Infor CRM vs. Kustomer

If you have a mobile workforce, it likely wouldn't be as appropriate (keep in mind we're using the desktop client, and have very limited experience with the web app). It is well suited if your business needs lots of custom processes- find a good vendor. We utilize SimpleSoft out of Ohio, and they have been excellent. Key question: think about where your business is going to be in 5-10 years, and will this CRM solution be able to grow with us?

Incentivized

It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.

Incentivized

• It has an improved interface which is fairly intuitive for end users.
• Available in both on-premise and in the cloud.
• Mobile is a particular strong point of the system and is blazing fast.
• Advanced Analytics is available which provides a suite of out-of-box BI tools.

Incentivized

• All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
• The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
• We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

Incentivized

• Speed - SalesLogix tends to operate rather clunky (could be my company's deployment) in that it hesistates for long periods between clicks and frequent lockups occur.
• User Interface - Difficult to read data at times, the UI is tired looking.
• Group View Creation - While a positive, the creation path is very technical for the average user to understand and almost must have programming language capability to complete.

Incentivized

• For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
• Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
• Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
• I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.

Incentivized

We have too much invested in customizations to walk away from it. Once again, the ability to customize Saleslogix is both a positive and negative attribute. Saleslogix is offering a cloud based solution so they recognize where the future is moving to. Unfortunately it is still an enormous amount of cost, training and functionality to move to that solution. At the time of this writing CustomerFX doesn't have a cloud solution for that quoting module our sales staff depend on. And if we move that direction we will have to pay again to get the cloud based modifications performed. We're on the hamster wheel of technology.

Because there's no other tool like Kustomer

Incentivized

It can be a bit slow at times. Its that refresh don't always need to refresh slowing down the user.

Incentivized

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.

Incentivized

Because Kustomer is available when you need it

Incentivized

Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Incentivized

We utilize the support of a local-ish vendor. SimpleSoft is their name. they are great, and very responsive

Incentivized

It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

It was very easy to understand.

Incentivized

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

We selected INFOR CRM over Salesforce simply because it was affordable and didn't have so many 'bells & whistles' that Salesforce has that we were not using. We didn't realize that the compatibility with upgrades were going to be such an issue.

Incentivized

I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.

Incentivized

Because customer is flexible and scalable

Incentivized

• We're launching a new project where we will be building a sales funnel, including sales metrics and KPIs, sales process, and reporting/dashboarding. This is going to be a huge shift in our thinking and how we manage our sales. I'm expecting a substantial ROI on this work.
• We've automated a lot of tasks that required attaching items to emails and duplicating work. For example, instead of attaching sample order picks to an email then sending it to our fulfillment group, we assign them the ticket. All communication is done via the ticket process. Once the order has been shipped, the UPS information is added to the ticket and it is assigned back to the original user for tracking. This has saved us so much time, not only in errors, but in missed orders and trying to get tracking information after the recipient has already not received their package.
• We really needed to build in functionality that would allow separation between the different types of teams (procurement, certification, sales, etc) that we've had all trying to use InforCRM vs investing in multiple platforms. This is our fault more than InforCRM, but again, being able to have different 'views' based on department and role would be a really nice improvement for the next update.

Incentivized

• We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
• Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.

Incentivized