IRIS CRM Reviews: 4.6/5 — Highly Rated

The Iris staff, is of course, very knowledgeable and helpful. They promptly respond to tickets. Additionally, the system itself is fairly easy to use and therefore user-friendly. Both programming/building new workflows and creating/converting new leads.

There is not much I dislike, but one of the main concerns is the ability to connect to other Acquirers in order to receive a live data feed for Merchant Processing. The current turn-around time to have something like this even considered is 2 years out, which we all know it is impossible to wait that length of time for any feature request. In that amount of time somenone can switch CRM providers.

With Iris CRM we are able to store all of our client data in one central location which makes it easier to access whether we are in or out of the office.

IRIS CRM brings everything together to make for a much more cohesive and efficient experience for our ISO. Having all our reporting in one place makes providing support much quicker and easier. It helps simplify things for our busy sales reps who can view their portfolio reporting and make tickets for all their clients across most if not all platforms without needing multiple logins. Residuals calculations and reporting have advanced significantly over the last few years and we can now compare income and expense items with ease and see where losses are coming from, etc.. Our sales team has all their leads and their Voip dialer ready anytime and anywhere so they don't miss a beat. Right from the lead reps can send an e-sign app, get notified when it has been signed, then have it submitted right through the IRIS TurboApp and get notifications from underwriting and once approved the new account is automatically loaded into IRIS. Over the past 10+ years using IRIS the functionality has advanced significantly and it is now working better than ever.

There is not much to dislike. If I had to nitpick I would go with the process of configuring and customizing the functionality, permissions, and settings of each module and feature. That can be quite an undertaking and something that is ongoing due to the ever-changing nature of merchant services and the associated processors, platforms, and service providers. It takes time to dial everything in but the IRIS team is always there to provide guidance and also listen to suggestions which they pass on directly to their developers.

We run our entire sales process through the IRIS system, helping to make our sales reps extremely efficient by putting everything they ned in one place. Once accounts are boarded our support team can provide support to clients using various processors all from one place eliminating the need for multiple reporting websites and multiple helpdesk. Residuals payouts have never been easier and residuals verification helps us eliminate unnecessary losses.

I really like the new version and how you can customize the profile and the layout is definitely a lot better. Finding tickets on the search bar is a lot easier.

the attachments being on a separate tab.

Better layout and easier to find tickets.

I have been using the service since last May and enjoy using it. I appreciate the automatic email templates that we can set up. And we consistently use it to store information about our clients and possible future clients. It is very dynamic and fluid. I am using version 2 and most of my co-workers are using the first version. They said they don't like how everything is pushed into each other, it seems like it's all too close together. I enjoy having everything there for me to find easily.

I don't have much CRM experience, so I don't really have anything I can compare it to. I don't have any complaints about it so far. I use the 2nd version and most of my co-workers are used to the first version. I always have to put /v2/ into the address bar to get it to switch over.

Client contact and note taking. Keeping track of clients and possible clients. Using the notes to keep track of what we have previously done for the merchant and what we need to do in the future. Helping the client log into the CRM to view their profile and get important documents.

The only user-friendly CRM for the merchant industry. The customer service is the best. Always improving the software.

Task management, marketing, and automation are not as strong as they are supposed to be.

Residual and customer boarding

I really like how user-friendly the new IRIS CRM is. It is easier to access lead status changes right from the ticket, and eliminates the need for so many tabs! It is excellent.

I do wish the background was more eye-friendly as it is bright. However, you are able to change the colour scheme which is very useful for those of us with glasses!

When it comes to resolving tickets and making changes in the leads, the new IRIS CRM makes it much easier to navigate through tickets and lead records while making the changes needed.

love the functionality of it especially the calendar

I wish it had spell check in notes section

keeping track of leads and merchant look up

The UI is streamlined and simple. It does not take much time to get used to navigating the current setup.

Some of the technical issues that persist. Most notably, not gathering data from access one or business track on time. Or glitching when opening new tickets.

Account management.

IRIS CRM brings all of the most important data from several processor portals to one easy-to-read site. For merchants, they have valuable access to their transaction and statement history. For MSPs we are able to keep track of pricing, volume, contacts, helpdesk tickets, and more.

One downside of IRIS CRM is that different processors provide different data so what you see if not always consistent across all possible processors. This is more of a limitation of the processor rather than IRIS, however.

IRIS CRM allows me to communicate with agents and merchants in one easy to track location. I can resolve tickets, take calls, complete account changes, and more all from IRIS.

I like how easy it is to navigate the helpdesk portion of the software. It provides a high degree of organization, which makes it easy to find what I am looking for.

I would like to see more customization regarding the font size. Currently, we have a lot of customization features but font size is not one of them. Being able to adjust the font size would be a great feature.

IRIS CRM allows us to be more organized and it helps improve workflow. The helpdesk portion which I utilize the most is very well designed. The dialer portion is also a great feature that allows calls to be organized and emails and notifications to be sent if a call is missed. This ensures that we can always communicate with our clients.

IRIS has solved a lot of problems internally for our company. It allows us to keep everything in one place and in a very organized manner. Our productivity has increased overall.

There are a few bugs in the IRIS mobile application that I'd like to see improved. Access to documentation and certain communication abilities need to be fixed.

We previously were using email as a primary means of communication. That has been replaced with IRIS, which keeps everything in one place and allows us to easily refer back at a later time.

I love the ease of uploading and reading residual reporting.

Version 2 has a different "look" and "interface" but when you click on "Residuals" it takes you back to the old version look. I prefer the old look. Seems crisper and easier to follow.

As previously stated, the time save of uploading over 20 different residual reports monthly has greatly improved my time management. You set up your report the first time you load it and all following uploads are magically configured. Fantastic.

IRIS is a must have crm for our company and team members! It allows us to track all of our business and our partners to streamline our sales process.

The only dislike that I can think of is getting the system customized to our needs in a timely manner.

We are able to track all of our sales channels plus incoming business...not to mention it assists with our team members KPI's.

IRIS CRM is pretty self-explanatory, which makes it user-friendly. It has many tools to help us be successful, such as the calendar, lead queues, and documents section to help keep everything organized in one database.

Notifications can be a bit annoying, and not being able to send documents for esign to internal employees is not possible but would be useful. The new layout is much improved from the cartooney look it had before.

lead organization, support organization, clean process

IRIS is user friendly and allows for me to follow the progression of a customer from lead through active merchant.

I still need to analyze the notifications within tickets. I feel I get too many notifications.

Keeping everything in one place.

the only CRM that works for our payments industry

sometimes there are not integrations with the other software we use

organizing all of our merchants from the first touchpoint to live and beyond!

Have a lot of features, also have direct integration with the processors

getting the setting right is abit challenge, hope lead field management can have a better UI to move things around

Merchant transaction check, providing helpdesk to merchant,

Ease of use and the support received. The CRM is user friendly and does it all.

None at this time but I would wish I can link multiple MIDS to a single helpdesk ticket.

Merchant services support

The lead management, tasks, residual reporting and integration with processors. Essentially i feel like IRIS has everything a payments professional would need in order to run an succesful business in an organized manner.

I like Iris overall but one thing i would improve is the account overview table. Ive noticed that when i approve an account, and if i ever need to do changes the crm marks it in the approved section for that month. Also when an account closed it subtracts that from the approved accounts for the month it got approved in. essentially if an account got approved january, it should always count towards the account approved that month and never change afterwards regardles if it closes 2 months later.

Its helping my business to stay organized and be up to date with all that is going on with my accounts and merchants. It also facilitates and speeds up the process of applying and filling out applications

Working with more than one processor, we required a centralized system to access our data, and IRIS was the perfect fit for your needs.

Lack of support outside regular business hours.

IRIS CRM allows me to provide an effective merchant-facing portal with all the required details for daily sales reconciliation. The sales rep user class allows applications to be boarded into the processors portal.

The auto opening of new windows to stay organized.

That it kicks you out when you change devices

We went from collaborating in Dropbox to IRIS so it benefitted us endlessly

I like how compatible it is with both mobile, and computer. IT is super easy to use and functions the way that i need to on a daily basis! The input is easy on leads!

Would like for the app to be a bit better to use it does seem like sometimes it hard to navigate compared to the desktop verision.

it is making life easy being able to differentiate between the different groups of merchants that we currently have as well as being able to put things in properly!

IRIS, to me, is an all-in-one CRM. We are able to accomplish all of our business needs in one place - from sales to deployment, IRIS has us covered.

There are a couple features that would make some IRIS processes more efficient, but IRIS is always reviewing their feedback queue to see what modifications they can add and/or update.

IRIS CRM has allowed for our company to house everything we need in one system. We can track leads, pay commissions, underwrite accounts, and have an internal ticketing system for helpdesk issues.

IRIS CRM is extremely flexible. You can create the fields you need on the fly. Their customer service is very responsive and you can expect a response the same business day.

We did have a little trouble getting the email fonts to align when adding text to the existing template, but the problem was solved by IRIS CRM customer service.

IRIS CRM keeps our workflow clear and focused.

Luis provided exceptional support for my issue. He was very quick with his responses and thorough.

Honestly, nothing. Support has always been superior.

IRIS assists us with servicing our merchants.

Notes/Keeping Tickets Organized I also love being able to separate leads

Wish the ticket system was a tad different but overall is great

Tickets/Support issues. Being able to track and get back to merchants timely

I like that IRIS is tailored to the payments industry

Sometimes it takes a lot of digging and clicking around to find what you are looking for

Reporting, tracking, e-sign web form capabilities

The Features. Adding the leads, calls and SMS.

Currently, the download. It will just generate 100 records.

Not qualified leads.

User friendly and the automatization of tasks

Don't have anything in particular that I dislike

Keep track of tasks and follow ups.

The IRIS team is always ready to assist at a moment's notice. We also enjoy using the API to processors and residual features.

the lack of ability to customize transaction views

IRIS streamlined our ability to assist multiple agents & merchants at once, simply by allowing agents and merchants to see and make changes on their account with a click of a button