6 years of customizations are starting to blossom
April 20, 2022

6 years of customizations are starting to blossom

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

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

We use the Zoho CRM as a database to store Prospects/Leads and Clients/Contacts. We keep track of what type of documents they purchase through Deals. We send mass emails to Leads and Contacts via Campaigns, we use Forms, Sign, Survey, Subscriptions, Connect, and want to learn more about other products that will help us. One MAJOR problem is that the Zoho CRM cannot merge our elaborate documents. It doesn't support "if/and/or" statements and merges them into that word doc.

Pros

  • Keep track of all our clients and prospects
  • Has robust reporting with criteria that can be pulled from as many as 3 modules
  • Very customizable

Cons

  • Wish we could easily add people from a report into a campaign in the CRM. You can only do that with a list view but that's not enough for some of our reporting for mailings or emails. We have to pull from more than 1 module sometimes to get the correct mailing list.
  • Wish we could email from the Meetings module to confirm an appointment w/o having to manually add data from the meeting into the email template from a lead or contact.
  • A lot of the workflows get broken when there is a major update. Little do I know they're not working until I randomly find out or someone else figures it out. Frustrating.
  • We had Zoho CRM early on when it wasn't quite as robust as it is now, so there have been vast improvements, which also puts us at a disadvantage for falling into old ways of doing things rather than exploring new ways that we always wanted in the beginning.
  • One thing we were able to do is get rid of MailChimp and slowly migrate to Campaigns
  • Eventually I would like to migrate Zoom to Meeting but it's just not quite there yet.
  • Also, I do have to say going just from the CRM to Zoho One was a VAST improvement where many apps were available. At first, I was so disappointed in the CRM but with all the integrations it's been so much better!
Well... who doesn't want everything all in one place. Yes, you can kind of see what's going on with Projects, but you have to go to a whole different app and learn a whole different system if you want to use it. Same with all the apps, you have to migrate away from your Zoho CRM to say, send a mass email from campaigns. Not to mention, it's confusing to have a campaign in the CRM vs. Campaigns app.
It's easy adding a bunch of fields that you need and want, but when it comes to the formulas, it's confusing. When it comes to integrating, such as SMS Magic for text messages, it's confusing. Eventually, you get it and as long as someone is there to walk you through it all and you end up with a great end result, then it's not too bad, but initially, it's daunting.
Back when we switched, Zoho CRM was nowhere near Salesforce. We were able to at least merge some of our documents through a bridge called Conga. We still can't do that within Zoho CRM, but again, Zoho CRM updates all the time so I'm probably not aware of the easiest most efficient way it can do it.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

Yes

I believe the pros and the cons I discussed would be the basis for my recommendation. It all depends on what the end-user would need it for.

Zoho CRM Feature Ratings

9.4
Customer data management / contact management
10
Workflow management
8
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
10
Quote & order management
Not Rated
Interaction tracking
10
Channel / partner relationship management
Not Rated
9.0
Case management
9
Call center management
9
Help desk management
9
10.0
Lead management
10
Email marketing
10
10.0
Task management
10
Billing and invoicing management
10
Reporting
10
8.5
Forecasting
Not Rated
Pipeline visualization
7
Customizable reports
10
9.5
Custom fields
10
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
9
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
10.0
Social data
10
Social engagement
10
10.0
Marketing automation
10
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated

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