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Softline eCommerce Solution OverviewUNIXBusinessApplication

Softline eCommerce Solution is #4 ranked solution in top eCommerce Platforms. PeerSpot users give Softline eCommerce Solution an average rating of 8 out of 10. Softline eCommerce Solution is most commonly compared to Shopify: Softline eCommerce Solution vs Shopify. The top industry researching this solution are professionals from a computer software company, accounting for 35% of all views.
What is Softline eCommerce Solution?

Softline Ecommerce is a part of Softline Group, a leading global IT company. 

Our All-in-One Ecommerce Solution for Digital Sales helps businesses to increase their revenue in online sales in Europe, Asia and Latin America. 

We take care of payment processing in local currency & invoicing, tax management & compliance, protect transactions with AI-based fraud systems.

Softline eCommerce Solution Buyer's Guide

Download the Softline eCommerce Solution Buyer's Guide including reviews and more. Updated: January 2022

Softline eCommerce Solution Customers

Google, Microsoft, Kaspersky, Avast, ABBYY, ESET, Symantec, Acronis, Xerox, Autodesk.

Softline eCommerce Solution Pricing Advice

What users are saying about Softline eCommerce Solution pricing:
  • "For us, its pricing was really nice. It was more or less the same one as everyone else. I don't know what they offer to others, but for us, the offer was perfect."
  • "Softline eCommerce has helped to increase our eCommerce sales."
  • "Softline's pricing is above average because of all the things that I mentioned: a more localized solution and closer cooperation with us. They give us a team that is more or less dedicated to us. Those developers are mainly working on our tasks."
  • "In terms of licensing, it was definitely the best price on the Russian market and everything is pretty simple."
  • "We are satisfied with their prices at the moment."
  • Softline eCommerce Solution Reviews

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    Head of eCommerce at a tech services company with 1,001-5,000 employees
    Real User
    Top 20
    We can customize shopping carts according to our needs
    Pros and Cons
    • "We can customize shopping carts according to our needs. We constantly review with Softline the features and shopping cart templates that we need. Softline eCommerce is flexible and can provide additional features, e.g., the design of the shopping cart, disclaimers, and some customized emails to clients."
    • "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."

    What is our primary use case?

    It is definitely one of the top eCommerce providers in our company with whom we have worked for many years. For each region, we have different eCommerce providers, which is our business strategy. We don't sell directly to end users. For every market, we have our own eCommerce provider, and Softline works with us for Russia and some countries in the Baltic. They also work with the Latin America and Brazil, but it's not part of our responsibility. 

    The eCommerce providers host our shopping cart and oversee that transaction as well as maintaining the relationship with customers, e.g., protection and support. Funds are protected on the Softline site. From our side, we direct all the traffic from our website to the shopping cart, which is protected by Softline. They also handle manual renewable emails and outgoing renewable emails. So, they charge customers in cases where they are out of subscription. 

    They respond as customer support using online chat: through emails and mobile phone. Customers can call them with any issues in terms of their orders or processing.

    How has it helped my organization?

    Softline reached us with the suggestion to collaborate with top Russian banks and implement a cashback service. Right now, we have cashback opportunities for our clients. We also have some bonuses, which customers get for purchasing our products through the shopping carts. This use case demonstrates villages of all sorts. Using the full integration with banks on their side, they process the financial and legal part. We have started to show very good results, increasing in the commercial rate and shares of those payments methods. This also gave us the opportunity to collaborate not only with top banks, but also with other banks with whom new payment methods are being collaborated. They are very proactive in proposing partnerships, like when you consider all these use cases mentioned with banks from the perspective of feature improvements for the user experience in shopping carts.

    We use Softline eCommerce in Russia, the Baltics, Azerbaijan, and Uzbekistan. We have local languages and currencies in the shopping carts, e.g., in Russia, the shopping cart is in English and Russian. It is also possible to change currencies. Our website understands GeoIP, showing you the right currency for your country, though the Baltics' currency is currently Russian. The ability to change language and currency provides additional value and personalization.

    What is most valuable?

    We can customize shopping carts according to our needs. We constantly review with Softline the features and shopping cart templates that we need. Softline eCommerce is flexible and can provide additional features, e.g., the design of the shopping cart, disclaimers, and some customized emails to clients. 

    They have the maximum amount of payment methods in our cart. At this time, we don't have any specific requirements for implementing other payment methods. We currently have Visa, bank transfer, and mobile payment methods, such as, Google Pay and Apple Pay. So, they provide us with a wide variety and range of payment methods.

    What needs improvement?

    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.

    For how long have I used the solution?

    We have been using it for at least six years.

    I started to work with this solution in September.

    What do I think about the stability of the solution?

    In the time that I have been working with the solution, I haven't experienced any stability issues.

    In general, the control panel and shopping carts are stable. There have been no technical issues when shopping carts were not working or people couldn't reach shopping carts. We have warning signals for this. We constantly track the traffic in the shopping cart and the conversion rate of the shopping cart. For the past several years, we have never experienced it where the shopping cart was just not available or there is an error in the shopping cart. It works without any technical issues.

    What do I think about the scalability of the solution?

    Softline eCommerce has the same shopping cart design globally. They use their service to process payments in other countries, making it absolutely scalable. I have also heard good feedback from my colleagues in Latin America and Brazil about the solution. 

    How are customer service and technical support?

    It has 24/7 support. We can reach managers from Softline through Telegram, WhatsApp, or mobile phone. It is very easy, client-oriented support for us to use as a vendor. 

    They are quick to respond, always online, and available as well as ready to help, answer, and take care of the required data reports. We really enjoy working with them.

    They are very professional. We have several account managers that we know personally. We can discuss any questions with our account manager and they are super professional. They can tell us if there is a better scenario or solution for our customers. At the same time, they know the Russian markets very well and have worked with other brands in this market. They can tell us best practices, what is the benchmark, and the better way to act in this or that situation without breaking any disclosure agreements.

    How was the initial setup?

    I can compare Softline eCommerce with another eCommerce provider that I worked with eight years ago. The implementation and processes on the Softline eCommerce side appear very logical and flexible. It's always good to have an even more agile, flexible approach. However, taking into account that different eCommerce providers have their own features, Softline is very international. 

    They follow global international standards, even if you never had experience working with the Russian market like me. It was easy for me to adapt to how Softline eCommerce works, what regulations they have, and what processes they have, because it looks very international. It looks very close to what other eCommerce providers have. There are no specific peculiarities which completely differ from global standards. For me, the globalization and these international standards made it easier for me to adopt it.

    What was our ROI?

    Softline eCommerce has helped to increase our eCommerce sales and conversion rate in our shopping cart. Our customer satisfaction is now at 95 percent, which is huge.

    We started to offer auto-renewable subscriptions last year. This functionality helped us improve retention rates. How it works: People accept the subscription rules and buy the auto-renewable subscription. Then, in a year, they are automatically charged by Softline eCommerce. We sent several notification emails, based on Russian law, informing people beforehand that we are planning to charge them. This functionality has actually helped us to improve retention rates because we know that some people may delay purchasing their subscription or don't want to make this decision again. In this case, we just charge them. This helps to improve conversion rates. Also, some additional emails, like follow up emails, which Softline sends the customers before expiration of their license, are also designed in a way that people are motivated to prolong their license, because we highlight a discount that we are offering of an additional 25 percent. 

    Right now, we're in the process of moving manual emails to our own CRM system. This is the decision made by the company. In the future, all the menu notifications will be processed by us, but auto-renewal notifications will be still processed by Softline eCommerce. This is where we plan to optimize different scenarios: how we inform people, when we inform people, and how it actually influences retention rate. In total, our retention rates increased because of Softline.

    We have a very interesting functionality where people order first and pay later. So, if they can't make their decision to purchase the product right now, then they can place that order and have several weeks to think. At the same, Softline eCommerce is reminding them about this unfinished order. This also helps improve our conversion rates.

    What other advice do I have?

    You need to understand the specific features and peculiarities of your business. Be ready to participate in that process, because you know your business best. Softline can actually help and support you, giving you some advice, but you should be the one who knows what is best for your business. Don't hesitate to request some specific requirements, customization for the cart design, and other things, because Softline eCommerce can do it in different ways, but you should know what exactly will work for your business. Be ready to test and change if something is not working. 

    Softline continues to optimize and improve this solution. For example:

    • Adding additional payment methods.
    • Adding different cross-sell and upsell scenarios for promotional campaigns. When we needed to show partners' incentive in the shopping cart, then they have customized and added designs to make it look how we wanted.
    • Constant review of features, such as, different optimizations. We are looking to improve the speed of the code delivery and optimize emails.

    This is critical for us, because we are trying to change all the time. We also have some modernization projects related to how our website looks as well as some plans for changing our product portfolio and subscription model next year. 

    We try to have more product features than our competitors and stay up-to-date with the market, so we need our partners to change with us and adapt to this changing world. At the same time, we always want to improve the conversion rate of our shopping cart, showing better conversations. This is why we need our partners to change with us. So, we are constantly developing.

    Right now, we are in the process of reviewing if we should add taxes or not. There is a new law in Russia where software produced in Russia shouldn't have taxes, thanks to our government. So, we are not going to have any taxes next year. However, for some services, e.g., B2B support and some customer support as a service, we have to add taxes and this is done in separate agreements. In general, for all consumer products, we haven't been asking for additional VAT from our customers. We don't plan to have it, except for the services. The solution is very flexible here. 

    I would rate this solution as a nine (out of 10). This is a very high mark because definitely there is some room for improvement. In general, we are satisfied with service.

    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.
    Arina Fedulova
    Product Manager at a computer software company with 11-50 employees
    Real User
    Top 20
    They tailor the design as per our needs and take care of sales tax in all the countries
    Pros and Cons
    • "What we really appreciated is that they basically tailored their widget for us. They showed us their possibilities. They had some kind of widget, and we just asked them if it is possible to change the design, and they basically really tailored the design to our needs. That was great. Their team was very nice, and we really appreciated that they were prompt with any replies and any feedback. For example, we ran an AB test, and we saw that something could be changed. They fixed it in a couple of days, and we could go ahead without waiting. That was really amazing."
    • "Our previous partner had a really good admin panel. We could apply some settings on our own without any additional help from our partner. For example, we could change the design, settings, and the fields that show up on the widget, whereas with Softline, we cannot do that. Everything is on their end. It would be good if they provide some tools in the admin panel to make some minor changes. They should also allow us to customize the widget, at least the color. In this aspect, we are currently limited. We cannot really change the design, and the widget is just the way it was developed. The admin panel is also a bit confusing. Our previous partner had a really intuitive and user-friendly admin panel. We could easily find everything. Softline's admin panel is a bit complicated. So, it took us time. I think they plan to improve it, and they might apply some changes in the future."

    What is our primary use case?

    We are a software development company, and we sell our software. We have been doing that for many years. In order to purchase the software, the visitor or the user needs to go to the webpage and provide the payment information and get the license. We had a partner who was doing that before, and then we started to integrate Softline. So, the only thing we do with them is collect payments via the web page. We've integrated it on our website. We have integrated a widget into our page, and this widget helps us to collect payments.

    It is a cloud deployment based on how we partner and the service they provide for us.

    How has it helped my organization?

    The payment is possible not only by credit cards but also by PayPal. That was really useful to us because nearly half of our customers prefer the PayPal option. We were checking some other payment partners, and for some of them, PayPal was not available. That was a benefit for us. They are working on increasing the local payment providers, which is also good because we sell worldwide, and for us, having local payment methods is really beneficial.

    One important point for us was that they handled taxes for us. There is this term "merchant of record," and this was an important criterion for us. This is a really cool feature that a payment provider is taking care of all sales taxes, and we, as a software development company, don't deal with them. They just take this headache away from us. They work with all the taxes for all the countries. We just get the net revenue regarding taxes. There are not that many payment providers that do that.

    They provide the translation to required languages, and if needed, create new ones.
    We don't have all possible languages. We have seven most-popular languages, and they just prepared a translation of all the text to these languages. We were happy with them in that aspect. In terms of emails, for some time, all the emails were in English, but they have prepared the translations and localization of billing, payment confirmation, or other billing-related emails. In this aspect, everything is covered. 

    They have been good so far in terms of fraud protection. We have been using their service for half a year, and we haven't had any issues related to fraud with them. With our previous partner, we had some issues.

    What is most valuable?

    What we really appreciated is that they basically tailored their widget for us. They showed us their possibilities. They had some kind of widget, and we just asked them if it is possible to change the design, and they basically really tailored the design to our needs. That was great. Their team was very nice, and we really appreciated that they were prompt with any replies and any feedback. For example, we ran an AB test, and we saw that something could be changed. They fixed it in a couple of days, and we could go ahead without waiting. That was really amazing.

    One of the really nice features is that there is a trigger for the customer who has started to enter the details and make a purchase with the credit card. They have a feature to send a reminder about the credit card, which works very well for us too.

    Our previous partner was good at selling in the USA and in some English-speaking markets, whereas Softline showed really good performance in other regions, especially in Latin America. They have a lot of processors there. We were really amazed at how good they are in Latin America. 

    What needs improvement?

    Their customer support has some room for improvement. Our customers can contact Softline for billing-related questions, and sometimes, the customers come back to us because there are some delays from Softline's end.

    They have translated and localized all billing-related information, but their support is in English. This is something that could be improved.

    Our previous partner had a really good admin panel. We could apply some settings on our own without any additional help from our partner. For example, we could change the design, settings, and the fields that show up on the widget, whereas with Softline, we cannot do that. Everything is on their end. It would be good if they provide some tools in the admin panel to make some minor changes. They should also allow us to customize the widget, at least the color. In this aspect, we are currently limited. We cannot really change the design, and the widget is just the way it was developed. 

    The admin panel is also a bit confusing. Our previous partner had a really intuitive and user-friendly admin panel. We could easily find everything. Softline's admin panel is a bit complicated. So, it took us time. I think they plan to improve it, and they might apply some changes in the future.

    For how long have I used the solution?

    I have been using this solution for half a year.

    What do I think about the stability of the solution?

    It is very stable. In the last half a year, we didn't experience any downtime with them.

    What do I think about the scalability of the solution?

    They tailored it for us and understood our needs from the beginning. So, we managed to create a solution that is really easy to scale for us. At the moment, we can scale without any difficulties and without any need to change. If we see that there is a need to improve something or add some additional features to have better scalability, they would just include it into their plans. It may take three months or so.

    How are customer service and support?

    Their customer support has some room for improvement. The customers that use our software have the contact of our own support for the software, but regarding the billing and such questions, they can also go to Softline. Sometimes, it happens that the customers come back to us regarding billing questions because there are some delays on the end of Softline.

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

    We used to have another partner. We had some issues with our previous partner, and we wanted to look for a replacement. With our previous partner, we noticed that there were some technical issues or some errors on the webpage. Even while having stable traffic of customers to that page, we noticed that there were some drops in sales for certain periods of time. So, we wanted to fix that. 

    We have tried some other payment providers too, but the Softline worked the best as compared to others. We tried PayPro, and they were so-so. There were some limitations that didn't work for us. We also tried FastSpring, but it just didn't really work well for us. Regarding the sales that we could have, Softline showed us better sales in volume and in quantity. 

    How was the initial setup?

    It was medium in complexity. It was not that easy, and it was also not too difficult. Their admin panel is a bit too complex. To add something new, apply some settings for the product, or to integrate it, we had to go to them and say, "Okay. How do we do that?" There was no manual on how to do that. That was the only thing; but in general, after their reply, it was prompt. We figured everything out, and it didn't take us that long to integrate. 

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

    For us, its pricing was really nice. It was more or less the same one as everyone else. I don't know what they offer to others, but for us, the offer was perfect.

    What other advice do I have?

    I would advise really understanding your needs in advance. You should also understand the markets, the geographies, and the languages that need to be covered. If you want 100 languages, it will take them some time to prepare everything. If you are looking for mostly English, you should go for it. They are really good for the Russian and the Latin American markets. They are in fact perfect for these markets because they have many payment processors there. You will see an increase in the revenue and also payment acceptance there.

    It is a website. In terms of the design, it is not really flexible, but on the other hand, we're fine with the current design. It is good.

    They are limited in terms of currencies. They have around 20 most common and most popular currencies, and for us, that's enough because for other countries in which we sell, we just show prices in USD, and it is working fine.

    In terms of reducing the fraud rates by using its AI-based fraud minimization technology, it is hard to say how much fraud rate it has reduced because they just don't show us this information, so we don't really know. We just know that there were some "payment is not accepted," which is common because sometimes, when you try to pay multiple times, at some point, it gets blocked when you enter the wrong code. So, it's hard to evaluate.

    I would rate it an eight out of 10. What is a bit unpleasant is that it is not that flexible, but Softline's will to change things or adjust things to our needs is really amazing. They do their work, and their solution does work, so they're good. They're definitely worth a try.

    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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    Learn what your peers think about Softline eCommerce Solution. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
    565,689 professionals have used our research since 2012.
    Andre Munhoz Pinto
    Digital Marketing Country Manager, Brazil at Avast Software
    Real User
    Top 10
    Provides us with the ability to customize the customer experience
    Pros and Cons
    • "We are still doing more tests to see if we can use Softline eCommerce across the whole business. We are adopting Softline solutions in more countries now, i.e., Poland, Czech Republic, Slovakia, and the Balkans. All these regions are now using Softline eCommerce. So, it has really helped us to increase our sales."
    • "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."

    What is our primary use case?

    We have operations worldwide. For every location where Avast is in the world, we try to create a customized solution for our clients. For example, Russian users have a client, and they prefer to buy our products in a specific way, e.g., using their local cards or payment methods. When taking care of Brazil, it is the same. We have specific types of payments. So, we have a specific type of user experience when clients are buying products. Softline eCommerce provides us with the ability to customize the customer experience, and that is very valuable for us.

    How has it helped my organization?

    Brazil is a very specific region in the world in terms of payment methods for eCommerce. About two or three years ago, we started speaking with Softline to see how we make our shopping carts easier for the user to complete the payment. For example, all our partners were always pushing us to have, e.g., one of the screens of our cards be filled up by the user with up to 10 fields. Therefore, the user had to write their physical personal address and a lot of details, which was kind of blocking the user for finishing the transaction. We went to Softline with this problem, and they came up with a solution for us to decrease the number of fields from 10 to five, which helped to increase our conversion by roughly 10 percent.

    What is most valuable?

    The ability to have their solution connect to our internal IPM. This is very good and helps us, considering that most of our sales are done via our internal IPM. Having a platform that can use the interface of our IPM, and make transactions on it, is really good.

    It provides local payment methods.

    What needs improvement?

    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 how long have I used the solution?

    My company, Avast, has been using Softline eCommerce for at least six years. I take care of the Brazilian market, and my division has been using it for roughly a year.

    What do I think about the stability of the solution?

    The solution itself is very stable. We don't see many problems. In terms of stability, it's working well. 

    We had a few bumps here and there, maybe some reports were missing or unclear, but Softline jumped in and quickly came up with a solution.

    What do I think about the scalability of the solution?

    We just need to see their long-term strategy because we are a global company and have other solutions. So, it's more about business strategy now to see how we want to deal with Softline. Generally speaking, we are happy.

    At least 50 people work with Softline eCommerce at my company. There are many different roles. We have the operations team, which is responsible for doing all the API integrations and system integrations. We have the business side, which is fully responsible for the operations of campaigns and delivering them throughout the system. Then, we have our top executive team.

    How are customer service and technical support?

    Softline's customer support is quite good. Everyone inside Softline is very active, and they try their best. They see a problem and work as fast as they can to solve it.

    They do have their portal where a lot of things are translated. For our case specifically, Softline's customer service is provided by their team in Russia.

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

    In the past, we have used Nexway, cleverbridge, and other solutions. 

    The main reason that we went with Softline eCommerce for Brazil was that it was doing such a great job in Eastern Europe and Russia by delivering what we want them to deliver.

    How was the initial setup?

    I am the coaching manager for the Brazilian market. For the Brazilian market specifically, I was the one who convinced the company to adopt Softline for the Brazilian market, which is the third biggest market for the company in the world. Before that, Softline was more for Russia and Eastern European countries. Brazil was a breakthrough for them because it's a massive market. 

    I was there from the very beginning on the Brazilian implementation, but the company has been working with Softline for a longer time. I wasn't there four or five years ago for the original initial setup. 

    The implementation of any eCommerce solution for us is very complex. It's not like something that you send to Google or some cloud solution, then you're done and ready to go. There are a lot of API integrations. Taking into consideration the whole process that we had and considering how complex it is, I think that it went quite smoothly. We had a few bumps on the road here and there, but overall, it was quite good.

    The Brazilian market took a year to deploy.

    In our case, because we had already experience of working with Softline eCommerce in other regions, it was a bit simpler for us to implement in Brazil. It was more about localizing and adding payment methods, which is much simpler. It can be more complex if you start from scratch with a new provider. I think Softline did very well in understanding exactly what we needed and followed those needs. That sped up the process quite a lot. If we were working with a different company and building up from scratch, it would have taken us longer. Perhaps Softline could have been faster, but I'm very glad that we did it at the right pace. The steps were very clear throughout. 

    What about the implementation team?

    We worked with Softline directly for the deployment.

    What was our ROI?

    The solution will give me back the investment that I put into it.

    We are still doing more tests to see if we can use Softline eCommerce across the whole business. We are adopting Softline solutions in more countries now, i.e., Poland, Czech Republic, Slovakia, and the Balkans. All these regions are now using Softline eCommerce. So, it has really helped us to increase our sales.

    Which other solutions did I evaluate?

    We evaluated and tested Nexway and cleverbridge. While Softline has a lot of competitors in the market, there are only three or four of them who can connect their eCommerce platform to our platform. Even now, not all our businesses in Brazil are on Softline eCommerce. We have part of the business also running through Digital River, who is a competitor company of Softline.

    What other advice do I have?

    For those who want it, Softline eCommerce should be focused on customization. Other solutions in the market can't deliver the same level of customization. Make sure what you want is clearly explained in the very beginning of any conversations. Don't wait to be halfway through the project to comment on something.

    As far as I know, we are doing very well with the email market in Russia. It seems like my company is happy with Softline's solution. For Brazil specifically (my area), we are not yet doing the email campaigns. That is something that we are planning to do next year, but I don't see any problems. Though, sales will be done in the cloud at that time. If Softline is able to provide us a solution for IPM on our own platform, then I don't think that it will be a problem for them to provide a service in the cloud.

    I would rate this solution as an eight out of 10.

    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.
    Senior eCommerce Platform Specialist at a computer software company with 1,001-5,000 employees
    Real User
    Top 20
    Performs well in local markets, but there are some limitations to the scalability
    Pros and Cons
    • "We use Softline eCommerce in some of European countries and also a few Asian countries. They provide us with their services and local support in those regions. This is really important because our goal is to be as local as possible. We are trying to be local with our websites and products. We also want customers to have that same experience during their purchases. For example, if a user is from Thailand and goes to our website, then we want them to have the same experience when they go to the checkout. If they experience any issues, then they can contact the customer support team."
    • "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."
    • "Scalability is average; it's not really good. There are some limitations: They don't have a solution that can be used worldwide nor do they provide a self-service for users or customers."

    What is our primary use case?

    We use Softline eCommerce as a payment provider. It processes purchases and payments in several regions. It is also responsible for messaging those users about transactions and all their payments for purchases of our products. This is the main responsibility of Softline eCommerce.

    How has it helped my organization?

    We are trying to be really customer-centric, which means we try to be very transparent. This is connected with messaging. We are improving messaging for customers so they are informed about all their purchases, payments, and upcoming renewals. This is our goal and Softline eCommerce is helping us with this.

    We use Softline eCommerce in some of European countries and also a few Asian countries. They provide us with their services and local support in those regions. This is really important because our goal is to be as local as possible. We are trying to be local with our websites and products. We also want customers to have that same experience during their purchases. For example, if a user is from Thailand and goes to our website, then we want them to have the same experience when they go to the checkout. If they experience any issues, then they can contact the customer support team.

    In emerging markets, Softline eCommerce adapts and connects customer service, currencies, payment methods, taxes, and invoices to those markets, which is part of their responsibilities. These services are country or region-specific. In the case that there are some specific differences connected with taxes or some local payment methods, sometimes it can take time, especially in some Asian countries. However, for other countries, like in Europe, it is quite easy. 

    For some legacy or historic regions, retention is good, but this is something we are trying to improve. So, while it's good, it could be better.

    What is most valuable?

    The most valuable features are the processing of payments and all the stuff connected with payments, like chargebacks and refunds. They have a partnership with local partners who can process payments, chargeback refunds, and all items connected with purchases. It has good performance because of local partners.

    What needs improvement?

    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.

    For how long have I used the solution?

    I have been using it for more than five years.

    What do I think about the stability of the solution?

    Performance of the checkouts, processing transactions, triggering transaction emails, processing frauds, chargebacks, and refunds have been quite stable. We haven't noticed any significant issues with the stability. Compared to other providers, it is good.

    What do I think about the scalability of the solution?

    Scalability is average; it's not really good. There are some limitations: They don't have a solution that can be used worldwide nor do they provide a self-service for users or customers.

    We have a very small number of users. Softline doesn't provide any self-service for customers or partners. In this case, it's not possible to do any maintenance. For example, most of the changes or updates which others would like to do, in terms of Softline purchases or settings, can be done only by Softline. Each time we need to contact Softline to do any updates connected with transaction email messaging. Usually, only account managers are in touch with Softline or our sales teams, when they are discussing some strategic decisions or topics connected with sales in general.

    How are customer service and technical support?

    The customer support is quite good because Softline provides the phone and email contact information for the customer support team. Their response time is quite good. We have been satisfied with it. They also provide the software in the local language, which is a good benefit.

    Avast is trying to provide support that is more connected with our product. This means if the user has issues with the product, then they usually contact the Avast customer support team directly. Softline is usually contacted for cases when a user has had some trouble in the cart during the process, whether it is a problem with their credit card or an auto-renewal didn't go through properly. Softline is responsible more for payments, transactions, and all actions connected with the checkout.

    How was the initial setup?

    Before deploying to a new market, it is discussed with Softline in advance. They try to provide us with as much information as possible. The process is quite smooth, but delivery time or some phases where new regions are prepared could be a little improved. It is good, but might be better.

    Usually, it takes weeks just to prepare the market, checkout, and some other settings that are required. 

    We have some internal strategy before deploying to new markets, as we need to be 100 percent sure before releasing a permanent solution to a market. So, we have some internal guidance about what should be covered.

    What about the implementation team?

    In general, it takes up to 10 people to deploy it: sales team, QA team, account managers, pricing team, and products team. We are doing this mostly internally. 

    What was our ROI?

    We have definitely seen some added volume by using Softline eCommerce.

    Softline eCommerce has helped to increase our eCommerce sales. In some regions, they have good performance. We assume that this is connected to their local partnerships with local providers, and also because of their localization.

    Which other solutions did I evaluate?

    Softline is not a major partner for us. It's more a local one. We use Softline in some specific local areas or regions where they perform better than other providers. They have a good local solution. However, since their solution is not so complex, they have some limitations. 

    Our main payment provider is Digital River for the US market and most other regions. They have a huge, complex solution that can serve all markets across the world. This is their main benefit. They have really complex compliance, fraud, and payment teams. However, some of their items are not so flexible.

    There were a few small providers in the past. But some time ago, we ended contracts with the other providers. Currently, our major provider is Digital River and Softline as a local provider.

    What other advice do I have?

    If you are implementing it for one region, keep in mind there may be new markets in the future. We realized (because of this) that it is important to have a default version of Softline eCommerce in the English language. It is good to have an English reference for expanding to other markets, especially when you need to localize email notifications, checkout, layout, etc.

    Softline has hired some new people, because they now offer their services in more regions than they used to.

    They have been trying to optimize the solution, but there are many parts which can still be improved. They are trying to do some improvements on the back-end part of their checkouts. For example, one of the improvements was that they prepared a default version of the checkout, which can be used as a reference. This was something that could improve the maintenance of the cart at checkout.

    I wouldn't say that the report or UI are strong parts of Softline eCommerce.

    Email campaigns are something that we do internally. We are not using Softline eCommerce for this.

    If Softline would provide us with a really good solution for some specific markets, then we will discuss this internally. However, we don't have any major projects right now to expand this solution into new markets.

    I would rate this solution as a seven out of 10. They provide a pretty good value for our company, but definitely there are some items which could be improved.

    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.
    Senior eCommerce Specialist | Checkout & Payments at a computer software company with 1,001-5,000 employees
    Real User
    Top 10
    Provides local language and payment support and helped us increase conversion in some locales
    Pros and Cons
    • "The most valuable feature is the local support, meaning the support of local payment methods. For example, in Russia, they support online banks and some other simple types of online banking. In the Czech Republic they can do a wire transfer. And their cart schemes are pretty local. These features enable us to create a local experience where our customers can pay with the payment methods they are used to. Payment methods are a very local thing."
    • "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 is our primary use case?

    When a customer in certain regions wants to buy our product, he or she picks it up on the web or inside the app, and then adds the product into the cart, and this is where Softline comes in. Via their cart, the customer can check out, enter their personal details, and go through the payment methods, and then receive the license.

    How has it helped my organization?

    We managed to increase conversion rates in some locales where we used to use another big, national provider. When we started using Softline, we increased our conversion rates there by something like 10 percent. It has also increased customer retention.

    What is most valuable?

    The most valuable feature is the local support, meaning the support of local payment methods. For example, in Russia, they support online banks and some other simple types of online banking. In the Czech Republic they can do a wire transfer. And their cart schemes are pretty local. These features enable us to create a local experience where our customers can pay with the payment methods they are used to. Payment methods are a very local thing.

    The number of payment methods it supports is excellent. Having all the necessary payment methods makes the experience great for the customer.

    We are using Softline in Eastern and Central Europe and they provide local language support in those markets. The cart is in the local language and they collaborate with us in terms of translation. For example, if we want to change something—because we also have our own localization team—they fully support us. In addition, they are using local customer support for end-customers and users in these regions.

    Also, in these emerging markets, the solution adapts taxes and invoices to those markets.

    What needs improvement?

    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.

    For how long have I used the solution?

    I have been using Softline eCommerce Solution for three-and-a-half years, and the company has had it for almost five years.

    What do I think about the stability of the solution?

    It's pretty stable. Of course, sometimes there are outages or technical issues, but those are pretty normal things. Usually, they are able to identify the reasons for the issues on time.

    What do I think about the scalability of the solution?

    Scalability has been a challenge for them, in terms of their getting bigger. Sometimes you get the impression that their base has grown too fast. They're getting more and more agents, but they still have the same number of people working there. That makes it hard to handle some stuff. They understand the issue, that they need to automate as much as possible, but there is still some way to go.

    Softline is a big provider for us. One of the biggest. We are prospecting more regions. In some regions we're expanding the cooperation with them and testing them. There are probably more to come. And in the ten or so regions where we are currently working with them we want to continue to do so.

    How are customer service and technical support?

    Their support is pretty good. We have our key account managers and we also have access to their development team. We can directly discuss stuff with them.

    There were moments when we felt that they lacked support people. There were times when there were delays, or we felt that they were overwhelmed—that they had too many tasks to handle—but it's getting better. They've improved a lot in this area recently.

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

    We switched from our previous provider mainly because of the local support and the local payments. Our other solution couldn't provide that.

    How was the initial setup?

    The deployment process is pretty complex. There are third-parties involved because Softline is connected to third-parties. Sometimes they have to wait for them, due to local specifics. In some regions, they don't have much experience and they are learning with us. And of course, when you're learning, you make mistakes sometimes, or you're not aware of everything that happens there, so it takes time. They're eager to learn; they try. But of course, we understand it takes time.

    The time it takes to deploy carts in different locations depends. It takes nine months on average; sometimes less, sometimes more.

    Our deployment plan, in general, is the same for different locations. Sometimes there are local specifics like taxes or more exotic payment methods in some locales that require some additional testing. We usually pick new locales with a growth perspective in mind, locales that can bring us more revenue or increase our conversion rates. We try to pick regions that make sense: that are big enough or that are going to be big enough in time. We try to prepare the ground ahead of time, with Softline, to provide a local experience for when they will become big.

    We have eight to nine people working on Softline in our company. Some are checkout product managers, like me and my team of four. And some people are involved in technical operations.

    What about the implementation team?

    We use Softline consultants for deployment. In some regions things were successful. In one region, in the end, we couldn't process the cart for some reason. In general, the deployments with them were pretty successful.

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

    Softline's pricing is above average because of all the things that I mentioned: a more localized solution and closer cooperation with us. They give us a team that is more or less dedicated to us. Those developers are mainly working on our tasks.

    Which other solutions did I evaluate?

    In my experience with another e-commerce solution, one of the differences is that with Softline, when customers pay with a credit card, it goes through local processes, not international ones. They are using local acquisition schemes, which is beneficial because it increases the conversion rate.

    Also, the quality of their development, of their code, is always pretty high and it's higher in general than the other. Their developers are Russia-based and they're good. And they are usually able to offer more local payment methods, although not in all locales.

    What other advice do I have?

    I would definitely recommend Softline. I would also advise that, at the beginning of a project, you do the preparation phase very well. You should even be slightly annoying to them and check as many details as possible. Double-check things.

    Softline continues to optimize and improve their solution. They trial new things, for example, testing new payment service providers on their side. Their continual optimization is very important for us. It involves innovation and helping us improve the customer experience in this region. That is very important.

    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.
    Anna Polozova
    Head of Channel & Operations Department at a tech vendor with 1,001-5,000 employees
    Real User
    Top 5
    Straightforward to set up, simple to use, helpful support, and offers flexible payment options
    Pros and Cons
    • "The technology is very simple to use."
    • "The work done by the legal team is an area that can be improved."

    What is our primary use case?

    We have an internet shop and Softline is the solution that we use for selling products through our website. At this point, we only sell corporate business-to-business products. However, in the future, we are planning to add consumer products.

    How has it helped my organization?

    Using Softline has helped us to increase our e-commerce sales by approximately 20%. We started from scratch and our numbers are now quite positive.

    What is most valuable?

    The technology is very simple to use.

    The number of ways that you can pay through the platform is flexible. 

    What needs improvement?

    The work done by the legal team is an area that can be improved.

    For how long have I used the solution?

    We first began working with the Softline eCommerce Solution about five years ago. We stopped using it for a time because our company was not working in the Russian market. However, about two years ago, we decided to open our own company and we have been using it since that time.

    What do I think about the stability of the solution?

    Softline is pretty stable and I haven't seen any issues at this point. I plan to continue using it in the future.

    What do I think about the scalability of the solution?

    Scalability-wise, it is okay and I haven't seen any problems. I am the only person in the company who uses Softline. I also do the administration and maintenance.

    At this point, I don't see my usage increasing.

    How are customer service and technical support?

    We have been in contact with customer support and our experience with them has been okay. There have been no problems at all.

    For example, when we want to change the prices of our products, we ask them for assistance and they always do it quickly.

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

    I have not worked with other similar solutions.

    How was the initial setup?

    The initial setup was not complex and it took approximately one month to deploy. I don't remember any problems with the process.

    While the technology was straightforward, we had some issues with legal agreements that took more than three or four months to complete. This, however, had nothing to do with Softline.

    What about the implementation team?

    I was responsible for setup and deployment, and I had some assistance from Softline. They also collaborated with Flat12, a company that supported our website. I had two or three calls with them.

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

    This is the best offer that is available on the Russian Market, which is one of the reasons that we are not going to change our platform.

    In terms of licensing, it was definitely the best price on the Russian market and everything is pretty simple.

    Which other solutions did I evaluate?

    Before choosing Softline, we did not compare it with other options from a technical perspective. I did compare pricing and found that Softline was the best.

    What other advice do I have?

    For anybody who is considering Softline, I would say that it is a solution where everything works and I don't have any problems with it. If I had problems then I wouldn't be working with it.

    Overall, our goals are simple at this point and Softline works well for us. I can't say at this point that I can think of anything that needs to improve.

    I would rate this solution a ten out of ten.

    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. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
    Yuri Marunyak
    Head of ABBYY Online Sales at ABBYY Russia
    Real User
    Top 5Leaderboard
    Technical support is very fast when responding to inquiries
    Pros and Cons
    • "I often communicate with Allsoft managers. The speed of their reaction is very important for me. They always respond very quickly and help with any questions."
    • "I would like to get an advanced level of sales analytics for free. However, it is provided only for money."

    What is our primary use case?

    I usually track the sales of our products through my personal account on a daily basis. I upload keys for pulls once a month or so. I come up with and implement promotions to increase sales.

    How has it helped my organization?

    I do not prepare the mailings myself. However, when Allsoft and I are preparing the next campaign, I will inform managers of the campaign's conditions, then they prepare the targeted mailings. They usually do it well, which is why our sales have been increasing in recent years.

    I am responsible for sales only in Russia and some CIS countries. The system has currency customization for Russia, Belarus, and Kazakhstan.

    The solution has helped to increase our ecommerce sales. We have seen growth of about 10 percent every year, and 19 percent in 2020.

    What is most valuable?

    The number of payment methods suits me completely. I believe that they have all the necessary payment methods for individuals and organizations.

    What needs improvement?

    I would like to get an advanced level of sales analytics for free. However, it is provided only for money.

    For how long have I used the solution?

    More than five years.

    What do I think about the scalability of the solution?

    It works without errors.

    I manage it alone from our side.

    We are currently using it in Russia and some CIS countries.

    How are customer service and technical support?

    Everything is great! Their technical support is very fast when responding to all inquiries.

    I often communicate with Allsoft managers. The speed of their reaction is very important for me. They always respond very quickly and help with any questions.

    Allsoft provides support to our clients at a good level.

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

    We used to use Avangate (2Checkout) and a local “Softkey” provider. We changed our mind due to the fact that our previous providers could not answer all our requests for functionality or price for services.

    How was the initial setup?

    Everything was simple. Allsoft did everything themselves.

    The deployment was pretty fast. It took about a week or two.

    What was our ROI?

    Thanks to the coordinated work between Allsoft and us, the sales results of Black Friday 2020 were improved by 42 percent in monetary terms and 62 percent in quantitative terms (number of licenses sold).

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

    We are satisfied with their prices at the moment.

    Which other solutions did I evaluate?

    We needed a local service provider who could sell software to organizations. In our market, Allsoft was and still remains the best provider.

    What other advice do I have?

    Do not be afraid to cooperate with companies with Russian roots. Allsoft employs very experienced specialists who will always help you.

    Vendor support is a very important component for the success of both parties.

    If changes are required due to continued optimization of the solution, I am sure that we could make them quickly.

    I would rate this solution as a nine (out of 10).

    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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