Apptivo: CRM Solution with Invoicing for Small Businesses

Apptivo in Brief

Apptivo is a cloud-based CRM platform that serves over 200,000 companies across 194 countries, offering a range of business management tools designed to help businesses improve efficiency and client collaboration. The platform spans multiple industries, including manufacturing, retail, construction, and hospitality, and is used by companies looking to enhance management, invoicing, and communication processes, all from one place.

This solution stands out with its highly customizable suite of over 50 integrated business apps that cover essential functions like CRM, project management, help desk, field services, marketing campaigns, and invoices. Within these categories, they offer many features, such as contact and lead management, opportunity tracking, task automation, accounting tools, and much more.

To ensure data security and compliance, the company follows industry-leading standards. The platform is SSAE18 SOC2 Type II certified and is compliant with both EU-U.S. Privacy Shield and GDPR. Their network security employs advanced encryption, intrusion detection, and prevention technologies, ensuring that customer data is protected at all times. 

They carry a positive reputation within the industry, being named a leader in multiple categories. In 2024, they received the GetApp Category Leader award and were recognized by G2 as a Small Business Leader. They also were a Software Advice FrontRunner in 2023. Their platform boasts impressive performance metrics, including 0% revenue leakage, 70% lead engagement, 90% customer retention, and 100% deal follow-up. Though not accredited by the Better Business Bureau (BBB), they boast an A+ rating from them.

Apptivo Features & Services  

Below is an overview of the various features, tools, and customization options available in their CRM software. We break down their features into the four main service categories they cover: CRM-related services, help desk, field services, and marketing campaigns. 

CRM features

• Leads management: This feature allows you to manage leads with automated tools like Round Robin Assignment, which distributes leads evenly among team members, and has plugins for G-Suite and O-365 that allow easy integration into existing workflows. It also includes features like a lead qualification cycle and API integration with webforms that enable seamless lead nurturing and tracking. You can also monitor lead scores and integrate with Google Forms natively to capture leads
• Contact management: This one helps you manage contacts with IMAP integration, which synchronizes emails directly in the CRM. Task management, email sequencing, and follow-up event tracking are also included to ensure efficient communication. You’d have a 360-degree access view of each contact, where you can utilize Google Map integration, and avoid duplication through smart sorting
• Opportunities management: With this tool, you can organize and track sales opportunities with features like workflow automation and multiple sales cycles. It also includes an intelligent sales dashboard to monitor key metrics and schedule custom reports. This system offers user-level data security and API integration with webforms to streamline sales processes
• Quotes management: You have the ability to customize quotes with template options and manage item catalogs. There is also an E-signature functionality integrated into the software that speeds up approvals, as well as automation tools for reminders and multi-rate tax management to ensure accuracy
• Invoices management: You can personalize invoice templates and integrate them with payment gateways like Xero and QuickBooks, while managing recurring invoices, subscription billing, and set up payment schedules. The platform supports E-invoicing and provides dashboards and reports to track invoicing performance, alongside approval workflows for efficiency 

Helpdesk features

• Optimize operations: They incorporate a powerful email ticketing system and assignment automation that help streamline customer support operations. Their enterprise-grade ticketing portal offers robust management features for handling customer inquiries
• VoIP integration: You can communicate seamlessly with your clients through integrated VoIP solutions, which support RingCentral, Asterisk, and Nexmo integrations
• Chatbot and apps: You can integrate Slack and other apps for real-time support and improved team workflows. It also has customizable rules and real-time SLA tracking to help you ensure timely resolutions
• Support intelligence: You can access insights into support team performance with visualized KPIs, ticket volumes, and agent productivity reports. Scheduled reporting is another feature where management is always aware of key metrics

Field service features

• Mobile app assistance: Their app integrates with Google Maps to plan work routes efficiently and alert customers about upcoming visits. It also offers full support for managing tasks on the go
• In-person signature: This workflow management feature is important to streamline calendar scheduling, dispatch planning, and resource allocation
• Email and SMS triggers: You can automate customer communications to keep them informed of service progress. You get to also automate workflows to manage field tasks more effectively, with an intelligent dashboard providing a real-time overview of ongoing operations

Marketing campaign features

• Drag-and-drop builder: You can easily design marketing emails without coding using the intuitive drag-and-drop builder. This helps in crafting customized templates and previewing them in real-time before sending
• Real-time reports: This helps in measuring campaign success with detailed metrics such as open rates, click rates, bounce rates, and unsubscribes. You can adjust your strategies based on these insights to enhance campaign effectiveness
• Smart segmentation: This means you get to segment your audience for more personalized campaigns, control spam, and ensure messages are reaching the right audience through effective event-based triggers
• Email sequences and time-based triggers: This is used to organize email sequences based on the sales cycle or customer actions, and use time-based triggers to send emails at the optimal moment in the customer journey

Plans & Prices at Apptivo

This company provides a range of pricing plans tailored to different business needs and financial capacities. They offer a 30-day free trial of the Ultimate plan, after which you can opt for the Lite, Premium, Ultimate, or Enterprise plans, depending on your needs. The free trial allows you to explore the platform before making a financial commitment.

• Lite plan: This costs $20 a month per user, or $15 a month if billed annually, and is designed for small sales teams looking to manage deals and send quotes. The plan provides basic CRM functionality, including 18 Apps, 100 custom fields per app, 25 workflows, 8 custom dashboards, 3rd party service integrations, and 24/7 support. It’s ideal for small businesses that are just getting started and need essential CRM tools
• Premium plan: This costs $30 a month per user, or $25 a month for the annual plan, and is suited for fast-growing teams that need a more comprehensive all-in-one CRM solution. It includes advanced functionality, offering 46 Apps, 250 custom fields per app, 75 workflows, 25 custom dashboards, 3rd party service integration, and 24/7 support. This plan is ideal for businesses scaling up their operations, offering more tools and customization options than the Lite plan
• Ultimate plan: It costs $50 a month per user, or $40 a month if billed annually, and is designed for large teams that require extensive automation and integrations. It includes 57 Apps, 350 custom fields per app, 150 workflows, 50 custom dashboards, 3rd party service integration, and 24/7 support. This plan provides higher levels of customization and is best for organizations with complex needs and high demands for automation
• Enterprise plan: This plan operates on a custom pricing model and is best for enterprise-level organizations that need complex integrations and tailored solutions. It offers 65 Apps, 500 custom fields per app, 300 workflows, 100 custom dashboards, custom integration options, 24/7 support with an SLA, and a dedicated account manager. It’s ideal for large organizations requiring comprehensive, personalized CRM services and support tailored to their unique business operations

All plans can be further customized based on the business's needs. For example, you can add extra features like advanced reporting, API extensions, or additional marketing capabilities. These add-ons typically come at an extra cost, depending on the scope and requirements. Additionally, they provide onboarding training and support services on an hourly basis, which start at $125 for a 60-minute session. This session includes account setup, system configuration, and training on how to modify the CRM system for long-term use.

The Advantages & Disadvantages of Apptivo 

To promptly evaluate this CRM provider, it's important to consider both the strengths and weaknesses of the platform to determine if it aligns with your business needs. In this section, we will highlight the key advantages and disadvantages of their software, giving you a clearer understanding of how it can benefit or challenge your business operations.

Advantages

• Affordable plans: Starting at $15 per user, per month, their pricing plans are considered highly competitive, which makes them accessible to small businesses or startups with limited budgets. Additionally, they offer both monthly and discounted annual billing options, as well as a 30-day free trial. These affordable options allow companies to manage customer relationships without the high upfront costs often associated with premium CRM platforms
• Customizable and feature-rich: The platform offers extensive functionalities, which include contact management, task tracking, lead management, and opportunity management, to name a few. These tools are crucial for businesses looking to streamline operations and improve efficiency in managing customer relationships. It also allows for adding or customizing apps to fit your evolving requirements, ensuring that the platform continues to serve your needs effectively
• Estimates and invoices features: They stand out for their invoicing and estimate functionalities, which are particularly helpful for businesses involved in sales and services. These features allow users to generate and send invoices directly from the platform, streamlining the payment process and reducing administrative tasks

Disadvantages

• Steep learning curve: One of the major drawbacks of this CRM is the reportedly steep learning curve, especially for users who are new to CRM platforms. The interface can be overwhelming for beginners, and the extensive features may take time to fully understand and utilize. This can be a significant disadvantage for small businesses or teams with limited time for training, as it may delay the platform's effective use
• Developer-reliant platform: While they do offer extensive customization options, many of these require technical expertise or the assistance of a developer. This reliance on external support can be frustrating for businesses that prefer to manage their CRM without additional help. The need for a developer can also increase costs, particularly for smaller businesses that may not have the resources to hire one
• Limited free trial: Unlike leading competitors, the company does not offer a free forever plan. Their 30-day free trial is limited in features and accessibility, and while their paid plans are competitively priced, businesses looking for a no-cost solution may find this limiting

The Customer Experience at Apptivo

The company receives a broad spectrum of reviews from different online feedback platforms. On G2, they hold an impressive rating of 4.4 out of 5 stars, reflecting positive customer feedback. Similarly, they boast the same 4.4 stars on both Capterra and Software Advice. However, on Trustpilot, the company’s score is a lower 2.6 out of 5 stars, highlighting mixed experiences. These varied scores indicate both customer satisfaction and areas of concern.

Positive feedback

Customers frequently praised them for the CRM’s flexibility and the ease with which the platform integrates various business management tools. Many reviews highlighted their capacity to adapt to unique business needs, such as customizing modules to match specific industries. Customers also commended the platform’s user-friendly interface and comprehensive customer support. Reviewers have shared experiences of personalized care, noting that their support team is responsive and helpful in resolving issues, particularly when it comes to complex platform configurations.

Critical feedback

Despite positive experiences, they also face criticism. Common complaints revolved around technical glitches and bugs that disrupted user experiences, such as saved updates not being reflected accurately. Additionally, some users have expressed dissatisfaction with the lack of transparency around pricing, and hidden fees were a recurring issue. Furthermore, certain customers found the company’s support performance sporadic, reporting delayed responses, especially in critical situations. Although they offer useful solutions, some users feel that the company’s customer support could be more proactive in addressing these issues.

Customer Support at Apptivo

You can reach their customer support through a variety of channels:

• Phone support: You can reach out to the support team by calling the support line at (855) 345-2777, extention 2. For sales inquiries, you would press extention 1 after dialing the same number
• Offices: The company operates across multiple locations globally, with their US headquarters located at:
  • 7950 Legacy Drive, Suite 400, Plano, TX 75024

Additionally, a website chatbot is available to address basic inquiries, providing a quick and convenient way for you to get immediate assistance. They also offer a Contact Us form on their website, where users can submit queries directly. For more in-depth support, the company also offers a variety of training resources, tutorials, and guides through their online help center, which can be accessed via their website.

In Conclusion 

Apptivo is a highly flexible and customizable CRM platform that caters to the diverse needs of smaller businesses across various industries. With 50+ integrated business apps and a wealth of features, they help many streamline essential functions such as CRM, project management, help desk services, and marketing campaigns. 

A significant advantage of theirs is affordability, with pricing plans that make it accessible to small and growing businesses. The wide range of features—such as invoicing, estimates, lead management, and marketing automation—offer companies the tools they need to stay competitive and increase productivity. Moreover, their customization options enable businesses to tailor the platform to their specific needs, providing a unique edge over competitors. 

If you're considering CRM software, it's important to weigh the pros and cons of each option. We recommend checking out our detailed reviews on other CRM platforms, where you can explore various providers and see how they compare. You can also use our comparison tool to narrow down the best choice for your specific needs and dive into our blog for in-depth articles about the latest CRM trends and features.

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