IRIS CRM Reviews & Product Details

IRIS fits any and all your needs. As we have grown we have added on more and more of their features. Their support staff is top notch and super available with any issues you have.

Some might say that the only downside is the cost but really their pricing is based how much of it you are using so it scales with your usage.

We started out using IRIS for our residuals and have now progressed to using it for our daily operations, in-house scheduler and super sales tool. We are about to adding phone system as well.

In our industry there are many moving parts – from inbound sales, customer support, residuals, merchant monitoring. Just to name a few. IRIS CRM solves all of our needs in one system instead of 5. IRIS CRM has completely changed out business for the better.

Outdated UI. Not mobile friendly. I'm told future updates will address both.

Some of the benefits IRIS CRM has solved are: integrated customer support tools, help desk, inbound sales, sales performance, residuals, robust API.

We used IRIS to resolve the payment complaints and for helping the users by generating tickets. Apart from that we use IRIS for processing the payments for the same. It is a very useful tool to use. Collaboration of multiple things under one software which is very goof

I didn't find any dislike as of now in it.

Payment Processing

The Module s work side by side.'and you build them based on how you work not how the system works

The cost is kind of up there, so a smaller company may be looking at zoho insyead.

Customer acquisition,

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

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

IRIS is fairly intuitive and makes boarding merchants easier. Additionally, having templates for pricing, emails, etc saves me time. I like that it is user-friendly for our merchants as well. We rarely have to walk them through anything. They receive their credentials and are off to the races.

Some of the more complex things I do in IRIS are cumbersome. For example, if I want to update half a dozen pricing templates with the same set of changes, I have to update each template separately, deleting the same set of fields on each one and adding the same set of fields on each one, instead of doing a bulk update across all 6 templates at once.

It houses our merchant account details, populates online forms they complete, and is integrated with our backend systems, which allows data and reports to be generated for us internally and for our merchants.

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.

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.

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.

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

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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!!

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.

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.

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.

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

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.