ContactRoll CRM is one tool instead of three for teams of 10 to 25 people: a CRM, a help desk and a business phone system, with marketing email, in one product. Each customer has one record, and their emails, calls, support cases, deals and the team's notes appear on one timeline, so the person who answers the phone can see an open support case and the person selling can see last week's question. Support email arrives as cases that anyone on the team can take, and the queue shows whether each case is waiting on the team or on the customer, and for how long. Saved replies, knowledge articles and a help center answer common questions. Calls are placed and answered in the browser through the team's own Twilio account, which Twilio bills directly at its own prices. Call groups ring whoever is free, callers can wait in line, and calls can be put on hold, transferred to a colleague or a call group, and recorded with an announcement to the caller. On the Plus plan, each phone number can have a phone menu, owner-first ringing sends a known customer's call to their account owner first, and a warm transfer lets an agent talk to a colleague before handing the call over. A pipeline of deals moves stage by stage, with each stage's total and weighted value. Marketing email goes only to people who gave consent: sign-up forms confirm each address, a person approves each email before it is sent, and every marketing email carries a one-click unsubscribe. Teams can use nine ready-made roles and choose who sees which records, and the Plus plan adds custom roles, automation flows, an API and webhooks. ContactRoll CRM is made for teams of 10 to 25 people.
