5 Reasons Not to Use Google Sheets/Excel as a CRM

Google Sheets/Excel are popular tools that many people initially use as a CRM. With a small amount of data and just 1–2 users, this is an easy, simple way to start recording and managing lead/customer data. You can also add Google Sheets automation to keep using it longer.

However, as data volumes and user numbers grow, Google Sheets starts to show problems. A professional CRM then becomes necessary. Here are 5 main benefits of moving from Google Sheets/Excel to a dedicated CRM:

1. Improve security and reduce data loss.

Google Sheets has basic sharing features, such as view, edit and comment access. But sharing is at the file level, without row or column limits. This risks exposing data to people who do not need it, information leaks or incorrect changes to the original data.

You cannot set view and edit permissions by row or column in Google Sheets

All customer data in Google Sheets can easily be copied

CRM solutions generally let you assign read permissions to different roles. International-standard CRMs also offer advanced security features such as two-factor authentication, download restrictions, encryption at rest and infrastructure security...

2. Automate processes and save time.

Steps such as entering customer information, sending quotes, replying to emails and handling contract procedures usually take up the most time for sales teams.

In Google Sheets, these steps are almost entirely manual, often inconsistent in content and simply time-consuming, taking time away from activities that directly generate sales, such as reaching new potential customers.

With a CRM, customer information can update automatically from multiple channels, such as websites, messages, email, forms and social media chats. When new information arrives, the CRM can also trigger standard steps, such as sending quotes and engagement emails, based on criteria such as customer type, sales channel, product and sales policy. Together, these features shorten total selling time by 50%–300%.

3. Minimize human error.

The most common risk in Google Sheets is that someone with edit access enters incorrect information, affecting a range of formulas and conditions in other data.

Someone deletes a row, causing errors throughout the file

In a Google Sheets file with many formulas and conditions, finding and fixing errors can be very complicated. Meanwhile, the team cannot operate while the errors are being fixed.

A CRM addresses errors comprehensively through data entry validation, access restrictions based on position and workflows that check data quality. It also automatically fills in common information and conditional defaults, such as product details, discount percentages, tax information and existing transaction or customer details. Accurate data over the long term enables detailed analysis of customer behavior and needs to improve services, products and sales.

A CRM also improves team interaction and productivity when solving problems, helps handle customer requests and complaints, and compiles operational metrics.

4. Track metrics and productivity in detail.

Statistics in Google Sheets are usually limited by the data entered. A CRM can provide other types of data to address customers' short-term and long-term problems.

For example, when a customer reports an issue, the CRM can provide their past information, support history, feedback and details of who helped resolve issues. This improves communication and customer satisfaction. Problems with processes, people and products also become easier to identify and address.

Finally, a CRM helps manage, access and synchronize large amounts of data across devices, compared with basic Google Sheets limits such as 18,278 columns.

5. Scale operations easily.

With Google Sheets, more data makes files slower to load, and more people working simultaneously makes errors more likely.

A CRM keeps day-to-day work and operations fast and stable. It also flexibly accommodates your business's scale and activities, making it easy to add users, teams, processes and more.

You can also easily integrate a CRM with systems such as your phone system, website, ERP and HRM. International-standard CRMs usually offer APIs, making integration with other systems that also offer APIs fairly easy.

Conclusion

A CRM has clear advantages over Google Sheets/Excel when handling large numbers of leads/customers, complex sales processes or large sales teams.

International-standard CRMs generally have stronger security and integrate with other systems more easily than Vietnamese CRMs.

Among international-standard CRMs, Zoho CRM combines competitive pricing, flexibility and powerful features. Optimus is a Zoho Partner - an authorized Zoho partner in Vietnam that distributes and implements Zoho CRM.

If you need to implement a CRM from scratch or move from Google Sheets/Excel to a dedicated CRM, contact Optimus at 0813 306 204 or email contact@optimus.vn for a free consultation.