FreeAgent CRM

Benefits:

The software is straight forward and relatively easy to use. Customer service is excellent. On-boarding/initial training was excellent.

Drawbacks:

1. The latest navigation design is not as intuitive as it was originally when we first purchased it. 2. I find it very frustrating that you can't scroll down vertically on windows unless you adapt your fields to fit. 3. Some functions don't work on my preferred browser which is Firefox. 4. The system doesn't warn you about duplicates. 5. Free Agent created Company records on our behalf and left the Owner field blank. I'm not sure we received notification that this was going to happen. I think better updates would be useful. 6. Reporting is limited.

In sum:

Overall I've had a good experience working with FreeAgent CRM. It's reliable for the most part. Any issues or questions I've had have been sorted out by the Support Team and Account Manager very quickly.

Benefits:

The compatibility and support. The teams are helpful and committed to providing the best service.

Drawbacks:

The "views" are sometimes tricky. It took a few tries to really understand the pivots etc.

In sum:

10 out of 10. [SENSITIVE CONTENT HIDDEN] was great and helped me as the implementation leader but also worked with our individual reps. We are tracking only what we want and so far it's been great. There is always a learning curve with new software but it has been minimized thanks to [SENSITIVE CONTENT HIDDEN].

Benefits:

Being new to CRM software I like the ease of use with intuitive workflow. For our business its critical to track interactions with our distributor and their sales people and this system allows that easily. This has been a huge step us for our team in terms of tracking and storing data of our interactions with our end users.

Drawbacks:

We has some initial issues within the system as our team works completely from IPads, but the team at free agent was able to come up with creative solutions to meet our needs.

Benefits:

The potential is so there. The updates made this past year have been AMAZING. You guys have changed with the times in the best way. We use this software differently than 98% of their clientele, but once we work on a few more tweaks, this platform will finally think like a classroom! I love the different views available, the customizable apps, report features, and the new RingCentral integration will be so helpful. The layers of related lists are so applicable for connecting our students, courses, payments, and soon campaigns!

Drawbacks:

Like I said, we use this platform very differently from most of their customers, so we have had to think very creatively and outside of the box to find solutions for our systems. It has been a slow process, but I think we are finally getting close to having a very powerful CRM tool for our needs.

In sum:

What has really made it for us is the customer service and assistance provided by [SENSITIVE CONTENT HIDDEN]. She has been with us since the beginning and has SLAVED over our account to make sure things are working properly, and finds a solution to every need we have had. She has even been moved around internally within the company, but she still MAKES OUR DAY by continuing to manage our account. We honestly don't know what we would do without her. Whoever is her supervisor, GET THIS WONDERFUL WOMAN A RAISE! She is so smart and makes connections that blow our minds. One of the best collaborative problem solvers we have ever worked with.

Benefits:

They have a way to track multiple payments for one or multiple products.

Drawbacks:

When writing an email, if you need to go back to get some customer information or to read an earlier email, you have to go out of the email you're in and you lose what you wrote.

In sum:

This product helps us tract sales, potential sales, and customer interaction.

Benefits:

I like ease of use and the responsiveness of customer service. This is a great product for small to medium size companies.

Drawbacks:

I would like product to sync with Constant Contact.

In sum:

Keeping track of opportunities.

Benefits:

Customer support & initial training was very good, individualized, patient, and responsive, even before I had committed to purchase. More features than I use or need for my small start-up.

Drawbacks:

Search function is sometimes laborious; difficulty refining search parameters. Inability to delete contacts that are no longer needed.

Benefits:

I needed an easy but thorough way to keep track of all of my clients/our clients in our business. It gives me all the details I need when looking for what I need, who I need, and where I'm at in the sale process.

Drawbacks:

Sometimes when searching for contacts it will just take start searching when you type one letter and not let you finish the name so you have to redo it. And I wish there was a way to mass email like mail chimp but without having to purchase another software service.

In sum:

When selling ads, often you have to touch clients multiple times to make the sale, so I love that all my activity is documented so I can see who I still need to be contacting.

Benefits:

We liked how it worked as a process flow management tool. We looked at other tools, such as salesforce, and they were not easy to conceptually fit into our process. FreeAgent was able to flow records (projects) along multiple stages that added new data at each stage gate.

Drawbacks:

The charting and visualization leave a bit to be desired. Font sizes, spacing, overall aesthetic things could be improved.

In sum:

Great. I worked daily with [SENSITIVE CONTENT] and he was very responsive to our requests. We did not have a complete idea of the process flow when we started and he was able to get us started and roll with the punches as we evolved the process.

Benefits:

We have different teams working with manufacturers, distributors, vendors, and so on and this brings everything together and gets everyone on the same page. Each team has different processes and honestly some are less tech savvy than others, so having one easy to use and intuitive tool has been great.

Drawbacks:

I really like to get into the weeds on documentation and some areas could be a little more thorough, but even that's improved in the last few months. And if I still have questions, their customer support team is pretty awesome.

In sum:

Everything has been easy so far, which as a business owner, you can't ask for more. From working with sales, to on-boarding, to the product...it's been great.