So, you are in the market for a CRM that suits BPO.
Ideal, because in this article we have our compilation list for our top picks, and we compare the features and pricing for you.
If you just want the best choice, we’ve added that right at the top of the article as this was what is most requested by our customers. So, that’ll be the “can’t go wrong” option.
Otherwise, feel free to explore all the options we’ve reviewed on the market to find something that might fit you a little better.
Enjoy the list!
What is the #1 Best CRM To Use?
In short, It's Capsule.
It's very well rounded, well priced, feature-rich with a large community of support and a very top-notch set of tutorials for every use case. You can't go wrong with Capsule.
Capsule is a user-friendly CRM platform that provides advanced solutions with its robust marketing tools. It allows larger companies with complex workflows to perform efficiently and produce nifty results. Capsule has you covered for your: Service, Sales, CMS, Operations, and Marketing needs.
For more details, read our Capsule Review.
The best CRM specifically for BPO
As a BPO, you have to handle phone calls and manage lead inquiries for other businesses, making client management a crucial aspect. A CRM that allows you to transfer calls to representatives in real-time and provides relevant tools to maintain efficient engagement with businesses will be the perfect fit for this category. Have a look at the products below to choose the best CRM for BPO:
1. Zoho CRM
Zoho CRM is a tool quite similar to Salesforce, integrated by different tools and functionalities that you can use according to the needs of your company. It has a number of free options and paid PRO versions, which you can evaluate according to your needs. One of its great advantages is that it can be integrated with a multitude of other tools that are not necessarily complementary to its use.
Zoho CRM Features
Zoho CRM is a robust software that fulfills all your business requirements, from closing the deal and managing company data to collaborating with your colleagues. It provides CRM solutions according to the niche and size of your organization for an ideal sales experience which makes it one of the most coveted CRM tools in the market. Zoho CRM thrives in solving unique business scenarios with a quick turnout time and produces compelling results.
Here’s a wide range of features offered by Zoho CRM:
- Canvas design studio: Every business has different requirements, so it's weird why you should not be able to personalize your software experience. Zoho CRM allows users to makeover their homepage, tabs and menu bar with Canvas design studio. You can add aesthetic background to your CRM software and work efficiently by placing the frequently accessed; tabs on your homepage.
- Journey orchestration: Zoho CRM allows users; to create flowcharts that will determine the next step in the customer journey depending upon the response. Zoho Command Centre provides a unique interactive experience to potential clients and existing customers by analyzing the customer’s intentions.
- Omnichannel: Zoho CRM integrates all of your communications sources in one platform and smoothens proceedings with incoming leads. Moreover, you can hold web conferencing, set up service portals and live chat, collaborate with colleagues, and get real-time updates within the Omnichannel.
- Sales Enablement: Zoho CRM provides surfeit options for sales tools and lets you conduct every sales-related activity with comfort. It increases visibility into the client interactions and empowers your business portal by constantly adhering to the pre-entered commands. You can prioritize specific leads, get alerts regarding opportunities and build up a document library to assist the sales rep in negotiations.
- Performance management: Zoho CRM allows you to set targets for your employees to provide added motivation and track their performance with the SPM tool. You can also classify clients according to region, budget, and services required. Moreover, it lets you deal with multiple currencies and see exchange rates that can bolster your business.
- Developer platform: Zoho CRM’s developer platform helps you make custom solutions; for your business needs without much coding. You can integrate and unify your data from various applications, create automation, and run deluge codes to configure the CRM. It’s a perfect platform to help your developers get familiar with CRM services and build exciting products.
Zoho CRM Pricing
Zoho CRM offers subscription plans for every business, whether small, medium, or large.
The " Standard" plan is priced: at ₹1300/month/user. It offers custom dashboards, multiple pipelines, and 1 canvas design creation.
The "Professional" plan is priced: at ₹2100/month/user. It offers SalesSignals, validation rules, and inventory management.
The "Enterprise" plan is priced: at ₹3000/month/user. It offers CommandCenter, a Multi-user portal, and advanced customization.
The "Ultimate" plan is priced: at ₹3200/month/user. It offers Enhanced feature limits, Zoho Analytics, and 25 customizable canvas designs.
Small businesses can opt for “Bigin” by Zoho, priced at ₹550/month/user.
There’s also a free edition of Zoho CRM which offers essential management tools.
Bitrix24 is a free CRM full of customer management tools, support and marketing automation features. Available in the cloud and locally, for mobile devices and desktops. Includes all essential tools: sales funnels, channel management, sales reporting, 360 degree customer view, repeat sales support and sales automation.
In addition, it comes with dozens of available integrations, and you can also create your own applications using its REST API.
In the corporate world, most of the marketing-related work is done collectively, and using different software for each task can be costly as well as inefficient. Bitrix24 offers all necessary tools for businesses within a single platform and makes it easier to collaborate with your team members. Bitrix24 has its virtual ecosystem where you can tackle every task with ease on an interface.
Here are some exclusive features of Bitrix24:
- Activity stream: It is the most happening place inside the Bitrix24 and is a perfect tool for communicating the project details with your employees. Think of it as a social media platform; where you can post project updates, create polls, follow relevant tags, and comment on posts.
- Virtual workspace: It is a great collaborative tool that helps you connect with the employees through video conferencing. Each call can have up to 48 members, and you can invite participants who don’t use Bitrix24. Moreover, you can track each employee’s work hours and progress through a Virtual workspace.
- Project Management: Bitrix24 offers the ability to create workgroups based on projects and assign tasks in several ways. You can approach each project differently, sort them according to the deadlines, and cumulate reports.
- Bitrix24.Drive: You can use the virtual drive inside the Bitrix24 to keep all your business-related files organized inside the system. Moreover, you can decide who gets access to each file and create new documents.
- CRM Space: It is your one-stop for all sales and marketing-related activities. You can customize the existing process templates or create a new one with the “Smart Process automation” without programming. CRM Space is designed: specifically to help you organize leads and lucidly automate processes.
- Sales Intelligence: Here, you can manage the traffic sources and see the ROI for each platform. It’s a perfect tool to assess your marketing strategy and see which sources generate more traffic. Users can connect their business website and get information on every lead through Sales Intelligence.
- Bitrix24.Sites: Bitrix24 has an inbuilt website creation tool that is easy to access and offers several templates to choose from. You can browse through the layouts according to your business niche or use an empty template to design a website from scratch.
- Marketing Campaigns: Bitrix24 allows you to target a specific audience through social media, Phone and E-mail. CRM marketing tool will identify genuine clients and help you connect with potential customers.
Bitrix24 currently offers 4 pricing options for users interested in getting the most out of CRM services.
The “Free” plan is best for the new users who want to get accustomed to CRM software and costs absolutely nothing.
The “Basic” plan is priced at €49/month and offers customer support service along with some simple collaboration tools.
The “Standard” plan offers advanced collaboration tools and an increase in user capacity. It is priced: at €99/month.
The “Professional” plan is worth €199/month and unlocks all features of Bitrix24. You can add unlimited users, which makes it suitable for established businesses.
The specialization, and the detail that makes it peculiar, of amoCRM is the messaging. Thanks to its technology it adds a complete set of messaging applications to its arsenal, allowing it to respond quickly to potential customers and generate more sales. You can identify the progress of each potential customer, get a preview of the task status and get an overview of the overall sales status. It also has a mobile app.
amoCRM stores contact information regarding potential customers and leads, allowing businesses to increase their clientele base. It offers a plethora of options to simplify the tasks related to sales and marketing; while also providing analytical tools to keep track of every lead.
Here’s a list of features that you can use inside amoCRM:
- Pipeline: It allows you to arrange leads based on how advanced the negotiations are. Whenever you create a new lead, it gets added to the "Initial Contact" section and can be moved; to further stages later on. Also, you can use the Digital pipeline to add lead sources like messaging applications, Email addresses, and Web forms, which will automatically move any inquires on the added source to the "Incoming Leads" section.
- Salesbot: It gives an automated response to all inquiries and is customizable so you can pre-enter the instructions. Salesbot is a great tool to engage with potential customers during off-hours and is accessible in every section of the Pipeline.
- Analytics: It provides a detailed assessment of all sales leads with an option to filter out the results you don’t want to see. You can check the Win-Loss record of every sales rep and generate client reports with the advanced filter options. Moreover, you can see what happens to negotiations at various stages and get a detailed analysis, which forecasts your future sales.
- Digital Pipeline: It saves you the trouble of cold-calling by automatically nurturing the client towards making a purchase and keeps you in touch with the latest advancements. You can add automated actions such as email responses or social media advertisements to every stage and set a reminder to call the client if the negotiations move swiftly.
- WebForms: You can create web forms on amoCRM without any programming knowledge and customize every detail; as per your company's requirements. This webform will integrate amoCRM with your website and move every submission to the "Incoming leads" section.
- Business Card Scanner: It's a great tool to automatically add client information to the leads: from business cards. All you need to do is click an image of the card, and the system will automatically add it to the "Leads" section after recognizing it.
- Collaboration: Some of your business partners or employees may not use amoCRM, so for such instances, you can communicate through Lead cards by sending mail. The receiver will get a link that redirects to the lead card and gives access to the amoCRM.
amoCRM has 3 pricing options available depending on your requirements: Base Plan, Advanced Plan and Enterprise Plan. The Base plan offers intrinsic features and is priced: at $15 per month; The Advanced subscription is worth $25 per month and offers added benefits like widget creation, whereas The Enterprise Plan allows you to use amoCRM to its maximum capabilities: and is worth $45 per month. All these prices are applicable only for a subscription period of 6 months or longer.
The Monday software is extremely simple, with pre-defined templates for all kinds of situations, allowing you to start with the one that suits you best. It also gives you the ability to use the columns to display all the information you need at any given time. Monitoring the time for each task, keeping track of who is in charge of what, marking locations, adding text, numbers, links, and much more.
Monday integrates client emails, collects leads with forms, and refines marketing campaigns through scrupulous analysis that greatly enhances your relationship with clients and creates more business opportunities. It’s an easy-to-use platform that simplifies organizational tasks for sales and marketing teams.
Here are some features that make Monday a unique CRM:
- Software development: Monday provides templates to help your technical team quickly organize tasks, find bugs and improve iterations. You can add indicators to let the team know what you are working on and analyze the resource allocation. Every project has a specific ID that can be used; to track it among other tasks. Clients will automatically be alerted once the error is solved to reduce downtime and keep customers updated.
- HR structuring: Monday lets users manage recruiting process and track employee progression through its HR tools such as Applicant Tracker, Employee Engagement, Attendance Tracker, Recruitment Tracker, and Vacation Tracker. You can boost the team spirit of your employees by creating specific goals and giving constructive feedback on their work.
- Inventory Management: Businesses can record product and asset details while setting automation to get regular updates about sales and inquiries. You can create new templates to match the company's requirements and integrate Monday with other applications to make the tasks easier. Moreover, Monday generates a unique QR code for each product so your clients can coherently buy the inventory.
- Marketing and Creative attributes: Monday can bridge the gap between creative thinking and marketing strategies by merging them into a single platform. You can create visualizations on campaign effects, share ideas and create personalized operations to make information accessible for employees.
- Sales operations: Monday offers CRM customization to make the leads attainable and manage all opportunity stages at a single interface. You can see the combined effect of marketing and sales campaigns to make adjustments accordingly. Moreover, businesses can centralize the available data for ease of use and synchronization of operations.
- IT workspace: You can add educational content for new recruitments to learn skills faster and ensure quality work. Monday lets you set access permissions for tasks and strictly follows security protocols to prevent cyber attacks on your CRM database. You can integrate IT tools and put technical work in order on Monday.
Monday CRM offers 4 pricing options depending upon your business size and requirements.
"Individual" plan is free of cost and lets users record work-related activities.
“Basic” plan is priced at $10/month for a single user and offers 5GB storage along with customer support.
“Standard” plan is worth $12/month for a single user and offers additional collaboration tools.
“Pro” subscription costs $20/month for an individual and offers chart view along with time tracking.
“Enterprise” plan is made specifically for large businesses and includes quality security features. You can contact support to get a quote on the "Enterprise" package.
Another highlight is SugarCRM, with clients such as IBM, Audi or Zurich, which has a simple user interface and an intuitive personalisation platform, and has two types of CRM adapted to each user: a CRM for SMEs and a business CRM for large companies or multinationals.
Here are some unparalleled features offered by SugarCRM:
- Sugar Market: SugarCRM provides an all-in-one marketing automation tool that automatically prioritizes incoming leads based on client engagement. It also recognizes repetitive tasks and avoids them to ensure maximum work is done: in minimal time.
- Revenue Generation: SugarCRM generates revenue for each marketing campaign to let you know where your funds are being used and whether they are yielding desired results.
- Google Ads integration: Users can access Google Ads management tools within the Sugar Market and create shrewd campaigns to target a new clientele base while maintaining the stronghold over existing customers.
- Ease of Use: SugarCRM is exceedingly easy to customize because of multi-API accessibility. Users can switch from their existing CRM service to SugarCRM by connecting the API's, which leads to a high adoption rate. It allows users to personalize the menu bar and homepage for quick response to the incoming queries.
- Asset Library: SugarCRM simplifies the process of uploading, managing and storing assets to leverage within the emails, business website and other marketing documentation with the asset library. It supports various file types like images, documents, audios, gifs and CSS. Users can integrate SugarCRM with other content management systems with pre-built templates to get a more robust library.
- Sales Automation: SugarCRM’s sales tool offers accurate predictions on the possibility of closing a deal with its AI-powered tools. You can change your marketing patterns and sales process accordingly to attract more clients. Moreover, SugarCRM also provides automated operations to follow-up on potential customers during off-hours till a sales rep is assigned; to the task. You can use SugarBPM to review price quotations by comparing your services to other businesses and getting a fair evaluation of your product.
- Customer support platform: SugarCRM enables businesses to emphasize customer complaints and rectify the situation quickly. It provides a knowledge-based platform: that can be customized to help clients solve minor problems themselves. SugarCRM’s service platform automatically assigns cases to the most qualified representative by analyzing past work.
SugarCRM offers 4 pricing options depending upon the products you pick.
The “Sugar Market” marketing tool is priced at $1000/month and can be accessed; by unlimited users.
The “Sugar Sell” sales automation tool is priced at $80/month/user and offers 60 GB storage along with phone support.
The “Sugar Serve” customer service tool is priced at $80/month/user and helps you smoothly assist clients.
The “Sugar Enterprise” offers a generalized subscription plan and is priced; at $85/month/user. It offers SQL-based reporting and SugarBPM.
The “Sugar Professional” plan is priced at $52/month/user and offers a CRM solution for small businesses.
Why use a CRM at all?
Business management is crucial for every organization to maintain profitability and scalability. Having a dedicated system; to efficiently handle your operations and empower the sales team can help you close more deals and increase your clientele base.
CRM provides automation plus AI capabilities for your sales representatives to process leads effectively. It provides relevant interaction history and customer data to help your salespersons during negotiations. With a CRM, you can easily maintain coordination between your departments and transform your business' functioning.
Why should BPO's use a CRM?
BPO's are centralized offices used to receive or transmit a large volume of requests over the call. They don't have their products or services and provide calling support for other businesses.
BPO's provide customer support over and route the valuable information from businesses to the calling clients. You have to deal with variable requests related to different business areas and connect calls to the relevant support executives to provide a quick resolution.
CRM enables your BPO or calls centre; to efficiently manage customer requests and provide personalized support. You can stay in contact with the relevant businesses to forward the issue and immediately get back to the calling client with a solution.
CRM provides a unified database to store all customer interactions and utilize them in future with similar cases. It helps you identify your customer base and engage with new business leads to generate more business opportunities.
With a CRM, you can quickly route calls to the relevant teams within your BPO and also assess the support representative's performance to assign them suitable tasks in future.
CRM for BPO, A Summary
BPO's manage call support for other businesses, meaning they have to deal with an inflow of queries and maintain efficient engagement. CRM allows BPO's to segment calls according to the business organization and uses customer data to provide a satisfactory solution.
Zoho CRM allows users to handle calls and engage with business clients within a single platform. It is our suggested pick for a CRM that suits BPO's. Visit the website to get started.