freeagentcrm.com Reviews 2

Bad experience that did not live up to the promise.

After a lengthy due diligence, we selected FreeAgentCRM as our CRM package. The sales cycle went well and we felt comfortable that we made a sound decision. The whole experience fell apart during implementation, with three main issues.

1. 90 days into our 12 month contract and still did not have a single CRM workflow in production. It appeared we would not be functional until at least month 4 or 5.

2. Of course there are many reasons for this, but the primary responsibility for failure fell on the implementation lead from FreeAgent who repeatedly misinformed our team on direction and capabilities. Much time was wasted just getting the discussion for implementation scheduled. Once it did start, focus was on items that were not critical and he often confused the team with wrong information and requests. Our team did request a change to be made, but that did not occur.

3. We recently implemented a new CRM, Netsuite. We were led to believe that the API's were readily available and that integration to FreeAgent would be easy and part of the service. Instead, we received a quote for FreeAgent to develop the integration resulting in a lengthier implementation cycle and much higher costs (50% more) to implement.

We did pay the full year contract up front to take advantage of the discount and fully expecting the implementation to go quickly and smoothly. This was far from our experience and we had to part ways with FreeAgentCRM to focus on a solution that would actually be implemented properly.

The FreeAgent sales rep did respond and I always felt she was the best part of the experience. They did offer to send a few people onsite to get things squared away, unfortunately, this came far too late in the process and the damage had already been done. While I think a full credit should have been offered due to our total lack of satisfaction, I did request at least a partial credit and was told it would be communicated to the President (and that he was made aware of our issues). Never heard from FreeAgent again.

I would suggest you focus your energy on another CRM provider and spare yourself the heartburn.