An ever expanding buffet of functionality is available to us at a ridiculously low price
November 07, 2022
An ever expanding buffet of functionality is available to us at a ridiculously low price
Score 10 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zoho CRM
We initially started out looking for our first corporate CRM package to begin replacing all of the many in-house tracking and reporting functions created within each siloed department using primarily Google apps and MS Office apps. After bringing up CRM we saw both effective and efficient possibilities by becoming a Zoho One customer and planned steady migration in that direction. As each department began taking advantage of CRM automations as key way to improve our processes it became a no-brainer to become and enterprise Zoho customer and start taking advantage of the inherent interoptability with other Zoho applications. We are a relatively small company (~50 employees) and currently use (to varying degree) over 20 Zoho apps in conjunction with CRM.
- Provide a shared single source of Customer information (classic CRM)
- Allow us to easily create automations relevant to each department's functionality
- CRM allowed us to bring up each department separately using in-house designed views with easily created logic functionality applied to fields within each view
- Build custom reports and dashboards starting with supplied off the shelf examples
- First level support suffers from cultural context issues-- instead of trying to understand the customer's issue(s), they seem more motivated to close a ticket with canned responses
- Documentation is not consistent and often does not match the current implementation of the software
- Producing attractive custom views with more aesthetics and visual cues requires the use of an additional (though included for free in Zoho One) software application
All of our Sales leads are fed into the CRM and also customer product ownership/setup etc. are tracked in the CRM. I was with this company for 5 years before we finally got an integrated CRM. The difference in flow of information is like night and day. The CRM is housing a tremendous amount of data (including from other corporate data repositories) in a single readily accessible location, allowing us to quickly understand the financial, product and historical information for a customer very quickly. This, in turn, allows us better and more promptly respond to customers.
- Absolute improvement on saving time through automations for consultative customer facing staff. This allows each account rep to handle more customers with less time spent on mundane rote tasks.
- The easily built automations go a long way to prevent activities from falling through the cracks. Similarly, it is easy to implement in-house business rules that let Zoho remind the reps when 'something needs to happen'. This cuts down on having the reps become (error prone) slaves to their individual calendars.
- Because of the ease with which the other Zoho apps interconnect with CRM, it was a fairly simple process for each department to create and manage department-wide activities (such as sending out ad hoc targeted marketing emails to customers or building a repository for shared departmental documents and materials)
- We have also begun connecting CRM to our other corporate 'sources of truth' like Stripe and SQL. This allows us (with API calls) to have accurate customer data presented to staff AND obviate the need for duplicate entry of data existing in other sources.
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
Zoho CRM Feature Ratings
Using Zoho CRM
40 - Sales, marketing, customer service, reception, our consultative product for real estate agents, billing, product design team, et. al.
2 - We have one person who specializes in developing automations in coordination with requesting departments and several people who are always looking at Zoho from the big picture view (how can we become more effective, more efficient, or generate more revenue)...
- Monitoring our existing customers with the product ownership lifecycles
- Managing the billing to include (cancellations, refunds, disputes and similar issues)
- CRM provides the basic repository which fuels our ticketing system for Customer Service/Sales/et. al.
- Automating the recurring activities and reporting to provide efficiencies and increase effectiveness... allowing our staff to get more done and do it better!
- We have implemented syncing key data from Stripe and SQL into CRM. This is virtually eliminated the need for most staff to even go into Stripe.
- Our design department uses CRM (and Desk) to track the entire process of customers who are having creative artwork designed for them.
- We created custom modules in CRM that allow our Customer Service department to track all their interactions with customers (including historical detailing of all customer contacts across phone calls, emails and texts.)
- Track new groups of customers (for example, Loan Officers in addition to Real Estate agents)