Running head: AGILE CRM FEATURES AND FUNCTIONALITIES

Agile CRM Features and Functionalities

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Introduction

Agile CRM provides numerous beneficial features which makes the tool among the best for

customer relationship management and process management tool for the business. The tool

provides Sales functionality for smarter sale as well as marketing functionality for optimum

interaction with clients. Agile CRM provides numerous features at a cheaper price (Kankkonen,

2018).   You'll rarely lose a lead while using Agile CRM. From web popups to user tracking,

email marketing automation to sales gamification, among others are all-on-one CRM containing

everything that the SMB requires to thrive. Agile succeeds with its importance, particularly with

the free edition for small companies.

The Agile CRM vendor gives a pretty remarkable discount for buying Agile. This makes it

reasonably cheap relative to other CRM applications. Agile CRM acts as a customer relationship

management tool providing an all-in-one automation tools and focuses in tracking, marketing,

sales and providing support services. Furthermore, the tool provides web analytics, help desk

services, two-way emails, telephony as some of the many features of this easy-to-use software-

platform. Some of the agile CRM recommended must-have features suitable for providing IT

desk support services include:

360 degrees Contact View

This feature will provide the IT support team with all customer’s contacts compiled in one place

which is accessible by everyone and the contact data is update in real-time. In addition, the IT

desk support team will be able to establish a deep knowledge of clients and opportunities,

including their preferences, attitudes, brand experiences, and more (Agile CRM, n.d. a). The

whole team gets access to comprehensive contact histories through Agile CRM's extremely
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personal contact management platform that lets the team to better connect with the clients and

keep them connected with the product over a lengthy period.

CRM Telephony

The feature will aid the support team in escalating customer interaction to another level by

providing excellent telephony capabilities and third party integration. This functionality will aid

the support team to call buyers or targets with a single tap from the Agile CRM interface (Agile

CRM, n.d. a). To handle plugins, a virtual dial pad will provide support to the team. Before, after

and during calls, the IT service team can view caller information and customer histories.

Furthermore, the feature will aid in inserting call comments to help the team keep track of

previous contacts and sort archived calls during the chat afterwards. Via this feature the team

will be able to record crucial calls so that the customers don't miss out on vital details. The team

is able to access them and play them back whenever appropriate in a 360-degree touch view.

Finally, the team will find out all the users' calls in real-time call logs which helps the team to

stay on track and keep the staff accountable.

CRM Reporting

With numerical statistics and insightful reporting, agile CRM ensures the IT support team enjoys

full insight into the analyzed data. With graphical metrics and efficient reporting, the team is able

to experience full insight into the performances. Agile CRM’s reporting powers go beyond

the traditional CRM reporting, by providing drill down metrics with cohort analysis, conversion

reports, advanced analytics and more (Agile CRM, n.d. a). By utilizing the parameters the team

choose, team members are able to build their own personalized reports to slice, dice and display

the details in just the way they would prefer. Furthermore, the team can schedule any study to
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run at a fixed time automatically and get the reports sent to their individual inbox account. The

support desk team can schedule a regular report to execute at a fixed time and each time it is

completed; it will be sent to the support team.

Online Appointment Scheduling Software

This functionality will be vital to the IT desk support team since it will aid them in putting the

calendar online and letting the leads schedule appointments. In order to get back to work, online

appointment making feature removes the back-and-forth of old-school sales planning. The pain

of writing long and elaborate e-mails to arrange appointments is eliminated. This feature is more

liberating than the normal email correspondence when it comes to cancellation. This   feature -

appointment scheduling is the solution to all such issues aforementioned which agile CRM

provides. Furthermore, the team will be able to develop a personal schedule page, placed on

the website in appointment planner, and can be able to include calendar links in individual emails

and digital marketing promotions, and let you get the hottest leads. more so, this feature will

facilitate the clients to arrange appointments from a list of open time slots and dates on the

schedules that the team have marked as 'events' (Agile CRM, n.d. a).

The appointment scheduling features aids the IT support team to quickly connect activities to the

Agile or Google calendars and to keep aware of available and booked appointments.

Furthermore, this features gives customers the appointment scheduling contact and invite them to

choose a date and time that suits them. The IT desk team will pull data from a touch of a button

so that the arranged meetings can be maintained by the sales or support staff. This is another

outstanding feature of the feature. For a client who books a new appointment, the feature

generates a new contact log in the CRM automatically. The online appointment calendar can be
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conveniently shared on your website, app or blog. This gets the team to be ready for the hottest

leads for more consultations. 

Additional features and functions, from other SaaS and non-SaaS solutions

The following features and functions are from other SaaS and non-SaaS solutions which are

nice-to-have but are not absolutely required for the current system.
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HelpSpot

HelpSpot is a simple, intuitive help desk tool and support ticket system developed by UserSpace

Inc. The tool was developed in efforts to support organizations cope with customer service

needs. It is a robust business tool that streamlines the process to track customers and brands so as

to enable businesses deliver on time, accurately, and all-inclusive customer service. The

following features of HelpSpot are nice-to-have but are not absolutely required for the current

system.

Filter management

The 'Filter Management' screen is available under Admin System. From here, administrators

can display any filter in the system. In addition, you can see who built it and the filters'

computational efficiency as well (HelpSpot, 2015) This helps you to recognize badly specified

filters that can delay response time or clean up obsolete filters for the configuration.

Grouping Inside Filters

Filters are, by nature, lists of demands that fit a particular parameter. Although having multiple

filters for different categories or segments, having the requests clustered under a single filter is

often helpful. Again, you'll find 'Community Requests from the 'options' filter tab (HelpSpot,

2015). All is possible from who is allocated to the group or to multiple date/time choices. Once

picked, all requests in the filter are first grouped by that region.

Responses are typically used by help desk agents in typing answers as a time saving technique. 

Responses provide one to set a custom field value from the several choices.    You can have your

reply do it for you. It saves you a move and can also be used concurrently with several custom

fields to make answering questions simpler and easier.

Cost

Based on the above must-have features, the business will need to choose the Starter plan that

goes as low as $8.99. This plan provides the following features:

Up to 3 agents Free

Up to 5 agents S599
Up to 10 agents S999
Up to 25 agents S1999
Up to 50 agents S3999
Up to 75 agents S6999
Up to 100 agents S9999
Up to 150 agents S12.999
Up to 250 agents S15.999
Up to 500 agents S19.999
Up to 1000 agents S34.999
Up to 2000 agents S59.999

Associated Risks

 To encourage the team to easily insert code into your email, the email builder really

requires an open HTML portion.

 The total number of contacts above 10000 is not easy to see.

 More help papers on their platform would make it easier to use the function of the

campaign.

 The tool is a little kludgy in the reporting. You can't quickly screen all reports, and

one needs to update to access Action Reports.

 In comparison to Zend Desk and Zoho Desk, ticketing sounds awful

 The framework would not submit any more emails to that lead if a lead is labelled as

"hard bounce", implying that a sent email bounced. Deleting the lead and inserting it

again is the best way to remedy this. This results in the leadership losing all history.
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Reference

Agile CRM. (n.d. a). Sales & Marketing CRM. https://www.agilecrm.com/features

Agile CRM. (n.d. b). Plans and Pricing. https://www.agilecrm.com/pricings.

HelpSpot. (2015). 7 Things You Didn't Know HelpSpot Can Do.

https://www.helpspot.com/blog/7-things-you-didnt-know-helpspot-can-do

Kankkonen, J. (2018). CRM SaaS Pricing Strategies for International Expansion.