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Zoho - an affordable CRM that is evolving in the right direction
June 09, 2022

Zoho - an affordable CRM that is evolving in the right direction

Pradeep Joseph | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

The tool helps us manage our lead generation and Sales pipeline in its entirety.
  • Lead management.
  • Reporting.
  • Dashboards.
  • Customization of reports.
  • Reports need to connect multiple modules.
  • Dashboard does not have many options to depict graphs and compare 2 reports.
  • Cost of ownership.
  • The migration process was easy and smooth.
  • Training was easy however we did that in-house.
  • Customer service, account management is quite poor.
  • Tech support is also poor especially when we discuss custom field management.
I still feel that Salesforce was better at this as we were using the same for 6 years before we moved here primarily for the cost and the local support element however there is a lot of scope for improvement. The customer relationship aspect is something we have not explored to the fullest yet and would like to do so this year before I can comment on that.
This is an area that is new to us as well as we primarily use Zoho for lead generation and sales pipeline management. This is something we have started using this year and we hope to leverage this feature towards enhancing our customer experience and control churn in the process and upsell into accounts as well.
Salesforce is what we were using before we moved to Zoho and primarily was due to lack of support and especially lack of local support. We evaluated Freshworks CRM as well and they came a close second except for the reporting and analytics functionality and the limited options to customize dashboards and reports alike to cater to our internal requirements.

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

They are priced well, the user interface is great and easy to use. Where they lack is the reporting capability and the ability to incorporate custom fields into their dashboards. Their API does not integrate with our in-house software so that has to be a manual exercise and their outlook plug-in could be better as there are not too many options to tag contacts if you don't know the exact account name and this does not pick up on the domain.

Zoho CRM Feature Ratings

7.2
Customer data management / contact management
8
Workflow management
8
Territory management
7
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
6
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
7.0
Lead management
7
Email marketing
Not Rated
7.0
Task management
8
Billing and invoicing management
Not Rated
Reporting
6
6.3
Forecasting
7
Pipeline visualization
7
Customizable reports
5
7.0
Custom fields
8
Custom objects
8
Scripting environment
Not Rated
API for custom integration
5
8.0
Role-based user permissions
8
Single sign-on capability
8
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
8.0
Mobile access
8

Evaluating Zoho CRM and Competitors

Yes - Zoho replaced the Salesforce CRM and the reason we did that was lack of support and also the lack of support that was locally available for us to reach out on a real-time basis.
  • Price
  • Product Features
  • Product Reputation
Price was one aspect and functionality that gave ROI for the investment that lacked in the other CRM.
I would evaluate the service aspect and build clauses for downtime and build response time SLAs as this inconveniences us the most. I would also opt for specialized tech support and not entry-level and we use a lot of custom fields and have a dedicated customer experience manager who connects regularly to understand challenges and address the same. I would build all of this into the contract.