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Big CRM system for us small guys
Updated June 19, 2017

Big CRM system for us small guys

Chris Newman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Basic

Modules Used

  • Insightly iOS / Android Mobile App

Overall Satisfaction with Insightly

We have a broad selection of stakeholders in our sales process. This might mean contacts from an end-user, integrator, partner vendor, architect and consultant all being involved in the process of taking a proposal through for lead to delivery. Managing roles was one of the challenges we looked at when deciding upon a CRM system.
  • The identification of roles within a process or organisation is excellent. Being able to tag correspondence to a particular job is also a real benefit. We have customers working on multiple projects and therefore being able to say that this email or file relates to project a, and this one to project b etc., is a very good way of organising the process.
  • We have a couple of tech guys who send the occasional customer facing email, not enough to warrant them having full access to the system. We simply get them to BCC to the insightly mailbox and can see their correspondence on the homepage ready to be 'filed' away.
  • We use opportunities a lot and this is excellent but not much different from other packages. Projects is a bonus as it is used for new product development as well as jobs that have moved from opportunities to orders. Something that previous CRM systems have not offered.
  • Integration with MailChimp is something that we have now started using and it is excellent. Really excellent. It has taken our marketing to a new level.
  • Outlook for Mac OS integration (selfish I know, and there are lots of other integration methods that are very good).
  • Customer support tickets. Some form of support system is quite key to the customer process and I am surprised there is not either a really tight link to an app or a module available for Insightly. I have seen this requested by other users on the forums and the answer has been that it is on the roadmap but this has been well over a year now. I think it's something that should be a priority.
  • The IOS app wasn't for me. I found it quicker to open my MacBook and get online than I did to try and use the app. Personal opinion and I am sure there are others that love it. There is too much data to get a full customer position on a small scaled down app on a small scaled down screen I guess.
  • Centralized contact management
Our primary source of contact with our clients is email. Insightly is very good at capturing all correspondence from all employees and then allowing you to put them in the right place.
We had previously used Salesforce, which became an expensive and complicated beast for our use. We then moved to ACT! for a short period but despite the rebranding to Sage and offering of true back office integration it never made the leap and its lack of a cloud solution at the time was a problem. We therefore look at solutions that would integrate with our accounts package (Xero).

All in all I would recommend Insightly to small to medium sized businesses. We are so often overlooked in our requirements when we want to offer the same level of service as the big guys who can spend [money] on Salesforce a month.

If your business is heavily reliant on customer service ticket support then you may need to review.

Insightly Feature Ratings

7.8
Customer data management / contact management
9
Workflow management
7
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
5
Interaction tracking
9
Customer Service & Support ()
Not Rated
8.0
Lead management
7
Email marketing
9
7.5
Task management
8
Billing and invoicing management
Not Rated
Reporting
7
7.0
Forecasting
7
Pipeline visualization
Not Rated
Customizable reports
Not Rated
7.0
Custom fields
7
API for custom integration
Not Rated
6.0
Single sign-on capability
6
6.0
Social engagement
6
Integrations with 3rd-party Software ()
Not Rated
4.0
Mobile access
4

Integrating Insightly

We use Xero for our accounts package and this keeps addresses between our CRM and accounts system in sync. It also allows users of the Insightly system to see the worth of the customer as they are dealing with them in terms of turnover, outstanding invoices etc. Integration between Xero and Insightly allows the creation of invoices, we find this less useful as it is unlikely we would go straight from enquiry to invoice. It would be nice to create a quote from Insightly to Xero.

For MailChimp we simply ensure that contacts are managed on the correct lists. The integration is not much more than push from Insightly to MailChimp. This could be improved in the event of a bounce from MailChimp creating a flag in Insightly.