What we like about Skubana is that it seems like the program was designed by an actual business owner who has skin in the game themselves. In other words, this isn't just a program designed by people who think they understand what multi-channel sales entail, but it's made by someone who actually sells across multiple channels.
I'll keep this short, but we started with a competitor (Jazva) who promised the world to us, but failed to deliver in every way possible. My expectations were pretty low at that point for finding another solution. To my surprise, Skubana not only listened to our business needs, but actually delivered on them and continue to do so to this day.
In addition, unlike the prior company, they didn't set us up with an account manager for a month and then afterwards steer us to Tier 2 support who didn't understand our business. Instead, we've been working with a dedicated Account Manager, Alyssa, who studied our business up front and understands what we need as every business is different. When Alyssa goes on vacation, they have backups that understand our business and usually answer emails within an hour or two.
Back to what we really like and why we ultimately decided to continue with Skubana. There are plenty of companies out there that can combine sales channels (ie: eBay, Amazon, BigCommerce, Newegg, etc) which is great, but what good does that do if you don't have any data to better understand what channels are performing well, what the actual profit margins are of your products, how much you spend on advertising, ROI's, etc? We needed a program that offered all of that, so we could make better, smarter business decisions.
This is why we chose Skubana -- they offer an Analytics section that no one else has (and we searched far and wide after the Jazva disaster) and with some slight tweaking on our end to organize the data, we now have weekly, monthly, quarterly and yearly reports that can be generated in a matter of minutes that shows us channel performance, SKU performance, etc. It's truly amazing. When I worked at a Fortune 500, we would pay millions for this data via Nielsen (don't get any ideas Skubana haha), so this is extremely valuable.
Lastly, I just want to touch again on the customer service aspect. While we've only had experience with one other company similar to Skubana, I can tell you that this customer service is unmatched. Again, you get an Account Manager that understands your business and is there for you. You don't get some setup specialist who is going to leave you after a month. They're here to stay. In addition, their programmer actually responds to you, which is awesome. You don't get the ol', "we'll talk to your programmer and get back to you" line -- Wali actually worked with us on a couple of things that we needed help on. In addition, as every business is different, Judah, has helped us partner with different companies that also tie into Skubana and has given us valuable information on how to setup our own API tie in (we're looking at integrating Newegg.ca, BestBuy.ca).
NET: This is a fantastic company that, in my opinion, actually understands what multi-channel sales are and how businesses are run. We love them!
While there are a few nuances with the UI, it's not really something worth criticizing -- rather, just small things to get used to.
What I would like to see them improve (and they've said they are working on it and I sincerely believe them) is how they show their Analytics. While they have a ton of data, as mentioned above, it's not all in a neat report that's easily digestible. In other words, you won't see Pivot Tables to easily see the data, but rather the data is scattered a bit across multiple tabs.
But, what we did to cater this to our own needs is create a spreadsheet where we copy / paste the data into (takes about 10 min) which then allows us to better analyze things.
This is not a dealbreaker by any means and as I've said above, no other company that we've researched has this type of data. If Skubana can make their Analytics module a little more user friendly, it'd be lights out for the competition.
For people considering Skubana, I would say if you're on the fence, give them a shot, but be up front with them on what you want from a company. We wrote out a full RFP and had details on what we were looking for. They told us what they could and could not do (the things they could not do were all solved by a third party integration) and actually walked us through the platform prior to us signing up.
Alex was great at understanding what we wanted and everything has been delivered on, we're extremely happy.
The biggest business problem we solved was the ability to make smart decisions around our channel strategy (ie: Amazon, eBay, Newegg, etc) as well as determine how products are performing from a profit margin standpoint.
This was the biggest thing that was lacking in any other product we checked out and we're extremely glad Skubana has this.
With a little tweaking of their data and organizing it in a way that's easily digestible, we're now able to determine the overall profit margins of each channel, each product, see our top-line and bottom-line numbers, and adjust accordingly.