Zoho may not be perfect, but it gets the job done
Updated September 24, 2021

Zoho may not be perfect, but it gets the job done

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with Zoho CRM

We have access to the entire Zoho Suite of products, but as of now, are only using [Zoho] CRM, vault, and chat functions. We've used it for years, and have recently begun to dial in the process to accurately track deals for financial forecasting. It's where all of our sales activity is tracked on a day to day basis.
  • Ease of use for adding tasks to keep reps on track and following up
  • Integration with Ring Central to call and track right through Zoho
  • Customization opportunities
  • The navigation is a little clunky
  • Customization can be a detriment since undoing previous iterations while maintaining the data can be challenging
  • You need a clear SOP on where to work out of (contacts, deals, accounts) since the notes don't necessarily transfer
  • Love it or leave it, a CRM is integral to sales operations. Zoho may not be the best, but it gets the job done.
  • When reps have consistently used it, sales and conversions have increased.
  • Great to have visibility across the organization and multiple tools without paying a fortune like some other CRMs
The customization has been frustrating to try to implement, but we're getting to a point that we've managed to wrangle it into submission. The challenge is, in order to get the maximum benefit from a CRM, everyone in the organization needs to use it consistently, and there have been so many changes in the way we use it, that we've sometimes struggled to get buy-in.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

Yes

Useful for: daily sales activity - making calls, adding tasks, sending and logging emails etc.
Frustrating for: pipeline forecasting

Zoho CRM Feature Ratings

Customer data management / contact management
9
Workflow management
5
Territory management
2
Opportunity management
4
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
6
Quote & order management
5
Interaction tracking
7
Channel / partner relationship management
5
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
7
Email marketing
Not Rated
Task management
7
Billing and invoicing management
Not Rated
Reporting
Not Rated
Forecasting
4
Pipeline visualization
4
Customizable reports
7
Custom fields
9
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated

Using Zoho CRM

13 - The whole team has access to it. People in leadership, sales, HR, account management and fulfillment. The power users are those of us in sales since we use a different project management software once deals are closed, but Zoho is where most of our historical data about clients lives, so team members are encouraged to check Zoho before coming to the sales rep with questions.
Our sales coordinator was responsible for making sure that the information in Zoho accurately reflected the sales pipeline, but he recently left and we haven't hired someone to take his place. We've definitely utilized the customer support options that Zoho provides, with mixed results. I know he spent a fair amount of time on with CS to try to figure things out.
  • Tracking prospects throughout the sales process
  • Collecting data on the sales pipeline for budgeting and reporting
  • Holding contact info for various stakeholders within client organizations
  • When I started, all the recommended qualification questions had their own fields in Zoho in order to keep inexperienced reps on track
  • Love the email integration so that you can see communications between prospects/clients and various members of our team
  • I'm not entirely sure
I've been using Zoho a whole lot less lately than I used to, likely because we've paused on sales efforts in order to give our fulfillment team an opportunity to get caught up. We also had a category called Pre-Zoho dispensary leads that our sales coordinator deleted, so we lost a ton of data and it makes me a little sick when I know there should be info in there, and it's gone.

Zoho CRM Support

I haven't personally had to utilize their support, but I colleagues of mine have had to spend many hours on the phone with them. There are some things the system simply can't do, but they are willing to try to help figure it out with you, which is comforting at least.