The best self-serve, no coding required, out-of-the-box solution we could have asked for!
Updated April 20, 2022

The best self-serve, no coding required, out-of-the-box solution we could have asked for!

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

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

The first objective we had was to centralize all communication between our associates and our customers, this was easily achieved with Zoho Desk. Its features, which include the ability to create multiple departments, allowed us to route inquiries quickly to the appropriate department and maintain visibility for other members of the organization. The 2nd objective was to provide a platform for our corporate staff to be able to assign work orders to our field technicians across Canada and the USA and Zoho Cases was the perfect solution. From there we explored more features and rolled them out as required like Zoho Social, Analytics, and SalesIQ.

Pros

  • Case Management
  • Ticket Management
  • Analytics
  • Account Management

Cons

  • Integration between Zoho Desk and CRM is not very flexible, fields that appear in one do not appear in the other, which makes it difficult to reconcile the data; I would love for Desk to just be another tab within CRM.
  • Products Module on Zoho Desk is insufficient for a company with thousands of products like ours. I struggle to manage duplicates and other import bugs.
  • I'd like to be able to clone settings between departments in Zoho Desk
  • Maintain a low sales shrinkage, below 5%
  • Prevent margin erosion due to poor product quality
  • Prevent brand equity destruction by identifying customer pain points faster
It's nearly perfect but the products are not consistent in relation to each other. i.e Products module on CRM is not the same as the Products module on Desk.

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?

No

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

Yes

We're what is considered a vertically integrated company, which means we don't rely heavily on outside support; independence is built into our company culture. Having something we could manage ourselves without much help was key to the success of the implementation. Zoho CRM's ease of use allowed several departments within our company to leverage Zoho CRM in different ways. Retail Operations relies on it for Order Fulfillment, our Customer Care team relies on it for communication both live chat and email. Our Field Technicians use it to book appointments and provide feedback for our Quality department. The eCommerce team can follow up on bugs and issues brought up by the website users. The executive team utilizes Analytics to understand customer incidents that lead to a bad experience. Where it is less appropriate is with telephony (no integration with MS Teams) and the marketing products have a way to go before being able to fulfill our business requirements.

Zoho CRM Feature Ratings

10.0
Customer data management / contact management
10
Workflow management
10
Territory management
10
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Contract management
Not Rated
Quote & order management
10
Interaction tracking
10
Channel / partner relationship management
Not Rated
7.0
Case management
10
Call center management
1
Help desk management
10
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
10.0
Task management
10
Billing and invoicing management
10
Reporting
10
10.0
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
10
10.0
Custom fields
10
Custom objects
10
Scripting environment
Not Rated
API for custom integration
Not Rated
10.0
Role-based user permissions
10
Single sign-on capability
10
5.0
Social data
5
Social engagement
5
1.0
Marketing automation
1
Compensation management
Not Rated
10.0
Mobile access
10

Zoho CRM Support

Even if there is no solution, the response time is impressive and so is the follow-up.

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