Please share with the community what you think needs improvement with Softline eCommerce Solution.
What are its weaknesses? What would you like to see changed in a future version?
The work done by the legal team is an area that can be improved.
I would like to get an advanced level of sales analytics for free. However, it is provided only for money.
We get support from them to implement different scenarios. Some technical things that our sales operations team work on should be done a bit faster as well as the analytical part. However, we also understand that we are not the only client. We know that Softline works with other Latin American offices. We also know that we can actually request some additional analytics from Softline and get them, but it's always better to receive them faster. Speeding up the analytics and implementation could be improved. There is an opportunity to do A/B tests inside the shopping cart. This could be an option.
It is good that they are a local partner, but this has some pros and cons, as there are several different markets that have some specific differences. For some cases, it is a benefit for users, but for maintenance, it is not. Therefore, some unification of their systems could be beneficial, e.g., having some default complex systems that could serve other systems and databases systems. This improvement is connected with their technical part, like backend systems, databases, and reporting, because there are some items that could be improved in their technical part.
They could improve their portals and customer service. I would like them to provide training to our customer support team and make information more widely available. Sometimes, we need to get very specific links and that inhibits success. There are a few things that could be done better. However, generally speaking, when we get in touch with them for a problem, they will reply back to me in less than 24 hours, sometimes even less than 12 hours. That is very good, and I see that they really care about their clients. They should provide more training once the client comes onboard, or have something more scripted. With most companies, once you are onboard, then you know the process and what happens next. Currently, Softline's process is customized. While I know what they are going to deliver, I don't know how it will be done. It's just about getting it more streamlined on their side with their customer service.
For Softline, using an API is a new thing that would help. We are working with them on that, but it's pretty new. There is also room for improvement in the preparation they do for projects, their "homework." They need to be better at gathering as much information as possible regarding the project before the start, so we can eliminate troubles during the implementation and later stages.
What do you like most about Softline eCommerce Solution?
Thanks for sharing your thoughts with the community!