Mango CRM System Overview

I have written several reviews of various CRM systems on the Russian market, and as part of the preparation of a comparative table for all the CRMs I have described, I will consider another one - CRM Mango Office.

Some of my clients use Mango's telephony, but none of them use Mango CRM - a product of the same company - to manage customer relationships. Often, Mango telephony is integrated with completely different CRM systems, although information on the CRM system is presented on the company's website, and it would be logical when buying a telephony to pay attention to the CRM system from one supplier.

The fact that the CRM system has “grown” from telephony makes us think about the quality of its other parameters inherent in CRM. And at first glance it seems that this is such a tricky move to attract customers interested in telephony, buy CRM as well. If you look at the Mango website and refer to customer reviews about CRM, then we will not see almost any feedback on the customer relationship management system itself, most of them are exclusively related to telephony. However, we will not make hasty conclusions and figure out what CRM Mango Office is all about.

Licensing and tariffs

CRM Mango Office is a “semi-desktop” system, as I call it. That is, to start working with it, you must install the program on your computer. (This system, by the way, works only on Windows). However, CRM does not function offline: it requires not only installation of the program, but also an Internet connection. Therefore, to call it completely desktop would be wrong.

So, the program is installed on the computers of all users. Each user logs into the system using their personal data: username and password. These data, as well as information about the users themselves and their rights, are recorded in the Administration - Users section.

As for the cost, we can say that CRM Mango Office is a very budget system. It is offered in two tariffs, the functionality of which does not fundamentally differ:

• The tariff “Department” is designed for 6 users, the cost is 2000 rubles / month.
• The tariff “Office” is designed for 12 users, the cost is 4500 rubles / month.

Interface

The system interface is quite concise and simple. It is a tape containing system modules. The main modules are displayed in the ribbon, the additional ones are hidden under the list icon. There are not many modules, so the interface is completely not overloaded.



It is worth noting a small but very functional option: when you hover over any of the modules, the + icon appears, when you click on it you can create a new entry in this module. In such a quick way, you can create a counterparty, transaction, process, communication, task.

The bottom ribbon contains quick action buttons (telephony buttons for dialing a number and an email client for quick sending letters), as well as a recent call log and missed call log.

Component systems

Now let's take a closer look at the modules that make up CRM Mango Office. We will discuss only those modules that are directly related to working with the client:

• Counterparties
• Contacts
• Deals
• The processes
• Communications
• Tasks

When you open each of these modules, you will see lists containing the entries corresponding to the module. All these lists are customizable: here you can display exactly the data that is relevant in the first place.

As for the cards of the modules: they have a fairly rigid structure, their appearance cannot be changed (unless disabling data that is not needed). But it is possible to add your fields to each of the modules.

All modules are closely related to each other. For example, from the Transaction Card, you can create a counterparty, and communication, and the task, and the process can be started. And so with each of the modules. We proceed to consider the first module.

Counterparties

Counterparties in CRM Mango Office are both individuals and legal entities with which the company collaborates.

The list of counterparties is organized fairly standardly. Directly from the list, you can perform some actions without going to the client’s card:

• to call
• to send a letter
• change customer view
• edit responsible

When creating a new counterparty, it is necessary to fill in the data: Name, Type of counterparty, Legal status, Contact information (Name, Phone, Email of the contact person), Bank details, Current account.



At the same time, the required fields are Name, Contact name and Phone. It is not possible to make other fields mandatory, which is not very good. Obviously, data such as Customer type must be mandatory so that you can later display conversion analytics. You can add your fields to the counterparty’s card (as well as to cards of other modules), the mechanism of adding is quite simple.

After the new counterparty is created, the tabs appear in his card: Processes, Transactions, Communications, Tasks, Documents - which will store the entire history of working with this client. Such an opportunity to view full information on a client in his card is the standard of any CRM system.



We have already touched upon the issue of Types of Counterparty. Let's consider it in more detail. There are 3 types of counterparties in CRM Mango Office:

• Client
• Potential client
• Agent

I will not stop repeating from article to article that such an entity as Lead is mandatory for any CRM system. And the concept of a potential customer as one of the types of counterparty is not able to replace it. Yes, a lead is a potential client, but this is a separate essence of the CRM-system, with which a completely different work is carried out than with the counterparty.

Working with the existing concept of “potential customer” in CRM Mango Office is not thought out. I will explain why:

1. As I noted above, the Counterparty type field is not required, therefore the Type may simply not be indicated due to human factors, and accordingly, one of the leads will be left without attention.
2. There is no report on converting leads to customers in the system, and there is no possibility to set up such a report either, although the history of changes by the counterparty is stored in the system. If there is no such report, then it is not possible to track the performance of managers.

As for the other two types of counterparties, the situation is as follows. All customers are in the same category (which is called Customers) without gradation (at wholesale-retail, for example).

The presence of such a type of counterparty as Agent surprised me. Here is what is written in the Mango Office CRM System User Guide: “The value“ agent ”is substituted for any start-up counterparties that are not customers: suppliers, intermediaries, agents, etc.”

Thus, the Counterparties module stores information about leads, customers, and even suppliers. And to get information on one of these categories, you need to use the filter. This is wrong from the point of view of the CRM system, where you do not need to make additional settings to get a list of clients (or leads), as the developers of CRM Mango Office offer.

Now let's move on to the module, which is directly connected with the Counterparties. This is the Contacts module.

Contacts

The Contacts module stores information about individuals, specific people with whom the system user directly interacts. Part of the contacts is created automatically when registering contact information in the Counterparty. Such contacts are called Basic.

Also, a Contact can be created manually (during an incoming call, for example). And then from the card of this contact you can create a Counterparty or bind it to an existing Counterparty. In any case, such a Contact will not be considered Primary and nowhere can you indicate that it is Primary, even if it is unique.



And here's what's interesting: in the list of counterparties only Main contacts are displayed. That is, our contact, which was created manually, will not appear in the list of contractors, for this it will be necessary to duplicate information in the counterparty’s card to the main contact, and to remove the double. This, of course, is superfluous work, which should not be.

As we can see, Contact and Counterparty directories are closely related in CRM Mango Office. The weak point where the human factor can again work out is the opportunity not to create a Counterparty from the Contact, and important information can be lost (for example, what kind of client is it - Potential Client, Client or Agent).

Deals

The Transactions module is responsible for controlling transactions in general and monitors a specific transaction in the sales chain. In the transaction card, you can record at what stage the transaction is, what is the probability of winning the transaction, transaction amount, responsible, payment fact, closing date. This functionality corresponds to the typical functionality of any CRM.

In addition, in the transaction card, you can create a quotation and an invoice by directly adding the item to the transaction. From here you can also print the printed form of the document (the templates of accounts and KP themselves are registered in the Administration-Settings tab of the accounts). And then this document can be sent directly from the system by e-mail. This can be very relevant for companies that offer a small assortment of goods or services.



The stages of transactions are created by users, there are only two predefined stages: The transaction fell through and was successfully completed. Selling can take place according to different scenarios, so the system offers to create various templates that include various sets of stages of transactions. In this matter, CRM Mango Office is compliant.



As for reporting on transactions, the standard functionality only displays a report on transactions that are in progress. The most important report of any CRM system - a sales funnel - we will not only not see here, but also will not be able to create.

The processes

In many CRMs, a business process is seen as a tool for generating actions when certain events occur. In CRM Mango Office, the process, rather, has a regulatory oversight function and guides the user according to a predefined scenario.

The designer of the process is quite simple, working with it should not cause any difficulties. The process is created by determining the statuses and prescribing a transition matrix. In the transition matrix, you can specify which statuses are allowed for selection for each current status. Also, tasks that need to be performed at each stage of the process are written here (but these tasks are not connected in any way with the Tasks module of this system). Rather, they are just textual hints that the user needs to find out and execute at each stage of the process.



I think that such processes are good, for example, for processing customer complaints and other similar processes not related to the sale. In this process, it will be possible to prescribe a sequence of actions and a script containing all the necessary questions about the claim. Thus, each time there will be no need to reinvent the wheel and unnerve the client with additional calls.

Mango Office CRM processes aren’t quite suitable for sales, since the process may ultimately not even be connected with the transaction, although this is the basic concept of a CRM system.

Communications

The Communication module is a log of customer interactions and displays the following types of them:

• calls (incoming, outgoing)
• letters (incoming, outgoing)
• meeting
• applications from the site
• other types of communication

Even with a shallow study of the system, bugs get out. For example, when creating communication manually from a contact card, the default type of communication is Outgoing call, and it is not possible to change it at this stage.

Speaking of communications, of course, it is worth considering separately mail and telephony. CRM Mango Office has an email client that allows you to quickly send letters to contractors and contacts. All information about incoming and outgoing letters is stored in the Mail module, and letters are attached on the Communications tab of the corresponding counterparty and contact. Tools for mass mailing are not supposed here.

As for telephony, it is very well represented here (which is natural) and provides ample opportunities for work and analytics.

With incoming calls, the system displays the calling counterparty, if it is already in the database. In the call window, we also see the view of this counterparty, and by clicking on the name, we can go to his card before lifting the handset. Of course, this allows you to save both working time and client time, and quickly find information of interest to the counterparty.



After lifting the handset, a new window appears containing the actions to choose: create a task, a deal or a process, as well as leave a comment on the topic of conversation. The same window accompanies any conversation, including outgoing.



If a call comes from an unknown number, only this number is displayed in the first call window. After picking up the phone, a new window appears in which the system prompts you to identify the person you are talking to:

• choose from existing partners or contacts
• create a new counterparty

It is important to understand one feature of the system: CRM Mango Office does not check for duplicates. Therefore, if a client of the base calls from some new number, there is a chance to duplicate information about him.

So, if you are creating a new counterparty, then in the next window you need to fill in his name and type of client. Everything is quite concise and simple. And really, you can easily do this while talking with a client.

And finally, after quickly creating a counterparty, the system will display a familiar window with the ability to create a task, transaction or process.

Outgoing calls can be made practically from anywhere: from the counterparty’s or contact’s card, directly from the list, as well as from any module where the counterparty or contact appears. It is very comfortable.

In addition, the system stores records of conversations with customers in a communications journal. Here they can be listened to, downloaded or deleted. This is a very important and convenient feature.

Tasks

Tasks - this is a necessary part of any CRM-system, designed to fulfill obligations to the client on time. The Tasks module in CRM Mango Office provides typical functionality. Tasks have a deadline, status, responsible, type (what action needs to be performed), an indication of the counterparty and a reminder.

A task can be quickly created from cards of all the main modules (counterparties, contacts, deals). Tasks can be viewed both in the list and on the calendar (per month, week or day). The reminder system works clearly, in time (according to the data indicated in the task) notifying the user about the need to call the client or perform another action. The reminder appears as a window.

Desktop and Statistics

The desktop allows you to organize information at your discretion and display here only the data that makes it possible to assess the state of affairs at the moment. Current deals, current tasks, as well as reports can be added here.



The reports themselves are generated in the Statistics module. Here you can see all the available company reports and create a new one. The report designer is quite simple, but it is designed to create only simple reports that allow you to display indicators by any module or attribute. To create comparative reports (sales funnel) here, as I wrote above, is not possible.

Summary

Summing up the CRM Mango Office system, it remains a feeling that this is still a telephony with advanced functionality, rather than a full-fledged CRM. Yes, there are successful finds in the system in the area of ​​user interface and optimization, there are functions that fully comply with CRM standards (I noted all this in the text), but there are also global flaws.

Summary: Pros:

• Integration with telephony and mail
• Simplicity
• Cheap rates

Minuses:

• The system is “semi-desktop”, which limits the ability to work with it on different devices. There is no mobile version of the product.
• Work with contractors is not organized in the best way. All of them: both customers, and potential customers, and suppliers are in the general list. The system does not offer such a concept as Lead.
• There is no reporting in CRM Mango Office that allows you to make management decisions. Existing reporting allows you to display current indicators for modules or their attributes. The main report of the CRM system - sales funnels (whether it is for converting leads to customers or at the stages of transactions) is not in the system.
• The system does not imply broad integration opportunities with other software products (only integration with a website exists).