Item: Zoho CRM
Rating: 8
Author: Shantanu Biswas

Use Cases and Deployment Scope

Brings together the basic segments to run any business efficiently. The synergy of the modules and the range in the modules are really incredible. In reality, I have rarely seen it being used across the whole organization. It is more often used by a specific department depending upon which modules have been set up for a specific installation. Recording sales lead info in one place is most often the top reason to use Zoho CRM. Contact forms would be next to that.

Pros and Cons

Synergy across modules.
Integration opportunities with a range of third party software.
Ease of use for end user for basic use-cases.
Cost effective software for SMBs.
Wide range of modules of Zoho Solutions.
Customization is possible but requires an expert user to ace it.

Sales support has to be more active/hungry.
Help docs to be more in depth considering the solutions are vast.
Work faster to resolve current bugs pointed out by clients.
Improve layouts of design elements like the newsletter templates.

Return on Investment

More transparency via reporting.
Order management and lead nurturing.
Contact management making it easier to follow up in future.

Usability

It is a powerful tool but it needs an advanced user to make the most of its customizable features. The UI is very functional and straightforward. It's both a pro and a con, as many users would like a facelift on the existing UI. A very wholistic CRM that can be applied with almost any industry, would need to help with specific industry, specific templates, or setup bundles to help make the best of it for industries like weddings, events, photography and so on.

Product Configurability

Indeed flexibility comes at the cost of complexity. That's a strength and also a trap. The distribution of the overall solution into individual modules is what makes it really powerful. The type and range of modules are really extensive and are useful for a lighter setup for a specific use case. Zoho One makes it really simple on the other hand for all easy users as it necessarily bundles all essential features into one and makes licensing easy.

Alternatives Considered

HubSpot CRM and Capsule CRM

Zoho is very flexible and more customizable when compared to these other options. While the depth of different modules and functionalities are pretty high and helps with specific requirements of the clients. That also empowers to get rid of features not needed in a IT solution. However, the sales support can be more prompt to handle client queries.

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

Other Software Used

HubSpot CRM, Capsule CRM, Google Sheets

Likelihood to Recommend

One software to manage the whole business with no worry of integration and updates. Industry specific cases where someone wants a very specific layout of workflow and does not know how to go about it. Industry specific CRMs help newbie users who do not know what workflow or processes they need in the first place. One example of Zoho CRM where it is very well suited for easy usage, are straight forward cases of workflow for CRM sales processes for a specific business. Zoho One really bundles it all very well and makes licensing easy for a single sole trader.

CRM with boundless flexibility - a powerful tool for detail oriented CRM solutions

Software Version

Overall Satisfaction with Zoho CRM