We use NoPaperForms as a sales CRM for all the leads, calling, and everything. It's a complete end-to-end sales calling solution for us. All our agents work on that tool, and all the leads are in NoPaperForms. All the calling happens via the dialer, which is easy for us. It's the end-to-end lead maintenance and tracking tool for us.
End-to-end sales calling solution for us but dashboard is not very intuitive
What is our primary use case?
How has it helped my organization?
Improvement has definitely happened. Typically, every quarter, we come up with our requirements as business partners. We provide those requirements to the NoPaperForms team, and then they discuss with us, give us the feasibility, and we mutually decide on a product roadmap. Eventually, they deliver some of those features.
NoPaperForms has definitely improved in the last one and a half years, and they are trying to build features as per our requirements. They have provided a lot of features or solutions compared to where we were 1.5 years ago.
I would rate NoPaperForms's effectiveness in handling high volumes of applications during peak admission season as seven out of ten. It's not about scale; it's more about some functionalities. We're not seeing NoPaperForms breaking at scale. It's more that some functionalities are not there or data points are missing. So, if those features were in place, then the high volume handling would be higher.
What is most valuable?
It's a standard, straightforward CRM tool where leads are uploaded and then typically looked at by agents.
The feature we like most is Campaign Dial-in, which allows us to churn through 5,000 to 10,000 leads without agents having to dial manually. It works for us, but I think it's a very common solution across CRMs.
What needs improvement?
The dashboard is not very intuitive. You need to store the number of dials made on a particular lead, then the number of dials after it connects, and then the number of conversions. We typically move all this data to our database and build dashboards on top of that.
Our in-house central logistics team builds dashboards on top of NoPaperForms data, which are more intuitive and help us make better decisions. NoPaperForms doesn't track lead activity in the detail we expect.
In future, I would want NoPaperForms to store the number of dials we're making on a particular lead. A lot of lead activity details should be there as part of the lead activity dashboard. Storing all the details related to lead activity would definitely help them build better dashboards.
I would ideally want them to work on their automation. The team has to manually put filters on the lead activity or stages and then manually push leads into a campaign where counsellors are calling or receiving calls. LeadSquared (LSQ) provides a feature where you can put all of these automations. Based on lead activity, you can put a lot of these automations, and then the campaign will be automatically assigned. It will reduce a lot of manual effort.
For how long have I used the solution?
I use it in my organization, so it has been more than a year. We work with the latest version.
What do I think about the stability of the solution?
I would rate the stability a seven out of ten. There is room for improvement in the lead automation part and the lead data latency.
Ultimately, I would want better dashboards, more control, and more visibility of the data pipeline. I want it to be solid so we're not missing data. The third thing is the automation part, where campaign Dial-Ins need to be automated.
What do I think about the scalability of the solution?
I would rate the scalability a seven out of ten. There are some data latency gaps or API issues that lead to data loss or lead activity loss.
It is used every single day in my company. If the business grows, we will increase the use, most likely.
Which solution did I use previously and why did I switch?
I used LeadSquared before NoPaperForms. I changed companies. In my previous company, we used LeadSquared. In this company, we have been using NoPaperForms.
How was the initial setup?
I would rate my experience with the initial setup a six out of ten, with ten being easy.
The main complexity was the technical competency of the team. I believe:
- NoPaperForms needs to increase the number or the competency of the tech people they have.
- NoPaperForms as a product is really slow to meet some standard features that LeadSquared or Salesforce would have. This is because the team is new and inexperienced. NoPaperForms are also on their journey of building this end-to-end.
The deployment took one month. We need three or four people in-house and two tech people.
What was our ROI?
There is good ROI. It really depends on what revenue you are doing per salesperson or per lead. It depends from company to company. A CRM does not deliver ROI. But, for us, it is good either way.
I would rate the ROI a seven out of ten, where one is zero per cent, and ten is 100 per cent.
What's my experience with pricing, setup cost, and licensing?
I would rate the pricing a four out of ten, with one being cheap and ten being expensive. It is on the cheaper side.
There is a variable component depending on your lead volume. NoPaperForms versus LeadSquared will have a lot of variable/hidden charges. NoPaperForms will not have these hidden charges. It also depends on your negotiation and how you're closing the contract.
But for us, NoPaperForms is straightforward, so we don't get charged randomly. There are no hidden costs, and there's no really big cost. When we negotiated with LeadSquared, their contract had some variable components that we were not comfortable with, like pricing based on API hits. You wouldn't be able to predict how many updates you're going to do, and you wouldn't be able to control that pricing component.
Which other solutions did I evaluate?
The company probably evaluated LeadSquared versus NoPaperForms at one time. NoPaperForms was better, and the cost was significantly lower than LeadSquared.
Being a small startup, we decided to go with NoPaperForms because they were ready to support us with the customizations we needed and committed to turning it around in a shorter time.
What other advice do I have?
Overall, the product is quite nice but too new right now. Compared to LeadSquared, NoPaperForms is a better product. NoPaperForms is still maturing and adding features to reach the level of LeadSquared.
However, it is a very nice product for us to work with from a cost perspective, especially since our scale was small when we onboarded. But after experiencing NoPaperForms, I would probably advise that LeadSquared is the best solution.
Look at the statement of work in detail with the team. Understand the core capabilities of NoPaperForms and whether that works for your use case. If it is working, then it is okay. Otherwise, if cost is not an issue, then I would advise going for LeadSquared.
Overall, I would rate the solution a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
