I don't know why we pay for this.
May 29, 2018

I don't know why we pay for this.

Jeff Bramhall | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cirrus Insight

We use Cirrus Insight for email tracking, connecting email with Salesforce, and some campaign work.
  • I can't think of anything that it does really well.
  • The Salesforce link often doesn't work - I don't know if that's Cirrus or Salesforce, but Cirrus gets the blame in my mind. This means that either we duplicate work in the sales>customer success handoff by consolidating communication information OR we lose it. Losing it is easier, so it's what happens more often.
  • Building campaigns is painful - the integration with Salesforce requires a significant amount of back-and-forth work. If my contacts were better linked or it could be done in fewer steps, I may have a different opinion.
  • Tracking doesn't work consistently. Between being sporadically tagged for tracking (doesn't work automatically) and losing the tracking mid-exchange (subsequent emails can be untracked), I might as well just not have it at all.
  • If we were a more email-centric sales team, I expect I would know more about the software but I've found it unintuitive at best and obstructive at worst.
  • I don't think we have an ROI target, a baseline to measure from, or a metric that we track CI against.
  • Outreach
We use Outreach to drive campaigns now. We've been successful with it for several reasons:
1- Our business operations team knows it and is able to coach us on how to use it
2- We use it across several departments (Marketing, SDE team, AE team, Customer Success - though we may be using it less there now).
3- The ease of building and maintaining lists/campaigns is much more straightforward.
4- Our business looks at the results of email campaigns sent from Outreach much more than CI. I don't know if that's ability of ours or software, but it's where we are today.

I would be surprised if we continue to use Cirrus.
I think the use cases where it would be useful are:
- a sales team who is email heavy
- an organization who can elaborate the value they want to achieve from email tracking and automation software
Successful implementation of the tool also requires that you set standards within your organization so you can easily transfer knowledge.