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Capsule CRM vs NetSuite CRM

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Our analysts compared Capsule CRM vs NetSuite CRM based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
Capsule CRM Software Tool
NetSuite CRM Software Tool
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Product Basics

Capsule CRM is a cloud-based solution for small to medium businesses. It helps foster customer relationships with features like email marketing, website personalization, social media service, automated reminders and more. Organizations can enter basic contact information, pipelines, goals and budgets and start building an in-depth, personalized pipeline with full access to customer details.
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NetSuite CRM is a cloud-based software offering a real-time, 360-degree view of customers. It ensures a continuous flow of information for opportunities, sales orders, fulfillment, renewal, upsell, cross-sell, and support. Some of its capabilities are sales force automation, marketing automation, partner relationship management, quotes and order management, and sales forecasting.

It supports businesses of all sizes across a broad spectrum of industries. Integration with existing e-commerce and ERP offerings eliminates the costs of having multiple applications for each business unit.
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$18/User, Monthly
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$1,188 Monthly
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Small 
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Medium 
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Large 
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Small 
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Medium 
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Large 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Cloud Hosting: Eliminates downtime and lagging due to updates, while gaining easy access to the latest version online with a seamless sync of data and activities. 
  • Mobile Accessibility: Enable remote task management with accessibility on all mobile devices and tablets through native iOS and Android apps. 
  • Integrations: Connect with over 50 pre-built NHS integrations with solutions for customer support, email marketing, accounting and more. An open API creates add-on services and integrates with other applications as needed. 
  • Data Safety: Ensure data safety through SSL-encrypted servers hosted in Amazon’s data centers. Periodic backup of data keeps information safe and secure. 
  • Dashboard: Get updates on the current status and historical trends of KPIs, such as sales opportunities and milestones, with an easy-to-read, real-time visual interface. 
  • Customization: Easily customize using fields, tags and branding options to meet business needs. Measure sales processes with quantifiable milestones for each stage of the pipeline, which in turn can be used to generate revenue forecasts. 
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  • User-Friendly Integration: Ensure code-free integration with third-party cloud environments and on-premise applications leveraging SOAP, CSV and REST web services using the SuiteTalk feature. Create lightweight custom mobile apps and website-to-NetSuite integrations. 
  • Improved Customer Satisfaction: Boost retention by enabling customers to complete transactions, submit support issues, receive answers and update profiles. They can manage orders, view order histories, receive automatic confirmation for service requests and check support documentation. 
  • CRM Functionality on Mobile: Handle tasks from anywhere using mobile solutions for iOS, Android and Windows devices, including the SuitePhone app. Check forecasts, manage leads, create expense reports, generate quotes and orders, access reports, and manage activities and meetings. Also customize apps to unique business needs. 
  • Efficient Data Tracking: Sales, marketing and service team members can monitor personalized KPIs, call resolution time, call volume and trends through real-time, role-based dashboards. They can also access the latest reports, and analyze renewing maintenance and customer satisfaction. 
  • E-Commerce Integration: Streamline data flow and enhances accuracy by using a single system of record that houses customer interactions, information and transactions. Measure and monitor all online interactions with customers or prospects, automatically. 
  • Convenient Updates: Apple users never have to miss critical info or updates, with real-time key alerts to their Apple Watch. 
  • Seamless Case Management: Gain insights into the value of each customer, lead and client, ensuring better visibility into case management, with time tracking tied to customer records. Also, track the exact time spent by team members on individual interaction. 
  • App Store: Leverage capabilities for specific industry and business needs through a collection of bundles developed by NetSuite or by its third-party developer program. It’s also possible to develop customized solutions to match specialized requirements. 
  • Accurate Forecasting: Sales reps and managers can forecast deals accurately and compare against pipelines at each level. Capabilities like multiple forecasts help evaluate accuracy, while “Mood Ring” forecasts help capture prediction as an override. Additionally, calculate close probability, the weighted amount for opportunities and quotes, and projected amount. 
  • Improved Data and Decisions: Probability-based forecasting helps managers and sales reps understand pending orders, quotes and opportunities, and make necessary adjustments. 
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  • Contact Management: Stores and tracks information corresponding to all contacts, including opportunities, leads, vendors and customers. Contact and communication information is shareable on a company-wide, team-wide and individual level, making collaboration seamless. 
  • Document Management: Enables publishing, storing, editing and sharing documents like agreements, proposals and more via a central platform. 
  • Tasks and Calendar: Manages and tracks tasks and activities that get synced with the calendar to manage daily schedules. Routine tasks can be set on periodic repetition and processes can be defined using interlinked tasks. 
  • Sales Pipeline: Provides a complete view of the sales pipeline and manages sales opportunities by tracking critical stages, values and probabilities of closing a deal. 
  • Reports: Monitors every aspect of the sales cycle from sales data to pipeline insights and activity stats to aid data-driven decisions. Rule-based success factors support generating revenue forecasts. 
  • Teams & Roles: Allows creation of teams, lead assignment and new opportunities to designated sales representatives for project management. Managers can control access based on the user, user role, groups and more. 
  • Customer Support and Case Management: Offers a dedicated customer support portal that tracks and resolves issues. Create and share a knowledge base to address common questions by customers and manage call center activities for faster response time and higher customer satisfaction.. 
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  • Opportunity Management: With detailed information and a complete pipeline view of opportunities, the sales team can streamline sales and customer buying processes. They can access prospect information, potential revenue, notes, meeting records and status. 
  • Contact Management: Centralized data makes it easier to manage and create contacts through sales portals, as well as view leads, tickets and the opportunities associated with them. A pipeline view facilitates lead tracking, along with full details of all interactions. 
  • Quote and Order Management: Streamline quote and order tasks with an integrated quote-to-order, cash and fulfillment solution. Automatically process quotes with back-end financials, convert those into approved sales orders and include shipping rate calculations, automated tax, and pricing and discounting rules. Also access sales and projections of recurring revenue in forecasts and variances. 
  • Quota Management Sales reps can create and track quotas by item, class, location or department. It’s also possible to set quotas based on company sales goals. 
  • Incentive Compensation Management: Integration with an incentive management module offers visibility into incentives through automated compensation management. 
    •  Set up commission schedules monthly, quarterly, biannually and annually. 
    •  Apply configuration rules to determine commission based on sales, quotas, profitability, quantity and more. 
  • Lead Management: Manage lead generation and measure campaign ROI by tracking lead-to-revenue score with aligned marketing and sales functions. Automate lead capture from multiple sources like search engines, websites, direct mail, email and events. 
  • Campaign Management: Create and track targeted marketing campaigns based on purchase trends, demographics, support histories and response patterns. Ensure personalized marketing using data segmentation, and analyze marketing campaigns such as direct mail, events, email and multichannel campaigns in a single application. 
  • SEO-Optimized Website: Optimize web pages with meta tags, image-alt tags, customizable titles and short search engine descriptive URLs for dynamic pages. It’s possible to preserve search rankings for both static HTML and dynamically generated web pages by creating permanent (301) redirects. 
  • Web Forms: Create landing pages with a drag-and-drop interface, capture leads directly from the website and populate them automatically in real time. A routing engine directs the captured leads to sales reps. 
  • Partner Management: Align partner activities in PRM with order management and sales activities in CRM using a single application. Partners can register, measure conversion rates and acquisition costs, and track leads and marketing campaigns. Resellers can place and track orders with transparency. 
  • Case Management: Offers online self-service with case submissions, tracking and routing of customer support cases, based on case type, product, partner, customer and issue. 
    •  Enable greater availability and cater to customer preferences by routing across multiple communication channels such as phone, email, web and fax. 
    •  Prioritize cases and track them through default statuses such as not started, escalated, in progress, closed and reopened. 
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Product Ranking

#27

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#39

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User Sentiment Summary

Great User Sentiment 178 reviews
Good User Sentiment 605 reviews
88%
of users recommend this product

Capsule CRM has a 'great' User Satisfaction Rating of 88% when considering 178 user reviews from 4 recognized software review sites.

74%
of users recommend this product

NetSuite CRM has a 'good' User Satisfaction Rating of 74% when considering 605 user reviews from 5 recognized software review sites.

5.0 (9)
4.7 (14)
4.2 (52)
3.4 (276)
4.5 (91)
n/a
n/a
3.9 (180)
n/a
4.4 (62)
4.2 (26)
3.5 (73)

Synopsis of User Ratings and Reviews

Customization: The platform’s adaptive nature and personalization options are an advantage, according to 71% of users who mention customization.
User-Friendly: It’s intuitive and automatically stores data about clients, as noted by 100% of users who reviewed this feature.
Tracking and Reporting: The solution allows custom tracking and offers robust reporting, as observed by 71% of users who mentioned these features.
Customer Service: The customer service is remarkable and offers instant support, with 60% of reviewers referencing support saying they were happy with it.
Integration: The platform integrations work seamlessly and can connect with all G Suite apps to make work easier, according to 60% of users who reviewed this feature.
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Robust CRM: The feature-rich platform helps track sales orders and activities, set reminders, manage leads, forecast revenue, as well as connect HR, timesheets and invoices, says every user referencing this aspect.
Customization: More than 90% of reviewers talking about this feature think easily customizable reports, fields and options are a benefit.
Integration: Integration with systems such as Tableau and Power BI ensures information visualization, according to almost 80% of users mentioning it.
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Not Cost-Effective: Out of the total users who mentioned the cost, 60% suggested the platform gets expensive as the number of users increases.
Restricted Free Version: The free version is only meant for two users and 250 contacts, and 71% of users referencing the free version stated that it restricts functionality.
Not Mobile-Friendly: The mobile app isn’t very user-friendly and could use some updates, according to 66% of reviews mentioning the app.
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Learning Curve: There’s a lot to learn to utilize the platform to its fullest, note almost 70% of users mentioning this aspect.
Slow: Every user talking about speed mentions the software goes down at times, causing loss of productivity.
Cost: The system is quite expensive according to every user referencing pricing.
Limitations: All reviews about limitations mention hidden menus, confusing dashboards, and difficulty tracking client interactions at a macro level and scheduling routes.
Complicated: According to every user referencing complexity, the platform is confusing for users without prior knowledge as well as for small companies.
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Capsule offers cloud-based tools, including customization options for fields, tags and branding. The platform has limitations in terms of marketing integrations, cost against the features offered and the free version offers limited functionality, contact records and users. However, it offers a well-versed support team along with potent tracking and reporting features that enhance the user experience. Reviews also noted its intuitive nature and G Suite integration as strengths. Businesses looking for structured sales processes with configurable milestones should consider Capsule.

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NetSuite CRM offers a 360-degree view of customers in real time. With a wide range of features, it ensures a continuous flow of information for opportunities, fulfillment, renewal, upsell, cross-sell and support. It’s highly customizable and integrates with major platforms, including BI tools for helpful visualizations, as most users note. However, there’s a steep learning curve and reviews note the system is highly complex. It can be sluggish at times, is a bit expensive and has some feature limitations to be fixed. Overall, it’s a complete CRM platform with robust functions best suited to larger companies that have the technical resources and budget to use it effectively.

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