Item: Zoho One
Rating: 10
Author: Alex Campo

Use Cases and Deployment Scope

We implemented Zoho One to stop disparate systems and move to a more unified platform. CRM is used by our organization for pipeline and customer relationship management, as well as the storage of pertinent customer information. Zoho Desk is being used as our request management system for customers. Zoho Projects is being utilized to manage our customer engagements and internal projects. Zoho Sign and Survey are being used as additional tools to facilitate our customer experience. and Zoho Cliq is our internal messaging collaboration tool

Pros and Cons

Provides a more integrated suite to communicate internally
The Analytics tool has helped to bring together data across Zoho and external platforms

The integration is loose and needs to be more stable and a true integration
Development appears to take long periods of time to bring customer enhancements into the next release. I have seen numerous obvious business application needs to be brought to the attention that is still 2-3 years old without an update
Unified User Interface and back end functionality/configuration across applications

Return on Investment

Improved communication and responsiveness to external customers
Improved centralized reporting and KPI tracking

Key Insights

Do you think Zoho One delivers good value for the price?

Yes

Are you happy with Zoho One's feature set?

Yes

Did Zoho One live up to sales and marketing promises?

Yes

Did implementation of Zoho One go as expected?

Yes

Would you buy Zoho One again?

Yes

Usability

While the software is easy to use and pick up, the different user interfaces and limits across the application make it difficult and slow to implement additional applications quickly and seamlessly across the organization. If the User interface was more consistent we would be able to pick up and train on new apps more efficiently

Support Rating

Support is great as a customer, as a partner I get moved to that team more often and find issues in the support being provided. It also appears that the support agents do not take into account all the information provided and default back to the "step 1 of the playbook" instead of taking into account the business reason the support is being requested and understanding the steps already taken.

Likelihood to Recommend

As a customer-first culture, CRM as a central piece to all other applications helps to bring together a full view of what is happening with a particular account but it could continue to improve to a more stable integration with the other apps. For an organization that requires a number of customer-facing activities (Sales, Service, Project Management, Internal, External Communication) the suite works well to bring that all together. A major issue with the suite though is its lack of strong integration with the Microsoft office suite. Microsoft applications are a widely used and not going anywhere suite as well, and the lack of integration to use apps like Word, Excel, and Powerpoint, to instead convert to less-developed Zoho replacements is an issue.

Zoho One is a Great Up and Coming answer to an all inclusive Business suite!

Overall Satisfaction with Zoho One