Item: Zoho CRM
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We currently are on the 'Zoho One' bundle, which includes more than 45 applications, of which one is Zoho CRM. Zoho CRM has become, over the 7 years we've been using it, the central point of our business connecting most of our departments looking after the customer from Marketing to Sales to operations & Customer Service.

We used Zoho CRM to act as a single view of all our customers, enabling all relevant departments (Marketing, Sales, Operations, Service, etc..) to [act] accordingly.

One of the biggest benefits which has considerably increased our productivity is the ability to automate/standardize repetitive steps, giving everyone more time to focus on the customer.

Pros and Cons

Increase productivity.
Streamline processes.
Automation throughout the business.
360 view of the customer.
Ability to customize layouts/rules/workflows based on customer or business type.

Onboarding.
Support.
Local presence.

Return on Investment

Increased automation of repetitive actions & tasks.
Single customer view across the whole business.
Better lead enquiry management from the top.

Usability

The UI has gone a long way to facilitate the user friendliness of the application from the time when we started 7 years ago. The issue has always been to find a balance between adding more & more data points but also making it easy for the user to access/process that point among all others when reading a record. With Canvas as a new design functionality that Zoho CRM has just released, designer/UI/UX specialists [will] take user-friendliness to another level.

Product Configurability

Considering that Zoho CRM comes at one of the lowest price points for any CRM product out there, I would believe that anything they offer is worth the value!

Specifically, when it comes to the configurability, I can only say that this is one of the key points that helped us make the decision to move with Zoho CRM & we've been very happy since [all of] the options [are] available.

Alternatives Considered

Freshworks CRM (formerly Freshsales), Salesforce Service Cloud and HubSpot CRM

At the time of our research phase, the price point was the main deciding factor, along with the extensive customisation opportunity provided by Zoho CRM.

Compared to all other products we looked into, the price point was the single most important differentiation point, along with the ability to have it customised based on our industry.

Key Insights

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?

Yes

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

Yes

Likelihood to Recommend

Really great product to customize to suit your industry, your business & your workflow as Zoho CRM provides functionalities such as module layouts, page layouts, workflow rules & many more to tie with your own business process.

The trick with onboarding a large company is to find a partner that will help, and that is not easy all the time.

Awesome product for the right price to take your business to new heights!

Software Version

Overall Satisfaction with Zoho CRM