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Buyer's Guide
eCommerce Platforms
July 2022
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Director of Operations / Project Manager at Symbex
Real User
Top 20
Provides seamless integration with Microsoft Dynamics as well as ease of administration
Pros and Cons
  • "We use Sana Commerce with Microsoft Dynamics on the back end and the native ERP integration works well. The fact that no third-party integrations are needed between our Sana Commerce web store and Microsoft Dynamics is important. It's one less thing to worry about when it comes to troubleshooting."
  • "I'd rate their customer service a nine out of 10. I think they're in demand and a little overloaded on work. Sometimes it takes a little bit of time for them to get to our work."

What is our primary use case?

The instance that has been live for two and a half years is a B2B e-commerce system. Our customers can view the product online. They can place orders online, and then we'll process them on the backend. They can view their order history as well as invoices.

It's on-prem, but we are in the middle of a project to move that instance to the cloud and add a new one to the cloud. Sana will host them.

How has it helped my organization?

The site saves us the time we used to spend on emails and phone calls with customers. It has helped reduce manual work because we're not entering in phone orders or email orders. Once the orders are in, everything else flows the way it normally did, so that part hasn't been reduced.

We've also seen a slight increase in customer engagement online. New customers are up about 10 to 15 percent, and we have a lot of our existing customers using it, which is nice. Increasing online customer engagement is pretty important because it brings new customers so that our salespeople can give them a call and get a relationship going.

What is most valuable?

Among the best features are the ease of updating the site and the ease of maintaining it. The admin is also pretty easy to use.

We use Sana Commerce with Microsoft Dynamics on the back end and the native ERP integration works well. The fact that no third-party integrations are needed between our Sana Commerce web store and Microsoft Dynamics is important. It's one less thing to worry about when it comes to troubleshooting.

What needs improvement?

Our business is unique in the sense that we don't authorize or charge the credit card upfront. We only authorize the card when the order has been packed and is ready to ship. And we charge the credit card when an order is actually shipped out and we've invoiced it. Also, not all our customers are credit card customers; some are on terms. We had to do some customization so that the system would understand that if a customer is on terms, we don't need to worry about the credit card. And if someone is a credit card customer, we don't authorize the charge until later, after we've invoiced.

It would help if there were a way to configure the solution to change whether or not the system processes credit card information immediately, based on the customer's terms. It would also help if we could configure at what stage the credit card is authorized and charged.

For how long have I used the solution?

We've been using Sana Commerce for two and a half years.

What do I think about the stability of the solution?

It's pretty stable.

What do I think about the scalability of the solution?

It's easily scalable. For example, if we were to buy a complementary new product line, adding those items to the website, as well as creating additional pages for the new product line, would be pretty easy. It's pretty scalable in that regard.

We do see ourselves increasing our use of Sana because we have a total of four sister companies and only one of them is using it currently. Now that we're switching to the cloud, a second company will also be using it. And once both of those companies are on the cloud, we have a third company teed up to be using it.

How are customer service and support?

Fortunately, we haven't had to reach out to technical support much because the solution is stable. Overall, they're very professional, responsive, and collaborative.

I'd rate their customer service a nine out of 10. I think they're in demand and a little overloaded on work. Sometimes it takes a little bit of time for them to get to our work.

How would you rate customer service and support?

Positive

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

We didn't have a previous solution. We chose Sana because of the seamless integration with Microsoft Dynamics, as well as the ease of the admin.

How was the initial setup?

Setting things up was pretty straightforward. Regarding the amount of time it took, we were being very meticulous about it, as it was our first time going into e-commerce. It took about three or four months.

As far as the setup and getting everything looking the way it needed to, that was all on us. Every now and then we'd have some questions for Sana. And we needed Sana people to take it to go-live.

As for maintenance of the solution at our end, it's just me.

What was our ROI?

Our Sana site has probably only helped increase sales a little bit, but it has reduced the cost of selling for us. It has also helped reduce the risk of order errors. And we have seen cost savings with respect to head count, for sure. 

Overall, Sana Commerce has helped lower our TCO.

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

When we got version 9.2, it was a good price. Everything is moving to the subscription-based cloud model, and that's probably a little high when you look at the lifetime cost.

Which other solutions did I evaluate?

We looked at Magento and Pebblestone but they were too complex, a little bit harder to maintain, and more expensive.

What other advice do I have?

My advice would be to understand what you want to get out of it, and that only one person should maintain it. Weigh the cost against the benefits of having it.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Buyer's Guide
eCommerce Platforms
July 2022
Get our free report covering SAP, Salesforce, Shopify, and other competitors of Sana Commerce. Updated: July 2022.
620,319 professionals have used our research since 2012.