Overall Satisfaction with Brightpearl
I was not involved in our implementation. I would suggest generally that implementation is probably extremely important to get right.
Brightpearl support used to be very slow, quick to pass the buck and blame other partners rather than investigate or solve a situation, and quick to say that a bug was part of the software and not on the roadmap to be fixed. In the past 6 months or so, they have gotten a lot better. There is still a long way to go.
Brightpearl is our ERP - essentially the backend to our Shopify, Amazon/eBay, and other sales channels. We use it across the whole organization. It addresses inventory management, order processing, and some light customer service uses. We do not use the accounting module (instead we are using QuickBooks) and we have never used the product management features or marketplace features.
- Brightpearl is somewhat quirky, but it generally does a very good job of managing order flow from our various sales channels for processing.
- The notes feature on orders is very useful for keeping track of customer issues at an order level.
- Unless a linkage breaks (which happens 2-3 times per year), Brightpearl is good at hooking into our different sales channels and providing a common backend.
- Oh God. Little quirks in Brightpearl are horrible to get resolved. For example, if an employee who also had a Brightpearl login placed an order for himself on our POS, Brightpearl for the longest time would not import the order if the employee used the same email on the POS as on their Brightpearl login. When we contacted tech support, they said "That's just how the software works." There were many examples of this answer for problems. I believe these problems are slowly getting resolved, but slowly, and the poor attitude still rankles.
- Tech support is generally fairly slow to react, even to large (not mission-critical) problems.
- Tech support used to have a HORRIBLE attitude. They have gotten better in the last 6 months.
- Brightpearl tech support used to pass the buck all the time. Got a problem with the linkage between Brightpearl and ShipStation? You could count on Brightpearl to blame ShipStation every time, regardless of who was at fault.
- Generally, Brightpearl has been positive for us. It's definitely helped us (along with massive process improvements) improve the % of key inventory that we are able to keep in stock.
- Our order processing would be an even worse time suck without Brightpearl.
- Streamlining our order flow across channels allows us to service our customers in a more central manner.
We selected Brightpearl because it seemed to offer a more robust feature set vs. competitors, at a good price.
This is a tough space. It seems like everyone in the sub $5M revenue space (sub $10M?) does not like their inventory management or ERP system. Brightpearl is not a silver bullet, but it works for us. I think there are far worse options, and there are far more expensive options. Brightpearl should definitely be in the conversation for ERP for a sub $5M ecommerce retailer. Is it the best....? Maybe!