#1 most frequent
United States of America
45.5%40 installations of 88
What is Workbooks?
Workbooks offers cloud-based CRM, marketing automation and business applications to the mid-market. Workbooks includes order management and fulfillment, invoicing, and supplier management. Workbooks aims to provide a single 360° view of customers, where the information is accessible anytime, anywhere.
Categories & Use Cases
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Screenshot of Activity Management
Top Performing Features
Opportunity management
Users can track deals and create quotes.
Category average: 8.1
Pipeline visualization
Users can visualize the entire sales pipeline to identify trends, determine the effectiveness of the sales funnel, and optimize.
Category average: 7.5
Customizable reports
Users can create reports and dashboards unique to their needs.
Category average: 7.7
Areas for Improvement
Social data
The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.
Category average: 6.6
Help desk management
This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.
Category average: 8.3
Mobile access
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Category average: 7.7
Who Buys & Uses Workbooks
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
36.4%32 installations of 88
#3 most frequent
Canada
5.7%5 installations of 88
User of workbooks for four years
Pros
- Order tracking
- APIs for invoicing scripts
- User management
Cons
- Can sometimes be slow
- Sometimes the amount of customisation available leads to it being very difficult to change things you created a few months/years ago
- The mobile offering is poor
Return on Investment
- Tracking of customers who are in active support or not has benefited the support team's time by not supporting non paying customers.
- Keeping track of why sales are won or lost has meant we can call upon times when new leads have the same characteristics as old wins/loses.
- Creating auto invoicing scripts has drastically cut the finance team's invoicing time.
Alternatives Considered
NetSuite CRM+
Other Software Used
Xero, Adobe eSign services, Trello
Workbooks - Excellent CRM software
Pros
- Great flexibility. The system is very flexible and you are able to setup reports and manage screens in the way you wish, adding custom fields and hiding any information deemed not important enough. user access levels can be used lock down various parts of the system
- Great support team and very helpful when doing our own custom integrations
- Excellent for lead management and reporting on opportunities that we can then pass onto the sales team
- Easy to use, the interface looks clean and modern and its simple to find your way around
Cons
- We use it for support but find it difficult to easily link support emails that arrive to organisations, it requires a lot of manual input to open/close a case
- The flexibility can be a hindrance as it can be difficult to work out exactly what you wish to see, especially in reports. Sometimes a simple report is all thats required but it provides a lot of information
- Can sometimes be a little slow and goes down from time to time but this is fairly rare
Return on Investment
- Allows us easy management of leads and clear visibility of opportunities for the sales team
- User levels allows us to lock down various parts of the system to only allow them to view or edit certain areas
- Allows us to manage customers in one piece of software and avoid having to use separate software for support, sales and operations
Workbooks is the engine that drives our business
Pros
- The Workbooks automated reporting works particularly well for us. We can send a weekly email to the sales team so they know exactly where they are against target.
- The Dashboard feature is particularly good in Workbooks, it means that we can see, at a glance, the status of our sales pipeline and who is performing, who is not and what business we are likely to close for the upcoming months and quarters.
- Being able to see key reports on login is also a really nice feature, it means that crucial information that can determine business decisions is displayed as soon as Workbooks is launched and we're forewarned at the start of the business day.
Cons
- I'd like to see the multi currency handled better. If I want to see a view that contains customer finance data from multiple regions, I can't see a total in GBP unless I create a report.
- We found it difficult to manage support cases in Workbooks and the support team has had to move to another platform. Maybe looking at what ZenDesk is doing would be a good next step here.
- I'd like to see a way of adding multiple contacts to a lead record. At the moment, every person has to have their own record as there's only space for one person and that means multiple records for one company.
Return on Investment
- I can only compare where we were before we had Workbooks and we really lacked automation which meant that we were spending valuable time doing things that could have been automated.
Alternatives Considered
SugarCRM
Other Software Used
Trello, GoToMeeting, GoToWebinar
Workbooks - bring the whole team together with clarity; consistency; and transparency
Pros
- Transparency regarding the stage that each of our projects are at.
- Excellent way of ensuring that each project has a current task against it, ensuring that someone within the team has control of the project.
- Great data accessibility as many of the team work in the field or from home.
- Excellent management reporting.
Cons
- Uploading images (that we insert into our quotes or risk assessments/method statements) could be better.
- Some kind of time sheet function would be great.
- More data space per user and a better indexing of the upload library.
Return on Investment
- The ability for all team members to be able to see where we are on a project has been very valuable.
- Having a consistent area for all of our compliance is good.
- It has really helped us to understand the profitability/ease of delivery of our products and services.
- Workbooks helps us to highlight strengths and weaknesses of our suppliers and of our clients/prospects.
Alternatives Considered
Base and Saleforce
Other Software Used
Sage 50 Accounting, Adobe Acrobat DC, Microsoft Office 365
Workbooks is a solid CRM!
Pros
- I can create views, which allow me to quickly access opportunities which require my attention.
- I can check the history of an account, including emails, support tickets and transactions.
- I can reassign leads and opportunities to other members.
- I can log in from any device.
Cons
- Searching for names can be slow.
- Workbooks is a complex system and can take a little while to master.
- Managing multiple user types can be tricky to get the right security access.
Return on Investment
- Our team is better managed and performing better as a result.
- Customers have also seen an improvement in customer support as cases are logged and tracked.
Alternatives Considered
SugarCRM
Other Software Used
GoToMeeting, Expensify, Trello, TeamViewer, WordPress
