Hiver vs. Unanet CRM by Cosential

One scenario where Hiver works really well is in a shared support or billing inbox or anywhere multiple team members need access to the same messages. For example, when a customer emails about a billing question, we used to reply and manually loop in the billing team or forward the message. That often caused confusion, especially when someone forgot to “reply all” or responded only to the teammate instead of the customer.Now with Hiver, we just assign the conversation to the billing inbox, and whoever is available can respond. Everyone on the team can see the thread, status, and notes, which avoids duplicated efforts and missed replies. We also used to rely on Google Groups, but it wasn’t clear if someone had already replied, and there was no easy way to collaborate behind the scenes. Hiver completely solved that for us.As for situations where Hiver might be less ideal, I’d say if your team isn’t using Gmail or Google Workspace, then it’s probably not a good fit. It’s really designed for teams that live in Gmail so the team doesn't have to learn a new system. I'm sure some businesses will require a more robust ticketing solution but for our use case, this was a perfect option to improve outcomes, client service, and satisfaction.

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I believe it is well suited for large companies or companies that use many different platforms to track and display data because of the ways Unanet can connect across platforms. If your company tracks projects associated with clients to plan workflow and business development opportunities, this is a great CRM to use. It is very user-friendly and the team at Unanet works well with our internal partners to maximize efficiency and provide us the customizations that we need

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• automation through rules
• tagging emails, anaylics behind them
• support, chat always responds right away

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• Inputting of companies and leads who may become prospects.
• Creating specific opportunities for construction projects.
• Tracking opportunities through the entire sales cycle.
• Inputting detailed notes and activity by the Sales team.

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• It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.

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• The open software is somewhat difficult to master as an administrator.
• Report writing could be more intuitive.
• The company seems to cater to larger users.

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Easy to use

Unanet is user-friendly and a very “smart” platform. I took off one point for the issues we seem to run into every couple weeks in which certain features are glitchy and unable to be used for a couple hours. They are fixed quickly, but it is frustrating in the moment

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Support is there, can be slow at times.

My original trainer / implementation specialist was fantastic. That relationship has continued, even though I have been officially handed off to the customer service side. The customer service side seems to have higher turnover than normal, but in general they are also very supportive, although not as responsive as I might like.

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True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

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I have not used other CRM systems because all of my employers have used Cosential

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• The ROI on showing how many emails are being received and addressed in a timely manner are great for KPIs
• the ability to search and ensure emails are not being deleted as an automatic report is sent out the following day saying if any emails were deleted by whom
• the ability to automate who gets assigned what emails from specific vendors per entity

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• Allowed for common tracking by business developers in different regions.
• Helped us quantify effort.
• Provides great reports for management.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info