Item: Vtiger
Rating: 7
Author: Geoff Yeagley

Overall Satisfaction with Vtiger

Use Cases and Deployment Scope

We are using several facets of vTiger in several different areas of the company. In the beginning and through to this day, we use vTiger as our primary CRM system for managing all of our sales related activities for both our clients and prospective clients. Recently, since we are a professional services organization, we have started to use the ticketing system to create workflows between the sales and audit department to ensure projects are created and assigned appropriately. In addition, we use the projects section to manage the client projects from beginning through to the end, with constant notifications from the auditors to the sales team.

Pros and Cons

Pros

Automatic Updates - Notifications when updates are made to projects helps all parties stay on task and understand where each project stands in terms of completion.
Flexibility and Customization - We have been successful in customizing the different fields in vTiger to match our specific needs, whether in the sales section, tickets section, and projects section.
Reporting - The ability to create customized reports is great and very useful to management to understand areas that may need attention.
Support - If you have a question, the vTiger support team is outstanding in terms of responses and ensuring that your issues is resolved. In addition, they are frequently releasing updates and upgrades to the product.

Cons

Confusing - Finding where to put information can be confusing at times and can lead to frustration.
Reporting - While the ability to create a ton of reports is nice, navigating the reporting tool is a bit overwhelming, especially in the beginning.
CRM Notifications - I am a bit old school in that I want to be able to schedule a time to follow up with someone in our CRM system at a specific data and time and receive a pop-up notification when that time comes. With vTiger, I have not found a way to do this and when I ask to be notified, I get notified instantly, not at the time I want to follow up.

Return on Investment

Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.

Alternatives Considered

The selection of vTiger was done by my management team to be able to see invoicing status in Quickbooks. Unfortunately, this feature has never worked but I think this might be a problem on our end, not a vTiger issue. We looked at Salesforce, HubSpot CRM, and ACT before making the switch to vTiger.

Other Software Used

HubSpot, Citrix ShareFile

Likelihood to Recommend

vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.

Vtiger Feature Ratings

Comments

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vTiger - Everything to Everyone or Just Something to Someone?