CRM Software Without Compromise
April 26, 2022

CRM Software Without Compromise

John Sheldon II | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

At Renu, we use Zoho CRM for our Marketing and Sales management. We primarily use the Leads, Accounts, Contacts, and Deals modules. We have to sever API connections to 3rd party lead generation organizations and our website. Having these connections allows for the flow and access of the customer data, at the same time keeping the accuracy of the data strong. There are over one hundred workflows set up to send automated emails, text messages, and field updates. Having these automations have allowed us to scale our business while keeping the headcount lower which has helped us drive profitability. Additionally, customer support has been paramount as we continue to evolve our business and needs arise that we have to reach out to them. There is always someone friendly and helpful when speaking on the phone or over the chat. They look for solutions and have a solid understanding of their product's capabilities. We have looked at other CRM software, we decided to go with Zoho CRM because of their focus and dedication to improving and enhancing their product so that over time it becomes more user-friendly and powerful. It's a tool that will grow and scale along with us.

Pros

  • Workflows that include functions, webhooks, field updates and notifications
  • API integrations with 3rd party software as well as other Zoho products
  • Customizations to look and feel of canvas layouts
  • Reporting and dashboards make it easy to interpret the data

Cons

  • More API syncing with custom modules
  • A trouble tickets portal to keep track of the requests made to assistance because when there are several it can be difficult to keep up with managing the different case numbers.
  • Continued improvements to the mobile app so it's closer to the web browser functionality
  • Increased sales growth of the business over 100% during the first few years of using it
  • Decreased expenses by integrating phone, SMS, and email into a single platform, RingCentral.
  • Excellent data capture points that API synced with Zoho Analytics to produce deep detailed reports and dashboards.
The tool can be self-taught if the user takes the time to explore the different features on the setup page. There are multiple avenues that this tool can be taken down to empower users to catalog activity and repeat success. When there are new features rolled out there is a newsletter that is sent with an overview of the changes. Additionally, there are webinars hosted with open invites to dig deeper into the new updates and their benefits. Taking it further, there are "Zoholics" groups that are other power users who will meet up to discuss tips and tricks for creating a more powerful, user-friendly platform.
The platform has multiple options to build out the layouts and fields to whatever the business needs are. There are several support specialists who are very familiar with the usability of the products so if a buildout becomes too complex they are there to assist either over the phone voice-guided, or by remote computer access where they will maneuver the computer remotely to assist with the completion of the buildout.
Zoho has taken the benefits of these other leading softwares and made it their own and backed it with easy to access and strong customer service. Not all users are power users and Zoho understands that, so they have tailored their approach to the market to be customer-centric so that the people who use the software realize the benefits they were seeking.

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

RingCentral MVP, Google Workspace (formerly G Suite), Zoho Projects
Useful For: - Managing customer contact information and history of interactions. - Having solid user tracking of activities and interactions with various records. - Having to visualize the data to empower tracking of trends for marketing and sales. - Enabling the users with scheduled email reports. - Pipeline management from new lead through to sale. Not So Useful For: - Tracking projects to completion. - Complex detailed analytics reporting.

Zoho CRM Feature Ratings

9.6
Customer data management / contact management
10
Workflow management
10
Territory management
10
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
8
Quote & order management
8
Interaction tracking
10
Channel / partner relationship management
10
8.7
Case management
8
Call center management
10
Help desk management
8
9.0
Lead management
10
Email marketing
8
8.0
Task management
8
Billing and invoicing management
8
Reporting
8
9.0
Forecasting
8
Pipeline visualization
9
Customizable reports
10
9.3
Custom fields
10
Custom objects
10
Scripting environment
8
API for custom integration
9
10.0
Role-based user permissions
10
Single sign-on capability
10
9.0
Social data
9
Social engagement
9
9.5
Marketing automation
10
Compensation management
9
8.0
Mobile access
8

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