Capsule CRM vs Zoho CRM

Capsule vs Zoho CRM – Comparison and Review

Capsule CRM is similar in many ways to Highrise CRM. It is contact management solution that is only available in the online variation. Offline is not available. Both Highrise and Capsule CRM offer nearly identical functionality and share a similar look and feel. Capsule customers can also pay on a month-to-month basis. Capsule is developed by a very small, privately-held, UK-based company, Zestia, and can be purchased directly from the Google Apps Store.

Zoho CRM is often viewed as an affordable On-Demand CRM. It is part of a broader portfolio of on-demand business applications, which cover areas such as project management, document collaboration, invoicing and web conferencing. Zoho offers a full CRM feature set, which is designed for companies with simple to intermediate requirements. Visually, Zoho looks a lot like an older version of Salesforce.

Packaging & Pricing in Capsule and Zoho

The Capsule CRM full contact management feature set is available across both editions. Pricing is differentiated by the maximum number of users, maximum number of contacts, the maximum number of opportunities, maximum number of cases and maximum storage capacity.

The free edition of Zoho is limited by (a) the maximum number of users (three) and (b) storage allocation.

It excludes the following features/modules:  (a) products, (b) security administration, (c) workflow and (d) mail-merge.

The Professional edition is limited by storage allocation and other tools that are only available in Enterprise edition such as (a) deduplication, (b) web tabs and (c) groups.

User Interface and Experience in Capsule and Zoho

The screens within Capsule CRM are simple and uncluttered. The primary navigation is found via the tabs across the top of the screen:  (a) dashboards, (b) contacts/companies, (c) opportunities (d) cases. Users also have access to recent records. Users can create new records and activities, carry out searches and open system settings directly.

The screen design in Zoho is very similar to older version of Salesforce. Tabs are restricted to navigating between primary record types such as (a) accounts, opportunities, contacts etc. Most record types are presented as a single continuous page. This requires quite a bit of scrolling in cases where a record is very detailed: for example attachments, opportunities, contacts, notes, activities, products, quotes, sales orders, invoices, related accounts and cases.

Managing Contacts and Companies in Capsule and Zoho

Capsule supports both B2B and B2C business models; and contacts can be people or organizations. Users are able to add multiple contacts to an organization at the same time. The tabbed sidebar provides access to the following features: (a) summary information, (b) attachments, (c) opportunities and (d) cases. Summary contact information is made available in sidebar where background notes and tasks can be added.

Zoho CRM supports both B2C and B2B business models, thus both the Contacts and Companies scenarios. Zoho also provides basic contact information, including Skype ID. It allows users to initiate a web conference directly through the contacts tab. The following subpanels/tabs are available and can be added to contacts and accounts: attachments, opportunities, contacts, products, quotes, activities, notes, cases, quotes, sales orders, purchase orders, emails, invoices and campaigns.

Managing Tasks and Activities in Capsule and Zoho

Capsule CRM provides basic calendaring activities. Users can subscribe to iCal for Apple and Outlook 2007 sync. Capsule also offers basic task management – including the due date and the task category. Completed tasks appear with strikethrough format.

Zoho CRM provides basic capabilities for task and event management: (a) create/edit a task or event (b) support for recurring events (c) invitees, including external invitees can be added (d) inbound/outbound calls can be logged and (e) a stopwatch feature is provided to record the amount of time spent on individual calls.

Managing Document Attachments and Mail-Merge in Capsule and Zoho

In Capsule a range of attachment types can be uploaded within the contact / company module. Interestingly, explanatory notes can be added to documents.

Document attachments in Zoho can be uploaded from (a) the user’s desktop (PDF, Word, Excel or PPT), (b) from Google docs or from (c) Zoho docs. Mail-merge can be performed with the Zoho Writer. This is only available in the paid versions of the product though. Mail-merge templates can be loaded from Word, Google docs or Zoho docs.

Web-To-Lead Forms in Capsule and Zoho

Users can capture contact details directly in Capsule through a website.  The user simply selects Capsule fields to make available online, and Capsule CRM then generates code to be embedded in the customer website. Conveniently, the captured contacts generate a task in Capsule CRM.

Depending on the edition of Zoho CRM, users can create up to 25 online forms for lead capture. Users can select the fields to be made available online through the Web form builder. The web form builder generates code that can then be embedded in any customer website.

Managing Opportunities in Capsule and Zoho

Capsule offers basic opportunity management capabilities: (a) capture value, (b) description, (c) estimated close date and (d) stage. Unfortunately, sales stages are not provided out-of-the-box; these can be configured in settings though: (a) name and (b) probability of closing Capsule provides a list view of current opportunities as well as a Dashboard of current opportunities with graphical components along with a sliding timeline.

In Zoho CRM, Opportunities are referred to as Potentials. These can be created individually or imported from an external source. Potentials provide a similar structure to accounts and contacts. They allow users to track basic opportunity information, including stage and probability.

Please note that contact roles are supported (for example the decision maker, influencer, etc…) and Zoho provides ‘Big deal alert’ capability. Zoho provides basic capabilities to manage suppliers and generate purchase orders. Supplier information is captured in the same way as customers. And purchase orders are handled in the same way as invoices.

Mass Email in Capsule and Zoho

Capsule mass email functions within a partnership with MailChimp service. This provides limited integration: users can export a list of capsule contacts to MailChimp, and then add/remove Capsule contact to/from the MailChimp list.

In Zoho CRM, campaigns are limited to a maximum of 250 outbound emails per day. Campaigns are accessed through the Leads or Contacts area. Users can create templates, define target lists through Zoho views, and define an email schedule.

Managing Cases and Knowledge Base in Capsule and Zoho

Capsule CRM offers basic ticketing / case management capabilities with summary case information.  Capsule uses guided processes, called Tracks, in order to progress forward. The cCase status is not supported out-of-the-box though; this can be added though as a custom field with a drop-down.

Zoho CRM provides basic ticketing / case management capabilities. This includes configurable case assignment and escalation rules; these are only available in paid versions of the product. Online case logging and update capabilities are available within Zoho CRM. Basic knowledge management capabilities also exist in the system.

Dashboards in Capsule and Zoho

The Capsule Dashboard tab displays active tasks and recent updates. A specific dashboard for sales pipeline is also available; this is a visual pipeline forecast. Pipeline by stage chart; conversion rate data; pipeline by tag; and upcoming opportunity tasks are also available.

In Zoho CRM, Dashboards are available out-of-the-box for the following modules: leads; accounts and contacts; opportunities; campaigns; cases and solutions; products and inventory. These Dashboards can be edited, but they unfortunately cannot be filtered. Custom dashboards can be created in Zoho, but the maximum number of dashboards is limited by the edition.

Workflow in Capsule and Zoho

Capsule provides no workflow, yet support for guided processes, known as Tracks is available. Tracks capture and enforce specific steps for business processes, such as case management or sales.

Workflow in Zoho CRM is limited to one trigger, one action. Workflow is used to create a new alert, task or field update based on the creation/update of a record or a field. Yet Workflow cannot be used to create a new record.

Mobile and Offline Availability in Capsule and Zoho

Internet Explorer, Safari and Firefox are all supported by Capsule CRM. Capsule offers no offline access. Thus there is no offline client for Capsule. Capsule provides an HTML 5 beta client for mobile devices – iOS3+, Android 2.1+, and BlackBerry OS 6.

Zoho CRM has browser support for IE7 and Firefox 3.0 and above. Offline access is free in Enterprise and an extra cost option in the Free and Professional editions. The dedicated, persistent iPhone client was launched recently. Zoho provides Mobile browser support for iOS and Android devices. Zoho CRM functions on other mobile browsers, such as Opera, but is not supported.

Customization and Security Options in Capsule and Zoho

Capsule CRM offers very limited customization / configuration / personalization. There is a range of skins/themes available, and the company logo can be added to start up screen. Custom fields can be added to the following 4 modules: (a) contacts, (b) companies, (c) opportunities and (d) cases. There is no profile-based security available within Capsule.

In Zoho CRM fields are added through a drag and drop configurator. These fields can be deleted or hidden. Tabs, including external websites, can also be added. Views and search layouts can also be configured.

Storage and Data Import in Capsule and Zoho

Storage is limited by the edition of Capsule CRM. The free version supports up to 250 contact records and 10MB of file storage overall. There are unlimited opportunities and cases. The Professional edition of Capsule supports 50,000 contact records and 2GB of file storage per user. There are unlimited opportunities and cases. It is noteworthy that additional storage can be purchased on a case-by-case basis. Data can be imported through standard file formats such as CSV files.

Data storage in Zoho is limited by edition. The Free version supports up to 100,000 records and 100MB of file storage. The Professional edition supports unlimited records and 250MB of file storage. The Enterprise edition supports unlimited records and 500MB of file storage. Please note that additional storage can be purchased at $4 per GB per month. Importing: Contact records can be imported from Outlook or Salesforce. Zoho CRM importing supports a range of other files formats.

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Mark Shaw

Director at Accent Gold Solutions
Author: Mark Shaw, Director of Accent Gold Solutions, is certified in a number of CRM systems - including SAP CRM, SugarCRM and ACT! Having studied Business at the University of Massachusetts, he went on to consult several large Energy Utilities in the US and Europe - including designing a Sales Database for the largest European provider of Natural Gas. Using his unique combination of sales and marketing experience, Mark has set up and led successful sales teams for several firms, including Xerox.
Read more about Mark on our About Us page. Google