We are currently evaluating CRM packages. This is probably a bit too in development for me to recommend but I'll let you know our internal requirements so you have one extra data point in the market.
Phone integration is huge for us. We need the CRM to respond to an incoming call by bringing up the contacts details if it recognises the number. We also need a log that the cal began, was answered by, and how long it lasted. If we could do that on cell phones it would be amazing.
The next thing would be ecommerce integration followed by integration with our accounting system. Both need to feed contacts and contact details into the CRM. What have they ordered, how much have they spent. What are their payment terms.
After that it's all just notes.
Oh, and we would need SLAs with good up time and data protection.
What type of phone integration would you need? Do you use an external provider like Aircall? If you don't, I know Close.com has a built-in phone functionality so maybe their solution could fit your need?
We have a dated IP PABX. But would happily switch to another system to enable a new CMS. Thanks for the mention of close.com.
As far as integrations go, for us it's an API that is critical. Our accounting system is Myob Exonet. So old that nothing integrates but it was an API so we can write an ETL process to dump data out of it into a CRM. Our Ecommerce platform is NopCommerce but that's a bit obscure and so heavily customized out of the box integration plugins aren't going to work.
Also $29 per seat per month is an amazing price. But I've noticed something strange with mentioning pricing to upper management.
If I take say Zoho CRM, one we've looked at. The plan we need is $55 AUD per seat per month.
Realistically we're going to have 5 - 10 users of the system so that works out to $3,300 - $6,600 per year.
I can get $6,600 per year for CRM operations approved no problem. But, If I say $600 per user per year management freak out.
It's the same number but there is something about per user that worries upper management.
Now I always just give them the per year 10 user cost and say if we keep under 10 sale and support staff this is the cost.
I don't know if that is unique to my company but if it's not some pricing packages with yearly figures might help sell.
That is true over all SAAS products we use.
Yeah that does help.
Packages of users draws the attention away from the per user pricing model. I don't know why but they just don't like it. Even if the numbers are the same.
Close.com is already a great source of inspiration for their opinionated approach. We hope we can make the difference on UX in the short run and that community will bring much value for every user in the mid-run.
Phone integration is huge for us. We need the CRM to respond to an incoming call by bringing up the contacts details if it recognises the number. We also need a log that the cal began, was answered by, and how long it lasted. If we could do that on cell phones it would be amazing.
The next thing would be ecommerce integration followed by integration with our accounting system. Both need to feed contacts and contact details into the CRM. What have they ordered, how much have they spent. What are their payment terms.
After that it's all just notes.
Oh, and we would need SLAs with good up time and data protection.