Orderwave vs. Workbooks

If you manage orders of physical goods, Orderwave works just fine! They integrate with many e-comm platforms and are generally well-suited to those who sell products on their site, who want to send automated order receipts and confirmation emails, and for accounting purposes to tally up total sales (including taxes, shipping costs, etc.). The fact that they also integrate with our email platform makes it extra useful so I can really hone in on segmentation and order history. That's pretty invaluable to me, as an email marketer. If you don't sell goods, I can't see it being appropriate

Incentivized

Workbooks offers great support, as do ( in our experience) local partners. It works really well for our sales and marketing departments. Workbooks is really effective in tracking our marketing campaigns. It also keeps tabs on existing clients, and gives insight on how quickly potentials are turned to customers.

As with all CRM it strongly depends on how well it is being maintained and used by the user. We have found that with the ease of use of Workbooks its become much less of an issue. Where as before we didn't only look at the data produced but actually had to keep track of the system being used accurately. We constantly needed to keep tabs on the actual level of maintaining.

The fact that we see data being produced organically (naturally being updated and tracked) to me is a testament of the user friendly nature of workbooks.

• Order management is clearly important when you run an e-commerce platform. As I can only speak from a marketing perspective (not business intelligence or finance), please know I may be limited in what I know/share. It's seriously a ridiculously useful piece of software. Anyhow. Orderwave allows me to pull in order information into Listrak, our ESP (email service provider). With this information, I can segment on SO many levels such as order total, number of orders, date of last (or all) purchase(s), what was purchased, over what period of time X items were purchased.... the options are limitless.
• Because I do a lot of testing with my emails - testing the whole customer experience from receiving an email to completing an order - I need the ability to review order information (name, address, items purchased, S&H info, tax info, etc. etc.). While our admin manages all the customization of that order receipt, I'm able to quickly make any changes necessary in the back end, like if I'm seeing a pricing discrepancy between what is advertised on our site and what the final order purchase was (usually due to the way we set up a bundle product and not an issue with the platform).
• It's really, really easy to see if we have available inventory of select SKUs that we are about to promote. It also gives me an idea if there is an issue with syncing between SAP and Orderwave, or Orderwave and Magento (our e-comm platform).

Incentivized

• Sales process management from enquiry to delivery of product
• This was previously on as many as 4 systems using excel and legacy applications such as the written word in log books
• Automatic reporting for financial compliance: once built, the reporting process reduced the workload on a monthly basis from 2 days to 20 minutes
• The FD loved it
• The overall capability of the package enabled the sales force to rapidly pull our pertinent data for a sales call, plus managing time and resources better for increased efficiency
• Business development and focussed marketing became so much easier, we noted that the process paid for itself many times over

• I'm not the biggest fan of their email platform, but it does exactly what it needs to do... I just like drag & drop email builders. In addition, I've found that at times the code editor doesn't expand very large, so I often have to copy & paste into a separate code editor (such as Sublime Text) to edit a few lines of code. While the WYSIWYG editor opens in a new window allowing it to more easily expand, I don't get that with the code editor (at least not in Chrome on Mac).
• Support documentation is still a little difficult to manage, but I have noticed truly significant improvements and am more easily able to find the things I need. Our AM is able to help me when I can't find something, which is a big help. I'm sure in time it will improve more.
• The overall look and feel feels old. Like the email platform, it does exactly what it needs to do and it does it well without issue. But the innards feel like Windows XP in 2018. The walls are sturdy and supportive; it just needs a new coat of paint. :)

Incentivized

• We use it for support but find it difficult to easily link support emails that arrive to organisations, it requires a lot of manual input to open/close a case
• The flexibility can be a hindrance as it can be difficult to work out exactly what you wish to see, especially in reports. Sometimes a simple report is all thats required but it provides a lot of information
• Can sometimes be a little slow and goes down from time to time but this is fairly rare

Incentivized

the product works. support has been good or great so far all has been great and we hope to get more from the product. we purchased for an initial year then renewed for a longer term, we have no regrets with this.

Workbooks CRM never let me down.

Workbooks online trianing does what it needs to; but some training will always be better suited to face to face..

I wasn't involved in the purchasing decision of Orderwave, but I am familiar with IBM Order Management (used in the past) and much prefer Orderwave. It's cleaner and the information I need is more direct an apparent. Despite it's 'old' look, it's far more effective and far easier to use. I need easy. My day is spent between 10+ applications and if something isn't easy to use, I just won't use it. Orderwave lets me do my job well

Incentivized

Workbooks is highly customizable, affordable, scalable, and a workhorse when it comes to being able to design a system to get things done. There is almost no limitations to what can be done with it, and even if you don't want to use their built in automation engine to design highly specific workflows, the functionality out of the gates is a tremendous asset for most businesses

• It has really helped us with business intelligence and gathering more information on who our customers are, what they have (or haven't) purchased, and how we can more effectively market to them. The BI has also helped our telemarketing side (with the call center) better understand what products are most frequently ordered over the phone vs online.
• Managing stock levels is super easy and allows our marketing team to more effectively merchandise and promote products. Without this, we would just be guessing what we should promote.
• I think one of the biggest ROI pieces has been the customizability of the Order Confirmation email. We have a dynamic tool that our email provider offers that serves up products based on what the customer has ordered, viewed, and abandoned, so we can dynamically populate those products in the Order Confirmation email. Orderwave helped us create a custom variable that we could use with our ESP's dynamic code, and we've seen an increase (~3-4%) in sales from the Confirmation email.

Incentivized

• Tracking of customers who are in active support or not has benefited the support team's time by not supporting non paying customers.
• Keeping track of why sales are won or lost has meant we can call upon times when new leads have the same characteristics as old wins/loses.
• Creating auto invoicing scripts has drastically cut the finance team's invoicing time.

Incentivized