Item: Nutshell CRM
Rating: 10
Author: Jennifer Callaghan

Use Cases and Deployment Scope

Nutshell CRM is used in two of our divisions that perform outbound marketing and sales calls. We use Nutshell to store contact information for our current customers, inactive accounts, partners, and prospective customers. We log activities, run reports, communicate internally, and use features of Nutshell to plan outside sales trips all over the U.S. Nutshell CRM is the heart of our main marketing/sales divisions and our customer service division will often reach out to us for insight on new customers or inactive accounts.

Pros and Cons

Customization - we are able to make Nutshell make the most sense for our company and processes
Scheduling - the ability to set tasks allows us to never forget a follow-up call or email
Tags - allow us to prioritize leads and segment our customers and potential customers
Communication - the ability to tag colleagues in notes for callbacks or updates to accounts is very helpful to keep everyone on the same page
Email History - being able to blind copy all our email communication to Nutshell, allows us to have email threads and notes all in one place

Special characters - although I know this is very difficult to resolve, we have always had an issue with being able to search or match up companies that have $, &, or @ in their name
Integration - we use a couple of different programs as often as Nutshell that doesn't currently integrate with the platform. The main one being our webcam video program BombBomb.com, not a deal-breaker but it would be nice to integrate to go along with our activities and emails
Mobile App - we do use the mobile app when we do outside sales trips and it works well for inputting notes with the talk-to-text feature. There are some features that are not available on the mobile app that would be nice though.

Return on Investment

Tracking - Nutshell allows us to track how many leads or coming for our prospecting or inactive account calling efforts, it has been great for showing results to our management team
Organization - Nutshell gives us the opportunity to easily access account or contact history and make connections with the customers we interact with

Alternatives Considered

We came from using Big Contacts, which was a simpler CRM program that we just simply outgrew. We entertained a few other CRM programs before deciding on Nutshell back in 2017. We did a demo with SalesForce and it was more advanced than what we needed. I honestly can't quite remember the other two CRM programs but they were very similar to Nutshell price-wise and feature-wise.

Other Software Used

DDI System Inform, BombBomb, Constant Contact, Canva, Zoho Social, Quizlet

Likelihood to Recommend

We refer our partners to Nutshell CRM often so they can store all of their client and potential client information in one place. It has been a great tool for us to grow our relationships with prospective customers. It is a great way to stay organized with working on a team where you will receive callbacks or work together to gain business.

Support Rating

Nutshell's support team has always been great and they tend to go above and beyond. They are polite, friendly, personable and great listeners. They are also great about sending follow up emails too.

Nutshell Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Nutshell CRM is our go-to platform to keep our team organized

Overall Satisfaction with Nutshell CRM