RedHorse CRM vs. Sparkcentral (discontinued)

RedHorse CRM is not well suited for organizations that need full web access. It is not currently a SaaS application but can be used with Amazon and similar hosted servers.

Sparkcentral has an extremely dedicated customer service team The platform UX is brilliant Reports are very detailed & easy to export The system is stable more than 98% of the time Queue management is extremely easy They need to work on a mobile app / making the website mobile friendly The ability to add more social media channels is essential

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• Customer information management - retain complete information about the client, their company, social media conversations, product ownership and so on.
• Sales process drive and automation - integrates with Constant Contact to provide marketing support for your sales team.
• Customer support (Ticketing) - complete time and technology management. Know how many issues are arising and the response time to solutions. Create knowledge base as issues are resolved.
• Integration to QuickBooks - Connects directly to QuickBooks in a manner that is solid and easy to use while maintaining security. Your sales and support team sees just what they need to see.

• The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
• The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
• Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).

• Really RedHorse is so full featured that it has few areas that need improvement. One feature that is not present but will be addressed in the future is true SaaS implementations.

• In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
• Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
• The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.

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Invited by TrustRadius (TR) on Vendor's Behalf

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

Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.

The system meets all my expectations.

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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

Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.

Incentivized

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

As a CRM systems provider for 25+ years we have worked with a number of CRM products but so far none have the complete feature set like RedHorse. Salesforce.com gets very expensive for clients very quickly even though it is a good product. MS Dynamics CRM is a reasonable system but is very complex and expensive to maintain and/or customize. RedHorse provides the best of both along with the ease of use and non-complex customization.

Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.

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Invited by TrustRadius (TR) on Vendor's Behalf

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

• RedHorse allows our team to focus on producing results for clients in a prompt and accurate manner.
• Information is always available and the system is quick so our team and our clients appreciate the application.
• Quoting a client is a breeze and the system is flexible.

• Customers appreciate fast responses to the things they post on social media. This tool allows that to happen.
• The dashboard allows us to keep up with how many are waiting in our queue so we can keep up with how busy we are during the day and manage it.
• Customer satisfaction has seemed to increase while using this tool.
• Being able to add notes with the customers address and phone info is awesome as well.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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. TR verified that a representative sample of customers was invited. More Info