CRM Evaluation Checklist

A great CRM system serves as the key that unlocks superior customer experience by typing your business together. When you look closely at various solutions, you'll find important differences in features and functionality. This checklist will help you ask the right questions to narrow down your choice.

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CRM Evaluation Checklist

SugarCRM Dashlets Screenshot

CRM Core Features

Sales Automation

  • What built-in capabilities does this solution provide for sales acceleration?
  • Does the solution auto-populate records and forms?
  • Can it ensure that contact data is accurate?
  • How does the solution drive sales productivity? Can it automate the delivery of information about companies and influencers in its dashboards?

Lead Management

  • Does the solution come with functionality to automate prospect outreach and lead qualification?
  • What capabilities does it include for lead nurturing?

Case Management and Self-Service

  • Does the solution deliver a comprehensive customer record to call center agents that includes data from the sales department?
  • Does the solution automate call and email routing to support prioritization and reduce wait times?
CRM workflow on desktop

Other Features and Functionality

Workflow and Automation

  • Does the solution automate workflows?
  • Does the automation support the entire customer journey, from acquisition to advocacy?
  • Does the solution offer automated call logging?
  • What skills do we need to customize workflows?

Integration (Applications and Data Sources)

  • How does this solution integrate with applications and data sources?
  • What integration capabilities are built-in?

Usability / UX

  • Is the default user interface consumer-grade?
  • What work is involved in customizing an interface?
  • How consistent are the desktop and mobile interfaces?
  • Does the solution include offline mobile capabilities?

Relationship Intelligence

  • Will the solution help us to accelerate call preparation time by providing associates with all the customer contact and social network information they need with just a name and an email?
  • Will the solution enable us to spend less time on research and maintenance so that we can spend more time getting to know our customers?
Platform Requirements on desktop image

Platform Requirements

Customization and Extension Platform

  • How is the platform optimized for extensibility and customization?

Code Base / Source Code Access

  • Does the solution provide access to the full source code?
  • Is the code base consistent across all modules?
  • Is the solution written in a proprietary language?
  • What expertise and tools will we need to customize the solution?

Application Hosting

  • What are the options for hosting the application?
  • Can we choose where our data is stored?
  • Is there any charge for using local storage or a public cloud?
  • Is there a charge if we choose to relocate our data?

Single or Multi-Tenant Software

  • Do we have control of our own application version?
  • Do we schedule our own updates, or does the vendor set the migration schedule?
Security sign on laptop

Security and Compliance

  • Can this solution meet our data security and privacy requirements?
  • Does this solution enable us to meet our regulatory and compliance requirements?
  • Does this solution provide the governance tools we need?
Dollar sign on laptop

Pricing / Total Cost of Ownership (TCO)

  • What are the pricing models and levels?
  • Are there any upcharges, additional product charges, server license charges, or maintenance charges?
  • What other charges and fees might we incur over the lifetime of this solution?
  • Are there charges for usage above preset limits and for storage of files?
  • Are there charges for integrating applications and data sources?
  • Are there limits on API calls?
Sugar, Salesforce and Microsoft Customer Satisfaction graph

Vendor Requirements

  • What type of customer support is included with the solution? Do they offer extended, phone-based technical support packages?
  • Do they provide a knowledge base, case portal, or other online resources?
  • How broad/deep is their ecosystem? Are they part of a wider network of deployment partners?
  • Do they offer packaged connectors to critical features?
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SugarCRM starting from $40 per user per month

20+ Years of Happy Clients

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CRMs are Personal and Complicated

CRMs are personal and complicated. With every project and every issue we have had, I feel that we were treated fairly and professionally. On the occasional misunderstanding or miscommunication, there was no gotcha but a desire to solve the issue fairly. The expertise level is high. Very good and respectful service.

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There Will Be Issues!

I highly recommend W-Systems. We have a complex solution that integrates numerous different software application and databases. This requires several different team members at W-Systems for support. Their knowledge and ability to work together provide the timely support I need. I’m not surprised there are challenges and issues with the complex technology support I ask from them, what is surprising is they always keep it working. Thank you!

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Excellent Experience Implementing SugarCRM

W-Systems provided our not-for-profit with outstanding guidance and support to customize and implement SugarCRM to manage a complex network of activities, properties and partner relationships. The outcome was a clear, user-friendly system for our team resulting in professional reporting for our funders and senior leadership. W-Systems provides a project manager who is accountable and responsive throughout the process and provided resources for us to manage our system effectively.

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