CargoWise One Reviews

“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.

“cross-border shipping made simple”

Pros

Handling international shipping is much simpler for me thanks to its customs support and cross-border assistance. I find the dashboard packed with useful features and it makes managing multiple clients and currencies much quicker and easier to understand and act on. It also helps me keep a closer eye on procurement timelines and share current, up-to-date information with clients.

Cons

At the beginning, there's definitely a learning curve with this software. It presents a lot of information upfront so it can take time to sort out what matters most and what doesn't especially since that really depends on each company's needs.

“Outdated features”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.

“Perfect features and simple flow”

Pros

It has a lot of depth and complex functionality, yet I find the user experience still simple and flowing really well.

Cons

It can be hard to find easy solutions for some fairly basic issues, such as GL reconciliation and integrations with certain tools like payroll software and bank feeds.

“Excellent tool with flexible features”

Pros

There's a lot for me to appreciate here especially the feature set, the level of configurability, the database structure, the cloud architecture and the EDI capabilities.

Cons

Customer service is really disappointing and the training materials don't go deeply enough into highly technical areas. It also comes with a big learning curve which can be tough for smaller teams that aren't ready to invest the time.

“hidden fees and awful support”

Pros

There are plenty of shipping-related functions available, along with integrations for customs, tracking and tariff systems which I find very useful.

Cons

Although the platform includes a lot of features, many of them feel unnecessary, yet customers are still made to pay for them. The customer service is terrible. There seem to be lots of people with job titles that suggest they help customers but getting any real support is nearly impossible. The pricing structure is extremely complicated, with countless fees and hidden charges. It feels intentionally confusing, as if the goal is to overcharge and mislead customers. On top of that, the pricing suddenly went up four times which is outrageous. After waiting several days for an explanation, they emailed saying Microsoft was responsible for the increase which did not seem believable since Microsoft had not raised its prices. They also charge over $1000 just to leave the service which is outrageous and seems illegal. Even getting a backup copy of your own data comes with a high extra cost. I would strongly recommend staying away from this company.

“pricing has gotten absurd”

Pros

Software is user-friendly and still serves a helpful purpose for me in the freight industry.

Cons

Starting in October 2020, the pricing suddenly jumped by $1,000 which is outrageous. Tracking comes at a separate cost, job entry is priced separately, each user is charged differently and on top of all that, the extra $1,000 increase for the software is just insane.

“Buggy, laggy and overpriced”

Pros

On the occasions it actually functions, I find the software does what it's supposed to do. It's very detailed and includes pretty much everything needed for logistics work.

Cons

Biggest problem is how often it crashes whenever files are imported into the system. Some fields also don't communicate with each other which means the same work has to be entered more than once. On top of that, the whole program is extremely laggy, opening a tab from the menu or pulling up a file can take around five seconds. When you're handling 100 bookings, that lost time adds up fast. AES filing also seems to stop working every four weeks for no clear reason. For enterprise-level software, there are far too many bugs. The backend feels poorly built, customer service is basically nonexistent and the pricing feels like gouging. Overall it's just not a good product.

“powerful all-in-one platform”

Pros

Packed with features and very capable, I see it as a powerful all-in-one solution with a lot of functionality built in.

Cons

The downside is the price is high, it isn't web-based and it can feel unfriendly and hard to learn for new users.

“awesome features for daily work”

Pros

All the tools and features this system offers are really impressive. It makes everyday operations much more accessible, efficient and simple for me to handle.

Cons

It does take a bit of time to get comfortable with it and fully learn how all the features work.

“Terrible support and long delays”

Pros

The platform itself is great. It's powerful, includes all the features I expect and gets updated on a fairly regular basis in my experience.

Cons

Unfortunately, the support for this product has been awful. Every time I submit a ticket even after clearly explaining the troubleshooting steps I've already tried, they just send back a training video or a generic worksheet about how the module works. That happens even when I've already stated in the ticket that I watched the video and read the worksheet. I currently have a ticket that has been open for more than three months and despite asking for an update every week, I still haven't gotten any real response. The support experience has been absolutely terrible.

“disjointed features and abysmal support”

Pros

Nothing in this system feels cohesive at all. It seems like they grabbed a bunch of advanced features and just patched them together without any real thought. On top of that, I don't find a live support team so I'm stuck messaging a team that often doesn't read what I actually wrote and keeps sending me the same generic knowledge base articles even after being told they don't help.

Cons

Its support team is absolutely terrible.

“Powerful features and integration”

Pros

There's a lot of depth in the functionality and the integrations add real value to the overall experience for me.

Cons

The transaction-based pricing model can get costly and the level of support could be better.

“productive all-in-one platform”

Pros

Having everything in one platform really helps boost productivity across different teams and departments which is something I've genuinely enjoyed about using this application.

Cons

I'd still like to see a more user-friendly interface, along with a more detailed user guide to make the application easier to navigate and understand.

“Freight task automation wins”

Pros

It does a really good job of keeping my freight work organized, automating routine steps and helping me manage tasks efficiently in my day-to-day work.

Cons

The pricing is definitely on the higher side although that's somewhat expected from such a major player in the industry.

“all-in-one logistics winner”

Pros

There's definitely a learning curve here and it can feel a bit complicated for me as a new user at first.

Cons

It's a really strong all-in-one application for logistics.

“Helpful supply chain visibility”

Pros

Tracking products through every stage of the supply chain is very easy for me and that visibility helps each stakeholder improve their own internal processes.

Cons

There are a lot of features packed into the software so it can feel a bit complex to use at times.

“terrible support and slow rdp”

Pros

It gets the job done… on most days at least. The web-based RDP access to their environment is extremely slow in my experience.

Cons

Customer service is by far the worst part. Even Microsoft offers better support. Communication is little to none when issues are reported. When problems come up, they tell you to read the FAQ or watch videos instead of actually helping. There's no way to reach a live person during a critical issue. We've been dealing with a serious business-impacting problem for four days and no one from support has contacted us with an update. They just add something to the ticket and close it out.

“Useful features but costly surprises”

Pros

It works as a complete end-to-end, one-stop system. The customer-facing Track and Trace feature is quite great for me and the accounting module is reasonably good as well.

Cons

The support is well below what you would expect. Once the initial sales process is over, there's really no one you can simply call and speak with and you're mostly left to rely on videos. If something goes wrong, it has to be logged as an incident and it often takes them a long time just to understand what the issue actually is. Quite often, you end up chasing them for updates yourself. The biggest concern is the dynamic and unpredictable pricing. They bring customers in with appealing discounts at the start but then they quickly revise discount structures, change billing parameters and add new charge items whenever they want. Yes, they give notice but in reality you have little choice except to accept and pay. We've already gone through several pricing revisions and it always seems to work in their favor. It makes ERP/EDI usage costs very hard to forecast or control even when there's no plan to grow the business. On top of that, billing errors sometimes need follow-up too. Workflow issues we raised back in 2017 were accepted as development items but they don't stick to the timelines they commit to and regular progress updates are lacking. Their core sales pitch is that implementing this end-to-end ERP will save time, cost and resources. More than a year after implementation, that has not been our experience at all. Instead of seeing savings, we've only seen system costs continue to rise, with no real direction on how those promised efficiencies are supposed to happen.

“flexible workflows but weak support”

Pros

One feature I really appreciate is how modular and neutral the system is which makes it quite flexible when I customize workflows and milestones. It also includes modules for freight forwarding and warehouse management which I find useful in my work.

Cons

At the same time, it's not very user-friendly and can be difficult to work with. Technical support is also very limited and while there are a few documents and videos available, they just aren't enough to properly help.

“Powerful CRM and tracking”

Pros

CRM works really well for me and the workflow tools are very useful. The accounting features are great and the track-and-trace functionality is a big plus in my experience. GPS tracking is another valuable addition that makes the system even better for me.

Cons

Overall the system is very powerful and does a lot to help increase productivity. One area that could be improved is the customer service side while operating but aside from that, it's still a very strong tool.

“edocs save audit time”

Pros

One feature that really helps me is Edocs. Besides storing supporting documents at the shipment and consol level, it also lets me attach supporting files for accounting transactions. For instance, I can simply click on a petty cash transaction and immediately open the petty cash request form and receipts which saves me a lot of time during audits.

Cons

One thing I think is missing is a client-facing link where customers can download their own invoices or statements directly.

“frustrating booking process”

Pros

Their sales pitch was excellent and it really made the software seem revolutionary at first for me. Unfortunately, after investing so much money into it, I honestly wish we had gone with a different solution.

Cons

Customer support has been practically nonexistent. I wish I could share some of the messages we exchanged with our account manager because they were unbelievable. Even a simple task becomes unnecessarily complicated. On the Maersk website, making a booking takes about two minutes, while in CW it can take an entire day, with one error after another. Their training partners charge by the hour, yet they still can't actually solve the problems. Most of the time, they just say they'll get back to you later. Some of those trainers are even former CW employees which makes it even more disappointing. As an engineer, I can honestly say there's no clear logic behind all the extra codes, steps and details. It feels like the system is built around unnecessary complexity and that kind of approach will only drive customers away. Software is supposed to save time in daily operations but this one does the opposite by forcing staff to enter far too much unnecessary data.

“Great tool but plenty of room to grow!!”

Pros

There's a lot of flexibility built into it which I see as a big plus. As my needs change, I can adjust it and add different functions without feeling locked in.

Cons

The accounting side could really use more training videos. Right now, resolving an issue usually means submitting e-requests and calling support to get it taken care of.

“Utterly useless with no support”

Pros

Presentation made it look appealing at first but that impression disappeared quickly after I started using it myself.

Cons

There's basically no customer support at all, just being told to watch a video. Beyond that, it felt completely useless and like a total mess.

“too complex and unsupported”

Pros

Platform offers almost endless capability, with a huge range of options available, from my perspective and experience.

Cons

Keeping it maintained and tailoring it to specific needs is very difficult and the lack of customer support makes things even worse.

“all-in-one modules”

Pros

Everything is brought together in one place, with all the modules combined which makes my work much easier to manage.

Cons

It would be better to have the option to define specific restrictions for each user.

“Frustrating reporting and support”

Pros

U.S. customs compliance works well enough and has been satisfactory for me in day-to-day operations.

Cons

Building or modifying reports and documents is very difficult. Even tracking down what they call a macro for a field takes far too much time. On top of that, there's no real help when questions come up because they just refer you to an expensive partner. Customer service is among the worst I've dealt with.