SuperOffice CRM review by Inspector Jones

Norwegian-based SuperOffice has provided a CRM-type package, since 1990, making it one of the oldest of its product genre. The current versions are available both in on-premise and cloud (SaaS) versions.

All versions of SuperOffice CRM can be tailored to meet the needs of particular companies in different industries. To help with this, individual users can set their preferences.

There are two options for those choosing the server-based system: SuperOffice Sales and Marketing, and SuperOffice Customer Service HelpDesk. In addition, there are a number of add-ons.

SuperOffice Sales and Marketing is the true-CRM part of the product. It contains a number of features that you would expect of any CRM. These include contact management, document management, calendar support (with shared diaries), territory management, sales management, project management and campaign management.

It consolidates all of the information about a firm’s customers, prospects, and suppliers, making that information easily accessible. All contact information (addresses, contact histories, letters, faxes, and emails) are stored in an inter-connected way, as well as relevant information from other sources (e.g. an ERP system).

SuperOffice Customer Service allows many customer inquiries to be answered 24/7. Customers can follow their cases through the system. There is an Internet-based self-service system where customers can serve themselves.

Both the Sales and Marketing, and the Customer Service Help Desk versions can be bought for a single payment, or they can be rented on a monthly basis. Firms install the software and host it themselves.

SuperOffice CRM Online (which comes in both a Standard Edition and a Professional Edition) provides a cloud-based system. Users can enter information via the Internet. In addition, there are apps available for mobile devices making it easier for employees to access and update information when in the field. It is the cloud-based version of SuperOffice Sales and Marketing.

Both the self-hosted and cloud-based versions of the CRM make it easy to synchronize data, no matter where it comes from. This is particularly useful for organizations with multiple branches and offices.

There is an add-on tool called SuperOffice Audience that allows SuperOffice users to give their external contacts access to relevant parts of the system, for instance, shared projects, documents, emails and meeting minutes.

SuperOffice SAINT (meaning SAils INTelligence) focuses on monitoring business activity, providing information about various key business operations, processes and transactions. Firms can use SAINT for such things as determining the success of sales or customer care.

There are quite extensive reporting options, including a web version to create reports via the Internet or an organization’s intranet. Those firms needing even more detailed reports can add-on the SuperOffice Reporter Studio module, which gives numerous options for creating totally customized reports (including using your company colors and logos).

There are quite a few integration options for SuperOffice. These include integrations with Microsoft Office, OpenOffice, Exchange, and Domino. There are APIs available for firms who want to integrate into other apps.

SuperOffice is a mature CRM product that has been on the market for more than 20 years. It has kept up-to-date with modern trends, for instance, its cloud offering and SuperOffice Pocket CRM (its Android and iOS apps). Though unlike some of the competition the cloud and self-hosted products sell as separate products. The Customer Service Help Desk is not yet available in the cloud.