21 Best CRM Software For The Service Industry Reviewed In 2024
10 Best CRM Software For The Service Industry Shortlist
Here's my pick of the 10 best software from the 21 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Customer relationship management software, or a CRM, is an asset for many business owners in the service industry. It helps you track your customer journey, manage customer data, and improve service delivery. However, choosing the right CRM software for your industry and your unique needs can be tough. You want to help your sales team manage customer relationships better but need to figure out which tool fits best.
With years of experience using CRM, sales, and business intelligence software, I can help. Using my experience in CRM software, I tested and compared several of the top brainstorming tools available. From there, I compiled my results into in-depth reviews to help businesses find the best software for their unique needs. Whether you’re a small business or a large enterprise, I’m confident that you’ll locate your next CRM tool in the list below.
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Best CRM Software For The Service Industry Software Summary
This comparison chart summarizes pricing details for my top CRM software selections to help you find the best software for your budget and service business needs.
| Tools | Price | |
|---|---|---|
| Nimble | From $24.90/user/month (billed annually) | Website |
| HoneyBook | From $39/month | Website |
| Keap | From $249/user/month (billed annually) | Website |
| Service Creatio | From $25/user/month (billed annually) | Website |
| Close | From $49/user/month (billed annually) | Website |
| Zoho | From $10/month (billed annually) | Website |
| Orderry | From $69/3 users/month (billed annually) | Website |
| NetSuite ERP | Pricing upon request | Website |
| Insightly | From $29/user/month (billed annually) | Website |
| Thryv | From $15/user/month | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow To Choose CRM Software For The Service Industry
As you work through your unique software selection process, keep the following points in mind:
- Integration Capabilities: Ensure the CRM can integrate with existing tools and systems.
- Scalability: Choose a CRM that can grow with your business. As your service business expands, the CRM should be able to handle increased data and complexity without compromising performance.
- User-Friendliness: Opt for a user-friendly interface to facilitate adoption by your team. A CRM with an intuitive design can reduce the learning curve and improve productivity, ensuring that your team can quickly adapt to the new system.
- Customization: Look for a system that allows tailored solutions to streamline workflows and adapt to team needs. The software should offer customization options that can be tailored to fit the unique processes of your service business, enhancing efficiency and effectiveness.
- Customer Support and Training: Reliable customer support and training are crucial for successful CRM implementation. A CRM provider that offers comprehensive support and training can help your team maximize the software's potential and address any issues promptly.
Best CRM Software For The Service Industry Reviews
Discover in-depth analysis and overviews of top CRM software tailored for the service industry. We’ll walk through the pros and cons, their features, and their best use cases.
Nimble integrates social media, contact management, and sales automation in one platform, allowing businesses to effectively manage their contacts, enhance their outreach efforts, and build and nurture client relationships.
Why I picked Nimble: Nimble focuses on long-term customer engagement, pulling customer data from various sources like social media platforms, emails, and interactions to create rich, detailed profiles. This feature allows businesses a 360-degree view of their customers and track of relationships across multiple touchpoints. It provides intelligent contact management that gathers valuable insights and up-to-date information on clients, and segmentation tools for categorizing clients based on engagement history, preferences, or demographic data.
Standout features & integrations:
Features include automated workflows, email sequences, social profile enrichment, tools for capturing leads via web forms and tailoring email sequences based on recipient actions.
Integrations include Microsoft 365, Google Workspace, MailChimp, Zapier, Import2, PandaDoc, TalkDesk, FunnelFLARE, ActiveDEMAND, and QuickBooks.
Pros and cons
Pros:
- Smart pipeline management
- Personalized email tracking
- Automated contact enrichment
Cons:
- Limited customization options
- Lacks advanced service-specific features
HoneyBook helps service-based businesses manage the entire customer lifecycle by automating workflows, communication, and task management, making it an exceptional solution for service professionals looking to automate their workflows.
Why I picked HoneyBook: HoneyBook provides end-to-end workflow automation, allowing service businesses to streamline their entire process. It automates tasks and combines CRM with project creation and management within the platform. Additionally, it integrates financial management tools for sending invoices, tracking payments, and managing contracts, ensuring financial processes are aligned with project milestones.
Standout features & integrations:
Features include project management with task timelines and milestones, client communication and collaboration tools, contract management, invoicing and payment processing, online booking and scheduling, customizable templates for proposals and contracts, and file sharing and document storage.
Integrations include QuickBooks, Google Calendar, Gmail, Zapier, Zoom, Slack, Mailchimp, Calendly, Stripe, and Square.
Pros and cons
Pros:
- Built-in scheduling, invoicing, and payment processing
- Secured file sharing and document storage
- Customizable client-facing templates
Cons:
- Lacks advanced task management features
- Limited workflow customization
Keap helps small businesses streamline client management, sales, and marketing by providing tools for contact organization, automated follow-ups, invoicing, and appointment scheduling.
Why I picked Keap: Keap simplifies customer management through its built-in contact management system that enables services to segment customers based on needs or preferences. It provides appointment scheduling tools for booking services online and automation features for repetitive tasks. Additionally, Keap offers customizable pre-built templates for email marketing campaigns, sales pipelines, and follow-up sequences, making it an appealing choice for small businesses looking for easy-to-use software.
Standout features & integrations:
Features include automated lead capture and follow-ups, contact management and segmentation, email marketing automation with customizable templates, sales pipeline tracking, invoicing, online payment processing, and reporting tools for tracking customer interactions and sales performance.
Integrations include QuickBooks, Zapier, Gmail, Outlook, Shopify, WordPress, PayPal, Stripe, Mailchimp, and WooCommerce.
Pros and cons
Pros:
- Email campaign tracking with insights
- Automated lead capture from various sources
- Combined client management and sales automation
Cons:
- Lacks advanced inventory management
- Not ideal for complex service workflows
Service Creatio offers tools for managing customer relationships, service processes, and case management. It streamlines workflows, automates service delivery, and improves customer satisfaction through personalized interactions.
Why I picked Service Creatio: Service Creatio offers drag-and-drop tools, making it easy to build custom applications, workflows, and dashboards. This no-code customization allows businesses to quickly implement changes without relying on IT teams. It provides omnichannel service management for teams to manage customer interactions across platforms like email, phone, chat, and social media, as well as case management for tracking customer issues, assigning tasks, and monitoring progress.
Standout features & integrations:
Features include AI-powered case management, predictive analytics, automated task routing and follow-up reminders, real-time performance and service quality insights, and customizable workflows and dashboards.
Integrations include Microsoft Outlook, Google Calendar, Mailchimp, Slack, Zapier, QuickBooks, Docusign, Twilio, Zendesk, and Jira.
Pros and cons
Pros:
- AI-driven service automation
- Advanced case management integration
- Flexible task customization
Cons:
- Steep learning curve for customization
- Complex automation setup
Close supports sales and customer management processes with its intuitive interface and built-in communication tools for managing all customer interactions, lead follow-up, pipeline management, and tracking communication history in one platform.
Why I picked Close: Close offers an all-in-one communication system, where users can make calls, send emails, and exchange SMS within the platform. It has automatic call logging and email tracking for communication history and follow-ups, automation tools for lead management, and task reminders, and customizable pipeline management for tailoring funnels and workflows to specific processes. Additionally, Close is designed for immediate use out of the box which lessens the learning curve and onboarding time.
Standout features & integrations:
Features include built-in calling, SMS, and email communication, automatic call logging, and email tracking, customizable sales pipelines, lead management automation, fast search and filtering capabilities, and customizable reporting and analytics.
Integrations include Slack, Zapier, Zoom, Google Workspace, Microsoft 365, Mailchimp, HubSpot, Pipedrive, Trello, and Asana.
Pros and cons
Pros:
- Instant reporting and analytics into performance and progress
- Lead management automation
- Customizable sales pipelines and task reminders
Cons:
- No native support for project management
- Limited reporting customization
Zoho CRM offers tools for managing customer relationships and streamlining operations like multichannel customer engagement for a unified communication experience, as well as automation tools for lead management and workflows.
Why I picked Zoho: Zoho integrates email, social media, live chat, phone, and messaging apps, providing businesses with a central hub for all customer interactions and improving customer service. It offers an AI-powered assistant called Zia for analyzing customer data and interactions and automating lead nurturing, ticket resolution, and appointment scheduling. Additionally, it provides powerful analytics tools for tracking the performance of each communication channel and giving insights into which platforms generate the most leads, sales, or service requests.
Standout features & integrations:
Features include automation for lead management and workflows, AI-powered assistant Zia for data-driven insights and recommendations, real-time tracking and reporting of customer interactions, customer segmentation tools, integrated sales and service management, and built-in appointment scheduling.
Integrations include Google Workspace, Microsoft 365, Slack, Mailchimp, WhatsApp, QuickBooks, LinkedIn, Zoom, Shopify, and Dropbox.
Pros and cons
Pros:
- Native project management features
- Comprehensive automation
- AI-powered data analytics
Cons:
- Steep learning curve for advanced features
- Occasional integration issues with other software
Orderry offers customer management, job tracking, workflow automation, and built-in communication features. It integrates with inventory management and financial tracking, making it a comprehensive solution for service-based businesses.
Why I picked Ordery: Orderry integrates core business processes, like inventory and financial management, into the CRM platform, allowing businesses to track interactions, job progress, parts and materials used, and payments in one platform. It has a customizable messaging service for directly communicating with customers, a scheduling system for efficiently allocating tasks, and offers real-time updates on job statuses and inventory levels.
Standout features & integrations:
Features include job tracking and scheduling, real-time updates on service statuses, financial tracking and invoicing, customer database management, automated task assignments, built-in SMS and email communication, and multi-location support for businesses with multiple service centers.
Integrations include WhatsApp, Facebook Messenger, QuickBooks, Google Sheets, Shopify, Viber, Zapier, Google Calendar, Slack, and Mailchimp.
Pros and cons
Pros:
- Custom workflows for service types
- Multi-location management
- Job-specific inventory tracking
Cons:
- Complex setup for multi-location support
- No marketing and lead generation tools
Oracle Netsuite ERP integrates customer relationship management with enterprise resource planning, offering an extensive application suite that streamlines operations and enhances customer relationships.
Why I picked Oracle NetSuite ERP: Oracle Netsuite ERP offers real-time data visibility across all the business, including customer interactions, financials, project management, and resource allocation. The platform centralizes data, allowing service companies to manage lead generation, invoicing, project delivery, and support in one system. It has powerful automation tools for billing, contract renewals, and customer support workflows and reporting tools for insights into business performance and metrics tracking.
Standout features & integrations:
Features include financial management, order and inventory management, customer service automation, multi-currency and multi-language support, and advanced analytics and reporting.
Integrations include Salesforce, Shopify, Adobe Commerce, WooCommerce, HubSpot, Zendesk, Expensify, Avalara, BILL, and Concur.
Pros and cons
Pros:
- Multi-currency and global support
- Advanced project management tools
- Real-time financial visibility
Cons:
- Limited marketing automation
- Customization requires technical expertise
Insightly combines customer relationship and project management, streamlining client interactions and service delivery for efficiency, and customer satisfaction, and to drive business growth.
Why I picked Insightly: Insightly tracks customer relationships and manages complex projects in one tool. It has built-in marketing automation capabilities that run targeted marketing campaigns based on customer data, email tracking and lead scoring that helps service teams focus on high-priority clients, and detailed analytics for insights into campaign performance and conversion rates. The CRM and project management integrations allow providers to manage timelines, tasks, and milestones directly from the platform.
Standout features & integrations:
Features include advanced lead management, workflow automation, comprehensive project management tools, and real-time insights with customizable dashboards and reports.
Integrations include Google Workspace, Microsoft 365, QuickBooks, Xero, Mailchimp, Slack, Dropbox, Zapier, Outlook, and Gmail.
Pros and cons
Pros:
- Custom dashboard for real-time insights
- Comprehensive lead scoring system
- Marketing automation integration
Cons:
- Not ideal for non-project-based services
- Limited project management tools for large teams
Thryv is for small and medium-sized businesses and combines CRM, marketing automation, and business operations management in one platform.
Why I picked Thryv: Thryv offers an all-in-one tool suite that goes beyond the typical CRM functionalities. Its marketing automation allows businesses to create personalized campaigns and customer segmentation and its reputation management tools monitor and respond to customer reviews across multiple platforms. It integrates client-facing tools like online booking and customer portals and accounting tools for invoicing and payment processing.
Standout features & integrations:
Features include a unified inbox for managing messages from various channels, tools for scheduling appointments, invoicing, and automated customer reviews. Thryv also provides marketing solutions such as enhanced local listings and reputation management, making it easier for businesses to attract and retain customers.
Integrations include QuickBooks, PayPal, Square, Stripe, Google My Business, Facebook, Instagram, Yelp, Mailchimp, and WordPress.
Pros and cons
Pros:
- Lead management and follow-up automation
- Built-in reputation management
- Appointment scheduling with automated reminders
Cons:
- Limited email functionality
- Limited advanced customization
Other CRM Software For Service Industry
Below is a list of additional CRM software for the service industry that we shortlisted, but did not make it to the top list. Worth checking them out.
- ClickUp
Best for task tracking within CRM
- Freshdesk
Best for AI-powered ticketing
- Zendesk
Best for customer support and ticketing
- monday.com
Best for visual project tracking
- Simply CRM
Best for user-friendly interface
- Copper
Best for G Suite integration
- HubSpot
Best for inbound marketing tools
- Pipedrive
Best for sales pipeline management
- Freshsales
Best for AI-powered sales pipeline
- Agile CRM
Best for marketing automation
- Salesforce Financial Services Cloud
Best for large enterprises needing customization
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CRM Software For Service Industry Selection Criteria
The criteria for choosing a CRM software tool should directly address your industry needs and common pain points, ensuring that the software serves its intended purpose effectively. As an expert who has personally tried and researched these tools, here are the requirements I use when evaluating software:
Core Functionality (25% of total score):
- Organizes customer data for easy access and tracking
- Manage service requests from start to finish
- Streamlined online booking for client appointments
- Automated, personalized communication across multiple channels
- Real-time insights into customer interactions and performance
Additional Standout Features (25% of total score):
- Leverage AI to provide predictive analytics and customer insights
- Ability to tailor dashboards to specific business needs
- Full functionality on mobile devices for field service agents
- Smooth integration with other business tools like ERP and marketing automation
- Features that automate repetitive tasks to save time and reduce errors
Usability (10% of total score):
- Clean, user-friendly design that minimizes the learning curve
- For scheduling and task management
- Easy configuration of user roles and permissions
- Flexibility to adapt workflows to specific business processes
Onboarding (10% of total score):
- Availability of comprehensive training materials
- Guided tours to help new users get started
- Pre-built templates for common tasks and processes
- Access to live support and automated assistance
Customer Support (10% of total score):
- Round-the-clock customer service
- Support via phone, email, and live chat
- Personalized support for business accounts
- Extensive library of articles and FAQs
Value for Price (10% of total score):
- Clear and upfront pricing without hidden fees
- Various pricing tiers to suit different business sizes and needs
- Availability of trial periods to test the software
- Evaluation of features offered relative to the price
Customer Reviews (10% of total score):
- High ratings and positive feedback from users
- Reviews highlighting the effectiveness of key features
- Positive feedback on customer support experiences
- Reviews emphasize the software's ease of use and user-friendliness
Trends For CRM Software For The Service Industry
Here are some trends I’ve noticed for CRM Software in the service industry, plus what they might mean for the future. I sourced countless product updates, press releases, and release logs to tease out the most important insights.
- AI and Machine Learning Integration: AI and machine learning are transforming CRM systems by automating repetitive tasks and providing predictive insights, allowing businesses to enhance operational efficiency and improve customer service through data-driven decision-making.
- Omnichannel CRM Solutions: Omnichannel CRM solutions are becoming essential, enabling seamless customer interactions across various platforms. This trend is significant because it ensures a cohesive customer experience, crucial for maintaining customer satisfaction and loyalty.
- Low-Code and No-Code Platforms: The rise of low-code and no-code CRM platforms is empowering non-technical users to create custom workflows. This democratizes CRM customization, allowing businesses to adapt quickly to changing needs without heavy IT involvement.
- Mobile CRM Applications: Mobile CRM applications are gaining popularity, providing real-time access to customer data for remote teams. This trend is important as it supports a flexible workforce and enhances productivity by enabling on the go customer relationship management.
- Enhanced Data Security: With increasing concerns over data privacy, enhanced data security measures in CRM systems are becoming a priority. This trend is crucial as it helps businesses protect sensitive customer information and comply with regulations, building trust with their customers.
CRM software for the service industry is rapidly evolving, with new technologies enhancing efficiency and customer satisfaction. Trends like AI integration, omnichannel solutions, and low-code platforms are empowering businesses to streamline operations and deliver more personalized experiences. Staying informed on these changes can help service providers adapt and thrive in an increasingly competitive landscape.
What Is CRM Software For The Service Industry?
CRM software for the service industry is a tool that helps businesses manage customer relationships and interactions effectively. It is widely used by sales, marketing, and customer service teams to track customer interactions, manage leads, and identify up-selling opportunities. The software centralizes customer data, providing insights into customer behavior and preferences, which helps businesses deliver personalized experiences and improve customer satisfaction.
Key components of CRM software for the service industry include customer service management, integration hubs, field service management, employee experience automation, and low code and intelligent automation. These components work together to streamline processes, enhance efficiency, and reduce costs. CRM systems also offer advanced support analytics, social media integration, mobile accessibility, workflow automation, and customization options, making them essential for businesses looking to grow and maintain strong customer relationships.
Features Of CRM Software For The Service Industry
Choosing the right CRM software is essential for efficient sales management and generating insights into your user experience. When selecting a CRM tool, consider several key features that can significantly impact business success, such as:
- Contact Management: A centralized hub for organizing customer data and contact information, and facilitating seamless interactions. This feature is essential for maintaining detailed records of customer interactions and ensuring that all departments have access to up-to-date information.
- Lead Management: Helps prioritize and track leads, optimizing the sales pipeline and resource allocation. Effective lead management ensures that potential customers are nurtured appropriately, increasing the chances of conversion.
- Opportunity Tracking: Monitors the progress of potential deals, aiding in revenue forecasting and strategic decision-making. This feature helps businesses stay on top of their sales opportunities and make informed decisions about resource allocation.
- Email Integration: Combines email communication with the CRM, ensuring no important interactions are missed. Integrating email with CRM allows for seamless communication and ensures that all customer interactions are logged and accessible.
- Task Management: Streamlines workflows by assigning tasks and tracking progress, enhancing accountability and customer satisfaction. Task management features help ensure that all team members are aware of their responsibilities and deadlines.
- Calendar Integration: Facilitates efficient time management by synchronizing schedules within the CRM. This typically cloud-based feature helps teams coordinate their activities and avoid scheduling conflicts.
- Marketing Automation: Personalizes messaging and analyzes campaign effectiveness. Marketing automation tools help businesses reach their target audience with tailored messages and track the success of their marketing efforts.
- Customization: Allows businesses to tailor the CRM to their specific needs, including adding features and integrating with existing systems. Customization ensures that the CRM can adapt to the unique requirements of each business.
- Third-Party Integrations: Compatibility with other business software is crucial for seamless operations. Integrating CRM with other tools enhances productivity and reduces manual data entry.
- Mobile Access: Allows access to CRM functionalities on-the-go, enhancing flexibility and responsiveness. A mobile app ensures that team members can stay connected and productive, even when they are away from the office.
Choosing the right CRM software for the service industry involves evaluating certain CRM features that enhance customer relationship management and operational efficiency. By focusing on essential functionalities, businesses can ensure they select a CRM solution that aligns with their needs and supports their growth.
Costs And Pricing Of CRM Software For The Service Industry
This section provides an estimate of average CRM software plans and costs for the service industry.
Plan Comparison Table for CRM Software for the Service Industry
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic contact management, limited users, basic reporting |
| Personal Plan | $10 - $30 per user/month | Email integration, task management, basic automation, limited customization |
| Business Plan | $60 - $100 per user/month | Advanced reporting, workflow automation, integrations with other tools, mobile access |
| Enterprise Plan | $150 - $300+ per user/month | Customizable dashboards, AI-driven insights, advanced security, dedicated support |
FAQs About CRM Software For The Service Industry
Here are some answers to frequently asked questions you may have about CRM software for the service industry and how it works:
How can CRM software improve customer loyalty and retention in the service industry?
CRM software improves customer retention by providing personalized support and tracking interactions. It centralizes customer data, allowing for tailored communication and service. Automated follow-ups also help address concerns proactively, enhancing satisfaction and fostering long-term relationships.
What are the potential drawbacks of implementing CRM software in a service business?
While CRM software offers many benefits, there are some drawbacks. Implementation, like data migration and system integration, can be time-consuming and costly. The initial investment and ongoing fees may be significant, especially for small businesses. Data silos can also form if the CRM isn’t well integrated with other systems. Proper planning, training, and choosing the right CRM can help address these challenges.
What are the best practices for successful CRM implementation in the service industry?
Successful CRM implementation in the service industry requires clear goals and selecting a CRM that fits your business needs. Ensure accurate data entry and build a solid data infrastructure to support the CRM. Provide training for all users to reduce errors and maximize benefits. Regularly update and clean data, and track performance using KPIs and ROI analysis to measure effectiveness. Align CRM goals with your overall business objectives for the best results.
How can CRM software automate administrative tasks in a service business?
CRM software automates tasks like data entry, follow-up emails, and invoicing, saving time for more important work. It can also handle workflows, such as sending automated responses and surveys. This boosts efficiency, reduces errors, and helps businesses focus on better customer service.
What’s the learning curve like for CRM software?
Most CRM software is designed with user-friendly interfaces, but the learning curve can vary depending on its complexity and the features you need. It’s important to choose a tool that matches your team’s comfort level with technology. Some CRMs also offer training resources or support to help your team get up to speed faster.
Can CRM software help track customer service issues?
Yes, CRM tools can be great for logging and tracking customer service issues. Your team can create cases for each problem, assign them to the right person, and track progress until they’re resolved. This ensures nothing falls through the cracks and helps keep customers happy.
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