Salesforce Agentforce Commerce vs. WellSky CareTend

Global Sites; larger commerce organizations but not too large where the % rev-share would affect its feasibility in a feature comparison. Salesforce is rock solid in infrastructure and rarely has outages or issues; it scaled appropriately for holiday peak and was able to accomplish anything we put our minds to as long as we staffed development appropriately. The latter, however, is not to be overlooked. Developers are necessary and expensive.

Incentivized

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This company is extremely difficult to work with. They have expressed that CareTend users are not important to them since that is such a small part of the WellSky business. They are very focused on extra fees and extra charges for everything. We have not even had the program for a year and they have changed everything initially promised related to pricing. They continue to come up with new ways they can get more money out of you. I would recommend for anyone considering this program, to look at other options first

• Traffic - When we have sales, our traffic will increase exponentially and their cloud can handle the huge uptick in traffic we receive without overloading our servers.
• Site updates - it continually monitors in the background for any upgrades or updates needed so we don't have to go in and do it ourselves. A real time saver!
• Integration - outside plugins and add-ons are easy to install with Salesforce commerce cloud as it allows a seamless integration of extra plug ins onto our site.

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• I am very unsatisfied with WellSky CareTend. The original CPR+ program was efficient and this copy they forced provider to switch to has many issues and does not include all of the capabilities in the prior program or as promised.

• The UX within the Business Manager portion of Demandware, the primary interface for marketers, is generally a confusing, inconsistent mess. Particularly infuriating are the lack of consistency for search and sort behavior within the tool.
• A number of useful features, such as the ability to set schedules or tie features to unique customer segments, have seemingly arbitrary limitations imposed.
• Demandware's idea of leveraging the community to be a learning resource and a sounding board for new ideas and features is a nice theory, but in practice it doesn't work for businesses with a lot of customization. I'm left with the impression that individual support is not a priority.

Incentivized

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• Poor customer service. Upper Management fired much of the staff soon after our transition.
• Outrageous fees that keep changing and increasing multiple times since we transitioned 9/2019. Getting a contract up front proves pointless as they find crafty ways around agreements to charge exorbitant fees. We are always overbilled. Just transitioned and bought a new server and now they tell us they are eliminating that process and we will be forced to host with them at a price of $66k/year for 20 users. This is above and beyond the 5% increase they gave us across the board 3 months after transitioning and the quarterly support fees that are outrageous.
• Any attempt to discuss or protest the charges is met with the explanation that WellSky is a very big company and CareTend is such a small component that they are not interested in our concerns.
• They do not have any clinical staff consulting or employed and are definitely missing functionality for what is needed in different clinical components or operations of the program.
• WellSky bought the CPR+ program that we were using and decided to eliminate all support of that program and forced customers to purchase the CareTend program. They promised we could do everything we could in CPR+ plus much more. That has not been the case. Our staff has spent unbelievable amounts of hours just to try to get some of the basic functions of CPR+. We have adapted many work arounds. CareTend sees fixes to their program issues as enhancements and insists on charging exorbitant fees to add these corrective updates.

A huge factor influencing our decision to remain on the Demandware platform is that our new parent company is standardizing all its luxury brands in the US on it. We are fortunate. However, even if we had remained an independent company, I believe we would continue on the Demandware platform for all the reasons outlined in this review. I appreciate the stability the platform has provided to our eCommerce site in the last three years as well as the continuous improvements and technological advances being rolled out that will allow us to keep the site fresh, engaging, modern and stable. I've heard many horror stories from colleagues on other platforms who struggle with the expense and complexity involved with making what should be minor and simple changes and updates to their sites.

The overall ease of using the system. Consolidation in location for our team members. Mobile application for on the go research, as many of our team members are constantly traveling to job sites or to meet clients. No more duplicate calls to current customers, since we have 12 different divisions that span the company. Mostly the ability to look at the database when our team members begin cultivating a new
lead/prospect with a potential customer to see if anyone within the team has a
relationship with that person or the company they work for.

Incentivized

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We have only had one instance where the platform went down in the time we have been using it.

They are very responsive and a support technician will be assigned quickly. Even if there is further clarification needed for the ticket, or a solution is not immediately available, you feel that someone is there and staying on top of the issue. Most common issues are resolved quickly and satisfactorily.

Incentivized

Independently Invited by TrustRadius

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They fired most of the support staff. When your staff is new to the program, yet knows more than who you speak to when you call into support, you know that there is an issue. It can take a week or longer at times for a support person to get back to you about an issue. We have met with management on these issues and when they do acknowledge a functionality issue, they want to charge you a fee to provide the fix even though you already pay support fees

The in-person training was thorough. Trainer was pretty dry, but covered everything really well.

Implementation went fairly smoothly.

When I think of Salesforce products, I sometimes think of them interchangeably as one big lump. It's hard not to be incredibly immersed in the ecosystem day in and day out and taking advantage of resources like Trailhead. While Microsoft Dynamics compares in quality and offerings, it doesn't offer the same engagement and resources as Salesforce in its communications, social, and marketing, which makes a difference in terms of relevance and help. Commerce Cloud comes with the support you need to succeed and the tools you need to grow. In a high demand consumer world, we need products like this to keep up and get ahead. The minute we catch up, we're behind. Salesforce helps you stay on pace and create the unique and personalized experiences customers everywhere expect.

Incentivized

Independently Invited by TrustRadius

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We utilized CPR+ prior to WellSky and it was basically the same product. Much more cost effective and many fewer issues.

• In my experience I see most of the retailers see better sales after moving to Demandware.
• Site performance is really good if the application built with best practices suggested by Demandware.
• Service integrations have some limitations in terms of quota etc but still all are inside manageable grounds.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Our annual computer/program budget has risen beyond what is affordable since 9/2019.