We use Google Analytics for understanding customer behavior on our site. It works fairly well, and the price is right. Sometimes it takes a bit of coding work to get it to track everything you want it to, but it’s a remarkably effective tool if you invest the resources to set it up correctly.
With Tableau, you can reach all the different databases for consolidated reporting and analysis. Tableau has proven to be a valuable business intelligence tool for us.
We built our own CRM which comes with its fair share of benefits and challenges. We had no choice but to develop our own CRM. The primary reason is that there were not many CRM’s out there that would handle the two-sided exchange. We have many customers and many contractors--it’s a many-to-many relationship. We struggled to find a structure that could do that. Now, we have a permanent obligation to maintain our own CRM, but it allows us a lot of flexibility with modifications and open source plugins.
We use Salesforce a little bit, but I am not always a fan. Most of what we do with Salesforce, we could do with other tools. But our sales reps are familiar with it and it’s easy to get started with it quickly.
We use WordPress for our blog, but you have to stay on top of the security updates very religiously. It is not very secure, so it is firewalled from the rest of our site for that reason.
We handle all of the transactional and drip campaigns from our home-grown platform GIL. The logic is built into our own system. We use SendGrid to actually send the emails out. It works well.
We use every Google product under the sun. We trust that Google will continue to invest resources to make their products even more robust. They tend to improve their stuff pretty rapidly. One of the few Google tools that I am disappointed in is Google Voice. They do not have a good support for it.
We use QuickBooks only for our General Ledger, as it is not strong enough to handle our transaction volume and reconciliations. It would not handle that well. We built our own accounting platform that allows us to save money on ongoing licensing. The advantage is that we can use engineers that are more readily available.
We use some Temp Agencies to help us find staff for our call center. We tend not to use recruiting agencies. ClearCompany is a good talent sourcing tool. It helped us create and manage a more efficient recruiting process.
We chose Slack more for internal preference than actual product capability. It was the preferred tool of our engineer team. We evaluated other tools and we found out that most of them bring an equal amount of value, even though the features are slightly different.
Optimizely is a key part of our site optimization. It has the right tools to let you quickly and easily do A/B testing to optimize performance.
Marin Software is one of the most popular tools to manage digital campaigns, but we had a bad experience with their sales rep and customer service, and it did not perform well for us. We will not be using Marin again.
TV Squared is an impressive platform that helps you evaluate your response from TV media. It is a good tool.