution is powered by a central cloud platform to drive consumer engagement across all devices, channels and geographies. Our cloud platform is open and extensible, and provides retailers with the enterprise scale required for complex operations. It includes a flexible retail data model with core commerce functions that remain consistent across user applications and channel delivery. It also includes a platform API that allows unique development without disrupting the flow of Demandware's continuous updates. Demandware Commerce enables both business and technical users within a retail organization to work with intuitive commerce applications. Leveraging omni-channel merchandising and marketing functionality, retailers can develop unique capabilities and create engaging shopping experiences that differentiate their brand and convert consumers to buyers. Unique consumer experiences and business logic are stored centrally and can be quickly deployed across the retail enterprise through the commerce accelerator, a combination of reference applications, Open Commerce APIs and LINK integrations. With this combination, Demandware Commerce removes the barriers and complexities of traditional licensed and hosted software, and allows retailers to execute the strategic business initiatives that drive growth.

Salesforce Commerce Cloud is also known as Demandware .

Salesforce Commerce Cloud Buyer's Guide

Download the Salesforce Commerce Cloud Buyer's Guide including reviews and more. Updated: September 2021

Salesforce Commerce Cloud Customers

Adidas, Amercian Golf, Brooks, Browns, Burton, Butlers, Clarins Paris, ColeHaan, Columbia, Converse, Deckers, Hurley, Kate Spade, Labelux, Lacoste, Lush, Mothercare

Salesforce Commerce Cloud Video

Archived Salesforce Commerce Cloud Reviews (more than two years old)

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it_user844278
Director at Baozun
User
New functionalities include membership awards and order sourcing awareness. Cloud services need improvement.

What is our primary use case?

For use in an E-commerce website based on commerce cloud. Applied to front-end and order check, and integrated with order management system.

How has it helped my organization?

Demandware helped the company set up a user friendly e-commerce website in a short time frame and offers stable system performance.

What is most valuable?

New functionalities including membership awards and order sourcing awareness in the order check.

What needs improvement?

The cloud services, the information security services, and the compliance support services.

For how long have I used the solution?

Less than one year.

What is our primary use case?

For use in an E-commerce website based on commerce cloud. Applied to front-end and order check, and integrated with order management system.

How has it helped my organization?

Demandware helped the company set up a user friendly e-commerce website in a short time frame and offers stable system performance.

What is most valuable?

New functionalities including membership awards and order sourcing awareness in the order check.

What needs improvement?

The cloud services, the information security services, and the compliance support services.

For how long have I used the solution?

Less than one year.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user827292
Consultant at a retailer with 1,001-5,000 employees
User
Multi-tenant infrastructure is a blessing and a curse

What is our primary use case?

eCommerce for consumer packaged goods sold direct to consumers, not via distributors.

How has it helped my organization?

I do not know as we are still in the implementation phase.

What is most valuable?

Ability to quickly add content and manage products along with associated web content easily.   Not having to worry about maintaining one's own infrastructure. 

What needs improvement?

Better access to code and customizability of the solution.  Multi-tenant infrastructure is a blessing and a curse.

For how long have I used the solution?

Still implementing.

What is our primary use case?

eCommerce for consumer packaged goods sold direct to consumers, not via distributors.

How has it helped my organization?

I do not know as we are still in the implementation phase.

What is most valuable?

  • Ability to quickly add content and manage products along with associated web content easily.  
  • Not having to worry about maintaining one's own infrastructure. 

What needs improvement?

  • Better access to code and customizability of the solution. 
  • Multi-tenant infrastructure is a blessing and a curse.

For how long have I used the solution?

Still implementing.
Disclosure: My company has a business relationship with this vendor other than being a customer: Consultant for customer
Learn what your peers think about Salesforce Commerce Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: September 2021.
540,984 professionals have used our research since 2012.
Aimee White
Info Sec Consultant at Size 41 Digital
Real User
Top 5Leaderboard
Cartridges take away the need to develop a lot.

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?

Customer Service:

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%.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
System Analyst at a tech services company with 5,001-10,000 employees
Consultant
It provides a straightforward e-commerce solution, but it has little scope for customizations. We compulsorily have to go with the partners they have chosen.

What is most valuable?

It's easy to setup.

What needs improvement?

They don't provide scope for more customization in the core module.

For how long have I used the solution?

I've used it for eight months.

What was my experience with deployment of the solution?

The deployment is straightforward with cloud instances, but we don't have any control over the servers.

What do I think about the stability of the solution?

Almost no issues.

What do I think about the scalability of the solution?

As its code base is hidden, we have little scope for our own customization. We compulsorily have to go with the partners they have chosen.

How are customer service and technical support?

Customer Service: It's good - 7/10. Technical Support: It's good - 7/10.

Which solution did I

What is most valuable?

It's easy to setup.

What needs improvement?

They don't provide scope for more customization in the core module.

For how long have I used the solution?

I've used it for eight months.

What was my experience with deployment of the solution?

The deployment is straightforward with cloud instances, but we don't have any control over the servers.

What do I think about the stability of the solution?

Almost no issues.

What do I think about the scalability of the solution?

As its code base is hidden, we have little scope for our own customization. We compulsorily have to go with the partners they have chosen.

How are customer service and technical support?

Customer Service:

It's good - 7/10.

Technical Support:

It's good - 7/10.

Which solution did I use previously and why did I switch?

We did use a previous solution, and our customer chose to switch.

How was the initial setup?

It was straightforward.

What about the implementation team?

We did it in-house.

What's my experience with pricing, setup cost, and licensing?

It is revenue sharing base, so i don't know about pricing.

What other advice do I have?

If you want a straightforward e-Commerce site, this is a good product with less setup formalities and easy to use, but if you want in-depth customization this might not be a good choice for you

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
e-Commerce Solution Architect at TATA Consultancy Services
Real User
Keep a close eye on order volume throughput if this is your first cloud-based app. Because it's in the cloud, resource allocation can happen quickly because there's no hardware to allocate or deploy.

Valuable Features

Demandware is at the top of the list when it comes to a SaaS-model e-Commerce solution for it's ease of use, low start-up costs (compared to an On-Premise solution) and scalability. For companies who do not have their own internal IT departments to support a solution, Demandware is an excellent choice. There is relatively minimal setup beyond the usual data migration for catalog development and design elements for UI development.

OOTB APIs for integration to 3rd-party applications like Social Media, payment gateways and other critical applications also add to the low implementation level of effort. Like other smart e-Commerce platforms, Demandware has enjoyed the interactive relationship with business partners and Systems Integrators who actively implement the platform and develop industry-specific extensions and APis, subsequently incorporating those components into consecutive releases.

Improvements to My Organization

Demandware brings with it the opportunities for integration with Salesforce and backoffice applications that enable companies to consolidate their e-Commerce backbone and impose standard workflow functions, roles-based permissions for interaction with the platform, performance and sales reporting and other tools for companies to use as a step towards better e-Commerce management.

Room for Improvement

Demandware is strong across the board. It's difficult to point to a specific area for improvement because there are several variables outside the platform such as the implementation partner, the need to involve an agency for UI work, the amount of data a company needs to migrate, etc.

Use of Solution

Over 5 years

Deployment Issues

None. Demandware is a SaaS-model e-Comm platform so there is very little hands-on setup. Once you push from Staging to Production, you're done.

Stability Issues

Minimal. Keep a close eye on order volume throughput if this is your first cloud-based application. The typical adjustments for performance apply.

Scalability Issues

Minimal. Keep a close eye on order volume throughput if this is your first cloud-based application. Because it's in the cloud, resource allocation can happen quickly because there's no hardware to allocate or deploy. The typical adjustments for performance apply.

Customer Service and Technical Support

Customer Service:

Excellent. Demandware has continually improved it's commitment since the early days.

Technical Support:

Also excellent. Demandware's support team knows Java and the critical components well.

Initial Setup

Very straightforward which is why they are a perennial consideration for e-tailers.

Implementation Team

I was part of the team that did the implementation.

Pricing, Setup Cost and Licensing

The associated costs vary because of the nature of the platform. Clients pay for licenses and the subsequent fees for maintenance depend upon sales volume.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user79803
Solution Architect with 51-200 employees
MSP
Merchandizing and website features are easy to master and set up but integration with other systems is not easy
Demandware is a SaaS based Ecommerce platform. Most of its customers are US based but it is rapidly making inroads into Europe. Its strength lies in it being SaaS and being extremely feature rich. The downside is lack of easy integration capabilities with other IT systems. Strengths 1. Rich in features: Demandware has rich Merchandizing and website features which are easy to master and set up in its merchant facing interface called Business Manager. Some of them are listed below ·Promotions – About 70-80 type of different promotions can be set up in Business Manager. ·Search – It has it’s own search engine (no need to integrate with any third party search engines if your SKU count is not exceeding half a million). Various search specific features such as Synonyms, Hypernyms,…

Demandware is a SaaS based Ecommerce platform. Most of its customers are US based but it is rapidly making inroads into Europe.

Its strength lies in it being SaaS and being extremely feature rich. The downside is lack of easy integration capabilities with other IT systems.

Strengths

1. Rich in features:

Demandware has rich Merchandizing and website features which are easy to master and set up in its merchant facing interface called Business Manager. Some of them are listed below

·Promotions – About 70-80 type of different promotions can be set up in Business Manager.

·Search – It has it’s own search engine (no need to integrate with any third party search engines if your SKU count is not exceeding half a million). Various search specific features such as Synonyms, Hypernyms, redirects can be easily set up.

·Product Types – Supports various product types such as sets and bundles

·SEO- There are various features within Demandware to enhance the SEO awareness of the site

·Geo targeting – Recently they have added inbuilt support for Geo-IP based targeting. This means merchants can easily merchandize their goods based on customer’s browsing location.

Apart from these, included are other standard Ecommerce platform features such as Catalogue management, Pricebook management, multi-site roll out feature exists.

2. SaaS

Demandware has achieved a good degree of maturity in regularly upgrading the platform. Being SaaS means clients don’t have to be bother with the release process, upgrading etc. They can just sit back and enjoy the new features offered by Demandware.

Business Model

Its licensing model is transaction based (you pay Demandware a percentage of your revenue) . So retailers/clients don’t have to do a huge capital expenditure.

Weakness

1. Integration capability

It is not very easy to integrate Demandware with other systems. For most of the key interfaces like Catalogue, PriceBook or inventory you have to get a file in Demandware XML format from other systems (like Warehouse management system, Product Management system etc.). Though technically it is possible to do XML transformation and use of web services etc, the only thing I am saying is, it is not as easy as some other platforms.

2. Proprietary development language

To customize or enhance any features within Demandware, you have to work in Demandware Scripting language, which is a proprietary Demandware language. Though it is based on server side Javascripting, you still have to learn it along with Demandware component architecture. As a result, the availability of trained developers in the market is scarce. The learning curve here is steeper than Hybris or ATG (for developers).

After having worked on ATG and Demandware and having self taught Hybris to some extent, I would recommend Demandware for retailers who make anywhere between USD 10 and USD 50 Million/year in online revenue and do not want to operate a large in-house IT team.

-------------------------

Update 2014

1) New multicurrency feature released - A Demandware based transactional site can now have more than one currency.

2) Improved Search As You Type feature

3) Same host name for multiple sites (i.e. www.somesite.com/US points to US site and www.somesite.com/UK points to UK site)

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Architect at a tech services company with 51-200 employees
Real User
Good product, which allows a lot of customization and the ability to handle a large volume of orders.

Valuable Features:

The customization and the ability to extend every feature, as well the integration with 3rd parties is very good.

Use of Solution:

I have used this product for 4 years.

Stability Issues:

All the changes in the platform are made backward compatible.

Scalability Issues:

If you have followed the best practices you will not have a problem, however you are allowed to change the caching for different pages and that may cause a lot of problems with the performance.

Other Advice:

All the solutions based on the platform should be implemented by people who have experience. The platform is capable of handling thousands of orders per hour and Demandware take care of the scalability and hosting infrastructure, so…

Valuable Features:

The customization and the ability to extend every feature, as well the integration with 3rd parties is very good.

Use of Solution:

I have used this product for 4 years.

Stability Issues:

All the changes in the platform are made backward compatible.

Scalability Issues:

If you have followed the best practices you will not have a problem, however you are allowed to change the caching for different pages and that may cause a lot of problems with the performance.

Other Advice:

All the solutions based on the platform should be implemented by people who have experience. The platform is capable of handling thousands of orders per hour and Demandware take care of the scalability and hosting infrastructure, so you do not have to worry about that.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user4938
Director of eCommerce at a media company with 1,001-5,000 employees
Vendor
Lots of great features. I just wish it were easier to integrate in our environment.

Valuable Features:

We evaluated Demandware last year. Here are some of my team's impressions: - Excellent support for mobile devices, which is important for us - Social hooks into FB, etc. - I like the dashboard which provides centralized access to all management, policies, rules, etc. - Extensive partner ecosystem

Room for Improvement:

- Expensive!!! - Our architecture team raised questions about how it would fit in our environment, as there would be a good amount of internal work to get everything integrated together. You may want to look into this as part of your evaluation. It's not SaaS after all.
Disclosure: I am a real user, and this review is based on my own experience and opinions.