Features
Top Performing Features
Case management
This includes incident/ticket creation, routing, escalation, and resolution.
Category average: 8.3
Help desk management
This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.
Category average: 8
Customer data management / contact management
The software acts as a single source for all customer data and enables users to access that data efficiently.
Category average: 8.6
Mobile access
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Category average: 7.8
Sales Force Automation
This is the technique of using software to automate certain sales-related tasks.
Customer data management / contact management
The software acts as a single source for all customer data and enables users to access that data efficiently.
Category average: 8.6
Workflow management
The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.
Category average: 8.2
Customer Service & Support
This component of CRM software automates help desk, call center and field service management.
Case management
This includes incident/ticket creation, routing, escalation, and resolution.
Category average: 8.3
Help desk management
This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.
Category average: 8
CRM Project Management
This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.
Reporting
Software provides a broad range of standard and the ability to build custom reports.
Category average: 8.1
CRM Reporting & Analytics
Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.
Customizable reports
Users can create reports and dashboards unique to their needs.
Category average: 8.1
Customization
This addresses a company’s ability to configure the software to fit its specific use case and workflow.
Custom fields
Users can create custom fields to store additional information on standard and custom objects.
Category average: 8.4
Custom objects
Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.
Category average: 8.2
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.6
Platform
Mobile access
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Category average: 7.8