Capsule CRM Pros and Cons

I have used Capsule CRM for many years. I use it every day, and it keeps my business organized, with next task lists, sales pipeline and customized fields. It is easy to use, yet has many powerful features. I was able to set it up quickly and the learning curve was very quick. Customer support has been friendly, quick and accurate. I have also connected Capsule CRM to my email programs and web form software, and it is working flawlessly. Review collected by and hosted on G2.com.

With the basic plan, I would like to see more email templates included. Review collected by and hosted on G2.com.

It's easy to set up and the free version allows you to try before you buy. You can create a good range of bespoke fields - enough to let you see if it will work.

I have recommended and implemented it with a number of clients, particularly those who provide consultancy-type services. It's used, not only as a a traditional CRM for sales, but the magic is in the project boards. They are used to manage the client delivery teams and projects, so associates/employees are also contacts. And you can create separate fields to gather information that is relevant only to them, so they don't clutter up the standard prospect, lead and client fields.

One client has boards for project delivery, recruitment and training courses.

We build a variety of 'tracks' or actions to make sure that all tasks are completed on each project or when recruiting to ensure consistent delivery.

You can bring in project managers on a restricted user account that gives them access to their project and nothing else and then swap them out once the project has been completed.

Customer support is excellent, even on the free version. Review collected by and hosted on G2.com.

At the moment, some of the reporting is limited, so for example, you can't run a report to show which associates are on which open projects which is slightly frustrating as it would be really helpful to have that functionality to manage resource planning more effectively.

But it has been logged as a request, so hopefully one day the functionality will be there.

And there is relatively limited use of the automations. Review collected by and hosted on G2.com.

Over the years I have used so many different CRM's but never Implemented one myself from scratch for a company. I've looked at so many over the last 12 months and the others did not seem to work how we needed it to work. At the time we were using Trello, it was not working for us.

The Sales and Support Teams have been very helpfull throughout the whole experience. Harry was the first person I spoke to and was very patient and helpful. Has several video calls whilst he was helping me get to grips with Capsule. Once I started using Capsule and learning all the new parts to it, I was constantly asking support for help. Every time I received a resply the help has been outstanding. From email replies explaining how something is done to videos showing me how to do the task I'm stuck with.

Capsule is really easy to use, you just need to take the time to take it in. There are so many helpful links to help you do things yourself.

I'm still learning, but I'm enjoying what I have experienced so far, so much more to learn and do.

It has made a massive difference to our Sales / Support team and everyone is pleased with it. Review collected by and hosted on G2.com.

I have not come across many things yet that I don't like.

There are a couple of suggestion / feature requests I have mentioned and hopefully they get thought about just to make the customer journey a little easier.

One thing that has niggled me a little is the Files, when you link emails up to Capsule and you have a logo on the emails, its saving those as files. So I have had to add in email signatures that have to logo and don't look at good as they would when getting sent from Outlook. Review collected by and hosted on G2.com.

It really is so easy to use, and is a part of my daily work and personal life. Entering or importing customers/accounts is a breeze, and searching for any information is so easy! The free account is good for 2 employees and 250 customers/accounts. I've used Capsule for years through different business i've started and managed, and have not found anything better anywhere near the same pricepoint. Training our employees on how to use the website, and implementing it into an existing business has always been so easy, and any question I've had was answered the same day! Review collected by and hosted on G2.com.

The app is great for a fast view of whats going on, but I wish it didn't need to sync every time it opened. If I don't have service at the moment it can be hard to pull up my calendar to view something already in there. I also wish on both the app and the website that I could organize the tasks for each day in order of importance, not just the order they were entered. I have for example 10 tasks for the day but need to add something that needs attention before others, I can't just drag it to the top. Review collected by and hosted on G2.com.

Capsule wins for me on the cost of entry, both in terms of finance but more importantly in terms of the learning curve. You can get teams using it very quickly because it is very straightforward, but still quite feature-rich. That's why it has been the CRM system I've introduced in a few businesses now, and I continue to use it in my current business with a distributed team. The sales pipeline gives useful visualisation and the project boards are very handy too. Customer support has always been absolutely first class with real humans answering emailed queries very rapidly, and this further enhances the ease of onboarding. Review collected by and hosted on G2.com.

Capsule might not be the right CRM for your whole growth cycle. It reaches a point where customisation becomes difficult and off the shelf integrations might not tick all of your boxes. This isn't so much a criticism of the platform, more an acknoweldgement of where it sits in the range of available options. Review collected by and hosted on G2.com.

I have implemented this at 2 separate companies. It's so straightforward and easy to use yet can give you as much or as little information as you require. Obviously moving from spreadsheets to a CRM can seem daunting for some initially yet the Capsule team are on hand to support and will even endeavour to add features if it will benefit others which is heartening & refreshing. Suddenly, co-workers are wondering how they ever worked in an archaic fashion beforehand and you can pay monthly or annually which gives you flexibility if you have a chnaging workforce. Review collected by and hosted on G2.com.

It would be great to have phone support yet the replies on email are quick and the team are always happy to schedule in a Teams for further support/guidance if required. Review collected by and hosted on G2.com.

We looked at a number of alternatives to our former CRM but, reviewing it against our needs and budget, Capsule was head and shoulders above the alternatives for this small business. We have not regretted it! It was very easy to import our data and we were up and running in a few hours. It does everything we need, tracking opportunities, projects and storing our people’s data with no reservations. We have now adopted it in our businesses in the U.S. and Australia as well as U.K. Review collected by and hosted on G2.com.

Not much to dislike. We probably aren’t using all its functionality yet. Review collected by and hosted on G2.com.

It's simple, easy-to-learn and easy-to-setup, what is a key factor for any freelancer or small business ower trying to heard the cats.

If you have business need for an ovepowered sophisticated tool - and have dozen K of EUR to pay for setup - you probably should go for big names. Any other option, I see the best ROI here.

But the real win here is the CUSTOMER SERVICE - anyone who had the experience as SME client will definetly appreciate that.

I was won back after I gave up due to some technical errors. They solved it, they fixed it - despite me switching to a free plan. Review collected by and hosted on G2.com.

Some features could be shown more clear way (like project management board logic, which, when understood, became my favorite one).

There are some features missing - the tag tree should be a tree, not a bag-of-holding where you throw litteraly anything (same with documents). The contact /organization fields should have kind of "categories" - having them as a flow-of-mind is a bit hard to use.

Probably too simple for more advanced usage and growth marketing - but I haven't tested their marketing tool yet, so a "?" here. Review collected by and hosted on G2.com.

As a soletrader, Capsule CRM features all the benefits required to manage my client data and workflow and I use it on a daily basis. Further to this, is the fact that the free version offers everything I need. Obviously, if the business grows and staff are taken on, I'll need to upgrade to a paid plan but I'll be more than happy to do that based on my exeprience of the free plan. One of the biggest uses of this CRM for me is periodic reminders of annual website hosting expiry dates, ensuring my client is always invoiced at the right time each year. I've never required customer support as the system is so easy to use. A highly recommended CRM solution. Review collected by and hosted on G2.com.

Nothing - it has everything I need with ease of use to complement. Review collected by and hosted on G2.com.

I have used Capsule for over 10 years in 3 seperate businesses.

I would say that having used complex CRM systems proclaiming to be the answer to all problems, Capsule is everything you need and nothing you don't. Ideal for SME businesses looking to scale.

It has also been great to watch the platform grown. When I first used the tool it was a CRM in the truest sense, now it allows me to track and manage projects, pipelines and much more. Review collected by and hosted on G2.com.

You can tag colleagues and comment but I would value a IM tool within the CRM. Review collected by and hosted on G2.com.