Item: Zoho CRM
Rating: 8
Author: Julia Urbanski

Use Cases and Deployment Scope

We used Zoho CRM as our database for customer interactions and upcoming tasks for construction projects. Zoho CRM has allowed us to work remotely when it is needed most. There are hundreds of apps that can integrate to work with Zoho CRM- which is really helpful. The customization of dashboards is really neat because it allows the individual user to focus on what is most important to them.

Pros and Cons

Works with other programs seamlessly
easy customization
gives real time updates
can run analytical reports

Making all features available to everyone without paying more
data and file storage is low
everything costs money

Return on Investment

Positive return on customer leads
Eased employee and customer concerns regarding project status
Allowed people to change records when they shouldn't

Product Scalability

There is always room for improvement, but Zoho CRM has a good standing already. There are so many features, that one doesn't have the ability to use them all. Sometimes too many features are bad because it makes it harder for someone to make a decision on which to use. Having the ability to integrate with other platforms outweighs the negatives.

Zoho Customer Experience

I wasn't involved with the sales portion of the process but I know it helped us with keeping sales due to the reps. being able to give real-time updates to customers about their project. That also helped with retention obviously. It made life so much easier since we didn't have to go digging to find information.

Alternatives Considered

Microsoft Dynamics 365, Salesforce.com, 8x8 Contact Center, Act! CRM, GoldMine and Sage CRM

Zoho CRM is similar to Salesforce in that it integrates well with other platforms. Zoho CRM has a lot more features available and is newer than Salesforce, so it seems like it has better features than Salesforce did. We selected Zoho CRM for the robust options they had available to use throughout the platform which allows us to better serve our customers.

Key Insights

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?

Yes

Would you buy Zoho CRM again?

Yes

Other Software Used

Microsoft 365 Business Premium, Vonage Business Communications, Microsoft Power BI

Likelihood to Recommend

Zoho CRM allows users from anywhere to get real-time updates on projects they are associated with. From the sales rep to the operations manager - you can see where the project is at in the process at any time. The biggest problem I have had is customer support. You have to pay to talk to someone outside regular business hours.

Zoho CRM integrates with all your platforms seamlessly

Software Version

Overall Satisfaction with Zoho CRM