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Capsule CRM Review
Last updated: January 2, 2021
He is a CRM software enthusiast/analyst and the co-founder of CRMAdvice.org. He studied MC-IT Course from Melbourne University.
If enterprise level customer relationship management (CRM) solutions such as Salesforce and Microsoft Dynamics 365 overwhelm you, consider using Capsule CRM.
It has 5% of the features, but probably most of the features you’ll need for a small business. Plus, Capsule CRM costs about 10% of Salesforce and MS Dynamics 365…
One Capsule CRM user said: “Capsule is like my favorite pair of jeans – it fits, never gets in the way, and makes me look good!”
Well said, but there are always two sides to a coin…
In this Capsule CRM review I’ll give you all the cons and pros to see whether it’s true or not.
Let’s get started.
CAPSULE CRM Overview
Capsule CRM Pros:
Capsule CRM Cons:
|NEW USER EXPERIENCE:||Easy to set up. I know a customer (not tech savvy) who moved from managing their pipeline and contacts on a spreadsheet to loading everything onto Capsule in a few hours.|
|USABILITY:||Simple to use. Not as complicated as some other CRMs we’ve reviewed|
|CAMPAIGN BUILDER:||No marketing campaign capabilities. Use a third party integration like MailChimp for that|
|MARKETING AUTOMATION:||It’s not a marketing automation tool like Zoho CRM|
|EMAIL CONNECTION:||Gmail and Outlook|
|EMAIL TEMPLATES:||No email campaign capabilities. You have to use third party integrations for that (MailChimp)|
|COMMUNITY:||Does not have a community|
|REPORTS:||They have sales pipeline reports (great feature at this price point) but the options are not as robust as the top CRM monsters on our list have.|
|SUPPORT:||Very responsive and helpful.
You can send them an email to firstname.lastname@example.org or tweet @capsulecrm and they will get back to you with their expert advice.
|MONTHLY RATES:||$15-$30 per user per month (billed monthly);
no annual payment option
|TRIAL:||30-day free trial + a free version for up to 2 users|
Capsule CRM Pros
1. Contact Management
All your organization and contact details are in one place…
…as well as capturing addresses and phone numbers.
Capsule CRM holds and manages information such as notes, emails, files, and tasks.
The history from the person’s records are also displayed on their linked Organization.
This provides a full picture of all the conversations that have occurred between people and departments within your company in one place.
Note: A person can only belong to one organization; however, an organization may have many person records linked to it.
It’s the only downside they have with contacts – having multiple organizations you want to belong to; you pretty much have to create a new person with the same name.
I found the Capsule CRM Tags feature to be helpful.
As mentioned earlier, you can categorize contacts by organization, people, and deal opportunities.
You can also do it by customized tags and custom fields.
Later you can create lists of contacts/organizations based on one specific tag, and choose the option to email this list.
Although Capsule CRM itself doesn’t send emails, you will generate a recipient list of your contacts to be used in your own email marketing service. (See them in the integration part.)
Capsule CRM reports allow you to monitor different aspects of your sales cycle and gain insights to help you make data-led decisions.
When running sales teams, knowing how your team is performing is important.
- But how many opportunities are you winning or losing?
- What are your average sales?
- Which team is performing the best?
- Who is the top salesperson?
- Where in the pipeline are you losing the most deals?
I like that I can see how each salesperson is doing:
Are they spending too long at a particular stage?
What about the average time to close a deal?
What about the revenue targets? Are we on course to meet them?
Next, the activity reports in Capsule CRM.
Know how many calls your team is making.
Are they generating enough leads?
Use their standard or customize your own activity types to record the most relevant sales activity to your business.
As salespeople are natural competitors, you can always compare your team and user activity – the volume of their calls for example.
Lastly, you can easily filter reports by user or team, export all your report data into tools such as Excel, and they even provide a full breakdown of your report data in a table which can be exported for later.
For this price Capsule CRM provides a good sales pipeline reporting feature, but if you are looking for more robust CRM systems (be ready to pay more), you’re better off looking elsewhere.
3. ‘Basic’ Pipeline
Capsule is a CRM with a basic necessary pipeline feature to manage your sales cycle and track your sales opportunities.
(Use sales opportunities to track potential sales with a customer, such as a bid or proposal. And set the expected value on each deal to keep track of your business revenue.)
There are two options with pipelines (they give you exactly the same information) on how you can see your opportunities:
First, I like to call it a ‘dashboard’ view, which gives you a complete summary of your opportunities so that you can see what needs to be done next.
You get the same information with the Capsule CRM ‘kanban’ board, which gives you an overview (I find it more convenient compared to the dashboard view) of all your open sales opportunities.
When a sales opportunity progresses, you can move the opportunity across milestones by dragging and dropping it into the next milestone column.
After winning or losing a deal you can drag it into the ‘Won’, or ‘Lost’ drop area.
While Capsule CRM might be good for a “basic” pipeline, it isn’t a specialized sales pipeline tool.
You need other specialized tools if you want to get the maximum out of the pipeline feature.
If you want to read more about the best sales-focused CRM, check out our top sales-focused CRM. We analyzed all leading vendors. There are CRMs that rank higher than Capsule, so there are better options if you need them.
4. Calendar & Task Management are So-So
On the positive side there is a lot you can do with the Capsule CRM calendar and task management tool:
Create tasks for appointments, meetings, phone calls, deadline submissions, and more.
Would you like to see what your coworkers are up to?
No problem, you can see who’s doing what, and if others really have more time, you can share tasks with them.
Now the downside – the visual customization leaves a lot to be desired.
More colours and more icons would be appreciated because fields can be hard to identify at a glance.
When looking at my calendar I would like to see all my daily tasks at once, but on any given date they are reduced to 3 or 4, and the rest is hidden.
***I can still view all the tasks for a day by clicking on the day, but it’s a slower way to reorganize on a grand scale.
5. The Mobile App
Having meetings when you are out of the office?
If yes, then update them at any time and have the most up-to-date information on the road.
Honestly, the Capsule CRM mobile app does a great job (which is rather rare for CRM software).
A couple of things you can do with the Capsule CRM mobile application.
- Start calls, text messages, or send emails directly from a contact’s profile
- See the history of emails and notes about a contact
- View a contact’s location on the map
- Keep track of all sales opportunities and tasks
- Manage your calendar
- Update your data wherever you are.
Lastly, even if you’re offline, Capsule CRM mobile will sync any changes you make once you reconnect.
As with some other CRM software providers on our 2021 list I wish the Capsule CRM mobile app was a bit more polished and visual (albeit I understand that design is not their main focus).
And at the end this is a minor issue.
6. Capsule CRM Integrations
Capsule CRM has around 50 available and popular integrations including Xero, MailChimp, and G Suite.
(But it’s still limited compared to other solutions on our best CRMs of 2021 list where there should be more.)
To see if yours is on the list I created this:
All the rest should be managed via API (an application program interface).
It’s good to see Zapier integration on the list, which means that Zapier integrates Capsule with 2,000+ other business apps, and no coding is required.
Important note: As customer relationships often start with an email, having your CRM in your inbox can be a massive time saver. Capsule CRM syncs with Google contacts.
I really like that the Gmail integration feels like it’s built in, so there isn’t a need to install and maintain Chrome extensions.
One thing I found was a lack of marketing integration such as running campaigns and tracking website visitors, but I am sure that this will be rolled out sooner rather than later.
Capsule CRM Cons
1. Improved But Still Old-Fashioned Search
It’s worth pointing out that there has been some decent progress in the functionality of Capsule CRM search.
It used to be that you could search only for a person and organization.
Now there are options for contacts, cases, opportunities, and notes/emails.
Under Notes/Emails you can find any text within all your notes and emails.
However, every other bit of information you would like to search for and compile must be placed as a tag, which might get confusing from time to time as you’ll have many tags.
Capsule CRM Free Version
The Capsule CRM free version has everything a small sales team or solo entrepreneur will need to organize and manage customers.
Why is it free?
Where’s the catch?
Well, there are a couple.
Capsule CRM has a free version ONLY for up to two users.
And it has a limit of 250 contacts compared to paid versions (Professional, Teams) with the limits of 50,000 and 100,000 contacts. 250 contacts are pretty limited, but at least allow you to try and test out the product before jumping on a paid version.
If you are an owner of a business with 1 or 2 employees, you can get started with the Capsule CRM free version and upgrade at any time.
Capsule CRM Pricing
I say that Capsule CRM has lower prices than some competitors, but they do not offer annual payment plans which usually decrease the price even more.
There are two paid versions with Capsule CRM. (The free version is described in the previous topic.)
The Professional plan ($15 per user per month) comes with the limit of 50,000 contacts and 10 gigabytes of storage per user. It includes all the premium integrations and an activity reporting feature.
The Teams plan is $30 per user per month with the limit of 100,000 contacts, 20 GB of storage per user, and advanced sales reporting which allows you to create reports such as won/lost opportunities, growth, average time to won, etc.
Note: There are no user limits with the Capsule CRM paid plans; ONLY the free version has a limit of two users.
Do I Recommend Capsule CRM?
The answer to this question is…
…it really depends on what you are looking for.
If you are a small business with just you or couple of employees, then you’ll really get what you pay for with Capsule CRM.
Again, the general CRM features that Capsule offers are great, but once you move into more of the advanced stuff, it can be a headache for you – there could be struggles for those who are not tech savvy.
The Bottom Line
Capsule CRM is not flashy, but it does the job well.
When we started using it many years ago we were looking for simplicity and Capsule CRM really met our needs initially, but as we grow Capsule became too simple and we would like to see more innovation and new features which we could use. (Find them below under What I Don’t Like About Capsule CRM)
What I like about Capsule CRM:
- Easy to use
- Not many bells and whistles, but it serves its purpose very well
- A basic pipeline feature
- Bundled mobile app
- Reports so that you know how your team is performing
- Both web and smart phone apps have good user interface (UI) and work well (no bugs)
- Pay as you go CRM with no long term lock-in (no annual payment plans; only monthly)
What I don’t like about Capsule CRM:
- Not enough tutorial videos on their YouTube channel like a lot of other CRM companies have. (Last time there were 14 videos)
- No email marketing campaign builder
- No website tracking option
- The free version limits you to 250 contacts
- Limited integrations list
The competition on the CRM market is tough. Providers have their strengths and weaknesses.
Capsule CRM has put the main focus on small service based businesses that have a tight budget.
So if you are running a small service based business (including SaaS), and you just want to track your sales pipeline and you don’t need marketing automation functionalities such as creating marketing campaigns, sending emails in the CRM, etc., then get started with Capsule CRM.
If you’re running a larger business with higher revenues and a larger team and really need services that Capsule CRM is missing, you can find other alternatives on our best CRM in 2021 list (just be aware that this will end up costing you more).
For example, in our Pipedrive CRM review I found it to be much better for medium businesses that need more complex sales pipeline features, and email marketing automation. (Pipedrive just bought the email marketing automation platform Mailigen in March 2020)
Our CRM Software Review Process:
- Using Each CRM Software for 5+ Years.
- Ran Businesses With All of Them.
- Attended their Events.
- Tested for Consulting Industry,
- Business or Life Coaching,
- B2b Marketing & Sales,
- Offline Business,
- And for Pipeline Based Sales Model Business.
- Compared Usability, Cost & Value.