A waste of time and money
We signed up to OpenCRM after extensive research and several detailed sales conversations. From the outset, I made our objectives very clear. During those calls, including conversations with the boss, Danny, we were repeatedly assured that the platform could deliver exactly what we needed.
Almost six months later, we are still unable to use the system for the core functions we signed up for.
We paid an upfront development cost of £5000, plus we've invsted another £3000 for our DMS platform developer to build API integration into Open CRM.
The "training" has been consistently disorganised and unprepared. Instead of structured guidance, sessions are largely spent uncovering further limitations that require development work.
In reality, our own web developer now has a better grasp of the system than the trainer assigned to us, and shows him where things are and suggests workarounds.
When we raise concerns with Danny directly, the response is that we simply need more training. However, there appears to be a lack of communication and joined up thinking between Danny, the trainer and the developers. We are being asked to sign off the project, while at the same time discovering clear functional gaps during training sessions.
I am unable to sign off because the project is not complete and the agreed objectives have not been delivered. When I raise concerns, I am told to book another training session, but am unable to find time in OpenCRM's calendar for 2 weeks. We wait 2 weeks for said "training" and then discover that yet again, the platform does indeed require further development, with the trainer having no idea of timeframe.
We have invested significant budget and time into this platform and now feel stuck with a system that does not meet our operational requirements. The ongoing delays are costing our business money.
Based on our experience, I would definitely not recommend OpenCRM to other businesses.
Reply from OpenCRM - Hosted CRM Alternative for Salesforce
We’re really sorry we didn’t respond sooner — we’ve only just this morning come across your review. As we don’t receive Trustpilot feedback very often, we unfortunately missed the original notification, but we do appreciate you taking the time to share your experience.
We’re sorry that parts of the project didn’t meet expectations, particularly around the delays. We understand how frustrating that must have been, and we do take that feedback on board. A key factor at the time was a change in direction agreed in October, which meant a significant amount of work had to be revisited. While this was important to reach the right end result, it did have an impact on timings.
Just to provide a little context, the £5,000 referenced included VAT and the first year’s subscription, which we have since refunded. The additional integration work carried out by a third party was also part of the planned approach from the outset.
It’s encouraging that things are now moving more positively and that the system is delivering what was originally intended. We’re pleased that the working relationship has improved, and we’re committed to continuing in that direction.
We do appreciate your feedback and will use it to improve how we deliver and communicate going forward.
