Good customer support, easy to use, flexible customization
December 07, 2017
Good customer support, easy to use, flexible customization
Score 7 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with Insightly
We use Insightly to cultivate and maintain client relationships and to improve our communications with our clients as well as among our team members. We also use the project-management portion of Insightly to track and record progress on projects. Currently, Insightly is only used by our sales team. It allows team members to share information about clients, proposals, and projects in progress. It has also helped us to manage and service our prospective clients: A proposal can be handed off to three or four different people before it is ready to become a project, so Insightly helps us keep track of who is working on what.
- Intuitive interface. I'm pretty tech-savvy, so it didn't take me long to learn how to navigate the system and add new records. But even the members of our team who are less comfortable with technology have been able to figure it out pretty quickly.
- Great support. I've always had my questions answered, whether it was through the product guides in the Insightly Help Center, the YouTube tutorials, or a phone call with our Customer Support Specialist.
- Ability to add custom fields. No CRM can meet the needs of every industry out there, so I appreciate that we are able to tailor the program to fit our business.
- The ability to print a record in it's entirety! There is a print button, but it only prints part of the page. This is a huge roadblock for our team, many of whom prefer to print out the details of an Opportunity so that they can make their notes in the margins. Print functionality is a basic feature!
- In the Contact records, I wish there was a way to quickly differentiate active (In Progress) linked Projects / Opportunities from past (completed/converted) linked Projects/Opportunities. We have clients that we work with year after year -- soon, the linked projects in that client record start to pile up, and it takes time and effort to find the current project that we're working on.
- Would like to have the ability to make certain fields "required"! Some of the fields in our records are very important to fill in, because they trigger automated workflows or match criteria needed for that record to be included in a report.
- Centralized contact management
- Streamlined business processes
It's helped us a bit, but a CRM is only as good as its users. The fault doesn't necessarily lie with Insightly-- we have a different program that we must use for operations, so for many on our team, adding a CRM to the process just feels like additional work, rather than a tool for making things easier. On-boarding and implementation has been a little difficult, but things are improving greatly with more automation and improvements to the interface.
I didn't personally choose Insightly, but I do think it fits our business better than the other CRMs I've worked with in the past might. They were solid products, but they would not appropriate for the industry I'm in now.