IRIS CRM Reviews: 4.6/5 — Highly Rated

Intuitive and user-friendly interface. Comprehensive contact management features for efficient customer information organization. Streamlined sales and pipeline management with clear visual representations. Robust reporting and analytics capabilities for data-driven decision-making. Seamless integration options with popular applications and systems. Customization features to tailor the CRM program to specific business needs. Prompt and helpful customer support.

Limited functionality and features in the mobile app compared to the desktop version. Pricing plans may not be as flexible or affordable for small businesses. Certain advanced features may require additional configuration or customization. Lack of support for specific industry-specific requirements or niche markets. Limited automation options for certain repetitive tasks. Occasional performance issues or lags during high usage periods. The learning curve may be steep for users who are new to CRM software.

Overall, the solutions provided by IRIS CRM in contact management, sales pipeline management, reporting, analytics, and integration help businesses overcome common CRM challenges. By addressing these problems, IRIS CRM benefits users by improving customer relationships, increasing sales effectiveness, driving data-informed decision-making, and promoting collaboration within the organization.

I'm a sales and marketing manager for my company. I like how it allows me to control and dispatch leads, keep track of merchants and communicate effectively with my reps.

Although it is very versatile it is extremely bulky. It has a lot of excess stuff that I wish I could either hide or fill in with other more useful information.

Keeping tracking of leads, merchants, and residuals. It also helps us communicate with our agents and merchants effectively.

As an Administrator, I am pleased to be able to control user permissions and as we discover more about merchant facing, getting more and more comfortable. The IRIS support chat is a lifesaver and everyone is so knowledgeable.

Would like to see more intrgrations for PCI reporting, faster statement uploads from TSYS. Also batch alerts would be an added bonus for when a merchant has not batched for a period of time.

Centralized reporting

There are so many things that it can do and automate!

Sometimes I find that it is tough to navigate or know all of the options that it offers. Especially while it is hale 1.0 and half 2.0 version.

I thiknk that the 2.0 versoin is going to be great! The view for many of the features is much more user friendly but right now we are kind of stuck in half and half.

The most helpful tool on the IRIS CRM is getting notifications when a ticket is opened up, and it helps keep tasks in check. From my experience, IRIS is one of the best CRMs you can use!

The only downside for IRIS CRM is that the website looks a little outdated. The good news is that a new version titled V2 will be released and bring a fresh look to the IRIS CRM.

IRIS CRM helps us solve the organization of our accounts and gives us easy user access to them. With IRIS CRM, we can keep our workflow productive and our business steadily growing.

Intuitive features and design - easy to figure out complex processes

Some of the supporting documentation could use updates.

Auto-boarding and lead tracking for software partners

I like that i can create and make it cutom to my needs with instant help from their support team.

I wish their were was even more functionality when it comes to user classes and groups.

It helps me really create pipelines to differentiate different aspects of our business. It keeps everyone up to date with real time data.

The easy to use api that lets us do a lot of work automatically. Plus the interface on the web is intuitive and simple to use.

Some things (like selector custom field id change) I can do only using the api.

Organization os processes and integration to our system

A very wide variety of features including: 1) API connection to Processors. 2) Portal for Merchants to view transactions, statements, and chargebacks 3) Invoicing The greatest strength of IRIS is the ability to offer this wide range of features in simple, streamlined, and satisfying interface. New users can be trained up very quickly.

Unfortunately, the greatest strength of IRIS is also its greatest weakness - Simplicity. Though the feature set is wide it does not go very deep in many areas. (PDF document programming being one notable exception. It is outstanding and goes very deep). Key areas that need deeper functionality: 1) Reporting 2) Billing 3) Field customization. Formulas, mirror fields, lookup fields, multi-select picklist fields. 4) Dashboards 5) Restricted to mass emailing 500 accounts per day Even with these limitations in mind I still give a strong recommendation to IRIS.

Being able to access the transaction data, statements, and Chargebacks for customers is a wonderful benefit. Plus the API connection to submit applications directly to the Processor.

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1. ERR pricing is one of the best and can be shared and collaborated with teams and can be edited within Teams. 2. The tracking of growth and profit and average mean time calculations on portfolios are very accurate and can be adopted very well 3. Proposal creation by users is very easy

1.The user experience is outdated, it can be improved a lot 2. The speed of apis and loading is veru slow 3. Its confusing because of so many configs

1. Our Team collaborated to develop sales report of maps 2. Added proposals of innovations 3. Tracked growth and profits

The helpdesk team is responsive and helpful. I also like the one on one calls that you can request so that IRIS works well for the situations that you need it for.

There isn't much that I don't like. If IRIS isn't working the way that we want the team seems quick and nimble to find a solution so that we are satisfied

We are able to upload our residual reports from all of our suppliers so that we can pay our Agents in a very timely manner. Less time is spent on manual calculations and the accuracy is amazing. Document management is also very useful. We used to have Dropbox and Drive now we house all of our company docs in IRIS for our team to access.

IRIS CRM is a tool for business management and is a cloud-based solution. We recently switched from other software to this and we have no regret. Since we can perform all the functions from the management of tasks to customers so well with it. Email marketing is another edge of using it. And we highly admire the quality of the people that are in its support team since they are highly responsive. Its reports contain many details and are quite cleaner than our previous experience. Dialer and dialer metrics is another component that is helpful along with the scheduling feature.

I have a severe problem with its charges. No doubt it is far better software than my previous one but it is much expensive in comparison to my previous one. But the features it provides justifies its pricing fully.

IRIS CRM is a software that has all the features which we were in search of for a long time. It is beyond perfect in the management of tasks and customers. The quality of the product and the equality of the team that owns it is just phenomenal. We have also utilized it for email marketing. The thing that we don’t admire is its price which under its features is nothing but still a big deal for us.

I like that it pulls in our reports from all of our different processors. I love that it integrates the boarding to our processors. I like that we can E-sign our contracts with with all of our processors and their partners. The ability to calculate residuals has saved us a ton of time.

We are still working to integrate some other tools that we currently have into the system including PCI.

The ability to reach all of the boarding tools from each of the processors in one place. Single Sign-on!!

The portal is easy to use and the IRIS staff is super helpful and friendly

Sometimes it takes a while for updates to show in system

They are a one stop shop not just for me as an administrator but also for our agents and merchants.

I like that I am able to download a variety of reports and track everything from volume by card type to the number of transactions as well. I have not had any experience with competitors.

I would like to be able to download files a little easier, such as multiple downloads. I would also like to see charts for volume and deposits across the year rather than just on month.

It keeps track of all of our company data, allowing us to see the volume and transactions as a whole or broken out by group or merchant. I was not here prior to IRIS so I do not know if it has improved the business performance.

I love that the CRM has live updates for all users to see and that we can allow different users to have many different rights. The support staff are very friendly and helpful with all the questions I have.

There are a couple of additions I think would benefit the CRM and it's users. The ability to use IRIS as personal cloud storage for documents and videos that can be updated like Google Drive and combined it with Docusign to receive sensitive documents once.

It's allowing us to keep track of all of the customers we work with and letting everyone in the business know what's going on with each customer.

Responsive Support team. Decently customizable to fit our needs.

I wouldn't say I like the global search feature.

We use IRIS CRM to maintain our book of merchant and agent partners.

What I like about IRIS is how it puts the many features required to be a functional ISO into one space. This, along with the fact that many parts are buildable by the ISO, such as the lead cards, tickets, how tickets work, etc, makes it extremely useful for reporting, handling data, and managing customer relations. Being able to change things up as users share their experiences is very nice.

There are two main caveats with IRIS. The first is that it does not feel like there is much testing from the User experience perspective. This is understandable as it is hard (even for me as the person who sets the system up for the agents) to test all the things the agents could do and what would happen, but after seeing a lot of the steps/things agents go through when using it, it feels like this may not be tested enough. Let me give you an example, when using the mobile app and getting notifications, you will get them on your phone just as a normal notification. An agent informed me that regardless of if the notification is linked to a ticket or not, they are always taken to the merchant record and they have to navigate to what they notification actually was. This isn't a huge thing, but it annoys the agents who complain, and it is slightly understandable. The second thing would be the handling of feedback given to IRIS by different ISOs. It is unclear if changes that get voted highly are actually being implemented and what is going on. Typically with other companies, they will notify the person who gave the feedback/request if the company starts working on it, as well as post it publicly to the same place they allow users to post suggestions/feedback. This could be helpful, because I have told many people in my organization that I have requested features from IRIS but that is all I can leave it at. Part of the second caveat plays into the fact of how customizable the system is, which I absolutely love, so it makes sense that there would be a lot of feature requests and a want for visibility.

Residuals are done a million times faster than when they had to be put into excel, and it eliminates the possibility of man-made errors such as referencing a wrong cell when applying a residual template. I seriously enjoy mapping a residual file and knowing that from this point on it is just a few clicks from raw data to posted residuals. Our company is getting overwhelmed with emails, they overflood operations inboxes and then agents get upset when things aren't moving forward. By utilizing tickets, notifications, and having tickets associated with leads/merchants, it becomes way more organized and a lot harder for certain requests or new applications to be accidentally looked over. Document mapping reduces the redundancy of writing simple forms on apps, and encourages agents to actually use our CRM which is a big thing for us. We have set up an electronic mirf that automatically feeds into a lead card, which then feeds into the documents we have mapped. Every agent who has actually utilized this feature praises it, and they use the CRM a lot more after that than our previous CRM which had nowhere near these types of capabilities. It terms of reporting, it is a lot simpler for executives and managers to coordinate, for example with how many call center appointments got run or how many new deals were approved this month. By having a system containing this all, there isn't a need for a weekly email to check up on the status of these items.

Organization of leads & follow up. Also texting from the CRM

Look and feel seems outdated. Ability to easily upload docs for signatures

It helps with organization and tracking. Gives us the ability to track the life cycle of our database.

It is fairly easy to use. You can locate all of the relevant information in a quick manner that allows great service to be provided to the customer.

Not many complaints at all over the CRM. Not the fanciest software but it has everything that an MSP needs.

It is a great way to manage accounts as they start in the sales process and proceed to late stage account management. It helps streamline our productivity.

It integrates with FISERV to board our MPAs.

That it does not really have a telephone application that can differentiate night ring from day and holidays

Solves our boarding and click to sign

Customer service from lead Tech Mohammad was essential to getting this up and running.

Intake took a very long time with a lot of back and more forth. Did not understand why they don't have an archive of all processors they work with.

Saved me hours of reconciliation time with MIDs and agents.

Tracking of email communication, contacts, deal flow, reporting, etc.

minor items such as replying to an existing email thread within the record set does not capture the entire communication or any signatures

Timely response back to clients

This CRM is customized for the business model

This needs to look a little cleaner and look as easy as other CRMs

This solves the issue of having a customized CRM for the merchant service industry

We love that Iris is always changing. They have a strong focus in our industry and you can actually reach out to them and they will actually implement some of your ideas.

They are still a growing company so there are some bugs and user face issues that need to be sorted out. All minor things.

It has help us dramatically when it comes to paying our agents and the rodual portion of our business.

IRIS is super user-friendly, and integrating to map to our processes and forms is smooth. IRIS has SO many capabilities, and I learn more every day!

I gave this a 7 out of 10 score because the new user interface is not user-friendly or easy to use. I would recommend the old version but not the more recent version.

IRIS continues to further its integration options to map to our documentation correctly.

Iris CRM helps with organization and streamlines managing customers.

We just switched to the new version so getting used to that is taking some time, but the new version looks great!

Without Iris CRM we would be lost and not be able to reach nearly as many clients and potential clients.

Residual calculations will cut the amount of time it takes to calculate them on your own by half. The application process with e-signature is a fantastic tool for sales people who are out in the field trying to get apps signed.

How they bill their customers. The billing is very confusing and can end up costing a company double than what they expect. Make sure you understand the billing before signing up.

IRIS is a full-service CRM tool that allows us to do all of our operational tasks in one location. It includes all the features and functions an ISO needs to run its business.

I like the most of the API and the experience that the sales reps can have. It does a lot for residuals which is a nice feature with your sales CRM. It is easy to create a good workflow for employees. They have a support rep named Eric; he is fantastic.

The dialer's recordings are awful. Call routing is not very sophisticated. There are no listeners for merchant tables. I would say my only real complaints are the dialer. It is below expectations, especially for what people pay for that feature. The dialer metrics are unreadable, and there are no API endpoints to get that data. It is not good. I would also say that permissions are not straightforward. For example, if you have a group setting, it will override label settings in documents. It is the right move, but tracking down a permissions issue can be next to impossible. Also, some minor things, like being able to hide statuses by group, not just the entire status category. Email triggers only go out to assigned users on a lead; it would be cool if there were an ability to email a class on a trigger whether or not they're set to a lead The tiny amount of permissions regarding people and their ability to view merchant records and financial information is highly annoying. For example, if a support rep is assigned to a lead, they will be assigned to that merchant record and can view the financial statement. How about permission to disable that for specific users? Or control that on a more granular level. That is a huge miss. Also, when financial information is pulled at ~3 AM, it will create a new lead record if a lead does not have a matching MID, which can be frustrating to clean up. A section should be made where administrators or accountants can connect leads with the correct merchant record before the system creates a blank. We have spent a lot of time cleaning this up because some banks get MIDs at the very beginning of the underwriting process, and some get them at the very end, so if the timing is off, you may have hundreds of leads in your system which have no info but a MID

It's a sales CRM and financial tool all in one.