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Zoho CRM is the app that you really want to have in your pocket
September 22, 2021

Zoho CRM is the app that you really want to have in your pocket

Gerardo Varillas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

At iDric, we use Zoho CRM in the commercial, marketing, accountability, and operations departments. It is very useful to connect the different areas with the specific information that each one requires, for example, a sales representative records all her notes, tasks, meetings, phone calls, and more during the sales stage, then, the accountability area records all the license, product, warranty, and tax information. If the customer contacts [the] operations team for some support attention, the operations team can check all the customer's info in Zoho CRM, like license expiration, support policy, and product details. All this without need [to] send different emails or requests to other areas.
  • Follow-ups about each opportunity.
  • Tasks documentation, like phone calls or meetings.
  • Integration with email account to have in the same Zoho CRM all the emails between commercial area and the end customer.
  • Reminders across push notifications using the mobile app.
  • The soft phone integration, like 3CX.
  • ZIA voice feature in Spanish, please.
  • Auto-detect duplicated contacts.
  • We now have a real pipeline, and it allows us to know better the tasks that we need to execute first.
  • We can share customer's information with other areas without need of asking for it.
  • We have an exact sight about the tasks that we need to execute today.
  • We make sure that we won't lose some follow-up with a customer.
I really love this Zoho CRM but I think the ZIA in Spanish is still missing there and it would be a special feature that we can share to our end customers to simplify the contact, without need of send[ing] an email, make a phone call or schedule a meeting. Please develop that feature.
That's easy. The different native integrations that Zoho CRM offers are really big and really works, like attachments from Google Drive or One Drive. We don't need to install any plugin to connect Zoho CRM to Outlook or Google calendars. There is no problem to reach the email fetching. We only need to provide the username and password and have all the conversations with the customer, no matter who sent or received the emails, and that allow us to know all the follow-up of all the opportunities, meetings, tasks or phone calls without need of asking [the] other person, as simple as that.

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?

I wasn't involved with the implementation phase

Would you buy Zoho CRM again?

Yes

Well suited: An end customer call asking for technical support regarding some product that he purchased, then, the first thing the support technician does is check in Zoho CRM if the end customer is really our customer and if he has a valid support policy without need [to] ask that to the commercial area.

Less appropriate: We have our own level 1 and level 2 help desk to support the end customers regarding the products that they purchase, but some customers would like to have the option of contact across voice chatbot, like ZIA. The thing is that we are in Mexico and most of our customers speak Spanish. It would really [be] great to have ZIA in Spanish.

Zoho CRM Feature Ratings

9.7
Customer data management / contact management
9
Workflow management
10
Territory management
10
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
10
Quote & order management
10
Interaction tracking
9
Channel / partner relationship management
9
10.0
Case management
10
Call center management
10
Help desk management
10
10.0
Lead management
10
Email marketing
10
9.7
Task management
10
Billing and invoicing management
9
Reporting
10
10.0
Forecasting
10
Pipeline visualization
10
Customizable reports
10
10.0
Custom fields
10
Custom objects
10
Scripting environment
10
API for custom integration
10
10.0
Role-based user permissions
10
Single sign-on capability
10
9.0
Social data
9
Social engagement
9
9.0
Marketing automation
9
Compensation management
9
10.0
Mobile access
10

Zoho CRM Support

I remember some day that we all can't enter to the console, then, the responsible of this service in the company called to Zoho CRM support and the issue was solved within few minutes, it really don't get to convert in a problem for us, only a little operation impact but we understand that this things happen sometimes.