Insightly isn't the easiest customer relationship management (CRM) platform to use, but it certainly isn't difficult. Setup is as simple as it gets, because the program walks you through performing tasks, adding contacts and more. However, delving deeper into the CRM software leads to a bit of confusion and the realization that there are some vital features missing.
Much like the bigger names in CRM, Insightly offers more than the basic features of email integration and file sharing. You can customize data fields, your dashboard and reports, which allows you to extract the exact data you need.
Workflow automation and lead assignment is included only with the two top-tier subscription plans, so you'll need to upgrade to one of those plans to automatically assign projects or tasks to employees. With each bump up the subscription ladder, though, you get an increase in data storage, customization limits and emails you can send.
Insightly is missing a couple of functions that could be replaced with integration, but many CRMs have them on board. You can't make calls through the application, and there's no way built-in case management to track customer and employee interactions easily without a third-party app.
Insightly allows you to track transactions, however. You have a timeline, of sorts, for products or services as the project or client moves through the process or pipeline. Also, you can create an inventory of those products or services, which keeps all employees on the same page with what your business offers. However, you cannot create invoices through Insightly.
Although Insightly doesn't offer native employee-tracking tools, it integrates with apps made specifically for time tracking and productivity. You can add a third-party app for a centralized calendar, or you can use the included one to keep track of every event employees have on their schedules.
Support is a bit lackluster for Insightly customers. Every paid subscription gets access to support, but it's by email only. Those who pay for enterprise-level subscriptions get access to a dedicated specialist, but even the pro-level subscribers only get priority email support. Thankfully, Insightly offers FAQs, articles, videos and webinars, guides and a blog full of information, advice and troubleshooting tips to help.
Insightly CRM is a good choice for Mac users who are self-starters, because you aren't going to get much support from the staff at Insightly. There's a bit of hand-holding when you get started, but after that, you'll have to search for answers to your questions on Insightly's support page, or wait for an email response.
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