Item: Zoho CRM
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

My team is currently using this as our CRM to work with the business development team and keep track of our leads and conversions. We also use it to categorize our leads (as Cold, Warm, fresh, etc) to ensure timely follow-ups. It really helps our sales team to focus and ensure that we are not missing out on any business opportunities. The fact that you can define user roles with a high degree of customization means we can maintain good access control over the data in it. 2 Factor Authentication is also a great added security feature. I also like that it integrates with other Zoho products (like Zoho Desk) quite well.

Pros and Cons

It is pretty easy to use. We don't need to set up formal training sessions for our users which lets us get new users up and running much quicker.
Great reporting section, you can extract some really detailed reports of your leads and their status.
User access control and 2-factor authentication are really easy to define and set up.
Some really great integrations with Zoho products and Gsuite.

It needs better user activity reports. We would like to be able to track our users' activities in it, in more detail.
I would have liked more customization over the filters section. It is pretty static and lags behind the rest of the CRM which is highly configurable.

Return on Investment

Significantly reduced missed opportunities when it comes to following up on open leads.
The ability to leave notes and comments has noticeably improved our inter-team communication on leads.
Access control and 2-factor authentication add a layer of security to our users.

Usability

I really love how simple it is to use. One of our earlier concerns, when we were looking for CRM software, was how much downtime we might be looking at for new users to learn to use the software. Turns out there is almost no downtime. A short 1-hour session usually brings new users up to date on how to use it. And we have had positive feedback from our entire team on how easy it is to use for their day-to-day operations.

Product Configurability

For the most part, you can configure it to fit your sales pipeline very nicely. You can add custom fields, objects, etc quite easily. Reports can also be generated with whatever data set you need. It loses out on a point for me because the filters are (as far as I know) not very customizable when it comes to searching across your data set.

Alternatives Considered

Freshworks CRM (formerly Freshsales)

We trialed both Freshworks and Zoho and our team generally preferred Zoho. It was easy to implement, customizable, and integrated well with the tools we used. The pricing and the ease of use was the decider for us.

Key Insights

Do you think Zoho CRM delivers good value for the price?

Yes

Are you happy with Zoho CRM's feature set?

Yes

Did Zoho CRM live up to sales and marketing promises?

Yes

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

Yes

Other Software Used

Zoho Desk, Microsoft Teams, Google Meet

Likelihood to Recommend

For small and mid-sized teams (even if you are in a large organization) this is quite fantastic. The price works out to be well within most teams' budgets and it's pretty feature-packed. However, you might run into snags when you start scaling up significantly. From data input to user control, it is software generally designed for mid-sized teams.

A CRM that is easy to use and "Just works"!

Software Version

Overall Satisfaction with Zoho CRM