Insightly CRM: Solutions for Insightful Customer Relations

Insightly at a Glance

Insightly is a computer technology company founded in 2009 and headquartered in San Francisco, California. The company offers four products to help businesses efficiently manage customer relationships, marketing efforts, and integrations. Insightly’s flagship product, Insightly CRM, provides businesses with robust features such as sales pipeline and lead management, opportunity tracking, workflow automation, project management, and customizable dashboards. In 2024, Insightly merged with Unbounce, a company known for their landing page creation and optimization software. This merger allows Unbounce to use CRM data for more comprehensive revenue metrics and enables Insightly to incorporate AI and machine learning capabilities into their platform, aiming to enhance functionality for sales teams.

In addition to their modern CRM, Insightly offers marketing automation software that helps businesses streamline their marketing campaigns, a customer service tool for enhancing support operations, and an integration tool that connects various business applications to ensure smooth data flow across platforms. Each of these products can be purchased separately or bundled together, allowing businesses the flexibility to choose the solution that best fits their needs and scale their operations seamlessly.

Insightly prioritizes data security and compliance, adhering to SOC 2, Type II, HIPAA, and EU-U.S. Privacy Shield Framework standards. Their databases are stored off-site with military-grade encryption, ensuring customer data remains protected at the highest level. Despite not being accredited by Better Business Bureau (BBB), Insightly has an impressive A+ rating, demonstrating their dedication to high-quality service and client satisfaction.

Insightly CRM Features & Service Options

Sales pipeline and lead management

Insightly CRM’s sales pipeline and lead management tools enable businesses to track and nurture leads through various sales funnel stages, enhancing visibility into sales activities and optimizing the sales process. Key features include automated lead capture, assignment, and routing based on custom criteria and Kanban views, allowing users to manage their sales pipeline visually. Businesses can also leverage email templates, web-to-lead capture, and schedule outbound emails, ensuring timely and personalized communication with prospects. Insightly’s pipeline tools help prioritize high-quality leads and seamlessly convert qualified leads into opportunities, ultimately driving higher conversion rates.

Opportunity management

Opportunity management in Insightly allows businesses to track potential deals from inception to closure through customizable pipelines. Users can manage opportunities with tools like customizable sales processes, task management, and detailed opportunity records, which help forecast revenue, set deal stage probabilities, and link communications such as emails, tasks, and notes. By organizing information about prospects, businesses can better understand each deal’s status, maximize their chances of closing deals successfully, and maintain strong customer relationships.

Workflow automation

Workflow automation in Insightly CRM helps businesses eliminate repetitive tasks, streamline operations, and enhance overall efficiency. The platform allows companies to set up automated notifications, task assignments, field updates, and custom workflows that reduce manual intervention, minimize errors, and ensure that important steps are not missed. This automation extends across sales, marketing, support, and project management, providing businesses with the flexibility and scalability needed to operate more efficiently.

Products, price books, and quotes

Insightly’s products, price books, and quote features provide essential tools for managing product offerings and generating accurate price quotes directly within the CRM tool. Sales teams can create detailed product catalogs, configure price books aligned with specific opportunities, and generate branded quotes quickly. This integrated approach simplifies the sales process, reduces errors, and enhances internal communication, enabling faster deal closures and a smoother sales experience.

Project management

Insightly’s project management capabilities enable businesses to convert won opportunities into projects, ensuring a seamless transition from sales to execution. The platform supports native project management with configurable, automated workflows and task management features that help teams stay organized and on track. Insightly’s custom pipelines and fields allow businesses to tailor project workflows to fit their needs, enhancing collaboration and accountability across the project lifecycle.

Customizations

Insightly CRM offers extensive customization options, allowing businesses to adapt the platform to their unique requirements. Users can create custom fields, objects, page layouts, and dashboards, making managing data and streamlining workflows easier. Custom page layouts and role-based permissions ensure that team members see only the information relevant to their roles, improving the user experience and maintaining data privacy. These customization features allow companies to align the CRM with specific processes, boosting productivity and user adoption.

Email management

Insightly’s email management tools integrate directly with Gmail and Outlook to ensure seamless communication within the CRM. Users can manage emails, create automated, customized templates, and schedule messages without leaving the CRM platform, enhancing communication efficiency and consistency. Insightly also provides features such as mobile business card scanning, voice notes, and real-time synchronization, enabling sales teams to stay connected and manage their communications effectively from anywhere.

Reporting and insights

Insightly’s advanced reporting and analytics capabilities empower businesses to analyze performance with customizable, real-time dashboards and reports. Built-in business intelligence dashboards visually represent key metrics, while customizable reports provide deeper insights into sales, marketing, and operational data.

With features like configurable insight cards and drill-down paths, Insightly helps teams track performance, identify trends, and make data-driven decisions to achieve their business goals.

Plans & Pricing

Insightly offers three pricing tiers designed to cater to businesses of varying sizes and needs. Users can try their Pro and Professional plans with a free 14-day trial. The Plus plan, priced at $29 per user per month (billed annually), provides basic features such as lead and contact management, project management, advanced reporting, and pre-built business dashboards. This plan is ideal for small businesses looking to enhance their sales and project management processes.

The Professional plan, which costs $49 per user per month (billed annually), includes all the capabilities of the Plus plan and adds more advanced features such as lead assignment and routing, workflow automation, and custom page layouts. This plan is recommended for growing businesses that require more sophisticated tools to manage their sales and operational workflows efficiently.

The Enterprise plan is available for larger enterprises with complex needs at $99 per user per month (billed annually). This top-tier plan includes all the features of the Professional plan and adds sandboxes for testing, products, price books, quotes functionality, and comprehensive audit logging. This plan is tailored for organizations that need advanced customization, security, and detailed management of their sales processes. To start with this plan, businesses must contact sales for more details and a personalized setup.

Insightly All-in-One solution

Insightly offers an All-in-One solution that bundles their CRM, marketing automation, customer service, and integration tools into a cohesive platform for businesses looking to maximize their investment and streamline operations. This comprehensive package provides a unified experience across sales, marketing, and customer service, allowing teams to work more efficiently and cohesively. The All-in-One solution is available in three pricing tiers to accommodate businesses of all sizes:

• Plus: Starting at $349 per month (billed annually), this tier includes all the essential tools to manage sales, marketing, and customer support in one platform. This option is ideal for smaller businesses looking to integrate their core operations
• Professional: At $899 per month (billed annually), the Professional tier is designed for growing companies that need advanced features such as workflow automation, custom page layouts, and enhanced integration capabilities. It offers a more robust solution for teams that require a higher level of customization and functionality
• Enterprise: For larger organizations with complex needs, the Enterprise plan starts at $2,599 per month (billed annually). This plan includes all features from the Professional package, plus additional tools like sandboxes for testing, advanced security features, and comprehensive audit logging. This plan is tailored for enterprises that demand extensive customization, scalability, and high-level data security

Businesses can contact Insightly sales to learn more about these packages and tailor the All-in-One solution to their specific needs, ensuring they have the right combination of tools to drive growth and efficiency.

Additional Insightly tools

Insightly offers a range of pricing options for their additional products. Insightly Marketing starts at $99 per month for 2,000 prospects, scaling up to $999 per month for advanced features like custom scoring models and comprehensive audit logging, with prices increasing as the number of prospects grows. Insightly Service begins at $29 per user per month, with higher plans up to $99 per month, offering advanced features such as custom validation rules and unlimited brands and portals. For integrations, Insightly AppConnect is available from $249 per account per month for 25,000 tasks, scaling to $1,899 per month for 250,000 tasks, with options to purchase additional tasks and set up services.

Advantages & Disadvantages of Working with Them

Advantages

• Mobile application: The Insightly mobile app provides a powerful, on-the-go experience for iOS and Android users, ensuring all key CRM functionalities are at your fingertips. It’s designed to keep data secure by storing information online rather than on your device, enhancing data protection and reducing load times for a smoother user experience. This setup ensures that sensitive business data remains safe, even if the mobile device is lost or compromised
• Extensive integration capabilities: With over 2,000 integrations available through Insightly AppConnect, the platform connects seamlessly with various third-party applications, including popular tools like Google Workspace, Microsoft 365, QuickBooks, and Xero. This connectivity allows businesses to streamline operations, reduce data silos, and create a more cohesive digital workspace tailored to their unique needs
• Price quote generation: Insightly’s mobile app facilitates fast and accurate price quote generation directly within the CRM, streamlining the sales process and ensuring that quotes are consistent with current product offerings and pricing strategies. This capability helps sales teams respond quickly to customer inquiries, improving the overall sales experience
• Mobile business card scanning: Insightly's highly convenient feature allows users to scan business cards with their mobile devices, automatically creating new CRM contacts or leads from the scanned information. This capability eliminates manual data entry, speeding up the lead capture process and reducing errors
• Customizable reports: Unlike standard, off-the-shelf reports, Insightly offers highly customizable reporting options that allow businesses to dive deeper into their CRM data. This flexibility enables companies to extract specific, actionable insights that align with their unique operational goals, making it an invaluable tool for businesses that need tailored analytics to stay competitive
• Real-time synchronization: The Insightly mobile apps are designed for real-time synchronization, ensuring that data is always updated across all devices. This feature supports dynamic decision-making and keeps teams aligned

Disadvantages

• Marketing and customer service as separate tools: Insightly’s marketing and customer service functionalities are separate from the core CRM tool, requiring additional purchases if businesses want to access these features. While this allows for specialized capabilities, it may increase overall costs and require users to navigate multiple platforms
• Complete workflow automation unavailable in basic plan: The basic plan lacks complete workflow automation, which means users on this tier do not have access to advanced features like automating task sequences, sending triggered emails, executing custom code, or firing webhooks. These advanced automation tools are only available on higher-tier plans, potentially limiting functionality for smaller businesses on a budget

The Customer Experience

Insightly maintains a profile with the BBB, where they have achieved an impressive A+ rating despite not being accredited. On Trustpilot, they hold a 3.2 out of 5, reflecting a mix of customer experiences. Their ratings vary across other review platforms: Insightly has a 4.0 out of 5 on Capterra, an 8.5 out of 20 on TrustRadius, and a 4.2 out of 5 for Insightly CRM on G2.

Positive reviews

Customers consistently express satisfaction with Insightly CRM’s user-friendly design and intuitive interface, which make it easy to navigate and quickly learn, even for those with minimal technical experience. They appreciate the CRM’s extensive feature set, particularly the marketing automation tools, customizable email campaigns, and integration capabilities with other business tools, significantly enhancing productivity.

Customers also praise the platform’s adaptability, allowing businesses to customize and optimize it to meet their needs without requiring extensive developer input. Insightly's responsive customer support is frequently highlighted, with users noting that the support team provides personalized assistance and proactive guidance, contributing to a positive overall experience.

Moreover, Insightly’s robust project and lead management features are often commended, particularly their customizable pipelines, task automation, and comprehensive reporting capabilities. These tools enable businesses to efficiently manage client relationships and projects, resulting in streamlined operations and improved workflow. Customers also value integrating third-party tools, enhancing the platform's utility.

Negative reviews

While Insightly CRM is praised for their features and customization options, some users have found the platform overly complex, particularly when managing reports and projects. The learning curve can be steep, and navigating the various tools and configurations is said to require more time and effort than anticipated.

Additionally, certain functionalities that users expect to be straightforward, like bulk editing or efficient record management, often involve challenging processes or are unavailable in the basic version.

Customer support has been another area of concern for some users. While the platform offers robust features, the support experience doesn't always match up. Reports of delayed responses and unresolved issues have led to frustration, especially when dealing with bugs or technical difficulties. Upgrading to higher-tier plans for better support is also viewed as a drawback for small businesses with limited budgets.

Despite these challenges, many appreciate Insightly’s integration capabilities and advanced features. However, the costs associated with these features, especially when adding more functionalities, can be a consideration for companies.

Customer Support & Service

Insightly provides multiple ways to connect with their support team, including live chat and the option to submit a ticket directly on their website. Phone support is also available, but it is only offered to users on paid plans.

For additional assistance, users can access Insightly’s comprehensive resource center, help center, and onboarding and training resources, which provide valuable guidance and support to help you get the most out of the platform.

The Bottom Line

Insightly offers a versatile suite of tools that cater to various business needs, focusing on customer relationship management, marketing automation, and project management. With features like customizable pipelines, task automation, and extensive integration capabilities, Insightly allows businesses to streamline their operations and enhance productivity. However, potential users should consider the platform’s complexity, the learning curve, and additional costs associated with advanced features and support.

Overall, Insightly’s all-in-one approach and commitment to data security and customization make them a strong contender for businesses seeking a comprehensive CRM solution. Despite some challenges with support and the need for additional purchases for full functionality, the platform’s robust features and adaptability continue to appeal to companies looking to optimize their sales and project workflows.

For a deeper dive into finding the perfect CRM for your business, check out our comprehensive reviews of other top CRM providers and use our comparison tool to see how they stack up—don’t forget to explore our blog for insights, tips, and the latest trends in CRM technology!

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