OnContact Reviews & Pricing

Key Features

Sales Automation

• Contact Management: OnContact enables users to focus on building relationships with customers, facilitated by a 360-degree view of data and interactions, along with a scheduling tool for activities like tasks, meetings, events and emails. Additional features include document upload, custom fields, contact status, quick search and advanced filters to find whatever data desired. 
• Opportunity Management: This feature helps boost the bottom line by helping sales reps stay on top of every deal and gain full visibility into opportunities. Users can apply a defined structure to the sales cycle and see how the cycle works to improve methods. Forecasts can be generated in a few clicks and assessed in real time. 
• Lead Management: Users can make the most of the leads they capture and improve selling performance by leveraging this toolset. Lead tracking shows where leads originated from and complete contact details assist with lead nurturing. Users can also create a system for easily defining which leads are the most valuable. 
• Business Card Reader: Available on the platform’s mobile app, this feature lets users quickly and reliably capture contact information from business cards. Language processing reads the card info and assigns it to the appropriate database fields. 
• Quotation Management: Users can generate quotes in-platform without needing to integrate with a third-party tool, streamlining the quote process. Users can create quotes from companies, contacts and opportunities, with customizations allowing them to address any unique needs. Quotes can be exported as PDF or Word doc files. 

Marketing Automation

• Campaign Management: Improved outreach can be achieved by building personalized, targeted campaigns based on factors like purchase trends, online activity, demographics and more. The solution facilitates multiple campaign types so users can effectively manage everything from lead generation and nurturing to cross-selling. Metrics help improve performance to boost ROI, and a workflow engine automates time-intensive tasks. 
• Email Marketing: Connection with OnContact’s database allows this feature to seamlessly build email lists and segment groups for campaigns. Its drag-and-drop interface eliminates the need to know HTML and it auto-validates addresses, reducing bounced emails. Users can preview and test emails, as well as personalize content using custom tags. 
• Lead Scoring: Users can focus on the best prospects by building a system for determining lead value, based on business needs and target market. New actions by leads prompt the system to update their score so the sales team always knows what to prioritize. 
• Landing Page Integration: Automatic lead generation is achievable by embedding a form on a website landing page. Form submissions create or update a record in OnContact, capturing contact details. 
• Web Visitor Tracking: Real-time analytics that show web visitor activity and patterns help users understand how people interact with their site. This can improve lead gen efforts by indicating buying journey stage, content downloaded, referral sources and the browsing history of return visitors.  

Management

• Pipeline Management: A visual view of the sales pipeline and data summaries lets managers easily assess the overall health of the pipeline, with the option to drill down for specific analysis. 
• Workflow Automation: Users can save time and reduce workloads by leveraging the system’s workflow engine. It provides business logic to trigger events and structures workflows as steps that can be configured. In addition to common automations like drip campaigns and alerts, users can insert validation codes into forms to guarantee data accuracy. 
• Dashboards: It’s easy to sift through data with interactive charts and graphs. Users can customize their dashboard view according to the information they care about the most. Eight types of dashboards are offered, including marketing, sales, management, calendar, customer service and a daily planner. 

CRM Tools

• Document Management: This feature simplifies the sharing of documents and provides data security. Users can attach, share, edit and save files like invoices, contracts, quotes and more, all in one location, with categories for quick navigation. Documents can also be stored in the knowledge base, providing greater access when needed. 
• Deduplication: Automated deduping saves time and ensures accurate records. Users can also check for duplicates manually with a mass dedupe tool that lets them specify the size of the list to be checked. Duplicates can then be removed or merged. The list can be saved to finish at a later date. 
• Business Process Repository: Companies can retain knowledge, organize processes, reduce transition costs and catalog procedures using this tool offered by Optimum Output. It stores procedures in the cloud and structures information according to department and role. It only takes one click to document a new procedure. 

Customer Service

• Case Management: Support teams can ensure consistently high service with this application. Case tracking offers a detailed history of cases, including status, priority, assignee, issue type and change requests. Users can configure case escalation rules so each issue is addressed appropriately. The system also captures new cases, customer inquiries and change requests in queues to organization distribution. 
• Asset Management: Accessing product information requires only a couple clicks, so support agents can respond more quickly to service requests. Logs show a history of what every customer has purchased, and customers or products can be tied to a contract for easy tracking. 
• Contract Management: This feature helps users keep track of renewal deadlines, store contract data and identify the level of service customers have. It’s possible to add and track the amount of support time each customer has so agents always know how much support remains. 
• Customer Portal: Service teams can reduce workloads and focus on critical issues by granting customers 24/7 access to self-help resources. Customers can submit and track cases and send messages via a workspace. The portal also offers a knowledge base, which can be accessed by internal users or customers. 
• Change Requests: Customer service reps can ensure all change requests are received and dealt with according to priority. Users can classify requests according to a number of criteria such as version, type, status and more. Requests can be assigned, matching the issues with the best agent. 

Call Center

• Call Scripting: The solution promotes more effective sales calls by providing sales reps with scripts to follow in real time, automatically generated using data from the contact’s record. Dashboard screens provide useful information like product links and FAQs that reps can refer to while on calls. 
• Content Management: This feature lets users capture call data via notes that are saved directly in the CRM. It also offers custom fields, editing and HTML coding. 
• Calling Queue: Call centers can achieve organization and cut down on inefficient work by putting calls into queues. Calls can then be routed to agents who are available or have the necessary knowledge to address the problem. 

Limitations

• Running reports could be quicker and easier.
• Finding info and adding activities requires too many clicks.
• Design is clunky and not user-friendly.
• There’s a steep learning curve to customize it.
• Mobile app for iOS is buggy — jumpy scrolls, unexpectedly logs users out.

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