Are you a business owner who is confused about all the different CRM software available? Are you confused about which CRM tool will best work for your business? Don’t worry, you’re in the right place. After reading this article, we’ll answer those questions, and help you make the right choice for your business.
A client relationship management (CRM) system is intelligent software that records your clients’ contact data, and tracks the communication of that relationship with phone conversations, email threads, and etc.
Here are the top 5 Australian CRM systems based on the above factors, and also considering the factors such as price, customer support, usability and customer reviews.
With its office located in Australia, you are guaranteed immediate 24/7 technical support with few delays. Whether you prefer to ask a questions online, over the phone, or visit the office directly, this vendor provides you with support however you need it, whenever you need it. Being a cloud based solution, bpm’online is software that can provide your business the flexibility it needs. Their extremely high standards of customer support really makes this tool shine even brighter. Bpm’online is perfectly set up to ensure your business runs efficiently regardless of your business size. Moreover, its interface may be the most user-friendly of any CRM system available. The intuitiveness of the interface makes it very easy and enjoyable to work with. Most users can learn its functions with ease, and start using the application right away.
Bpm’online offers a free trial version, which allows you to get familiar with the CRM interface, and will help you decide if it is the right one for you.
Some of the features include:
- Management of customer data and data enrichment through social media
- Lead Management with import to/from MS Excel
- Tools to manage tasks and calendar, which can be synced with MS Outlook, Google Calendar and other popular scheduling tools
- Document management (compatibility with MS Word)
- Online library for knowledge management
- Planning of budget, tracking responses, and estimating ROI
- Analytics with live dashboards, reports and diagrams
- iOS and Android support
This customizable CRM interface provides support for both large and small businesses, and is recommended for businesses that already had\ prior experience with a CRM tool. Despite not having an office in Australia, Zoho still provides support to Australian users. The company is quite active from a developmental standpoint, so new features for the enterprise version are introduced regularly. This can be viewed as a big plus in the long-run, yet it can be definitely frustrating when new training is required for employees to learn.
It has a functionally rich service with a calendar, organizer, repository, document editors, reports, forum, messenger, wiki, meeting scheduler, time tracker (a convenient system for working together in real time) integrated with other Zoho services, and the ability to Import files from MS Project.
The configuration process is simple, and integration with Google Apps is a big plus since you’re able to synchronize your emails, and see them in the CRM tool. This software also ensures you’re efficient at organizing your team, and easily assigning a specific task to each person. For an additional fee, you may also obtain access to the Zoho mobile app (which is unfortunately is not free).
The features of this software include:
- Automation of the sales force
- Customer support
- Management of inventory
- CRM analytics
- Management of workflow
- Role-based security
- Third-party integration developer API
- Integration with Outlook and MS Office
- Document library
- Dashboards and reports
- Workflow approval processes
- Custom modules
- Multiple currencies
There are some bonus features as well:
- Dedicated database cluster
- Priority support
- Advanced customization
- Advanced CRM analytics
- Enhanced storage
The software has a feature that easily allows you to navigate and customize fields. This application completely integrates with Gmail and other Google applications, and offers consistent information exchange among all the applications. The Gmail synchronization gives you an ability to have access to all your contacts and messages straight from the CRM. This gives access to all the important contact information on the organization: telephone number, occupation title along with all collaboration history, and related records and notes.
- Automated meeting log
- Customizable layout
- Integration with Gmail
- Visualization of the sales pipeline
- Filters for custom pipeline
- Smart alerts
- iOS and Android app
- Over 300 3rd party integrations
Really Simple Systems
UK’s largest CRM vendor finally announced the opening of a new office in Sydney, Australia. This cloud-based CRM system is designed for small and medium sized companies. This software is available in free and paid editions. If you decide to go with the free edition, you will only get the sales force automation feature (SFA), whereas the paid edition offers more tools for managing marketing and customer support.
The features include:
- Opportunity (sales and pipeline) management
- Integrated marketing module
- Customizable fields
- Module for service and support
- Email marketing integration
- Instant free customer support
- Scalable pricing structure
- Simple and advanced marketing options
- Listing and forecast reporting
- 100% secure data
This is the best CRM interface when it comes to managing sales pipelines. It has partners in Australia, but does not have an office; however, the user interface is impressively smooth. The developers clearly had a goal in mind to ensure that only few clicks would be required to complete an action, and not confuse the user. Adequate commercial policy, logical and functional updates, active support, and lightning fast feedback are the main attractive features of Pipedrive. Many people do complain that the “reporting” feature is excessively basic. The mobile version cannot save pictures or log text messages when sent through the system.
A wide array of features are as follows:
- View of sales pipeline
- History of contracts
- Full customization
- Roles and organization hierarchy
- Multi-lingual customization
- Customer support is 24/7
- Reporting and goal setting
- Google Calendar and integration of contacts
- Mobile applications
- Strong API
This tool has partners in Australia. Many organizations worldwide use Bitrix24, which applies modern technologies to automate business processes. Accessibility to Cloud service is also a big plus.
Good functionality, convenient management, the possibility of self-customization, a catalog of ready-made templates, a large partner network, and an overall decent technical support system.
This tool does have some drawbacks: the cost of licenses, the need for an annual license renewal, high hosting requirements, high cost of specialists, and highly complex documentation requirements are legitimate concerns that should be considered before using.
Current key features:
- Free Trial Version (30-days for both standard and professional versions)
- Mobile Friendly
- Lead capturing through web forms
- Mass import/export
- Accounting of all potential customers and preferences of your regular customers (Bitrix24.CRM)
- Tracking orders, commercial offers, payments (transactions in CRM, funnel sales)
- Convenient tools for communication with customers (Virtual PBX)
- Automation of work of managers (business processes, robots)
- Control (Tasks and Reports) and Planning (Calendars)
- Access from anywhere in the world (Mobile application)
A few aspects of this software definitely need some major work, in particular they include:
- Better reporting options.
- Easier integration with other services.
- Ability to be used on Windows phone.
- Only a few apps are available in the marketplace, and they don’t add value to the app.
- Support in other languages, not just in English.
- Intuitive UI and better UX.
So how do you choose the best CRM system if you live in Australia?
Since you are residing in Australia, it is a good idea to choose a CRM tool which has its office located fairly close to you.
Before evaluating CRM vendors, definitely ask yourself these questions:
- Why invest in a CRM?
- What operational business challenges require to be solved?
- What processes are lacking that should be implemented?
- What is the available amount of customer information?
- How many people are expected to use the CRM?
- What is the budget that can be spent?
- What other software is there that the CRM should integrate with?
Ideally, you want a CRM tool that is going to feel like a “walk in the park” when you use it. You will have numerous team members using the software, and it’s best when everyone can proficiently learn to use the tool with ease. And, it should also be a fun experience. Simplicity should always be combined with functionality, it is not a good idea to get a CRM solution that sacrifices one thing for the other.
According to SoftwareAdvice.com, small businesses often overestimate the level of functionality they need. You’ll have to invest more in setup and customization if you choose a more complex system; it’s highly unnecessary if your needs can be addressed using the most basic CRM system. It’s much better to begin with a simpler CRM, and then move to a more expansive solution. For that reason, bpm’online might just be your best choice since it’s user-friendly, and can provide you with a frustration-free experience. Definitely give the trial version a shot, if you happen to hate it (very unlikely), you won’t lose a single penny.
Bpm’online is highly recommended because it strongly outperforms the competition in all aspects, and is continuing to gain momentum on the market. It is worth mentioning that recently the 2017 Technology ROI award went to the Quint Wellington Redwood Group for the implementation of bpm’online with a ROI of 1,566%.
Trying out multiple software is important to ensure you choose the most efficient tool for your company. If you possess the resources for training your staff members and customizing the software by your own initiative, after a while this whole process will pay off. Often times smaller teams don’t have the luxury to invest money in expensive software; the best case scenario is a working tool that will be up and running 100% by the next day after purchasing. Read the help booklet and get a feel of how difficult it would be to set up the new software. Using the free trial will also be beneficial in experimenting with the key features. Observe how supportive the new software is, and whether or not it creates more work than necessary. Monitor how often you need to reach out to customer support, and jot down the question(s) you have about specific feature for future reference.