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CRM
June 2022
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Ian_MacFarlane - PeerSpot reviewer
Technical Solutions Architect at Valencia IIP Advisors Limited
Real User
Low cost, flexible, has excellent support, and ease of implementation
Pros and Cons
  • "The whole forecasting and pipeline management is very good."
  • "The only thing I noticed was that it does not support multi-country operations. In Canada, for example, we do not use the term "state," but rather "province," and we do not use zip codes, but rather "postal codes.""

What is our primary use case?

We use Zoho CRM for pipelines, proposals, and deals.

We have a sales meeting every week where we look at things, see where they are in the hopper, and talk about money for business development and campaign management. 

We don't use it as a full customer relationship management solution as most people would because not everyone in the company has a license for it. Only individuals are involved in sales, bids, and proposals.

How has it helped my organization?

From a forecasting standpoint, we've been able to improve our pipeline and reporting. And we've combined two tools into one. We used to have a forecasting or pipeline product called Pipefy. We were able to do so because it is done in Zoho CRM.

What is most valuable?

The whole forecasting and pipeline management is very good.

It's a very easy tool to use.

What needs improvement?

The only thing I noticed was that it does not support multi-country operations. In Canada, for example, we do not use the term "state," but rather "province," and we do not use zip codes, but rather "postal codes." Those are things that cannot be changed.

They are constantly releasing new features, such as visibility to non-users. They've already addressed that with a feature that allows people to see sales contests and results of sales promotions, as well as who's selling the most.

They are not required to have a paid license, which is convenient. There are some people who only need to catch an occasional glimpse. The way it works is it's all-or-nothing. But that's how they're all. There is nothing new there.

For how long have I used the solution?

I have been working with Zoho CRM for six months.

We are using the Professional version with approximately eight users.

We are working with the most recent version.

What do I think about the stability of the solution?

I don't have any issues with both the stability and reliability of Zoho CRM.

What do I think about the scalability of the solution?

It did not become the world's second-largest CRM system without being scalable.

Zoho CRM is very scalable and has a lot of out-of-the-box integrations, which I'm seeing a lot in the entire software platform. It's a far superior experience to those where you have to pay every time you want to do something different.

This solution is used by eight people in our organization. It costs around $50 per month per user. We intend to double the number of users within the next year.

How are customer service and support?

Technical support has always been good. I would rate it a four and a half out of five.

They have now regionalized, and I no longer have sole support from India. They have help from people in the United States. Years ago, this was a major issue for them. As a result, they made significant corrections.

Which solution did I use previously and why did I switch?

In terms of hardware, I am still using Meraki. I haven't strayed far from that. Our team also has a slew of solutions that they've been deploying for penetration testing and threat detection.

I guess the biggest thing I've seen recently is XDR, EDR, and MDR solutions, such as SentinelOne, CrowdStrike, and Red Canary.

I know a lot about ServiceNow. I don't know anything about Jira.

We compete against ServiceNow.

We switched because it was going to be too much work for two people. Pipefy was only there for a short time. They claimed to have a CRM, but not to the extent that Zoho CRM does. We were also quite interested in the integration.

Zoho CRM can communicate with QuickBooks, Harvest, and other accounting software programs, as well as ITSM software. Because Zoho offers an ITSM help desk solution as well. As a result, we wanted to keep it in one type of organization. And it's been working out great for us.

How was the initial setup?

It was very straightforward. It was very good.

I'd rate it a four or four and a half. I tried some other solutions, such as Salesforce and NetSuite, and it was the best fit for our organization's size.

I created some sample companies and demonstrated how to set up accounts. Then the girls who do the proposal and pipeline meetings just picked it up. They were up and running in about a half-hour.

It takes a couple of hours a week to maintain this solution. I don't have anyone dedicated to the backend. That's what we heard when we looked into Salesforce and a few other companies there is a high level of customization required.

What about the implementation team?

I installed it myself without any training.

We did it ourselves, but we did collaborate with a local integrator because I wanted someone I could call on. I didn't want to be talking to someone in another country if we got into trouble. I worked with a Toronto-based company to get the licensing. If we have any special requirements, I go to them.

What's my experience with pricing, setup cost, and licensing?

We pay a subscription. The license is the subscription where we pay $50 per month per user.

Zoho CRM pricing is very affordable.

There are no costs in addition to the subscription fees.

Which other solutions did I evaluate?

We researched Salesforce and NetSuite. Those were the two largest ones we looked at, but they weren't a good fit in terms of size.

What other advice do I have?

I don't do anything with hardware. My last six months have been focused on ITSM tools. Ivanti, Cherwell, and a new one we just discovered, Halo, which you might find very interesting. Halo is going to completely transform the market.

That is primarily what I do as an ITSM,  Information Technology Service Management solutions. I just got a demo of a very interesting tool that does service discovery and relationship management to assist in the creation of a CMDB for an ITSM solution.

I haven't looked at Rackmount servers.

It's very straightforward and easy to use, with a lot of customization options and good integrations. I work as an IT software consultant, naturally, I'm going to be biased, however, it has proven to be extremely effective.

I still give the overall product a 9 out of 10. Good flexibility, excellent support, ease of implementation, and low cost.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Principal Solutions Architect- Enterprise Applications at a tech services company with 1-10 employees
Real User
Top 20
Simple to set up but very complex and expensive
Pros and Cons
  • "The product is very fast and responsive. There's no lag time when you are on the platform."
  • "The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."

What is our primary use case?

We primarily use the solution for managing our organization's leads and our customer accounts.

How has it helped my organization?

Salesforce has made it so much easier to expedite the process of getting the information about our leads and clients. It's really sped everything up in a major way.

What is most valuable?

The solution is very user-friendly. Anyone can jump on and start working.

The product is very fast and responsive. There's no lag time when you are on the platform.

The initial setup is very easy.

What needs improvement?

The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions.

The solution probably has between 300-500 features already. I can't think of one they are lacking.

The solution is quite expensive.

For how long have I used the solution?

I've been using the solution since 2012. It's been a long time. I'd say it's just under a decade at this point.

What do I think about the stability of the solution?

The product is largely stable and dependable. Every once in awhile, you may get a bug or glitch. However, it's rare, and it rarely affects our work.

What do I think about the scalability of the solution?

The solution is very scalable. It scales quite well, as a cloud solution.

We only have five people on the platform currently. It's not too many. We have one administrator and two or three sales people that are on it regularly.

How are customer service and technical support?

We are not very satisfied with technical support. You have to go through these gateways, and sometimes the support will respond, and sometimes they don't respond at all. It's all depending on if you're a paid subscriber to the support or not. If you are not, then they won't respond. It's lacking. If we bought the service, they should want to help us, and yet the way it's set up, that's not the case at all.

Overall, I'd rate the technical support at a six out of ten.

Which solution did I use previously and why did I switch?

I used to NetSuite, however, it was a very long time ago at this point. It's almost been ten years.

How was the initial setup?

The initial setup isn't complex at all. It's very straightforward. It's basically an out-of-the-box product. You don't have to play around with configurations.

What's my experience with pricing, setup cost, and licensing?

The solution isn't cheap. It's very costly for an organization like ours. It's also expensive to integrate the solution with other products.

What other advice do I have?

We're a Salesforce customer. We don't have a business relationship with the company.

We're using the enterprise version of the solution.

It's a good product. It's perfect for people who really want to grow their company. If they have resources to really spend on organizing their leads and clients then Salesforce is a pretty good option. That said, it is not for everybody.

On a scale from one to ten, I'd rate this solution at a six. If it was more competitively priced and was a little less complex, I'd rate it higher. It's just too big for us.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Customer Solution Executive at a tech services company with 51-200 employees
Reseller
Top 5Leaderboard
Scalable, multifeatured CRM platform with marketing, service, and ticketing functions
Pros and Cons
  • "Very scalable CRM platform with multiple functions, e.g. marketing, ticketing, and service."
  • "An area to be improved in HubSpot CRM is its customization capabilities."

What is most valuable?

What I found most valuable in HubSpot CRM relates to marketing. HubSpot focuses on customer relationship management, but it also has a marketing suite, ticketing suite, and service suite.

The marketing features make HubSpot CRM so great and make it so popular. Through this solution, you now have the ability to do marketing campaigns, mass email automation, plugging you with your social media, your website, etc. It has really strong marketing capabilities and segmentation capabilities that NetSuite just doesn't have.

What needs improvement?

An area to be improved in HubSpot CRM is its customization capabilities. They started to roll out custom objects recently, but it's only available for the enterprise license or the highest license, and you're not able to customize the guest script. When you compare this solution to Salesforce, e.g. I always compare everything to Salesforce, HubSpot CRM is becoming more customizable, but it's not at the level of Salesforce yet.

Customization is the biggest downgrade of the tool, because the rest of the functionalities are there, e.g. the UI is there. Hubspot is a SaaS company, so updates are instantaneous, and everything else works pretty, pretty great.

For how long have I used the solution?

It's been three years since I've started dealing with HubSpot CRM.

What do I think about the scalability of the solution?

HubSpot CRM is very scalable, e.g. we have one of the biggest companies. Depending on what you use in this solution, the marketing portion is very, very scalable.

The CRM portion, on the other hand, might be a bit less scalable. Usually, what you'll see is those big enterprise companies using the marketing portion of this software, then they will use Salesforce as a CRM. It's not unusual to use another CRM and have it connected to HubSpot CRM for the marketing portion.

Which other solutions did I evaluate?

I evaluated NetSuite CRM and Salesforce.

What other advice do I have?

I never had to deal with the technical support team of this tool, so I cannot evaluate the support. I never had to call them.

My advice to others looking into implementing HubSpot CRM is to look at what your license offers you. HubSpot offers three different types of licenses, so you really have to go deep in the fine print to understand what you have with that license. Do you have automation? Do you have a limitation on the automation? Is it 10 workflows or 20 workflows? You need to really take your time looking into it.

My rating for HubSpot CRM is eight out of ten, while my rating for NetSuite CRM is seven.

Disclosure: My company has a business relationship with this vendor other than being a customer: Implementer
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Buyer's Guide
CRM
June 2022
Get our free report covering Microsoft, and other competitors of NetSuite CRM+. Updated: June 2022.
607,127 professionals have used our research since 2012.