Comprehensive SaaS CRM
Updated July 30, 2024

Comprehensive SaaS CRM

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho CRM

We are using Zoho from Sales to Project Management but mainly capitalising on the sales pipeline.

Pros

  • Zoho offers many standard collaboration options that would often be offered only by 3rd party plugins etc.
  • Sales communication is robust and with a low learning curve.
  • Report on sales is very comprehensive yet simple.

Cons

  • Most of the standard CRM tools are comprehensive but one continually considers buying additional apps within the Zoho offers.
  • Under Zoho One the various apps are great but still not seamless enough between apps.
  • The eCommerce app for one is very stagnant and not seamless enough with the CRM, especially on product variants.
  • The learning curve is slow so downtime to learn new platform was a minimal i.e. low-cost implication.
  • The CRM offers many options that boost sales. We saw a definite increase in sales from month 1.
  • Zoho CRM has great collision detection and this boosts sales and the sales team sees less duplication of opportunities.
Zoho offers a very comprehensive suite but Bitrix24 trumps the ROI on teams exceeding 10users. Bitrix24 also offers many more tools not found under Zoho CRM, albeit Zoho offers a similar array of tools but additional to the CRM.

Recently Odoo has been our goto on CRM and Sales.

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

Yes

Are you happy with Zoho CRM's feature set?

Yes

Did Zoho CRM live up to sales and marketing promises?

No

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

Yes

Zoho seems great for medium size business but not for teams greater than 50 users. However, this greatly depends on the particular business model.

Zoho CRM Feature Ratings

5.6
Customer data management / contact management
7
Workflow management
5
Territory management
3
Opportunity management
6
Integration with email client (e.g., Outlook or Gmail)
6
Quote & order management
6
Interaction tracking
6
Channel / partner relationship management
6
6.3
Case management
5
Call center management
7
Help desk management
7
4.0
Lead management
5
Email marketing
3
5.0
Task management
5
Billing and invoicing management
5
Reporting
5
6.3
Forecasting
6
Pipeline visualization
7
Customizable reports
6
4.8
Custom fields
3
Custom objects
3
Scripting environment
6
API for custom integration
7
7.5
Role-based user permissions
7
Single sign-on capability
8
7.5
Social data
7
Social engagement
8
5.0
Marketing automation
7
Compensation management
3
8.0
Mobile access
8

Using Zoho CRM

6 - Mainly the sales team and team leader.
1 - Zoho paid support can assist the average user but having at least one advanced user in-house is crucial to setup the correct workflows.
  • Website catalog
  • Sales Pipeline
  • Inventory Management
  • We have not found unexpected use for Zoho
  • When the Ecommerce finally syncs variants on product with the CRM products we can look at using Zoho Ecommerce.

Evaluating Zoho CRM and Competitors

Yes - We moved from Filemaker to Zoho.
  • Cloud Solutions
  • Scalability
  • Ease of Use
The trial period works well enough so I would always start on a trial.

Zoho CRM Implementation

Zoho should work on seamless E-commerce integration with products on CRM and Quotes.
  • Implemented in-house
Change management was minimal
  • Ecommerce variants on products

Zoho CRM Training

Configuring Zoho CRM

too extensive
No real recommendations, it's a much bigger question than just the configuration.
Some - we have done small customizations to the interface - It was fairly easy to customize but better integration with Creator would be appreciated.
No - we have not done any custom code
Any additional configuration worth mentioning

Zoho CRM Support

The support lacks the ability to look at the "bigger picture".
ProsCons
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Escalation required
Need to explain problems multiple times
Yes we purchased support in order to have support within 8hrs or less.
Yes - No it's been a struggle to report
No I would not say we ever got exceptional support.

Using Zoho CRM

The usability is not bad but not as seamless between apps as we would like.
ProsCons
Easy to use
Consistent
Convenient
Feel confident using
Requires technical support
Not well integrated
Slow to learn
  • Setting up the basic CRM was very simple.
  • Integrating the CRM and Inventory and Ecommerce on products has not been a joy.
Yes

Zoho CRM Reliability

The need to have multiple accounts for multiple branches is not great.

Integrating Zoho CRM

  • Gmail
  • Gsuite
  • None
  • File import/export
  • AppExchange or similar marketplace
No real advice

Relationship with Zoho

Upgrading Zoho CRM

Yes - Yes we started on CRM and Sales but then moved to Zoho One
  • Zoho One multiple Apps vs Zoho single apps, is a great cost saver.
  • Ecommerce product variants on CRM
Yes - We are looking at moving to Odoo and keeping Zoho mail only
Yes - We stared on Free then upgraded.

Comments

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