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Very good mid-market CRM system
February 15, 2020

Very good mid-market CRM system

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

Overall Satisfaction with Oncontact

The sales and customer service departments use Oncontact. The sales group uses the contact management module, marketing campaigns, and integration with the ERP software. The customer service department uses it to keep track of incoming and outgoing calls from customers and end-users. The integration with other software packages allows the group to use it as a single source for all of their data, and they do not need to maintain two customer masters.
  • All information available in one place
  • Customization
  • Customization could be easier. Just about anything is possible, but the learning curve is steep.
  • More focus on mass loading
  • Centralization of data presentation was a big positive.
  • Oncontact helped us standardize some of marketing functions.
  • Oncontact provided many, but not all of the features of Salesforce.com. However, the complexity and cost involved in Salesforce.com was an overriding factor for us to use Oncontact. Not just the initial and licensing fee, but it seemed that just about everything we wanted to do involved consultants or more work or licensing. Oncontact was easier to implement out of the box, even when we did need to make customizations.
  • We looked at Microsoft 365 Business, and while it was comparable in price for the initial cost, the integration with our other software systems was not built-in, so we did not pursue it very much.
Oncontact is an excellent software/service, and it covers a tremendous breadth of usage scenarios. The customization means that customers can adapt it as they see fit. About the only place where I don't see it as a great fit is in minimal implementations. A lot is going on, and using it for small tasks isn't the best use of the software.

Oncontact Feature Ratings

8.4
Customer data management / contact management
9
Workflow management
8
Territory management
9
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
7
Quote & order management
7
Interaction tracking
8
Channel / partner relationship management
9
9.0
Case management
10
Call center management
8
8.5
Lead management
8
Email marketing
9
9.0
Task management
9
Reporting
9
8.7
Forecasting
9
Pipeline visualization
8
Customizable reports
9
7.5
Custom fields
8
Custom objects
8
Scripting environment
7
API for custom integration
7
10.0
Role-based user permissions
10
Single sign-on capability
10
7.0
Social data
7
Social engagement
7
7.0
Marketing automation
7
8.0
Mobile access
8

Using Oncontact

35 - The majority of our users are in sales and customer service and Marketing. However, we planned on having our quality and engineering staff use Oncontact as well since they do have some contact with customers. Finally, our accounts receivable and collections people used it reasonably extensively to track contact with companies.
1 - We had one person that supported most of Oncontact. This role was split between supporting other software packages as well. Once the software was implemented and up and running, there was not as much maintenance required. At times we did look to outside consultants to help with larger projects or to implement something completely new to our process. Depending on how it is used, more support may be necessary.
  • Marketing Campaigns
  • List Tracking
  • AR Collection System including workflow and followup
  • Almost eliminating the need for CS agents to look into the ERP for statuses
  • Deeper integration with the web site
  • More efficient use of campaign tracking
The company has been using Oncontact for some time now. Many of the business processes require the use of a CRM software package. It helps solve some pretty serious problems, and overall the cost is very justified. Also, the developer is very good at keeping it up to date and introducing new functionality.