On the whole the system could be an absolute game changer, but the quality of support and the overall implementation process is very archaic, slow and not comprehensive. The system configuration and training is provided in one workshop, should a function fail, the training time is wasted, trying to correct the issue. The Kimble approach, does not lend itself well to customers moving from a lesser system and processes and warrants careful review when implementing. The support function is bar far the worst, that I personally have ever come across, they don't know the product, are scattered across the world, there is no joined up thinking. The SLA's which aren't SLA's, more like objectives are shocking for a modern helpdesk / servicedesk, a P3 call to meet an SLO can take up to 23 business days to obtain a resolution. The customer portal provided, is not well thought out. If a bug is found with the software, then a ticket is escalated to the Jira system and goodness only knows when a fix will be reviewed and released. There is no link between Cherwell and Jira, so an Admin can't tell when a bug is reviewed b dev. The overall quality of system is fine, but it is severely let down by the company processes, the PSG resource, and Support staff. There are always exceptions to this, some PSG resources and some support resources are great, but the majority are not.

This software promises to be a one stop shop for all warehouse management, sales order processing, distribution and financial management, and on the whole delivers a lot quite well. The sales order processing is well thought out, the financial management is well thought out and most modules are well thought out.

The WMS functionality of the system leaves a lot to be desired, lots of issues with FIFO stock costing and the e-pick android handheld computer. There doesn't appear to be a joined up approach to review how the legacy system of K8 works with the newer e-pick applications, which are very basic to start. These only function as KCS have designed them and don't really work in a real world modern lean warehouse management function. The process to get software updates or deployment of extra features is a convoluted process and isn't quick. It's a big system and it feels that most support staff / consultants don't really understand the complexity of the entire system.