IRIS CRM - A great comprehensive solution for sales tracking and reporting
May 15, 2020

IRIS CRM - A great comprehensive solution for sales tracking and reporting

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with IRIS CRM

IRIS CRM is primarily used in my organization to track sales data for medical device products. In my team, it allows us to compute accurate customer complaint rates through extraction of accurate opportunities data. It is used across several functions, including quality assurance, operations, engineering, and R&D. We use it in my operating company as well as several others within the global surgery domain.

Pros

  • Grouping is done very effectively. For a company with a wide product portfolio, it is greatly beneficial to customize product families.
  • Streamlines the life cycle of merchant services very well. E-signatures, workflows, and help tickets are well integrated to maximize efficiency.
  • Processing stats and reporting tools are intuitive, useful, and aesthetically pleasing. The software allows you to quickly generate sales reports for specific product families and time periods.

Cons

  • Some minor design issues in the record communication interface. For example, replying to an existing email thread within the record set does not capture the entire communication or signatures.
  • Workflow customization is not easy for all users and can require some coding skills on the back end.
  • Linking forms from external websites is one feature that isn't very intuitive. Some leads are better inputted manually.
  • The cost is a bit higher than other options (~$1300/mo), which can be seen as a negative in an absolute sense.
  • The improvement in workflow management has been significant, and has saved at least 50 man-hours per week across our organization.
  • Accurate rolling sales data reporting has been critical in defining quality metrics. This benefit is more indirect, but it has allowed us to better respond to changes in customer complaint trending.
The cost is a little higher than other CRM software options, so IRIS CRM is better suited for larger organizations. It is great when multiple departments and functions are accessing sales data, as the software is fairly comprehensive in retention of sales related data. It is also great for generation of processing stats and simple reports. Calculation of rolling opportunities data is made easy. It is less appropriate for smaller sized companies with many novice users looking for high levels of customization. The software is highly capable, but the company isn't as well established as some others so some custom features can take time to implement.

IRIS CRM Feature Ratings

9.1
Customer data management / contact management
10
Workflow management
10
Territory management
9
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
9
Quote & order management
9
Interaction tracking
8
Channel / partner relationship management
9
9.0
Case management
9
Call center management
Not Rated
Help desk management
9
8.0
Lead management
8
Email marketing
Not Rated
9.7
Task management
9
Billing and invoicing management
10
Reporting
10
9.3
Forecasting
10
Pipeline visualization
10
Customizable reports
8
8.5
Custom fields
8
Custom objects
8
Scripting environment
9
API for custom integration
9
9.5
Role-based user permissions
9
Single sign-on capability
10
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
9.0
Mobile access
9

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