Item: Zoho CRM
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

My organization has been trialing the use of Zoho CRM as a possible replacement to an outdated custom-built monstrosity. It is not in use across the whole organization, just a section of the IT department that supports external users of certain services we offer. So far we have found that Zoho CRM is a richly featured, solid, and customizable CRM that looks like, with a bit of massaging to fit our unique domain, it will fill the gap nicely.

Pros and Cons

Live chat.
Document library.
MailChimp integration (sourced from Zoho Marketplace).
Versatility.
Rich feature set.

Can require a lot of customization.
Can be pricey if you have a lot of users.

Return on Investment

Improved the user experience for support users and customers.
More efficient integrations using API and Zoho-Marketplace-sourced solutions.
Allowing our organization to retire an old custom solution that eats up time and resources due to its need for maintenance.

Usability

Zoho CRM's user interface and user experience is quite straightforward and I personally found it quite easy to use from an end-user's point of view. All menu items and functions are quite easily accessible from the menu bar at the top of the page wherever you are. It would be good if you could customize the home dashboard more to suit your particular needs according to your domain, but overall it is well designed and quite pretty to look at.

Product Configurability

The complexity really depends on how much customization you will need to apply. I did find this product to do customization pretty well; there is some good documentation and the API makes things easier. Also, we found that there are quite a few solutions for integrations on the Zoho Marketplace. Just like anything, it can get complex the deeper you need to go, but I don't think it is insurmountable.

Alternatives Considered

Prior to trialing Zoho CRM, the team was using an antiquated custom-built monstrosity. Zoho CRM is superior to this in almost every single way, though that wouldn't be hard--the bar is not set that high when compared to the existing solution we have. I think Zoho CRM is a modern and well-thought-out solution that will surely improve any organization.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

Yes

Likelihood to Recommend

So far we have found Zoho CRM to do an excellent job at the nuts and bolts of customer relationship management and also surpasses expectations with certain features and integrations. You do need to be prepared to do quite a bit of customization, though, but I believe you would generally need to do this with any solution--especially if you have a special/unique kind of domain and integration requirements.

Zoho CRM is a modern, solid, customizable solution that will surely improve any organization

Software Version

Overall Satisfaction with Zoho CRM