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Great CRM that integrates well with other Zoho products!
Updated May 06, 2024

Great CRM that integrates well with other Zoho products!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho CRM

We use Zoho CRM to keep track of our Leads and clients. Our Sales team uses it to track their leads and to schedule follow-ups with their leads, set up calls, emails, etc. Our support team uses this to work with existing clients. We also integrate this with a few other tools in the Zoho Suite. Both Zoho Desk and Zoho Campaigns work really well with it. For the support team, being able to create tickets and manage our clients across Zoho Desk and CRM makes things really easy. Our marketing team also sets up email campaigns through Zoho Campaigns and CRM integration.
  • The integration with Zoho Campaigns and Zoho Desk is fantastic. It is really easy to access data from Zoho CRM for both support and marketing-related purposes by using the integrations.
  • It is also really easy to set up follow ups with leads you are in conversation with.
  • There is a high degree of automation that is also built into the system that our sales team uses frequently. Email and reminders are well integrated into Zoho CRM.
  • We like that we can pay based on the number of seats we need and increase or decrease that whenever we want to add or remove new users.
  • Being able to define the roles and access level of each user we add into Zoho CRM is a really useful feature.
  • It is a complicated software to learn to use. It took our team a fair bit of time to get proficient with this.
  • Their knowledge base wasn't really that good when we had a few "how-to" issues crop up. But their support team was fantastic and very helpful.
  • It has improved our sales outreach efforts.
  • Lead tracking has ensured that we are able to follow each lead through completion without missing critical items.
  • Account conversion allows us to easily track and upgrade leads when they convert.
We had a pretty specific customized lead and customer details pipeline that we wanted to implement, we liked that Zoho was flexible enough to allow that AND update that as we scaled up.
Having had customized sales or customer pipelines has allowed us to better track our data and implement strategy that can be used for improved retention.
We looked at both HubSpot and Zendesk. And we liked both of them. They had the right features and enough customization options to fit our use case scenario. But we liked the pricing and the flexibility of Zoho CRM more. The other really major factor for picking Zoho CRM for us was the fact that we were already using Zoho Desk and planned on using Zoho Campaigns. Integrations with those two [products were] the deciding factor.

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

The pricing makes it really suitable for small and mid-sized teams. If your team has recently scaled up and you are looking to standardize your sales funnel, you will need a CRM. And Zoho CRM is probably a really good solution. It is even more useful if you already use other apps in the Zoho ecosystem like Campaigns or Desk.

Zoho CRM Feature Ratings

9.2
Customer data management / contact management
10
Workflow management
9
Territory management
Not Rated
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Contract management
7
Quote & order management
Not Rated
Interaction tracking
10
Channel / partner relationship management
Not Rated
10.0
Case management
10
Call center management
10
Help desk management
10
9.0
Lead management
9
Email marketing
9
10.0
Task management
10
Billing and invoicing management
Not Rated
Reporting
10
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
9.0
Custom fields
9
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
10.0
Role-based user permissions
10
Single sign-on capability
Not Rated
Not Rated
Social data
Not Rated
Social engagement
Not Rated
10.0
Marketing automation
10
Compensation management
Not Rated
9.0
Mobile access
9

Zoho CRM Implementation

I feel like our implementation went smoothly, certainly better than I had expected. We did run into some issues (which is inevitable when you are implementing it inhouse rather than engaging an external team) but we were really happy with the quality of support we received from Zoho. Whenever we raised an issue to their support team, they either provided us the resolution on the spot or got back to us with an answer in a very acceptable time frame. We were also very happy with the amount of customization Zoho offered in setting up the CRM to the way we needed it to work.

Lastly, training our users on it was a smooth experience as well. Zoho has a very detailed help section and their support team is always available.
  • Implemented in-house
Change management was minimal - Change management was not one of our primary concerns when we shifted into Zoho CRM. We expected the impact to be very minimal and it was.In retrospect though, depending on the size of your CRM data, it might be worth engaging with a third party. Our dataset was fairly small in size and in house worked fine for us with minimal issues.
  • Data structure issues. Our data format for importing was not set up correctly and it took more time than anticipated to get it right.
  • Customization. Not a major issue but this was something we had planned for and it took some time to set up the CRM to work the way we wanted it to work.

Configuring Zoho CRM

For our requirements, it was perfectly configurable. We could visualize our sales method and implement Zoho CRM into it without making any major sacrifices. Implementation was also relatively painless. We had excellent help from their support team as well. I would say unless your use case scenario is really unique, this will be serviceable for most requirements.

Zoho CRM Support

We have had to contact their chat support on multiple occasions. The support reps have always been knowledgeable and helpful. They have also provided resolutions to our problems in a timely manner. When the primary support person didnt have a resolution, they escalated the problem and the escalation team resolved it quickly.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Support was included in our plan. We never felt the need to explore and look into any additional premium support beyond that. We were satisfied with the support we received so never felt the need to look into a higher tier option.
Yes - Yes. Their team took our report and were able to resolve it quickly. They also did a good job communicating and keeping us posted on the status of the bug report.
We have had to occasionally swap out users when old people leave and new people join. This obviously leads to more scenarios where we have to contact the Zoho team. One of our users (who had to contact them more than once) described the process of getting help as "fantastic".

Using Zoho CRM

It is a little difficult to learn initially, but that is understandable since there are a lot of options under the hood here. But once you get used to it, you can work really well with it.