GoldMine is an excellent CRM resource for medium to large size companies.
Updated September 19, 2024

GoldMine is an excellent CRM resource for medium to large size companies.

Daniel Lampkin | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoldMine

We originally used GoldMine as a full CRM System, for everything from customer contact information, sales, and technical support ticketing. Since our acquisition by another company, we have moved to a new support ticketing system, but still use GoldMine for everything else. It has been an invaluable tool.

Pros

  • Organizing trouble tickets or "cases" in customer profiles. They are associated with the customer, so you can go into any customer record and click the cases tab and sort them by any of their columns.
  • The dashboard is invaluable as a support technician. It allows me to find my trouble tickets and sort them by the date they were last updated, allowing me to continuously follow up on older ones as time goes on.
  • The integration of companies, contacts, and cases is essential, as it allows our departments to access the same pools of information efficiently.

Cons

  • GoldMine can get quite slow when you stuff it with thousands upon thousands of records, like we have.
  • Navigation with the mouse is awful, more often than not if you try to scroll up and down a list of items within a company record instead of the list, moving it switches to another customer record.
  • Integration with Outlook could be cleaner. A lot of times I have found myself having to refresh the GoldMine connection to attach emails.
  • Our company prides itself on its responsiveness to customer requests. As a consequence of that, we need to be able to follow up consistently on issues until they are solved and goldmine helps us do that.
  • Because of its ease of use and wealth of information, it allows us to react to customer queries quickly and with a familiarity that instills confidence in our customers.
  • The lag on the other hand, since we have kind of choked it with too much information, slows us down. I understand we're using it for more than it was designed for, but as businesses grow and customer demands increase we need our technology to improve at the same rate.
I cannot remember the name of the CRM system used at my last company, but it was nothing in comparison to GoldMine. It lacked many of the expanded search features and dashboard.
It's great for older companies that have lots of customers, and who have multiple departments working together, but is optimized for a single central office environment. Requires virtualization if everyone works remotely.
Also, this would be overkill for a smaller or newer company. There are smaller more lightweight CRM systems out there that would be appropriate for that.

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