Founded in Arizona in 2001, Infusionsoft has grown to become a market leader in the CRM (Customer Relationship Management) space by specifically targeting small businesses. Their suite of services encompasses lead generation, social media, email, sales and marketing automation tools to track, optimize and convert leads while streamlining the sales process.
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|Reviewed by Expert Market:||17/09/2015|
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Product, Service and Solution
Infusionsoft offers four core components:
- CRM: Import and manage contacts, tag and segment, track lead behavior and score/qualify leads.
- Marketing Automation: Capture leads, automate follow-up sequences based on user engagement and track purchase/payment history.
- Sales Automation: Real-time snapshots of tasks, appointments and sales activity, with the ability to automate follow-through.
- Marketing Automation: Similar to sales automation, but with the aim of segmenting and targeting customers to increase engagement.
- Sell Online: A fully-fledged online store with integrated inventory management, fulfillment and invoicing, as well as automated tools to follow up on cancellations, abandoned carts and more.
Infusionsoft is cloud-based and integrates well with other systems. Infusionsoft integrates with major ecommerce platforms like Magento and Big Commerce; WordPress and other blogging and content management systems; and email/list management utilities like MailChimp. The company also offers a mobile app via Android and iOS. However, this is a decidedly "light" app, meant mostly for contact management and a bit of email.
For an additional monthly fee, Infusionsoft offers various add-ons, called "Extras," to extend the software's core capabilities.
- GroSocial manages lead capture and profile management for social media
- CustomerHub allows users to create custom membership sites
- Infusionsoft Sync (for Microsoft and Gmail) syncs your Infusionsoft activity to your Outlook or Gmail account
- The Infusionsoft Marketplace is a proprietary app store. Most apps incur a monthly or annual fee. Functionality includes membership site management, webinars, improved data management and visualization and extended integration.
All service tiers include contact and marketing automation, and the ability to send five emails per user per month on average. The prices listed below are the starting point for each tier; adding more users or contacts, or sending more than the allowed number of emails, incurs additional charges.
Essentials - $199.00 per month: Three users can maintain up to 2,500 contacts and send 12,500 emails per month. This plan is good for solopreneurs, small startups and other companies that require basic marketing automation.
Deluxe - $299.00 per month: Four users, 5,000 contacts and 25,000 emails per month. Can add either ecommerce or sales automation features to the features offered on the Essentials tier. If your business employs a sales team or has an online store with moderate traffic, this is a good option.
Complete - $379.00 per month: All features from the tiers above (contact, marketing, ecommerce and sales automation). Five users, 10,000 contacts, and 50,000 emails per month. The Complete plan is designed for companies with a sales team and an online store.
Team - $599.00 per month: All features for ten users, 20,000 contacts and 100,000 emails per month. The Team plan is best for companies with larger teams and more complex needs.
The price for onboarding starts at $1500.00 and goes up depending on the level of service and number of users.
David Hirsekorn of California-based PrivateCounsel, credits Infusionsoft with saving his business. When his newborn daughter required surgery, David was able to automate his sales and marketing processes through Infusionsoft, enabling a time-saving but seamless follow-up with new and existing clients alike. This allowed David to spend more time tending to his daughter's recovery than to his business.
For Laura Roeder, using Infusionsoft meant expanding a one-woman graphic design business to Roeder Studios; a seven-person consultancy that was able to service clients the world over with self-paced social media classes and tutorials for their businesses. Growing her leads from 2,000 to 85,000 subscribers led to a 3,000% increase in business, growing her business to more than 6,000 paying customers.
Benefits and Drawbacks
Customization: Thanks to the app ecosystem, it's easy to expand your service.
Customer Support: Infusionsoft offers excellent support for its product via phone and email. That support is augmented by an online knowledge base, self-directed e-learning, documentation and a blog that's frequently updated with suggestions for getting the most out of the service.
Scale: It's very easy to scale the service within the confines of a small organization.
Convenience: The whole point of a CRM is to streamline the customer lifecycle and in that respect, Infusionsoft delivers.
Wonky Interface: Infusionsoft users have often complained about its frustratingly counterintuitive interface
Steep Learning Curve: The number of options offered, in tandem with the aforementioned interface, doesn't make for a quick learning experience
Infusionsoft's pricing model is similar to a budget airline: you'll pay a flat rate per month for the basic service, but the cost of additional services adds up rapidly. The core feature set is robust, the integrations generally easy and the app ecosystem is a good one. However, the CRM niche isn't as exclusive as it once was, especially as other SaaS providers integrate CRM features into their products, as has been the case with the likes of Mailchimp, Big Commerce, Magento, and even WordPress.
The company's much-touted small business focus is also a bit misleading, in that this is a better solution for established moderate to high-volume businesses. The cost can be prohibitive for businesses that are bootstrapping their growth, since the cost of the service and a couple of "Extras" can rapidly top $1,000 per month. Infusionsoft performs well - the company's market leadership is no accident - but it's incumbent on business owners to get a handle on the functions they need (and the attendant costs) before signing up.