Item: Zoho CRM
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Support all CRM activities from the sales process, lead contact, paying customers, and the ongoing service for current policyholders.

Pros and Cons

Omni channel using SMS, email, chat (Salesiq) and telephone (Twilio)
Automation framework : Managing workflow, blueprint, validation rules, etc.
The ease of customization: deluge language, look and feel, customized integrations with Zoho products, and marketplace

Missing good knowledge base and instant reply to user inquiries, good online academy like competitors have
Bad integration between Zoho products e.g Zoho CRM and Zoho Desk
Bad maintenance of marketplace products e.g ChargeBee not updated with new API 2.0 interface

Return on Investment

Good ROI

Support Rating

As said before, no instant support, no good knowledge base, no academy/make the learning curve to be too long.

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

Usability

Usually, very easy to respond to stakeholders/market new requirements. Love the ability to have more than one sandbox.

Contract Terms and Pricing Model

Not sure

Likelihood to Recommend

Support for sales cycle with many integrated products owned by Zoho. Great customization abilities. Modern look and feel. Missing good support for technical inquiries (no instant/online support).

Zoho CRM Ease of Customization

Software Version

Overall Satisfaction with Zoho CRM