Item: Epicor Eagle
Rating: 9
Author: Donna DiMarco

Use Cases and Deployment Scope

I use Epicor Eagle N Series in all the daily back office applications. We use the Epicor from POS, to Inventory to General Ledger.
All of the functions are thorough. The securities and options allow us to customize what each user can do.
A positive impact is the Market Basket in the IMU function. It helps us to make sure our customers are purchasing the complete project.

Pros and Cons

Market Basket in IMU is wonderful!
Favorites feature is very helpful.
Analytics
Securities

Adding the same SKU in 2 different lines does not work in Eagle N Series.
In the IMU function, I would like to have the SKU field drill down to show the last 5 SKUs I was working on.
I would like to see the check printing feature simplified.
I would like to have more choices of fields that could print on our invoices.
In POS, it would be nice to have an easy viewer available to see what A/R customers owe.

Return on Investment

The compass features that are added in help us make better decisions.
Eagle N Series seems to be more organized and makes it easier to find things. Also shortcuts and navigation is easier.
The options configurations customize a lot of functions for us.

Alternatives Considered

We have only looked at a few. None of the systems we looked at compare to the Epicor. The support team at Epicor is outstanding. The product performs great and we have been with Epicor for so many years, it doesn't make since to trust our business to any one else.

Other Software Used

Microsoft Application Server, Microsoft 365 Business, Konica Minolta Managed Print Services

Likelihood to Recommend

Again, my favorite is the Market Basket function in IMU. I like the favorites box. It makes it easier to jump around to other tasks. The custom fields feature is nice. I would also say the audit trails, securities and option configurations are flexible and allow you to customize the system to operate in a way that is best for your business. This computer software stores a lot of useful information and has it available right at your fingertips.

Users and Roles

1 - Purchasing and inventory functions. Also looking up information in POS

Support Headcount Required

1 - It is a great tool for management. Eagle N Series has a lot of analytics. It is a lot more organized and easier to navigate. I do not think you need any special skills beyond your average Epicor knowledge. Eagle N Series makes it much easier so you don't have to depend on knowing. It does the work for you and provides information.

Business Processes Supported

IMU - Analytics
IMU Market basket - Great tool!
Ability to make custom fields
Ability to see compass functions incorporated in the Eagle applications

Innovative Uses

Additional, valuable information in viewers.
Market Basket allows us to see what we are not selling with like products. We like to make sure the customer is purchasing the complete project package.

Future Planned Uses

I would like to be able to use the custom fields feature more.
I would like for the Eagle N Series to help suggestive sales at POS
I would like to make better use of the organized menus.

Likelihood to Renew

Eagle N series is a great tool. It really compliments the Eagle 4 Windows. The additional features are really nice to have. You can never have too much information. It helps me make better, wiser decisions. Eagle N allows compass functions without having to leave what function I'm in and see the additional information. GREAT TOOL!

Products Replaced

Key Differentiators

Price
Product Features
Product Usability
Vendor Reputation
Analyst Reports

Epicor has a lot of analytical functions that are very useful in our business. Also, It has integration with our vendors. we can upload and download information quickly and accurately. It saves a lot of time doing downloads electronically. The DDMS system is just fabulous!
Epicor is windows based. This allows it to be very user friendly. Using the daily functions is comfortable.

Evaluation Lessons Learned

I would change the beginning training process. I think more training in the beginning helps. this is not an area to save money. Knowledge replaces fear. The more knowledge you have with the software, the more information you give, the better it serves you. This allows you to use the system more wisely.

Implementation Rating

The process, from my point of view, was handled very well. It was a smooth transaction with lots of support both on site and by phone. All questions were answered and everything was explained each step of the way. A lot of information and support were provided including decisions on options and securities.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Issues

Management could better answer this question.

Support Rating

When I call in for support, they connect to my problem, view my computer with me and walk me through a solution and fixing the problem. They educate you and explain in simple terms what they are doing, how and why they fix it. This way, you understand and feel more confident moving forward and I am more efficient using the functions next time. They really are very patient.

Epicor Eagle Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

Yes - We have a business that operates 13 hrs a day 7 days a week. We like that they are there, solve our issue, and educate us on solutions as soon as the problem occurs. They don't just fix the issue, they take the time to explain what was wrong and the best way to move forward.

Exceptional Examples of Epicor Eagle Support

I have a few times they have provided exceptional support. Our General Ledger was out of balance. We had an invoice from Accounts Payable that showed up from what seemed like nowhere. They researched the files, located the issue, explained what happened and walked us through fixing it. They don't just fix it, they help you fix it and understand what happened.

Usability

There is a lot of information provided in Epicor. From Simple viewers to detailed information for the owner of the company, there is a lot of information. Also, let me mention, the Audit information. From a simple sku change to deletions, everything is recorded in an audit trail. It really helps to stop a thief or simply help you see what you did so you can undo it. Epicor also has a great security system. Their security bits allow you to decide who can perform what function. There are a lot of options to the funtions. This allows you to customize functions to your operation. We are not all alike!

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Point of Sale. This function is very easy and straight forward to use.
IMU - Inventory file. This function has a lot of valuable information in one place and is easy to use and navigate.
Business Viewer. Great tool. This is very valuable for Managers. It gives you a lot of operational information on a daily basis.

Difficult Tasks

The only function I think they could try to simplify is Printing a Check. Selection for Payment, printing reports, then the checks. this could be simplified.
Reversing a purchase order has a lot of steps.

Mobile Interface Availability and Impressions

Yes - The mobile interface is fabulous! We can look up information on our cell phone and help a customer from anywhere. It gives live - up to the minute information. I only use the mobile lookup and the VPN. The VPN is awesome! When I travel to trade shows and purchase products, I have my desk with me right at my fingertips.

Eagle N Series - Great tool! Can't Build without it!

Overall Satisfaction with Epicor Eagle N Series