Item: Zoho CRM Plus
Rating: 1
Author: Suzanne Vaughan

Use Cases and Deployment Scope

We use it for tracking all correspondence and calls with leads and contacts. We store all product information on products sold. We use it for reminders and tasks and cases. It helps to keep sales and customer service organized. We also use it for workflows and marketing automation.

Pros and Cons

Automated Campaigns
Reporting
Data organization

I think that Outlook integration with Zoho CRM is horrible. You have no control over where the emails get attached and IMAP does not always work as it should. One reason we are considering leaving the platform.
Having all emails show up on an account vs having to go to each contact would be great. It used to do this but no longer with IMAP.

Return on Investment

It has had a negative impact on our ROI since they stopped the Outlook plugin. I think is IMAP is horrible and is making us lean towards finding a new CRM.
Other than the email integration the platform is fine, but too much time is wasted trying to find out if emails were sent but don't show up. Very disappointing.

Support Rating

Support has been responsive but they can't fix the outlook integration issue and seem to avoid it.

Key Insights

Do you think Zoho CRM Plus delivers good value for the price?

Yes

Are you happy with Zoho CRM Plus's feature set?

Yes

Did Zoho CRM Plus live up to sales and marketing promises?

Did implementation of Zoho CRM Plus go as expected?

Yes

Would you buy Zoho CRM Plus again?

Usability

Zoho CRM needs to integrate/work consistently with Outlook and right now it does not!

Contract Terms and Pricing Model

Pricing is great and works fine. That was one of the reasons we chose Zoho CRM.

Likelihood to Recommend

It is fine for storing contact information and notes and manually adding information, but in my opinion, the Outlook IMAP integration is horrible. The old Zoho CRM plug-in for Outlook was great and allowed control over where an email got attached. Now the system chooses for you and in our experience, we are finding some emails are not adding and some are not visible to everyone even though we are all set to public. I dislike the new system and I have no confidence that data is being captured properly.

Zoho and Outlook connection is horrible

Overall Satisfaction with Zoho CRM Plus