CargoWise One

“poor support and costly setup”

Pros

When I started using this I thought that it covers everything needed in one system and it does automate certain tasks which could potentially reduce some staffing costs.

Cons

The biggest problem is the support which has been truly terrible and their own product knowledge is alarmingly poor. They repeatedly push you toward paying a third-party provider to handle the setup but all that really gets you is a large invoice and a system you still can't properly use. That completely contradicts their own implementation advice which says you should have someone within your business who can support the product to a reasonable standard something you are not going to achieve by outsourcing it. On top of that, support tickets are often closed almost immediately with a response telling you to read one of their guides even though you have probably already gone through it and those guides are frequently inaccurate or missing key steps. There is no phone support, the implementation team seems to have very little understanding of the product and no one really makes an effort to help when you are clearly struggling, no matter who you speak with.

“Features don't work as promised”

Pros

Having integrated tracking along with one system that brings sales, operations and accounting together is a fantastic concept in my view.

Cons

In reality, none of the features are actually easy to access or function the way they're advertised. Customer support is also completely unhelpful. You can submit an online service ticket but the response usually comes 3-4 days later and even then they just point you to a video or document that has nothing to do with the problem you asked about.

“Outdated features”

Pros

At first glance, the software seems highly customizable and fairly consistent worldwide. It gives me the ability to build my own document layouts and set up workflows that should help automate my team's work.

Cons

Customer support is awful. The advice they give often contradicts itself which makes things even more confusing. There are also options in the interface that nobody uses anymore, yet they still refuse to remove them. The relationship manager has been useless and has never actually helped with anything. He doesn't even seem to remember the last time he logged into the system. On top of that, they promote modules globally even though some of them only work in certain countries.