Insightly.
September 23, 2024

Insightly.

Erwin Chua | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Insightly

We use the INS CRM tool to monitor the department's projects and pipelines and track their progress. We ensure that we use the INS CRM tool on every aspect of the technical, bookkeeping, admin, and tax teams. We keep track of the end users or customers who submit all their financial data to ensure they are correctly documented, stored, and kept safe. We use the tool to ensure no projects get left behind or fall into the cracks and develop new processes for proper streamlining. This tool is beneficial for centralizing all the firm's targets and KPIs. My only comment on the user interface is it is pretty basic and straightforward; it could use a different color palette.

Pros

  • Project Tracking.
  • KPI Monitoring.
  • Process Streamlining.

Cons

  • Automation
  • Integration
  • User Interface Friendly.
  • Increase in Sales.
  • Increase in Lead Generation.
  • Increase in workflow automation and streamlining.
This is a beneficial tool for reference for end-to-end users, clients, and partner vendors who can utilize it when working with multiple parties. Having a centralized CRM Tool where you can access and assess the projects really helps handle projects, tasks, workloads, etc. This can be improved further if proper time and effort are provided to end users and customers.
Centralizing all customer data makes it easier for end users to manage, utilize, and effectively use those data to address opportunities and generate leads for end users and customers. This is a significant indicator or KPI tracker that can help view the firm's objectives in a simplified manner.
Insightly can be easily navigated and is straightforward. Based on my experience, it is more intuitive, and the menu buttons are self-explanatory, unlike the Salesforce I have experienced. There are just a lot of buttons to click from, or sometimes, it could be a drop-down box that you need to click in order to get the list of options. Insightly already lists this down in a pop-up box, and you just have to select it.

Do you think Insightly delivers good value for the price?

Not sure

Are you happy with Insightly's feature set?

Yes

Did Insightly live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Insightly go as expected?

Yes

Would you buy Insightly again?

Yes

Suitable for centralized project tracking, KPI monitoring, and process improvement. It makes the streamlining of the project more seamless and practical. Some tasks can be broken down for proper monitoring and closure for updates. It could be used as a central database of all the pertinent info or details from end users, customers, and minute details of the projects. It can be helpful to track all the progress that the team and the individual make. We can generate reports from it directly, be more agile, and get the needed KPIs.

Insightly Feature Ratings

9.7
Workflow management
10
Territory management
8
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
10
Quote & order management
10
Interaction tracking
10
Customer Service & Support ()
Not Rated
10.0
Lead management
10
Email marketing
10
10.0
Task management
10
Reporting
10
10.0
Pipeline visualization
10
Customizable reports
10
10.0
Custom fields
10
Custom objects
10
API for custom integration
10
9.0
Role-based user permissions
8
Single sign-on capability
10
Social CRM ()
Not Rated
8.0
Marketing automation
8
Platform ()
Not Rated

Using Insightly

50 - Sales: we track the sales per closed deal with each customer. Lead generation as we pick up potential clients through email leads and generation. It keeps us on track for goal setting and sales tracking for the fiscal year. Customer management as we document everything from personal details to tracking of projects and services.
Everyone should receive general training on proper customer management, as this is required to undergo proper training during onboarding. People should have at least a general understanding of how a CRM solution should work. They must be agile to learn new knowledge since this would require at least a basic understanding of how technical the web-based tool should work.
  • Sales
  • Customer management.
  • Lead generation.
  • Project management.
  • Lead generation.
  • Automation.
  • Goal settings.
  • Better project management.
It is a good tool, but the interface is a bit crude. It needs more improvement, as it is just as basic as it gets. It takes some time to load the resources, as there are many duplicate records that need to be sorted or cleaned up. There is no backup option in the event of a disaster.

Evaluating Insightly and Competitors

Not Sure
  • Price
  • Product Features
  • Product Usability
Price-to-feature is the ratio of what you get for your money. Of course, it isn’t that cheap to manage licenses for more than 30 people. The features are improving as time goes on, so that’s good. As long as the product aims to be better and top of the game, I am all for it.
Maybe a timeframe for proper in-depth testing. Usually, we only have 30 days to test a solution; however, that’s not enough. Usually, it should be 30 days to 90 days, so I guess that's not Insightly's fault. I guess the support lacks initiative, especially for the issues on backup, in offering assistance.

Insightly Implementation

I didn’t get the chance to be included in the implementation phase as I have left the company, but I did get the chance to review, test, and provide feedback to the stakeholders. I would say it went smoothly, I suppose, as there were other testers apart from me from upper management and each department to provide thorough testing, analysis, and implementation.
  • Implemented in-house
Yes - There was planning phase where internal stakeholders where frequently met and discussed. Then there was a consultation phase or I would say presales where we worked with our counterpart with Insightly peers. We then have the implementation or test feature phase where we request the features then they make it a point to deploy those from the live environment.
Change management was a major issue with the implementation - My take away on this is that change management isn’t necessarily business impacting based on the features as the services are not really highly reliant on the tool. It’s more of keeping track of everything in there. Apart from that, the business can still run and the client services won’t be much affected as there are manual ways to process their request even if there is outage from Insightly.
  • Not much.
  • Implementation was gradual.

Insightly Training

  • Online Training
  • In-Person Training
  • No Training
Well, we didn’t get the chance to do this in-person training but rather one-on-one online training with HR in-house. There were PowerPoints to discuss as well as video instructions on how to use the app, so it was okay. We were able to play around with it during the training or onboarding session.
In-house, created by the HR team, held the training. It was straightforward, as if you have prior experience with any CRM tool; everything else is essential. I didn’t encounter any challenges, as the menu and features are self-explanatory. It’s a matter of trying to explore and get the experience hands-on.
Yes I would recommend to explore this on your own as long as you don’t break anything. you can definitely play around to experience or simulate the creation of records. That’s one way to learn and get hands on experience. if you had previous crm experience this should be easy peasy for you.

Configuring Insightly

As previously mentioned, configuring INS is straight forward wasn’t much of a fuss since I was one of the INS administrators so I had elevated access. We were able to test and play with the environment on what we think or deemed that is applicable for the service and the company.
The best practice is to know what you will be doing. Get the approval first before you mess around. Document everything before you change anything so that if anything goes wrong, you can put it back the way it was. Always be honest if you messed up something, and let the stakeholders know about the situation so they know.
No - we have not done any customization to the interface
No - we have not done any custom code
No, we didn’t put any codes in it as we don’t want to mess anything up. Any business decision to add features to Insightly is being forwarded to the Ins partner so they can deploy those code changes for us, and we can test them afterward. We only had programmers to check the code.

Insightly Support

Ive had a hard time getting support especially to the task that was assigned to me. I was tasked to ensure a back up of INS data would be rigid but that wasn’t the case. Support only referred me to faqs and was suggested to use API and backup 3rd party.
ProsCons
Kept well informed
Immediate help available
Support cares about my success
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
I am not sure but the accounting department told us they have had purchased a prem support. However, it didn’t feel like premium. I’ve encountered premium support, and that’s the best of the best. They have dedicated support and join in a call 24x7 any related issues. They make sure that someone will answer your queries without having to wait.
Well, there was a time I had to go back and forth with your support. I forgot the name of the support lead/sales because we were in the middle of the transition of the said project to improve Insightly. Even though it was out of his scope, he went above and beyond to have a look and point me to the right resource to work with.

Using Insightly

ProsCons
Like to use
Technical support not required
Convenient
Feel confident using
Familiar
Unnecessarily complex
  • Customer management.
  • User administration.
  • Case management.
  • Backup
  • Duplicate data.
  • Requires manual effort for lead transfer.

Insightly Reliability

I think it's pretty solid. We didn’t encounter any outages or downtime for this in more or less 12 months. We rarely get any issues or latencies on the app, so that's good. We haven’t been able to discover the scaling of the app, given that we were just a Small enterprise business.
The provider is 100% available, with no downtime, maintenance, or unexpected outages. We have been able to perform solid continuous services for 12 months without any interruptions. We have backups as well, unlike the in-house backup that they keep on their end. I believe they have a very good redundancy and backup infrastructure in case they get any outages.
Well, I couldn’t say much at this point; we were trying to integrate INS for a 3rd party backup vendor using API, and it was a pain in the butt to do so, as not all items can be backed up. Only select details or information can be backed up as per INS, and that would require custom API with the help of programmers.

Integrating Insightly

  • Zapier
  • Quickbooks
  • Gmail
Basic, very basic.
  • Not really.
No information is not with the company anymore.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
Always try to explore your options, as technology is moving very fast nowadays. Almost everything can be integrated by just using API KEY. As long as it goes through proper testing before implementation, everything should work fine. Check with your developers if there are any possible issues that may arise, as they may have valuable input.

Relationship with Insightly, Inc.

They are cool, polite, and professional. They make sure that they understand your needs and suggest what they think would be suitable and befitting to your business needs. Insightly can be a really helpful tool in getting your business performing and overcoming your competitors. They are helpful and willing to answer any questions.
I'd give them a 10. I personally experienced the after-sales support. They make sure to follow up and provide triple AAA after-sales support. They always reach out to make sure your needs are addressed and provide professional help when needed. I’d say they always go above and beyond in providing support.
I wasn’t the one to negotiate in the first place. We are just part of the testing team and provided feedback that the management would analyze and negotiate regarding the price of the services vs. the features being utilized. As far as I am concerned, they got a good deal in terms of licenses.
I don’t have the exact answers for this, but our accounting or finance department negotiates this. They always handle this kind of stuff and negotiate yearly licenses. Usually, they purchase 10 licenses in bulk and ask for a discount in bulk. Other than that, if there are any issues encountered on the app, they account for that. If it’s broken, that’s also taken into consideration when renewing the contract.
Identify your needs and let them know what you need. If you have many users, negotiate for better pricing. If the expectations weren’t met, account for that and point it out during renewal. This would give you the advantage of negotiating a better pricing deal. If there are features that impact service that didn’t work, include that.

Upgrading Insightly

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