Item: Zoho CRM
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Zoho CRM to store contact data for various programs in one place, to quickly pull reports on both qualitative and quantitative metrics, and to streamline processes. Before using the CRM, we had issues around data management and different programs tracking different metrics, all of which were stored in multiple Excel spreadsheets that had to be consistently updated. Outdated data was a recurring issue, as was inconsistencies in column headings and actual data stored across the years. Zoho CRM made it possible to standardize the data we track and to easily create KPIs across the different data subsets.

Pros and Cons

Comparative charts
Workflow automation
Flexible setup for customization

Need some way to switch a field type without losing the pre-existing data.
The settings controls should be broken out differently - I don't like that I can't keep some users from exporting all contact records (i.e., the entire Contacts module) because if the export function is turned off, the export function of Reports for those same modules is also blocked.
Frustrating that only 3 custom lookup fields are allowed per module in our license.

Return on Investment

Zoho CRM has greatly increased our ability to report on KPIs back to our grant funders in a timely manner.
Zoho CRM has ensured that we track data accurately, as we have a flow integration that feeds directly into the Leads module.
Zoho CRM instantly compiles reports on participant tracking and contact data that used to take hours of staff time to pull.

Product Scalability

We initially thought Zoho CRM would just be a slightly more robust version of our contact tracking spreadsheets. Since then, we've expanded our build to reach triple the amount of data that we expected and have started customizing our CRM to allow for financial and grant tracking as well, which is well beyond what we had initially planned for. While there have been some bumps in expanding so far beyond what our initial customization was meant for, the expansion has been possible and we've been able to find efficient workarounds.

Zoho Customer Experience

For us, we don't have customers because we're a nonprofit. However, this has made it much easier for us to accurately update our alumni data and keep in touch with our past contacts for years after they took part in a program.

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?

Yes

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

Yes

Other Software Used

Wrike, Microsoft Teams, Miro

Likelihood to Recommend

For customizing a CRM without needing specialist support, Zoho CRM is great.

The admin UI is pretty intuitive and easy to use. Zoho CRM also works great for tracking contact records and relationships to other records. For instance, we run 10+ different programs, and we need to track every contact's relationship to any and all of our programs. Besides the program relationship, we also track organization/employer relationships, host site relationships for interns, team relationships for several of our programs, and we are starting to track grant disbursement as well. Zoho CRM's "joiner modules" handle all of these different connection points fairly well, though the data import process can be a pain.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using	Lots to learn

Easy Tasks

Adding records
Automating workflows
Combining reports
Creating dashboards

Difficult Tasks

Integrations involving custom modules
Understanding joiner modules

Mobile Interface Availability and Impressions

Yes, but I don't use it

Zoho CRM for a Nonprofit

Software Version

Overall Satisfaction with Zoho CRM