Overall a good value for the money
Updated May 15, 2025

Overall a good value for the money

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

Overall Satisfaction with Redtail CRM

Contact info, notes, documents, calendar, account information. All in one convenient package. Link spouses and Childers for families. (Separate records) Employer info as a separate record as well. All linked together. And easy to see the relationships. They call it membership. There is case tracking as well. Multiple persons have access if given permissions.

Pros

  • Contact info
  • Contact membership links
  • Noted
  • Calendar

Cons

  • Email is unstable
  • Pipeline flow chart
  • Text recording
  • Easy follow up
  • Tracking of accounts
  • Note details
Was good and still is good. Seems like when a company acquires another they try to squeeze out more profit and forget what made them successful in the first place. Reducing staff and support seems inevitable, even though the number of users has increased significantly over the past 10 years.
Sales force is much more robust and programmable. Very involved and almost need a degree in computer science in order to get it functional. Companies like the ability to customize it to their requirements. Part of the problem however is that they are not users in the field and don’t understand what an advisor needs.

Do you think Redtail CRM delivers good value for the price?

Yes

Are you happy with Redtail CRM's feature set?

Yes

Did Redtail CRM live up to sales and marketing promises?

Yes

Did implementation of Redtail CRM go as expected?

Yes

Would you buy Redtail CRM again?

Yes

Since Orion took over, the delay in service response has increased. Suggestions seem to be ignored. Price increases at all levels. Some of the modifications are not advisor friendly. Seems like a back room programer decided to fix things that were working just fine. Obviously not an advisor or user.

Evaluating Redtail CRM and Competitors

Yes - An early CRM used was ACT. It started out quite well for what it was designed for but the lack of the amount of customization and access from multiple workstations was required. Tried the on line version when it was made available but the lag time made it impractical for use.
  • Cloud Solutions
  • Scalability
  • Ease of Use
Red Tail was somewhat intuitive in its use, implementation and application. The down time was minimal and learning curve was actually quite small. The only difficulty was getting staff to standardize the input response, in order to make it searchable when attempting a query. The ability to lock down the type of response helped.
The trial program that Red Tail has is the very best way to implement and test if it will work in your environment. This is what was originally used and the only change would be to have more people involved, because they can figure out a way to mess it up. Then how easy is it to detect the error and fix it.

Redtail CRM Support

Overall direct phone call support is poor, however they do respond to email relatively quickly, frequently, then available by telephone conversation. They will indeed spend as much time as necessary to solve the problem you are having and give advice. One does not feel rushed. Access could be better, however the end result is satisfactory.
ProsCons
Quick Resolution
Knowledgeable team
Problems left unsolved
Escalation required
Difficult to get immediate help
Premium support? What is "premium"; please explain what it entails, the access methods, accessibility, response time, limitations, etc. One thing that Red Tail does that is appreciated is their notifications of events and webinars and conference calls. The Red tail university has been accessed by me and members of my staff in the past. Great for a beginner.
Yes - No, it was not resolved timely. A number of follow ups was required. When finally able to communicate with a person directly, it was explained that the specific issue was indeed a problem that was known about and they were working on solving the problem. A time was not given when it would be fixed. That was about a year ago, so hopefully it is better now.
Yes indeed! after a couple of attempts to connect with a support person, they listened intently and provided a number of possible solutions. After trying a couple of them, one did work and a response was communicated to Red Tail support. They thanked me for working with them and the fix was implemented in the following product update.

Redtail CRM Reliability

The biggest problem seems to have been with the email module. connection issues, sync issues, compliance updates, etc. The concept is great however there seems to be issues in getting it to work consistently. When it works, it works well. It seems that the frequency of downtime had been greatly reduced however.
Generally speaking, Red Tail has been available whenever needed. there was a time period however where it was down and not available, giving 500 errors when trying to log in. They explained that it was due to upgrades they were making and it has virtually disappeared. Has now been available 99% of the time.
Overall general performance is quite satisfactory. Some of the automation factors that other products have available are slowly migrating to Red Tail. When these add ons are available and fully implemented, it greatly increases the power and usability of the CRM. Occasionally there are products that will not intergrade due to the nature of how they are set up.

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