Capsule CRM Review

What is Capsule CRM?

Capsule customer relationship management (CRM) software boasts over 10,000 satisfied customers, ranging from startups and small to medium-sized businesses (SMBs) to enterprise-level companies. Users appreciate the CRM’s comprehensive yet straightforward system, which has earned an impressive 4.7 out of 5 stars on G2. Capsule’s feature-rich tool helps businesses stay organized, foster stronger customer relationships, and capitalize on sales opportunities. In addition to its competitive pricing, Capsule also offers project management capabilities and advanced artificial intelligence (AI) features, making it a versatile choice for businesses of all sizes.

Sales Force Automation (SFA)

This is the application of software tools to automate various sales-related tasks. It offers a range of features and capabilities designed to streamline sales processes and improve efficiency. Here are the ratings for key functionalities commonly found in SFA software:

• Customer Data Management/Contact Management 
  The software serves as a centralized repository for all customer data, allowing users to access and manage it efficiently.
• Workflow Management 
  SFA software automates specific parts of the sales process, such as email communication, contact record updates, and following approval workflows.
• Territory Management 
  Users can define salesperson territories based on customer or market characteristics, ensuring effective sales coverage and management.
• Opportunity Management 
  SFA software enables users to track deals and create quotes, facilitating effective opportunity management and sales pipeline tracking.
• Integration with Email Client (e.g., Outlook or Gmail) 
  Users can perform various tasks directly within their email inbox, such as logging emails, creating contacts, and scheduling
• Contract Management 
  SFA software provides features for managing contracts, including digital signatures, automated alerts, invoicing, and streamlined workflows for contract review and approvals.
• Quote & Order Management 
  Users can create, process, and fulfill price quotations and sales transactions, ensuring accurate and efficient order management.
• Interaction Tracking
  Users can log and track all customer interactions across various channels, including social media, email, phone calls, and in-person meetings.
• Channel/Partner Relationship Management 
  The software facilitates sales, territory, lead, order, and account management for partner or OEM relationships, enabling effective collaboration and management.

Sales Force Automation software empowers businesses to automate and optimize their sales processes, ultimately enhancing productivity, customer relationship management, and overall sales performance.

Customer Service & Support

The Customer Service & Support module of Capsule CRM streamlines and enhances various aspects of customer assistance, including help desk operations, call center management, and field service coordination. It encompasses a range of functionalities designed to improve case management, call center operations, and help desk efficiency. Here’s an overview of the key features:

• Case Management
  Efficiently handle customer incidents or tickets from creation to resolution. The module automates processes for routing, escalation, and timely resolution of cases, ensuring optimal customer satisfaction.
• Call Center Management
  Effectively manage and monitor call center operations with advanced features. These include call routing, recording, and monitoring, along with call list management functionalities. Additionally, the module supports autodialing capabilities and offers scripting tools for enhanced call handling.
• Help Desk Management 
  Improve help desk effectiveness with comprehensive features. This encompasses trouble ticketing systems that facilitate streamlined issue tracking and resolution. Additionally, a knowledge base empowers agents with information to provide accurate and prompt assistance. Customers can also access self-service options to find solutions independently. Service level agreement (SLA) management ensures adherence to predefined response and resolution times.

The Customer Service & Support module within Capsule CRM enhances customer interactions and empowers support teams to deliver exceptional service.

Marketing Automation

Marketing Automation, a vital component of Capsule CRM, empowers businesses to automate and expand their marketing activities while facilitating in-depth analysis of their efforts. This module comprises a set of features that enable efficient lead management and streamlined email marketing. Here’s a breakdown of its key functionalities:

• Lead Management 
  Effortlessly handle the entire lead lifecycle, from generation to nurturing. The module automates lead scoring, qualification, routing, and nurturing, enabling marketers to effectively manage and prioritize their leads for maximum conversion potential.
• Email Marketing 
  Execute targeted email campaigns with ease. This feature empowers marketers to send mass emails to specific groups of individuals based on predefined qualifications. By leveraging email automation, businesses can deliver personalized and engaging content to their target audience, fostering stronger customer relationships and driving desired outcomes.

The revamped Marketing Automation module within Capsule CRM streamlines marketing operations, allowing businesses to automate repetitive tasks and analyze their marketing efforts more comprehensively. This enhanced functionality enables marketers to optimize their campaigns, increase lead quality, and drive measurable results.

CRM Project Management

The CRM Project Management component within Capsule CRM empowers users to efficiently initiate, plan, collaborate on, execute, track, and successfully close projects. It provides a comprehensive set of features that enable seamless task management, billing and invoicing management, reporting and analytics, as well as customization options. Here’s an overview of its key functionalities:

• Task Management 
  Effectively plan, track, collaborate on, and report on tasks. This feature streamlines task management processes, allowing users to allocate resources, set deadlines, monitor progress, and generate comprehensive reports.
• Billing and Invoicing Management 
  Automate invoice creation and billing processes to streamline financial operations. This feature ensures accurate and efficient billing by automating the generation of invoices based on project milestones or predefined billing cycles.

Capsule CRM Report Breakdowns

• Reporting and Analytics 
  Gain valuable insights through a wide range of standard reports and customizable dashboards. This feature provides in-depth reporting capabilities, including sales forecasting, pipeline analysis, and automated dashboards, enabling users to make data-driven decisions and optimize their project performance.
• Customization
  Tailor the Capsule CRM to fit specific use cases and workflows. Users can create custom fields to store additional information, define custom record types unique to their organization, and leverage a scripting environment to automate tasks or business rules. Additionally, an API for custom integration facilitates seamless connectivity with third-party systems.
• Security
  Mitigate security risks by controlling access to the software and its data. Capsule CRM provides features such as single sign-on capability, allowing users to access multiple systems with a single password. Role-based user permissions simplify administration by assigning permissions to roles, reducing complexity in managing user access.
• Social CRM 
  Leverage social media platforms to engage with customers effectively. The software integrates social data and conversation histories from customers’ social profiles, providing valuable insights into customer sentiment and enhancing customer interactions.

The CRM Project Management module offers comprehensive features to streamline project workflows, enhance collaboration, and maximize productivity. Users can leverage task management, billing and invoicing, reporting and analytics, customization options, security features, and social CRM functionalities to achieve successful project outcomes.

Build customized Capsule dashboards with Plecto – January 2024

Incorporating Plecto into one’s workflow offers a transformative experience in visualizing Capsule sales data and overseeing team performance. The integration introduces customized dashboards that empower users to craft personalized visual representations of their Capsule sales data. Through the seamless integration with Plecto, users gain the ability to create engaging and gamified dashboards, fostering motivation across the entire sales team. Explore the innovative ways in which Plecto transforms the visualization of Capsule sales data, providing a powerful tool for optimizing performance monitoring within the team.

Set up Lost Reasons – January 2024

To ensure success in 2024, individuals are encouraged to set up Lost Reasons and gain valuable insights into the factors contributing to lost sales opportunities. Whether the setbacks in 2023 were attributed to competitive pricing or quality concerns, taking the time to establish and report on Lost Reasons provides a strategic approach to understanding the intricacies of business challenges. This proactive measure empowers businesses to identify specific reasons for lost opportunities, enabling them to make informed decisions and enhance their strategies for the upcoming year. 

New Feature – Unlocking productivity becomes effortless with Capsule’s new AI Content Assistant

Users can now generate content rapidly, eliminating the frustration of feeling uninspired. This innovative tool eradicates writer’s block and the tediousness of staring at a blank page. With AI Content Assistant, crafting relevant emails is a breeze. Simply provide the assistant with the topic, email type, and desired tone, and it will take care of the rest. The generated content will captivate your customers, ensuring higher open rates. Users maintain complete control over their email content, seamlessly integrating personalized elements from Capsule data. Accessing the AI Content Assistant is as easy as clicking the Send Email button in a Contact Record, Opportunity, or Project. Whether updating clients on project progress or rewriting inquiry responses, the AI Content Assistant adapts effortlessly. Different monthly quotas are available based on the Capsule plan, ranging from Free to Enterprise. Regardless of technical background or experience level, this user-friendly feature guarantees time savings, enhanced energy, and boosted productivity. Don’t hesitate to try out the AI Content Assistant.

With AI Content Assistant, you always have complete control over the content that you send.

6 New Integrations to Enhance Your Capsule Experience – September 2023

Capsule CRM has introduced six brand-new integrations to the Capsule ecosystem, opening up a world of possibilities for your business. These integrations are meticulously crafted to streamline your workflow and ensure you stay focused on a single screen.

• Osano Integration: Osano automatically detects and categorizes personal data stored within Capsule.
  Use case: When a subject rights request arises, Osano conducts an automated scan of Capsule and connected data sources, pinpointing personal information to aid in compliance.
• JustCall Integration:JustCall enables you to make and receive calls, monitor missed calls, listen to voicemails and call recordings, and send/receive text messages directly from the Capsule dashboard.
  Use case: Get up to speed with newly onboarded clients by checking Capsule for previous emails, text messages, and call recordings, ensuring you’re well-prepared for your next client interaction.
• Helpwise Integration: Helpwise simplifies customer service management by centralizing all client communications. It offers a two-way sync that allows agents to view and update crucial customer and task information in Capsule directly from Helpwise.
  Use case: When a customer seeks support via email, create a task in Capsule from your Helpwise inbox and assign it accordingly, improving collaboration and efficiency.
• Smith AI Integration:
  Smith.ai functions as a receptionist service for calls and website chats. U.S.-based receptionists capture and qualify leads, book new clients, and nurture relationships with existing clients. Use case: When a prospect engages with your website via live chat, Smith.ai’s receptionists manage the conversation, capturing details and seamlessly creating or updating contacts in Capsule.
• Skyvia Integration: Skyvia empowers you to manage data effortlessly with a no-code cloud service for ETL/ELT, data pipeline creation, API sharing, and more. Ideal for businesses with advanced technical capabilities.
  Use case: The Skyvia integration facilitates seamless data synchronization between Capsule and other applications, ensuring uniform information across platforms.
• Proposable Integration: Proposable streamlines the creation, delivery, tracking, and eSigning of sales materials directly from Capsule, enhancing your sales collateral management.
  Use case: Your sales team can create proposals in Proposable, send them from Capsule, and monitor their progress as clients review and eSign them—all within the Capsule interface.

By exploring these new integrations, you unlock a world of possibilities where your workflow becomes more efficient, data is managed seamlessly, and customer interactions reach new heights. These integrations underscore our commitment to providing you with the utmost value through Capsule, tailored to support your preferred way of working.

Integrations

Capsule excels in offering a feature-rich relationship management tool that is both simple and user-friendly. While its primary focus is on contact management and sales, Capsule seamlessly integrates with a wide range of other services, enhancing its functionality and providing users with a comprehensive experience. Here are the notable integrations offered by Capsule:

• Microsoft 365 Outlook Integration:
  Capsule ensures centralized contact management by allowing you to manage all your contacts in one place. With the Microsoft 365 Outlook integration, you can quickly add contacts from your Outlook directly to Capsule. Capsule’s Outlook Add-in offers additional features such as storing entire conversation threads, enabling automatic contact storage, adding tasks, and using the Add-in from the iOS Outlook App.
• Xero Integration:
  Capsule’s integration with Xero offers a seamless experience for managing finances. While the Xero integration is highly praised for its functionality, the integration with Google apps is not as robust. However, Capsule provides a useful Gmail contextual gadget that allows you to stay up-to-date on contacts and make changes directly from your Gmail inbox. Capsule also offers mobile applications for iPhone, Android, and Blackberry platforms.
• QuickBooks Integration:
  Capsule simplifies customer interactions by integrating with QuickBooks Online. This integration allows you to connect with customers, collaborate with your team, and stay on top of finances, all from a single platform.
• Gmail Integration:
  Recognizing that many customer relationships start with an email, Capsule offers a Gmail Add-on. This add-on allows you to store entire conversation threads in Capsule with just a click or two, making it easy to manage contacts, cases, and opportunities. Additionally, when receiving emails from existing contacts, the add-on displays their contact details, enabling quick access to their phone number or social network profiles. Capsule also introduced Email Send & Email Templates in November 2021, providing further email management capabilities.
• Other Integrations:
  Capsule  integrates with several other services, including Kashflow for small business accounting, FreeAgent, Google Apps, Zferral for affiliate management, Freshbooks, Mailchimp,

The integrations offered by Capsule enhance its functionality and provide users with a seamless experience across various platforms and services. Whether it’s streamlined contact management, efficient financial operations, or seamless email interactions, Capsule’s integrations contribute to a comprehensive and user-friendly CRM solution.

Capsule CRM Outlook Integration

Capsule Mobile

The Capsule Mobile CRM App for iOS and Android ensures that users can stay connected and informed no matter where they are. This free mobile app offers a range of features to keep users in the loop and enhance their productivity. With the Capsule Mobile CRM App, users can:

Initiate Communication: Easily start calls, text messages, or emails directly from a contact’s profile. This seamless integration allows users to connect with their contacts effortlessly. Additionally, users can view a contact’s location on a map for added convenience.

• Manage Tasks on the Go: Stay on top of upcoming and overdue tasks with a quick glance at the mobile app. The app provides an overview of tasks and their calendar placement, allowing users to effectively manage their time and priorities.
• Access Sales Opportunities: Quickly find and access sales opportunities within the app. Users can view key information related to each opportunity, including linked contacts and tasks, enabling them to make informed decisions and progress their sales pipeline.
• Stay Synced: Even when offline, the Capsule Mobile app ensures that any changes or updates made will be synced once the user reconnects. This feature guarantees that users have the most up-to-date information at their fingertips.
• View Contact Information: Gain insights into contacts by accessing their history of emails and notes within the app. Users can also view any attachments associated with a contact, facilitating a comprehensive understanding of their interactions.
• Automated Call Logging: The app automatically logs calls as activities within Capsule, making it easy to track and review communication history. Users will be prompted to add notes immediately after finishing a call, ensuring accurate and timely documentation.
• Caller ID on iOS: With the Caller ID feature on iOS, users will be able to identify incoming calls from Capsule contacts, even if the contact’s number is not stored in their phone. This capability helps users quickly recognize important calls and stay connected.

The Capsule Mobile CRM App empowers users to take their CRM with them, enabling seamless communication, efficient task management, and comprehensive access to contact information. Whether on iOS or Android, the mobile app ensures users are always connected and equipped to make informed decisions on the go.

Maximizing Marketing Team Productivity

Boosting your marketing team’s productivity involves addressing issues like workplace distractions and poor morale. To improve efficiency, centralize data using software like a content management system and a high-quality CRM. Adapt to remote and hybrid workers by setting clear schedules and using video conferencing tools. Automate repetitive tasks, such as lead scoring and marketing emails, to save time. Follow the GRPI model (Goals, Roles, Processes, Interactions) to enhance teamwork. Offer professional development opportunities and mentorship programs to keep employees engaged and motivated. Utilize AI technology for content creation and generate ideas quickly. Monitor key analytics to optimize marketing strategies. Lastly, use project management software to track progress and allocate resources effectively.

Capsule and Transpond

Transpond offers a seamless solution for synchronizing your Capsule contacts, custom fields, tags, and saved lists. By syncing your Capsule contacts with Transpond, you gain access to a user-friendly drag-and-drop editor to create visually appealing and responsive marketing content. You can effortlessly send and monitor your campaigns while leveraging powerful marketing automations that simplify the process of emailing leads and contacts.

Elevate your business effortlessly using Transpond’s intuitive email marketing, powerful automation, and insightful analytics. Seamlessly integrated with Capsule, it forms a winning CRM and marketing combination.

When Transpond is connected to Capsule, any updates made to your contacts in either platform will be automatically shared. Additionally, Capsule provides a marketing summary for each contact, allowing you to gain valuable insights. Furthermore, you can conveniently filter your contacts in Capsule based on their status within Transpond, enhancing your organization and management of contacts. Transpond is available on the Professional, Teams and Enterprise plans,

Pricing

Choose the plan that best aligns with your requirements and start leveraging the power of this CRM solution today.

Starter Plan

Streamline Contact, Lead, and Conversation Management with Fundamental Tools. Pricing: $18 per user, per month (Billed Annually). Enjoy a complimentary 14-day trial.

Growth Plan

Tailoring,, Smooth Processes, and Informative Reports for Growing Businesses. Pricing: $36 per user, per month (Billed Annually). 14-day trial is available.

Advanced Plan

Boost the growth potential of your business with added flexibility at your fingertips. ^$54Per user, per month. Billed Annually. Try free for 14 days.

Ultimate Plan

Unlock Your Complete Potential with Exclusive Onboarding and Personalized Account Management. Pricing: $72 per user, per month (Billed Annually). Try free for 14 days.

Free Starter Plan

Try our starter CRM with basic features for up to 2 users and 250 contacts.

Pros and Cons

Pros

1. The sales pipeline dashboard is exceptionally clear, concise, and user-friendly.
2. The contacts management feature is highly effective for effortlessly organizing and managing a list of prospective clients in a single location.
3. The software allows for the efficient management and follow-up on active proposals throughout the preparation process until they are sent to clients.
4. Learning the basics of the software is straightforward, and additional support can be found through third-party blogs and forums, which offer solutions to various use

Cons

1. Some basic reporting can be added to free plan. Clients would benefit from reports in the free plan .
2. If you want to store an email communication, you will need to BCC a ‘dropbox’ address every time you email somebody (this is less of a problem if you use either the Gmail or Outlook add-ons).
3. The integration with Google Workspace, while solid, feels a bit basic, particularly as far as calendars, tasks and two-way syncing in general goes.

The Verdict

CRM, or customer relationship management software, is essential for businesses of all sizes and types. CRM is a strategic business tool that helps companies better engage, retain, and manage customers from the onset of their engagement through the completion of their purchase.

Don’t be deceived by the clean and intuitive interface of Capsule. This powerful tool goes beyond catering to beginners; it’s a trustworthy and invaluable platform that can assist in uncovering inefficiencies within your organization’s sales processes and fostering stronger connections with clients and partners.Capsule CRM is the epitome of an amazing tool, combining simplicity, functionality, and efficiency. With its seamless contact management, integrations, mobile app, and intuitive interface, Capsule empowers businesses to streamline operations, nurture relationships, and achieve exceptional results. Experience the CRM revolution with Capsule. Try it for free!