Brett Calloway
CRM Strategist · 11-50
1 review written · 4.0 average
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Reviews by Brett Calloway
★★★★★
Reliability is the thing I think about first when I'm vetting any CRM for client work. Two years of running Zoho CRM across multiple client accounts, and I can count meaningful downtime incidents on one hand with fingers to spare. That track record matters more than almost anything else when you're an agency and a system outage doesn't just affect your own team, it affects your clients' sales pipelines and their customers. Zoho's infrastructure has held up in a way that earns genuine trust, not just tolerance.
The bug history is where it gets interesting. I've noticed Zoho pushes updates frequently, which mostly means things get better quickly. Occasionally, though, a patch would introduce a small quirk in the workflow automation rules or a filter that stopped behaving as expected after an update. Nothing catastrophic, and they tend to fix it within days. But if you're managing custom workflows for clients who notice everything, those small blips require an explanation email you'd rather not have to write. Customer service has been responsive when I've flagged these, though the first-tier support sometimes needs a nudge before escalating to someone who actually owns the technical side.
For what you pay, the stability you get is genuinely hard to beat at this price tier. The analytics, the pipeline views, the customization options all work as advertised the vast majority of the time. I'd recommend this to any agency doing client CRM work, with the note that you should monitor update release dates and do a quick sanity check on automations afterward. A small discipline, and one that's made the whole relationship with the platform work well for us.
