Copper vs Freshworks CRM (formerly Freshsales)

• ProsperWorks UI and integration with Gmail is just unmatched. It's beautiful, easy, straight forward, and a delight to use.
• Their kanban flow for deals is awesome, and the ability to link any deal/company/person/document/calendar event with just about any other one makes drawing connections between things really simple.
• Their reporting for activity is awesome. I used this for a period of 7 months to manage a collections team and it was invaluable to watch daily call volumes, and pull live reports to show the team at the end of the day.

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• It helps you automate your onboarding process for new leads.
• It has lots of integrations with other apps, so you can interact with other things like calendars and calls.
• It's pretty easy to set sequences so the platform automatically follows up with people for you. This is not only helpful for your sales pipeline, but also for client communication when working on a project that requires their input.

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• I have zero visibility into any of my feature requests. I submit them frequently to my customer success person and I don't know whether they are being worked on or will ever be worked on. I'd like to see some kind of roadmap.
• The Google Sheets add on is a nice tool but it's frustrating having to continually refresh it, I wish it would just refresh daily by itself.
• The analytics and forecasting is not very robust, it needs a lot of number fudging on the Google Sheets add-on to give you actionable results.

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• Automation ('workflows') need a bit of work. In comparison to other sales CRMs that automatically 'nudge' sales staff when a phone call or email hasn't been returned (for example), these nudges can be created as 'tasks' in Freshsales, but only by someone who knows what they're doing, setting explicit trigger and action rules that don't always cover all scenarios.
• Event tracking with Segment (or just with their JS library) is a little bit haphazard. I'm sure it works well for in-app actions, but if a user visits your website and interacts with you and you aren't using the Freshsales forms on your website, it can be hard to identify users and track website visits and actions etc.
• Learning curve– seems to be aimed at users with a bit more technical know-how; so might work well for SaaS sales teams or sales engineers, but not so much for users in other industries. Our non-technical staff have found it to be confusing.
• Mobile Application– works very well as a contact directory, retrieving a quick overview of interactions, and now you can place voice notes that sync with the web app; these features aren't necessarily critical to our field salespeople. A user will still need to 'come back to the office' to retrieve missed voicemails, update deals notes, as well as place calls from their VoIP number. Freshsales will forward calls to a mobile, but won't allow the sales staff to place calls from their mobile device using their VoIP numbers (or receive calls from these lines).

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• Being a paid user with many Copper team members, we have definitely reaped the benefit of reports by pipeline, along with financial projections, and determining ROI of paid media channels with opportunity lead sources.
• Copper has also allowed us to have effective sales meetings where our team members go through their pipelines and collaborate together on opportunities and share learning points that help the rest of the sales team avoid similar mistakes.

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• It is too soon to make a determination on ROI, but I do think it will help me be more efficient.
• The reporting functions help me stay on track of sales opportunities.
• The task reminders help me accelerate how quickly deals come together.

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