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Great features, limited reporting, & customization
April 19, 2022

Great features, limited reporting, & customization

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

Zoho CRM makes it easy to automate processes and track customer information. We struggled because we have two lines of business and required customization. The reporting feature is a little limited in terms of calculations (can only aggregate one field, can't do formulas between different pieces of data such as calculating closing ratios) and filtering capabilities. Integrates well with phone system, mail blast systems, and other software.
  • Task management
  • Phone integration
  • Reporting missing calculation ability (ex calculate percentage between 2 data points).
  • Inviting new users frequently doesn't work (they never receive email).
  • Increased automation of repetitive tasks.
  • Streamlined lead and contact management.
For me, it's very intuitive but a lot of my colleagues struggle with it.
For a mid-size business like ours without any internal IT, the customization we needed was way beyond our capabilities to configure on our own. For someone who does this kind of configuration and integration regularly, it may be very well suited. I don't have the expertise to really know. In our case, it's way more complex than what we could even understand.

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

Avaya Cloud Office, Microsoft 365 (formerly Office 365), QuickBooks Desktop Enterprise
If you have a simple business processes Zoho CRM will be great for you. If you have multiple lines of business with different pipelines, you will need professional support for customization. For financial services, it may not be the best choice as we haven't had great success tracking client assets with it.

Zoho CRM Feature Ratings

7.8
Customer data management / contact management
10
Workflow management
8
Territory management
Not Rated
Opportunity management
4
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
8
Channel / partner relationship management
Not Rated
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
8.0
Lead management
9
Email marketing
7
7.5
Task management
10
Billing and invoicing management
Not Rated
Reporting
5
6.7
Forecasting
7
Pipeline visualization
8
Customizable reports
5
7.0
Custom fields
8
Custom objects
6
Scripting environment
Not Rated
API for custom integration
Not Rated
10.0
Role-based user permissions
10
Single sign-on capability
Not Rated
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated