Beautiful, easy-to-use CRM with brilliant email tracking; customer service lacking, though.
March 12, 2021

Beautiful, easy-to-use CRM with brilliant email tracking; customer service lacking, though.

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

Overall Satisfaction with Salesmate

Our company uses Salesmate to manage communication and marketing with borrowers. Unlike traditional product/service companies, as a financial institution, we can have up to 5 different parties liaising by email about a loan: the borrower, a broker, 2 sets of solicitors, and a surveyor. By seamlessly syncing our Office365 emails with Salesmate and linking email chains to each [inquiry], we are able to effectively track communication with all parties on a loan. Like any good CRM, Salesmate also has great task management, custom contact/[inquiry] fields, and easy contact search/filtering, which makes completing deals far more efficient.
  • Email Tracking
  • Ease of Use
  • Design
  • Text Marketing
  • Customer Service
  • Migration
  • Efficiency time saving on marketing.
  • Efficiency time saving on enquiry management.
None of these [provided] anywhere near the quality (and ease of use) of email tracking and syncing versus Salesmate. On top of this, Salesmate trumps all of the above on design, general ease of use, and database management.

Do you think Salesmate delivers good value for the price?

Yes

Are you happy with Salesmate's feature set?

Yes

Did Salesmate live up to sales and marketing promises?

Yes

Did implementation of Salesmate go as expected?

No

Would you buy Salesmate again?

Yes

The product is extremely well thought out. Most CRMs are too cluttered. They have an exhaustive feature set, which comes at a cost of not being able to do the basics well. From my perspective, Salesmate has focused on mastering the basics (database management, email tracking, task management, etc.), and only then has implemented more technical features on top. The design is also simple, but beautiful, which makes the product a joy to use.
This is where Salesmate, in my opinion, is most lacking. With other CRMs, I have been able to chat directly to the tech team, but with Salesmate it appears you have to go through customer service first, which honestly doesn't cut it. In fairness, Salesmate's online guides are very helpful and are usually sufficient to help you get the simple things done. However, as soon as you have a question of any complexity, getting customer service to understand the issue and help out has been like pulling teeth. I have experienced this half a dozen times.

One example of this was when trying to migrate from our previous CRM. I had an issue migrating custom fields and notes from our old CRM. Only by the third support agent was I advised that what I was trying to do was not possible. Even then, the solution provided was initially incorrect, and even when I found the solution, it effectively meant me having to import our database 10 times (as each import could only take 1 note at a time). In the end, I had to manually import our database around 30 times before getting it right, costing our company many hours of lost time. We have now saved far more time than this using Salesmate, but that was one frustrating day!

Overall I would advise using Salesmate only if you have a fairly simple CRM use case, or you are technologically capable to ride through the issues when trying to do something complex.
From experience, I would say Salesmate is perfect for a small business (no matter how complex the set-up needed), or a medium-sized firm with a cookie-cutter product/client offering. It is fantastic as an off-the-shelf, get-what-you-see product. However, as soon as you start trying to [customize] Salesmate to your liking, it starts to show cracks. We ran into a number of issues in this regard and found that the following were either not possible, or painstaking to implement: migrating custom fields, migrating notes, installing many-to-one custom fields, creating more than one product type, creating pipelines for more than one product type. Customer service at any of these junctures [was] lacking; the service provider typically did not understand what was being asked at first, and when they did finally understand, I was just pointed to submit a public forum request rather than given any meaningful help.

Salesmate Feature Ratings

Customer data management / contact management
10
Workflow management
5
Territory management
Not Rated
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Lead management
8
Email marketing
7
Task management
7
Reporting
7
Forecasting
7
Pipeline visualization
9
Customizable reports
5
Custom fields
8
Custom objects
4
Scripting environment
Not Rated
API for custom integration
Not Rated
Role-based user permissions
7
Single sign-on capability
Not Rated
Marketing automation
Not Rated
Mobile access
8