Few tweaks away from being the best in its class

email integration is flawed. Synchronising the email address with a deal does not bring only the relevant conversation between Sales Agent and Contact referring to a deal; all emails with the contact or with the sales agent are imported. So this feature is useless as it is wrongly implemented - you can not track the conversation and see what your contact and sales discussed so far. Also the feature does not bring the attachments of an email (if, for example, there was an offer or a brochure sent by one of your sales team, no one will be able to see it and pick up the sales process).

Deals reporting needs improvement. reporting from deals is a bit confusing and not very friendly. There are some features, but so far they don't hold a lot of value and still we need to go through a lot of manual work to get some data. Some reports (e.g. funnel) show numbers and percentages, but you can not see who the contact was and explore the case-by-case issue (e.g. if there were 4 deals LOST in stage X, we need to see who the contacts were so Sales can explain case by case why the deal was lost)

Customer service reply time needs optimization. It can be improved with better response time. If we open a case today regarding an issue or need assistance, getting a response after 3-4 days is not fast enough.