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Top 5 SaaS CRM Software

Tap Into the Best CRM Functionality on the Market

ScienceSoft guides you to the top five SaaS CRM systems and offers to work with you individually to settle on your best-suited one.

Top 5 SaaS CRM Software - ScienceSoft
Top 5 SaaS CRM Software - ScienceSoft

SaaS CRM Software: the Essence

SaaS CRM is cloud-based software, which gives permanent access to the CRM functionality and support with no need to invest in installing and maintaining it. SaaS-based CRM brings transparency in relationships with customers and helps businesses automate and personalize marketing, sales and customer service.

What Is Good about SaaS CRM

Here is our list of arguments to prove that SaaS CRM is a good deal for most companies.

You get ample functionality for customer management and avoid big investments from the start since you don’t need to custom-build everything.

Modern CRM systems are really flexible, so you can make the best of the default functionality and tailor the workflows to your specificity.

With all the CRM data kept in the cloud, your team can access it at any time and not only from their workplaces but also on business trips, lead generation events and during on-site visits. CRM data is not just customer identity records but also a whole bunch of business information regarding sales negotiations and deals, interactions with prospects, open opportunities, marketing campaigns, and more.

As a CRM is a data hub, SaaS providers have thought of APIs and ready connectors to facilitate the integration with data acquisition systems.

Features You Will Find in Any SaaS CRM

At ScienceSoft, we work with SaaS CRM systems a lot. And we defined the must-have functionality for effective customer management processes.

Prospecting

  • Multi-channel communication with prospects, including via social media.
  • Manual lead generation.
  • Automated lead generation from marketing landing pages, digital contact forms, etc.
  • Business card scanner.

Lead management

  • A visually structured sales pipeline.
  • Lead qualification and scoring (also assisted by AI).
  • Queues for lead distribution.
  • Lead escalation.

Sales activities

  • Activity feed.
  • Email templates.
  • Calendar management.
  • Personal notes.
  • Scheduled reminders.

Team collaboration

  • Access to the activity history of every lead.
  • Conversation threads.
  • Tagging co-workers.

Customer retention

  • Help desk for omnichannel customer support.
  • Chatbots.
  • Service level management.
  • Self-service portals.
  • Customer experience surveys.

Analytics and reporting

  • Customizable dashboards and reports.
  • Customer sentiment analysis and CSAT scoring.
  • Predictive analytics (e.g., for lead scoring).
  • Employee performance management.

Security and compliance

  • Compliance with local, regional, and industry-specific regulations (HIPAA, GDPR, etc.).
  • User-based access control.
  • End-to-end data encryption.

Top 5 SaaS CRM Software

We summarize our experience of working with different CRM systems so that you can overview the leading CRM software available on the market.

Note: Presented SaaS CRM platforms are product bundles consisting of modules that can be bought independently or in a combination.

Microsoft Dynamics 365

Recommended by ScienceSoft

BEST FOR

Building end-to-end customer experience.

Description

  • Leader in the Forrester Wave for CRM Suites in 2022.
  • Leader in 2022 Gartner Magic Quadrant for Sales Force Automation.
  • Offers strong AI capabilities all the way from customer acquisition to support and retention.
  • Provides a unified data platform for all CRM operations.
  • With Microsoft Power Platform, offers a low-code way to build new business apps (e.g., customer self-service portals).
  • Trusted by global companies, among them Accenture, Heineken, Lenovo, UNICEF Netherlands, Siemens.

Pricing

  • Free 30-day trial.
  • Pricing depends on the chosen apps and licenses:
    • Marketing: from $1,500 tenant/month.
    • Sales: $65-$162 user/month.
    • Customer Service: $50-$95 user/month.

Salesforce

BEST FOR

Growth marketing.

Description

  • Leader in 2021 Gartner Magic Quadrant for CRM Customer Engagement Center for the 13th consecutive year.
  • Users report highly intuitive UI of the platform.
  • Relies on proprietary solutions: Salesforce Einstein as an AI engine and Salesforce Genie as a real-time data platform that unites data from any channel (mobile and web apps, APIs, corporate data lakes).
  • Has a vast suite of marketing solutions for customer data intelligence, customer experience personalization, loyalty, advertising, content management.
  • Works well for global enterprises, among which are PayPal, IBM, T-Mobile, Mercedes-Benz.

Pricing

  • Free trial on demand.
  • Pricing depends on the chosen modules and licenses:
    • Marketing: separate pricing for 8 marketing solutions.
    • Sales Cloud: $25-$300 user/month.
    • Customer Service: $25-$300 user/month.

SAP

Best for

Industries with high specificity (industrial manufacturing, high tech, automotive).

Description

  • Leader in 2022 Gartner Magic Quadrant for Personalization Engines.
  • Leader in 2022 Gartner Magic Quadrant for Sales Force Automation.
  • Offers five modules under the umbrella of all-around customer experience solution: sales, marketing, customer service, ecommerce and customer data.
  • Clients: Bell Textron (aerospace manufacturing), Topcon (optical equipment manufacturing), Dell Technologies, Lufthansa Technik (aircraft maintenance and repair).

Pricing

Prices are available by direct request to SAP.

Oracle Customer Experience (CX)

Best for

Bringing AdTech and MarTech together.

Description

  • Leader in 2021 Gartner Magic Quadrant for CRM Customer Engagement Center for the 10th consecutive year.
  • Along with standard sales, marketing and customer service modules, includes an advertising solution and cloud CX platform (for customer data and content management).
  • Offers low-code development tools to create native extensions and stand-alone web and mobile experiences.
  • Clients: Mazda Motor Europe, Hermes, Exelon Corporation, Dow Chemical Company.

Pricing

Prices are available by direct request to Oracle.

Adobe Experience Cloud

Best for

Building an omnichannel customer experience (with a large focus on commerce).

Description

  • A collection of 18 apps to build end-to-end customer experience.
  • Leader in the 2022 Gartner Magic Quadrant for Digital Commerce for the sixth consecutive year.
  • Leader in 2022 Gartner Magic Quadrant for Digital Experience Platforms for the fifth consecutive year.
  • Offers Adobe Analytics solution that enables in-depth customer data analysis, versatile reporting and predictive modeling.
  • Clients: Walgreens Boots Alliance, Marriott International, Philips, Selco Builders Warehouse.

Pricing

Prices are available by direct request to Adobe.

Haven’t Decided on a Best-Suited CRM Platform Yet?

CRM selection is a very difficult task, where it’s necessary to consider a variety of factors: your business requirements, the size of your team, the geographic structure of your company and many more. You can reach our CRM consultants – they will help you make the right strategic choice.

How to Solve Key Challenges You May Face with SaaS CRM

In general, using SaaS CRM is really convenient – you get a full-packed solution that enables omnichannel customer outreach and personalized customer experiences built on comprehensive customer data. However, be prepared that certain aspects may not be perfect and engage CRM consultants (be it ScienceSoft or any other company you trust) to polish them.

A complex, hard-to-adopt system

Being accurate at the stage of CRM selection, you avoid getting abundant functionality hampering your teamwork. If your CRM is the best fit and still poorly adopted by your team, request user training to know how to use it correctly.

Non-intuitive, non-adapted UI

Interview employees who will be using the system to understand what workflows are convenient for them and tune default user journeys accordingly.

CRM performance is lagging behind

All the work on the code level must be done by knowledgeable programmers who ensure all the custom features and modules work as intended and don’t overlap.

Incomplete customer information

You need to analyze accurately what sources of customer data your business may leverage and set up relevant integrations.

Duplicate accounts

It’s the task for data engineers to find intersections in the multitude of disparate data sets that your CRM collects and configure proper duplicate detection rules.

CRM requiring a lot of manual input

Go for workflow analysis that will highlight manual activities to be automated.

Support Your Customer-Focused Strategy with the Best CRM

At ScienceSoft, we are happy to see how companies massively aim to be more customer-oriented, and CRM is just the right tool to support this approach. Our team has already helped 40+ companies design their customer management strategy and choose, implement and successfully adopt a proper CRM system. If you are looking for expert assistance, here is how we can help:

SaaS CRM consulting

We help with CRM selection, define the optimal approach to its deployment and the key integrations. We also provide you with a clear implementation roadmap with project time frames defined and investments assessed.

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SaaS CRM implementation

We transform default CRM apps into uniquely configured and customized solutions. We also set up all the necessary integrations to collect the fullest customer information in your CRM. To release it confidently, we never miss testing and validate the usability, functioning, security and performance of your CRM.

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CRM migration

We help you migrate from a legacy CRM to a new modern and advanced platform. We ensure the successful deployment of a new CRM and data migration from the legacy app.

Request

Custom CRM development

Custom CRM is an alternative to SaaS CRM that we advocate if no commercial product suits your needs. If you opt for this approach, we will fully architect, design and code the CRM system for you.

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SaaS CRM Implementation: Success Stories by ScienceSoft

CRM for a Bank with 7 Million Clients, 7,000 Employees and 180 Branches

ScienceSoft made the best use of a robust SaaS CRM – Dynamics 365 – and tuned its customer base management, sales activities planning workflows and reporting for the bank's needs.

CRM for a Healthcare IT Company

ScienceSoft perfectly tailored sales and decision-making activities in a SaaS CRM – Salesforce Sales Cloud – with point-and-click tools only.

About ScienceSoft

About ScienceSoft

ScienceSoft is a global US-headquartered IT consulting and service company with 34-year experience and a team of 700+ professionals. Since 2008, we offer all-around CRM services to help companies manage the whole diversity of customer interactions in a fast-pacing digital world.