Item: Insightly
Rating: 8
Author: Matthew Boote

Overall Satisfaction with Insightly

Use Cases and Deployment Scope

Insightly is being used across the entire organization. The main business problem it addresses is our ability to manage and organize industry contacts. We also use Insightly as a way to manage, visualize, and analyze our business pipeline. The former (managing contacts) is mandatory for the entire organization while the latter (opportunities management) is used by higher up individuals.

Pros and Cons

Pros

Link people in Insightly because we can map relationships
Integrate with our email client because it makes the lift lower (we use Google Apps)
Easy customization because we have unique elements that need to be tracked.

Cons

Reporting - can't stress enough how even with new advanced reporting the functionality just isn't there.
Links - when exporting out, links don't stay. This effectively negates a lot of their value.
Tasks just don't work well for our organization.

Desired Outcomes using Insightly

Improved efficiency
Centralized contact management

The main outcome we hope to achieve is to organize and categorize our data effectively and efficiently. As a business we needed to capture what we were doing to be able to make decisions and understand past behavior, as well as increase communication and transparency among the team. We have mostly achieved these outcomes, but the main reasons for not fully achieving them are cultural, not anything to do with Insightly as a tool.

Other Software Used

Google Analytics, Google Drive, Google Hangouts

Likelihood to Recommend

It is better suited for smaller organizations that need to build something fast. It is less appropriate for intricate and complex organizations as it doesn't scale extraordinarily well. It is best suited for people who don't like CRM systems very much but understand that they need to be used in businesses today to succeed.

Insightly Feature Ratings

Using Insightly

Users and Roles

13 - They are across the entire team - all business functions.

Support Headcount Required

1 - Effective communication skills and technical ability to trouble shoot problems in a creative manner. The most important skills are less on the technical side and more on the personal side.

Business Processes Supported

Identifying new business opportunities.
When someone wants to approach an organization, and doesn't know them but someone else on our team does.
When someone on our team leaves and we need to retain contact information.

Innovative Uses

There haven't been any unexpected or innovative ways. We use the tool as prescribed and fairly basically.

Future Planned Uses

If reporting tools are built out, there are a number of internal processes that can be streamlined and replaced with effective reports.

Likelihood to Renew

The product is cost-effective and easy to use. We need a CRM and individuals know the product well at this point. There is no need to go with an alternative.

Evaluating Insightly and Competitors

Products Replaced

Key Differentiators

Price
Product Features
Product Usability

Product features are the most important factor - if the core features weren't there then nothing else would matter.

Evaluation Lessons Learned

I wouldn't change our evaluation and selection process.

Insightly Implementation

Implementation Rating

Getting management on board from the beginning is key.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal - Team input and feedback is key.

Implementation Issues

Time management - getting everyone on board when they have other job duties.
Culture change - making sure everyone buys into actually using a CRM system.
Proper data uploading.

Return on Investment

Increased internal transparency.
Better analysis of leads.
More efficient meetings.

Insightly Support

Support Rating

We haven't had to use support yet so it seems good. However, the main "support" we've used is via videos that are made available so those passive tools have worked well from a support standpoint.

Insightly Customer Support Pros and Cons

Pros	Cons
None	None

Bug Resolution

Using Insightly

Usability

The tool is simple to learn and easy to use. With little technical knowledge, mostly just an ability to be curious and work problems out, the system can be learned and supported by all staff and support members.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None