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Launched in 2013, Agile CRM is a comprehensive platform built for small and medium-sized businesses. By combining sales, marketing, and customer service into one integrated system, it aims to simplify operations and boost efficiency across various business processes.

When I first looked at Agile CRM, I was struck by its affordability and the range of features it offers. The CRM platform provides a free plan that supports up to 10 users, which is more generous than many of its competitors in the small business space.

However, as I dug deeper into Agile CRM's capabilities, I found that its user interface and overall user experience could be seriously improved. While the platform offers a lot of features, it's not always easy to find what you need, and the experience can feel a bit clunky compared to established CRMs.

Agile CRM core capabilities

(Image credit: Agile CRM )

Agile CRM offers a complete set of core capabilities that cover the essential functions of customer relationship management. I found the contact profiles to be quite detailed, allowing me to store and organize a wealth of information about customers and prospects. 360-degree contact views provide a holistic picture of each relationship, including communication history, deals, tasks, and more.

When you're managing leads, Agile CRM includes a lead scoring feature that automatically rates contacts based on their interactions and attributes, helping prioritize follow-ups. I appreciate the ability to create custom deal milestones and stages to match my specific sales process. The visual pipeline view makes it easy to drag and drop deals between stages and get a quick overview of the sales funnel.

I can easily see the value and probability of deals in each stage, which aids in forecasting. The system also allows for multiple pipelines to be created, which is useful for managing different products or sales processes.

Sales forecasting is adequate but not exceptional. Agile CRM's system provides basic revenue projections based on deal values and probabilities. However, I found the forecasting tools to be somewhat limited in the way they handle recurring revenue and deal probability. For small businesses with straightforward forecasting needs, it should suffice, but larger organizations may find it lacking.

Reporting in Agile CRM shows both strengths and weaknesses. The platform offers a good selection of pre-built reports covering sales, marketing, and service metrics. I also appreciate the ability to create custom reports and dashboards to track specific KPIs. However, the depth of data analysis and visualization options falls short of what some competitors offer.

Agile CRM's mobile app, available for both iOS and Android, provides a seamless experience for managing contacts, deals, and tasks on the go. I found the app to be responsive and well-designed, offering most of the core functionality of the desktop version. The ability to access and update CRM data from anywhere is very useful for field sales and remote work.

Unlike some CRM systems that treat marketing as an afterthought, Agile CRM offers robust tools for email marketing, landing page creation, and campaign management. I was impressed by the drag-and-drop campaign builder, which allows for the creation of multi-step marketing workflows. The system includes ticketing, knowledge base, and customer feedback tools, allowing businesses to manage customer support directly within the CRM.

But perhaps most interestingly, Agile CRM offers gamification features to motivate sales teams. While not a core CRM function, I found this to be an interesting addition that can help drive engagement and performance among sales reps. The system allows for the creation of contests and leaderboards based on various sales metrics.

How easy is Agile CRM to use?

(Image credit: Agile CRM)

Agile CRM balances functionality and simplicity, mainly targeting small businesses. I found the dashboard clean, intuitive, and minimalistic — which avoids overwhelming new users. There's a prominent left-side menu for quick access to contacts, deals, and marketing, pretty standard for a CRM.

A drag-and-drop interface makes navigation even easier. It's particularly impactful when using the marketing automation module, where creating multi-step workflows is made significantly easier through visual campaign builders.

But the learning curve for Agile CRM can vary depending on your familiarity with CRMs. There are lots of customization options, so you can tailor the interface to your specific needs. This includes the ability to create custom fields, modify layouts, and set up personalized dashboards with custom KPIs. But while these options enhance flexibility, they can also add complexity for users who are less technically inclined.

For accessibility, Agile CRM supports keyboard navigation and has readable font sizes. But, I didn't find any mentions of screen reader compatibility or advanced accessibility options in the documentation.

Onboarding and training resources are available, though they may not be as comprehensive as those offered by some larger providers. Agile CRM provides a knowledge base, video tutorials, and webinars to help users get started. However, I also found that the depth of these learning resources varies from one topic to another.

I like how Agile CRM aids in the learning process with context-sensitive help. As users navigate through different sections of the software, relevant help articles and tips are often displayed, providing guidance at the point of need. This can reduce the time spent searching for information, accelerating adoption.

Despite the positives, however, many users have reported that certain aspects of the software feel clunky or dated compared to more modern CRMs. Agile's attempt to pack a wide range of features into a single platform sometimes results in a less polished user experience.

Agile CRM integrations

Agile CRM offers solid integration capabilities, allowing users to connect the platform with a wide array of third-party applications and services. There are three ways you can do this: using pre-built connectors for various applications, through an iPaaS vendor like Zapier or Make, or by building custom integrations using the API.

Agile offers direct connections to popular business tools across various categories, including email services like Gmail and Office 365, social media platforms such as Twitter and LinkedIn, and ecommerce solutions like Shopify and WooCommerce. These are quick to set up and easy to modify.

Agile CRM integrates with web tracking and form integration tools, which is great for improving customer engagement. You can also plug into various telephony services, including Twilio and RingCentral.

For users requiring connections beyond the native integrations, Agile CRM provides support for multiple iPaaS vendors. Through Zapier, users can connect Agile CRM to over 1,000 more SaaS applications, enabling complex automation workflows across multiple platforms. Support is also available for Make (Integromat) and Webhooks.

Agile CRM also offers an open API, which provides developers the ability to create custom integrations to extend the platform's functionality. API documentation appears comprehensive, allowing for deep integration with external systems and powerful custom widgets within the interface.

During my testing, I found that data syncing with third-party platforms was mostly reliable. Agile CRM supports real-time and scheduled syncing options for most integrations, allowing users to choose the most appropriate method for their needs.

But while Agile CRM's integration features are generally strong, I did notice some limitations. The depth of integration can vary significantly between different connected apps. Some integrations offer solid two-way synchronization, while others may be more limited in scope.

How good is Agile CRM support?

Agile CRM provides a varied approach to customer support, combining live assistance with self-service options. Email support is clearly the main live support channel. Plus, there's a strong self-service resource ecosystem to help new users get acclimated to the CRM.

Email support system is fairly responsive, although response times can differ. In my research, I found that most users claim to receive initial replies within 24 hours, which is acceptable but not outstanding in the industry. More complex issues often take longer to resolve, sometimes requiring several days of communication.

Phone support is also available, even if not easily accessible. Usual support hours are 09:00 am to 05:00 pm EST, with additional scheduling options also available. But the real problem is the availability of agents, which can make it difficult to get urgent assistance.

Agile CRM makes up for limited live support options with a strong self-service ecosystem. The knowledge base is comprehensive and well-organized, covering topics from basic setup to advanced features. Articles are generally clear, often enhanced with screenshots or step-by-step guides.

In addition to the knowledge base, Agile CRM provides video tutorials and webinars. These resources are especially helpful for users who prefer interactive learning. The tutorials cover various platform aspects, from initial setup to advanced features, offering a solid foundation for new users and a reference for experienced ones.

A community forum enables users to engage with each other, share experiences, and offer solutions to common problems. While evaluating Agile CRM, I observed active participation from both users and staff on the forum, which seems to serve as a feedback channel and a support resource.

User testimonials about support quality are mixed. Some users commend the helpfulness and patience of support staff, especially for complex issues. However, other testimonials indicate inconsistencies in support quality, with some users frustrated by response times or the depth of assistance.

Agile CRM pricing and plans

Plan

Free

Starter

Regular

Enterprise

Price

$0/user/month

$8.99/user/month

$29.99/user/month

$47.99/user/month

Best For

Individuals or very small teams just getting started with a CRM.

Small businesses looking for an affordable all-in-one CRM solution.

Growing businesses that need advanced marketing automation and customer support features.

Large enterprises requiring unlimited contacts, custom reporting, and dedicated support.

Features

Basic contact management

Deal tracking

Email campaigns

2-way email integration

Marketing automation

Helpdesk

Custom deal tracks

Advanced automation workflows

Social media monitoring

Unlimited contacts

Custom reporting

Dedicated account rep

Limitations

Limited to 1,000 contacts and 1 campaign workflow.

Caps at 10,000 contacts and 5 campaign workflows.

Supports up to 50,000 contacts and 10 campaign workflows.

Higher price point may not be suitable for smaller businesses.

Agile CRM employs a tiered subscription-based pricing model, offering four distinct plans to cater to businesses of varying sizes and needs. The pricing structure is designed to scale with the growth of a company, starting with a free plan and progressing through increasingly feature-rich paid tiers.

At the entry-level, Agile provides a Free plan that supports up to 10 users and 1,000 contacts. This plan includes basic CRM features such as contact management, deal tracking, and limited marketing automation capabilities. While the free tier is generous compared to many competitors, I found that it primarily serves as an extended trial, allowing users to get a feel for the system before committing to a paid plan.

The Starter plan, priced at $8.99 a user per month, marks the beginning of the paid offerings. It increases the contact limit to 10,000 and introduces additional features like two-way email integration, custom deal milestones, and social monitoring. This plan provides good value for small businesses looking to expand their CRM capabilities beyond basic contact management.

Moving up the ladder, the Regular plan is priced at $29.99 per user per month with annual billing. This tier supports up to 50,000 contacts and includes more advanced features such as marketing automation, custom deal tracks, and mobile marketing. The plan seems to strike a balance between functionality and cost, making it suitable for growing small to medium-sized businesses.

At the top end, the Enterprise plan is offered at $47.99 per user per month with annual billing. This plan provides unlimited contacts and access to the full suite of Agile CRM features, including call recording, custom reporting, and role-based access control. While the Enterprise plan is the most expensive, it offers the most comprehensive set of tools for businesses with complex CRM needs.

There’s a significant discount offered for annual billing across all paid plans. The savings range from 33% to 40% compared to monthly billing, which could be a substantial incentive for businesses to commit to longer-term subscriptions. Agile CRM also offers volume discounts for businesses requiring a large number of user licenses, though the exact terms of these discounts are not publicly disclosed.

As for trials, Agile CRM provides a 14-day free trial of their paid plans, allowing users to test the full feature set before making a purchase decision. This trial period, combined with the free plan, gives potential customers ample opportunity to evaluate the system's fit for their business needs.

Agile CRM review: Final verdict

Agile CRM’s key strengths are its affordability and scalability. Its pricing model is designed to attract businesses at various stages of growth, with a generous free plan and competitive paid tiers. It’s also very feature-rich, with interesting additions like sales gamification and multi-step automation.

However, Agile has a dated interface that’s in serious need of an uplift. While the advanced features are nice to have, the clunkiness involved in their execution makes them less loved by most users. Still, it’s easy enough to use, with some accessibility features thrown in for good measure. I’d have loved to see more live support options, though, especially given the outdated nature of the UX.

Overall, I recommend Agile CRM for small to medium-sized businesses looking for an affordable CRM with a ton of features. It’s not the most intuitive, but it's still easy enough to use. With the amount of training resources available, user adoption shouldn’t be a major issue.

Agile CRM is a feature-rich all-in-one CRM solution that caters to the needs of small and medium-sized businesses. With its affordable pricing plans and a wide range of tools for sales, marketing, and customer service, it provides good value for money. But the lack of consistent support, combined with a dated interface, hampers usability. There are competitors who do all of this with better execution, but not necessarily at a cheaper price point.

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