Merlin Business Software by Aptean - Chesterfield

Jason P.

We recently migrated our server, and Glynn at Merlin Business Software was instrumental in making the process as smooth as possible. He took the time to understand our specific challenges, collaborated with us on solutions, and provided excellent support throughout. His expertise and proactive approach ensured a relatively pain-free transition. Highly recommended—thank you, Glynn!

Stoneleaf S.

Customer service has gone to zero since Aptean have taken over, Will be taking our business else where. The issues it is now causing with the hardware originally supplied by merlin but now un supported by Aptean make the day to day use of the software a complete pain. No one wants to do anything about fixing it, support cases left for weeks without response and emails to anyone to complain left unanswered I don't expect a response to this but hopefully it warns off someone else from even getting started with them.

Alistair B.

Poor system and terrible support.

Most help or calls with anyone 'technical' chargeable at over £100 an hour ?

Account manager changed after 1 conversation?

What a bad decision using this money driven company that's behind the times completely.

Jon B.

HAVING ACQUIRED A COMPANY OPERATING THIS SYSTEM WE TRIED TO AGREE A THREE MONTH CONTRACT , HOWEVER THEY WOULD ONLY PROVIDE A TWELVE MONTH AGREEMENT , THAT WE AGREED TO . HOWEVER WE MISSED THE FACT THAT WHILE OUR NEED WAS FULLY UNDERSTOOD THEY PRODUCES A ROLLING CONTRACT WITH A THREE MONTH CANCELLATION WINDOW THAT WE MISSED BY 1 WEEK AND CAUGHT US FOR ANOTHER TWELVE MONTHS . WHILE WE APPRECIATE WE HAVE MISSED THIS , WE REPLIED WITH YES WE WILL SETTLE THIS INVOICE , HOWEVER WE REQUIRE NOTIFICATION FROM YOU THAT THIS IS THE END OF THE CONTRACT , NUMEROUS REQUESTS TOTALLY IGNORED

I WOULD AVOID AT ALL COSTS

PS , FOUND THE SOFTWARE MULTI BRANCH CAPABILITY VERY POOR

D M.

If you're thinking about buying this software, think again. It largely hasn't been updated in 11+ years, it's slow, FULL of bugs and lacks decent levels of security. Example, any user of their mobile apps needs a VPN (including delivery drivers) there is no basic SSL, so you will get staff complaints (regularly) as the VPN's disconnect and they can't use Merlin. I can access my bank without a VPN, but not Merlin.

New "features" are more software patches, or just add-on's to a barely-functional legacy system. When add-on's are released, there is next to no documentation on how to set them up properly, and the features are not really even that useful to most businesses.

From the very few support guides they have, most are from 2003, only proving the core system hasn't been updated in 11+ years! The lack of any useful documentation is appalling. This is designed so that when you do need help and have to contact them (as there is no documentation), they can charge you for "Professional Services", but expect to wait a month or so.

Want to run a report? No chance. You are given a few basic templates and when you need more, expect to pay £££ and wait 2/3 months for one to be written. There is no functionality to write your own, unless you're an IT guru who knows SQL.

To fix this software, they need to do a few things.

1. Improve woeful support times and processes.
2. Create decent documentation/help guides.
3. Review some of the core workflows and make them slicker(Everything is long-winded and hard work). Something as simple as getting a POD is not simple.
4. Bring the design and functionality up to 2024 standards. Even up to 2015 standards would be a significant improvement.
5. Give customers the ability to write their own reports!

Lewys T.

Impossible to get anything out of Merlin post the Inept-ean aquisition.

A total disaster, our account manager doesn’t even reply to us!

John G.

Since Aptean have taken over Merlin the service has plummeted to an all time low,
No one calls you back poor customer services, theres no management who are responsible 1 star is being generous

Joanne L.

I work at union square, reactive tasks no one listens and also you key in the toilets,I just put in the zones but doing the deep clean of the toilets I press the toilets but sometimes can be frustrating because it takes you away from your job, I've been cleaning since I was 11years old, I'm now 51years old I struggle with texting,etc , management don't care about their cleaners.