Abigail D. Especialidade: Resolução de conflitos alternativa Número de funcionários: 51-200 funcionários
I have always loved working with Workbooks. All of their staff have never failed to be as helpful as they can be, and they are very quick to support us with any issues or queries that we may have. Their CRM package is very different to the kind of platform that a company like TDS would require but they have always helped us customize our databases so that we are able to support our products as best we can.
Support team, in particular, stand out as a team that provides star service whenever we need help, and I cannot praise them enough.
Workbooks is easy to use and intuitive. We have customised our databases heavily to support our products and this has only made Workbooks better for us as a company. It is largely a self-service platform and means that we have a lot more control of our data than we had with our previous provider.
I would like more information when I receive errors when creating reports, or a bit more content on the Knowledge Base about this so that I do not need to refer my queries to Support as often.
Rob S. Especialidade: Software Número de funcionários: 51-200 funcionários
The ability to move towards a single, powerful platform which streamlined business processes from marketing to sales and order processing and gave each area of the business full and powerful reporting.
Support: Workbooks have a very strong and capable support team which really helps outweigh any of the slightly frustrating areas of the CRM. They are very quick to respond via email and very few problems taking longer than a single phone call to resolve.
Capability / Flexibility: The system is extremely flexible. It allows a huge amount of different areas of the business to be logged, controlled and reported on. Some CRM systems can deal with lead tracking and customer tracking, but Workbooks very easily deals with this as well as all financial areas of the business sales orders, invoicing, purchasing and more.
`Single Platform: linked to its flexibility, Workbooks, with the introduction of the Web Insights and Email Marketing platforms is able to deal with a contact end to end, from warming a lead up, to delivering a product once they have become a customer and then their journey via support and account management.
Reporting: The reporting engine is so powerful that you can create virtually anything you can think of. I have only found one thing when creating reports that I wasn't able to do, even then it was a nice to have.
Once you understand how the platform works, it becomes an invaluable tool.
Capability / Flexibility: Although this is in the pros, it is not without its frustrations. The flexibility of the platform, in particular 'how' you make it fit what you need, also makes it difficult to understand. It is not immediately intuitive to customize and if you add modules after using it for some time, (like the advanced security) it can be extremely painful.
Some areas of the platform seem overly convoluted and often either need the help of their support team (who are excellent) or sometimes a consultant which comes at extra cost.
Reporting: Again, as the reporting engine is so powerful it creates its own downside due to being unintuitive and even with some understanding difficult to understand. You cannot simply open a new blank report and create even simple reporting without having some idea of the logic behind how it works. A number of other CRM's allow you create 'general' reports far easier due to a more simple interface but they lack the power.
I think there are areas where the platform could be easier to use and therefore create some frustrations but if you are aware that you need to have training and understanding in how the platform works first, you will have a versatile and powerful tool for your business.
Avaliador Verificado Especialidade: Software Número de funcionários: 11-50 funcionários
Integrated accounting and support systems. We can see if a company has an active contract before we provide support.
Everything is logged and whole team can login to see the status of the cases.
It allows us a company to run our business. We can track support cases and organisational contracts. Saas system means no server maintenance, upgrades take place at night so little downtime.
So many windows to click and wait for things to open. At times it can take minutes for windows to open. Its not built as a support system, so it's only logging the emails which are sent with categorisations. Contact their support team can be complex as they only allow 2 authorised contacts, so if your 2 colleagues happen to be off they won't answer your call.
Kelly H. Especialidade: Engenharia mecânica ou industrial Número de funcionários: 51-200 funcionários
With the Workbooks system we are able to capture the sales to order process and actively record this live data.Workbooks have a great support team who are always on hand to help and support our business when changes are required. This could be from a small field change through to a complete new pdf document.
Workbooks allows our company to capture data and record the sales progress of our enquires through to order. It also allows us to create marketing campaigns and be able to understand the response rate of our campaigns. The reporting aspect of the workbooks is also very powerful and they run as live data which enable us as a business to monitor growth and orders as and when the data is created in workbooks. As a cloud based system this system allows are external users to have access to the workbooks system no matter there location.
I would like more ability to be able to change layouts of PDF's so I can make changes as and when the business needs it.
Tim M. Especialidade: Editoras Número de funcionários: 51-200 funcionários
We were working across 6 databases (a separate one for each of our brands) and had no visibility of crossover. Workbooks has given us this capability as well as the business intelligence that connects an individual to their activity with our products. This means segmenting and targeting our marketing becomes easier and more effective.
The flexibility of Workbooks allows us to edit and format the system exactly as we want it
The system is easy to navigate and has helped us introduce a more standardised way of working across the business.
Integrating into GatorMail means that Workbooks becomes more powerful. We now have a true single customer view that includes all marketing contact as well as website activity of our members. From this information, we are able to automate marketing campaigns triggered by this intelligence.
The importing tool is good and fairly intuitive for simple tasks but there is a lot of data work that needs to be done beforehand.
Importing orders can be awkward and it takes a fair bit of trial and error to get the mapping of existing data to fit into the system correctly.
Reporting takes a bit of time to master but once you've done this, it becomes a key part of the systems everyday usage.