It's okay
Updated May 15, 2024

It's okay

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

We utilize Zoho CRM for contact management and some sales order information. This has addressed our needs for having a contact management system. We also use it for campaign management.

Pros

  • Keeps contact information
  • Allows customization
  • Associates accounts and contacts

Cons

  • Design and layout are meh
  • Lacking a lot of features other CRM utilities normally have
  • User management - Roles, profiles, etc. All of these are pretty bad.
  • Easy enough for users to use not spending a ton of time in it
  • Easy to manage for admins
It doesn't particularly meet our needs but we didn't vet it out to scale with us.
We have used it for managing customers journey, I don't find it to be particularly great at this but it does do it. I don't like how records associate or are linked some of this has to do with UI.
Hubspot and NetSuite are much better solutions in my mind, I've used both and enjoyed both.

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

Yes

Are you happy with Zoho CRM's feature set?

No

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?

I wasn't involved with the implementation phase

Would you buy Zoho CRM again?

No

It would honestly depend on the use case, it could be good for small companies I feel like but not scalable for larger emerging companies. I have a hard time recommending Zoho CRM based on my experience with the system though to be fair the selection process was something I wasn't a part of and we didn't vet this solution out for long term.

Zoho CRM Feature Ratings

4.2
Customer data management / contact management
8
Workflow management
6
Territory management
Not Rated
Opportunity management
6
Integration with email client (e.g., Outlook or Gmail)
3
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
1
Channel / partner relationship management
1
4.0
Case management
4
Call center management
Not Rated
Help desk management
Not Rated
7.0
Lead management
7
Email marketing
7
7.0
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
7
7.5
Forecasting
Not Rated
Pipeline visualization
7
Customizable reports
8
5.8
Custom fields
7
Custom objects
6
Scripting environment
5
API for custom integration
5
3.0
Role-based user permissions
2
Single sign-on capability
4
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
7.0
Mobile access
7

Using Zoho CRM

32 - In our operations, we cover essential business facets such as Sales, Marketing, and Government Relations. To streamline these functions, we rely on Zoho, to assists in organizing various aspects including contacts, accounts, quotes, and even some sample products. This integrated approach enables us to efficiently manage our interactions, transactions, and communications across these vital areas of our business.
2 - Within our organization, we have designated two individuals to provide support for Zoho CRM. One of them is a contractor, while the other is myself, serving in the capacity of an ERP Admin. Together, we ensure the smooth operation and effective utilization of Zoho CRM within our systems. This collaborative effort allows us to address any issues promptly, optimize the platform's functionality, and provide ongoing assistance to our team members as needed.
  • Contact management
  • Quote management
  • Account management
  • QC Tracking
  • Customer feedback loop
  • Custom quoting and pricing
  • Uncertain
  • Unlikely that we will stick with Zoho CRM in the future we have identified the need for a more expansive solution that can grow with our organization.
  • Perhaps continued use for the core CRM functions
It is unlikely that Zoho CRM is going to be able to scale with our organization, we are looking to move to a more comprehensive CRM solution in the future. I do think that Zoho is a great tool for younger, smaller, less ambitious organizations but the future for our org is we are likely to move.

Evaluating Zoho CRM and Competitors

  • Cloud Solutions
  • Ease of Use
Ease of use at the time was the most important feature for our team, this tool was selected and set up by our sales team early on before we had much of an IT team to take care of these systems. Due to this it was purchased without thought to scaling for our organization which we need to correct.
We would have selected a different CRM to support our organization, likely we would have utilized our ERP which has a CRM and would have scaled well with us in the future. Sadly we did not have people in the position to make these decisions at that time. I do think Zoho is a great product for younger companies.

Zoho CRM Implementation

This should have been a project run by IT and implemented by IT but instead was implemented by Sales team and managed by them. Since this was the case our implementation has had many issues. Starting at the company required me to dig in and correct a lot of stuff within the initial set up.
  • Implemented in-house
Change management was minimal - This should have been a project run by IT and implemented by IT but instead was implemented by Sales team and managed by them. Since this was the case our implementation has had many issues. Starting at the company required me to dig in and correct a lot of stuff within the initial set up. Since this was the case almost no change management was performed
  • Features not set up
  • SSO not set up
  • No future considerations made
  • System set up for 1 team

Zoho CRM Training

  • Online Training
Room for improvement, wasn't in-depth enough and didn't cover topics I was hoping to expand upon.

Zoho CRM Support

Zoho CRM boasts a robust support structure that sets it apart in the market. Its strength lies in its multifaceted approach to customer assistance. Zoho provides comprehensive documentation and tutorials, ensuring users can find answers independently. Its responsive customer service offers various channels such as email, phone, and live chat, staffed by knowledgeable representatives.
ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
No, I don't like premium support it's generally in my mind unfavorable to have to pay extra money to receive proper support this should be industry standard when you purchase a product you have good support. I know this can be a challenge and I do understand why some companies may operate this way.
There was a time when we encountered a complex issue with our Zoho CRM integration. Despite our team's efforts to troubleshoot internally, we couldn't resolve it. We reached out to Zoho's support team for assistance, and they promptly assigned a dedicated support agent to our case. This agent demonstrated an exceptional level of expertise and dedication in diagnosing and resolving the issue. They patiently listened to our concerns, conducted thorough investigations, and provided step-by-step guidance to implement the solution.

Using Zoho CRM

Overall, zoho is fairly easy to use and understand. It is however in some situations not ideal, the address system in zoho crm is awful and one of the worst I have ever dealt with. Decisions like this make no sense to me and are frustrating to work with. Users shouldn't have to ask IT why Address system is set up the way it is.
ProsCons
Relatively simple
Easy to use
Technical support not required
Feel confident using
Familiar
Do not like to use
Inconsistent
  • UI Navigation
  • Global Search
  • Filters
  • Address system!!!!
  • Workflow limits on layouts
  • Layout functionality
Yes, but I don't use it

Relationship with Zoho

Despite knowing that sales teams aim to sell products, working with Zoho's team was good. They were transparent and attentive, addressing my specific needs without unnecessary pressure. Their SCs deep product knowledge and clear demonstrations made the process straightforward. Zoho’s team was responsive throughout the process which was great as well.
Zoho's implementation team was great due to their expertise, efficiency, and support. They guided us through the setup process seamlessly, addressing our specific requirements. Their responsiveness and proactive problem-solving ensured a smooth transition. The team's dedication to our success and clear communication made the implementation process not only manageable but highly positive and stress-free.
We successfully negotiated several key terms with Zoho, including a customized pricing plan tailored to our budget but not leaving out our customization needs in the deal. Additionally, we secured onboarding assistance. Zoho also agreed to integrate specific features essential for our business, enhancing the overall value of the CRM solution.
To effectively deal with a vendor, clearly define your needs, ask detailed questions, and leverage free trials or demo accounts. Be ready to negotiate terms like pricing and support. Utilize available resources and maintain open communication. Seek feedback from existing users to understand potential challenges and best practices for a smoother vendor relationship.

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