We Tested the Best CRM Software in Indonesia

Did you know that Indonesia ranks fourth among countries with the largest digital population worldwide? It boasts over 200 million internet users, and that number is projected to keep climbing. In addition, there is the rapid expansion of e-commerce and online retail in the country. This translates to a massive opportunity for your business! 

And you know what will come in handy to manage so many customers? Customer relationship management [CRM] software that will keep your customers happy, organized, and coming back for more! 

To help you find the perfect CRM platform for Indonesian businesses, my team and I have evaluated 10 CRM software. You can pick one from the list based on your business needs. But before that, you should know what key features to look for and prioritize in this CRM software.

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What Should You Look for in CRM Software?

When reviewing these CRM systems, I focused on the key CRM components directly impacting a sales rep’s day-to-day performance and customer satisfaction and Indonesia-specific features, such as data center options and compliance with Indonesian data privacy regulations like UU ITE. 

Here are some aspects that I looked for:

• Lead management efficiency: I started by assessing the CRM tool’s lead management capabilities, such as scoring, qualification, and nurturing, as lead conversion is a core part of a sales rep’s job
• Sales automation: Another focus area was automation features, particularly the ability to create automated email sequences for lead nurturing and automating data entry tasks such as call logging and contact information updates
• Collaboration: With so many people involved in closing deals—especially with enterprise deals—collaboration features are a must-have. Some collaborative CRM features that I found interesting were co-owned leads, team dashboards, and chat
• Reporting: CRM tools need to go beyond basic reports—customizable dashboards, forecasting, and data-driven insights
• Mobile app: You never know when a lead gets back to you. A mobile app that allows you to stay on top of your deals by tracking lead activity and following up can come in handy
• Artificial intelligence [AI]: With AI on the rise, I also tested CRM tools for AI features, especially data visualization and predictive analytics, as they can greatly aid in the sales process
• Data centers: I prioritized CRM tools that have data residency options in the APAC region to comply with Indonesian data privacy regulations

To form a well-rounded perspective, I also read user comments on independent review platforms to find out where each CRM platform stands and identify its strengths, weaknesses, and standout features. 

Now, let me present the top 10 CRM software Indonesia and Indonesian businesses can benefit from.

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The 10 Best CRM Software to Use in 2024

From qualifying leads and managing your pipeline to running personalized campaigns at scale and driving growth with actionable insights, these 10 CRM software solutions can help you run sales operations more efficiently. 

1. ClickUp: Best all-in-one CRM project management system

ClickUp is an all-in-one work management platform with many features that include project management, automation, and AI assistance, making it easier for you to handle all your business processes from one place.

The ClickUp CRM solution is best known for its database management, automation capabilities, and reporting features.

Let’s explore them in detail.

Create a central customer database

Bring all your customer details into a CRM system so that it becomes your single source of truth. Allow sales reps to create folders, subfolders, and lists to create hierarchies and better organize customer accounts.

Once you’ve created folders for different customers, you can leverage tags, statuses, filters, and geographical locations to categorize them. This can help:

• Sales teams track pipelines, prioritize leads, and manage orders easily
• Marketing teams craft targeted CRM campaigns and set up segmented marketing automation

You can also use the ClickUp CRM template to organize all your account details and activities to enhance your sales processes. With the template, you can:

• Structure your customer database with statuses, tags, and custom fields, and get a complete overview of your accounts
• Filter accounts based on deal size, status, industry, or any other relevant criteria to prioritize high-potential deals
• Create a sales playbook with different resources, such as your pricing plans and quote templates, to make it easily accessible to your sales team
• Use the ClickUp Calendar View to get an overview of all your meetings

Download This Template

Automate sales processes 

ClickUp has an easy-to-use if/then automation builder that allows you to run automation based on different triggers and actions. For example, you can trigger an email when a lead moves from one stage to another or notify a BDR when a new lead joins the pipeline.

Here are some other automation ideas:

• Change the status of a lead from hot to warm or cold if they’re unresponsive for a set period
• Trigger status updates based on lead actions
• Set custom sales workflows for different pipelines based on customer details and activity

Set custom dashboards

With over 50 customizable widgets, ClickUp CRM allows you to tailor your dashboards to focus on the most important metrics. Analyze sales pipeline health, track customer interactions, and identify trends—all with a convenient drag-and-drop interface.

But even better is how tightly integrated ClickUp Brain is with your CRM system. ClickUp Brain is ClickUp’s AI copilot, which acts as your sales team’s virtual assistant, helping them extract actionable insights and find information quickly. 

From summarizing dashboards to answering questions based on historical customer data and even drafting personalized emails based on that data, ClickUp Brain can be an incredible value-added service.

Moreover, ClickUp—through AWS—allows businesses to host their data anywhere in the world, and Indonesian customers can keep their customer data in Australia or Singapore.

ClickUp best features

• Centralize customer data: Create a unified customer database with folders, subfolders, and lists to avoid data silos
• Run segmented workflows: Use features such as tags, filters, and custom statuses to create custom pipelines and run personalized CRM campaigns
• Reduce busywork: Set up automation for repetitive work such as syncing data from other sources, assigning leads, and managing other sales processes such as follow-ups
• Automate follow-ups: Use ClickUp’s built-in email functionality to trigger emails based on different triggers such as form submissions, lead status or priorities changes, dates
• Collaborate with your team: Have feedback or need an update? Use ClickUp’s Chat view and comment functions to ask contextual questions and provide suggestions
• Get actionable insights: Create custom sales reports and charts and use ClickUp Brain to extract meaningful insights from those reports

ClickUp limitations

• ClickUp Brain is a paid feature, so you’ll need to subscribe to one of their plans to get access to it
• Some users have reported a steep learning curve owing to the number of solutions and customizations offered by the platform

ClickUp pricing

• Free Forever
• Unlimited: $7/user/month
• Business: $12/user/month
• Enterprise: Contact for pricing
• ClickUp Brain is available on all paid plans for $7 per Workspace member per month

ClickUp ratings and reviews

• G2: 4.7/5 [9500+ reviews]
• Capterra: 4.6/5 [4000+ reviews]

2. Salesforce: Best for enterprise sales teams

Salesforce needs no introduction—it’s one of the oldest CRM software solutions with a vast user base and a large ecosystem of partners and integrations. A highly scalable CRM, Salesforce is known for both its customization and analytical capabilities, making it a popular CRM for most enterprise-grade companies.

One thing I particularly loved about Salesforce CRM is how it brings sales, revenue, and partner management solutions into one platform.  

For instance, I was able to track a specific customer’s purchase journey, including the initial contact through a marketing campaign managed within Salesforce, all the way to the final sale, which involved a discount offered by a partner company—within the same interface.

This means you don’t just get to know a customer’s history and how it connects to your revenue but also how various channels, such as partners and affiliates, contribute toward your sales and revenue.

Salesforce is starting to become a key tech player in the Indonesian region and has recently partnered with KOMINFO to provide CRM training for Indonesians. Their aim is to train 100,000 students in 3 years.

Salesforce best features

• Assess your sales performance on individual, team, and territory levels to get an idea of how different factors affect your go-to-market [GTM] strategy
• Use Salesforce’s AI-powered commit calendar to run what-if scenarios and figure out how your pipeline can contribute to revenue goals
• Create ‘sales programs’ for new business development representatives [BDRs], giving them the templates and resources they need to sell better  

Salesforce limitations

• Implementing Salesforce and migrating away from it are both time-consuming processes
• Some users find the UI non-intuitive as it leads to a longer onboarding process, difficulty in finding features, and setting up customizations

Salesforce pricing

• Starter Suite: $24/user per month
• Professional: $80/user per month
• Enterprise: $165/user per month
• Unlimited: $330/user per month
• Einstein 1 sales: $500/user per month

Salesforce ratings and reviews

• G2: 4.3/5.0 [19,800+ reviews]
• Capterra: 4.4/5.0 [18,300+ reviews]

3. Hubspot: Best CRM software for early-stage startups

Hubspot is an extremely user-friendly and modern-looking CRM platform, making it a good choice for small companies just getting started with their sales programs. 

I saw this firsthand during testing. The interface was intuitive and clean, and setting up basic contact management and deal pipelines took little time. 

Its free plan supports up to five users and offers features such as conversational bots, canned messages, and chat. This helps new businesses get a lot done even before they become a subscriber.

As Hubspot started as a marketing platform, it comes with some of the most robust campaign management workflows, including A/B testing and email templates, which I’ve seen in CRMs to help with better customer engagement. 

This tight integration between sales and marketing tools was particularly useful, and I could see how it would be beneficial for small businesses with limited resources.

Also, if you’re just starting to use CRM software [or have complicated workflows], you can leverage the expertise of local Hubspot-authorized partner agencies who can help you get set up quickly.

Hubspot best features

• Engage your leads with personalized prospecting workflows and automated email campaigns
• Record and log calls right from your browser to keep track of customer conversations
• Improve your sales cycle with Hubspot’s sales quote tool that supports both digital signatures and embeddable payment links
• Run ABM campaigns with features such as company scoring and ready-to-use templates

Hubspot limitations

• It focuses more on email campaigns and sequences than lead management 
• Limited reporting and sales automation options

Hubspot pricing

• Free
• Sales Hub Professional: $90/user per month
• Sales Hub Enterprise: $150/user per month

Hubspot ratings and reviews

• G2: 4.4/5.0 [11,200+ reviews]
• Capterra: 4.5/5.0 [4000+ reviews]

4. Microsoft Dynamics 365: Best AI-powered CRM + ERP software for large companies

Microsoft Dynamics 365, with its deep integration with Microsoft Copilot capabilities, is a great option for productivity-focused enterprise sales teams. 

While I was composing an email to a client, Copilot suggested personalized content based on the client’s past interactions and automatically flagged potential missing consent information. This helped me ensure both a more relevant message and GDPR compliance. 

Copilot’s AI-powered automation can also help you draft emails, automate follow-ups, generate call summaries, and get suggestions for the next steps. 

Another feature that stood out for me is ‘automatic consent data refresh.’ This feature automatically updates a user’s consent data in your customer database, saving sales reps valuable time and ensuring data accuracy.

Moreover, Microsoft Dynamics 365 is one of the few CRMs with a Bahasa Indonesian Language Pack, so you can localize the platform and improve the UX for your local teams.

Microsoft Dynamics 365’s best features

• Prioritize leads and focus high-value deals with AI-powered lead-scoring
• Set key performance indicators [KPIs] for each team and track progress with embeddable charts
• Generate a timeline of customer interactions with Microsoft Copilot
• Save time and improve team efficiency with automated sales workflows

Microsoft Dynamics 365 limitations

• Most of its advanced features come at an additional cost, making it expensive for mid-market companies
• As Microsoft Dynamics takes a department-based approach to CRM, it can silo customer data and hinder cross-team communication, making it tough to run inter-departmental CRM strategies

Microsoft Dynamics 365 pricing

• Sales Professional: $65/user per month
• Sales Enterprise: $95/user per month
• Sales Premium: $135/user per month
• Microsoft Relationship Sales: $162/user per month

Microsoft Dynamics 365 ratings and reviews

• G2: 3.8/5.0 [1500+ reviews]
• Capterra: Not enough reviews

5. Zoho CRM: Best affordable CRM platform for SMBs

If you’re a small or medium-sized business looking for a cost-effective CRM, then you can try out Zoho CRM. Its Enterprise plan is not only more affordable than many other CRM tools on this list, but it also includes advanced AI and automation features.

Zoho’s smart automation truly impressed me. It helped me streamline lead nurturing tasks by automatically sending personalized email sequences based on pre-defined triggers. Plus, Zoho CRM also has a robust WhatsApp Business integration feature—particularly useful for a country like Indonesia which has over 86.9M active WhatsApp users.

The best part is its ‘Developer Hub’, which gives you customization freedom. You can build your own integrations, custom alerts, and role-specific apps for your sales, field service, and customer success teams. While I’m not a developer myself, I could see the potential of this feature for businesses that need a highly tailored CRM solution. 

Zoho CRM’s best features

• Create personalized customer workflows with drag-and-drop journey maps
• Customize the look and feel of your CRM interface with Zoho’s Canvas Studio
• Gamify your sales initiatives with awards, badges, and leaderboards

Zoho CRM limitations

• Some users have reported the UI to be non-intuitive and glitchy
• Setting up automation in Zoho CRM can feel clunky

Zoho CRM pricing

• Standard: $20/user per month
• Professional: $35/user per month
• Enterprise: $50/user per month
• Ultimate: $65/user per month

Zoho CRM ratings and reviews

• G2: 4.1/5.0 [2600+ reviews]
• Capterra: Reviews not available

6. Monday CRM: Best for SMBs requiring simple lead management features

Monday CRM is originally a project management software customized to manage leads and other basic customer management actions. It’s a sought-after tool by freelancers and small businesses alike who prefer a lead tracker or pipeline project management tool.

I tested this functionality and found it surprisingly intuitive. Building a basic sales pipeline with customizable stages only took a few minutes.

Another feature small teams would love is its AI writing assistant. It can help you manage your communications [content generation] and lead-related tasks such as follow-ups (formula builder and task generation).

Another advantage of Monday CRM is that it allows you to store customer data in the APAC region—even if your business is registered in another country.  

Monday CRM’s best features

• Manage your lead processes with custom statuses, columns, and tables 
• Automate busywork such as assigning due dates and setting reminders
• Draft emails and build workflow formulas with Monday AI

Monday CRM limitations

• Limited dashboards and reports when compared to other CRMs
• Doesn’t provide an undo functionality, so if you accidentally change any details, you can’t get the old data back

Monday CRM pricing

• Basic CRM: $15/seat per month
• Standard CRM: $20/seat per month
• Pro CRM: $33/seat per month
• Enterprise CRM: Custom pricing

Monday CRM ratings and reviews

• G2: 4.6/5.0 [700+ reviews]
• Capterra: 4.7/5.0 [300+ reviews]

7. Pipedrive: Best for lead and pipeline management

Pipedrive CRM is another SMB-focused CRM known for its pipeline management capabilities. It also supports 22 languages, including Bahasa Indonesian, so your local team can get onboarded quickly. 

To me, it felt more like a project management and sales automation tool. 

It allows you to create custom pipelines, use tags and statuses to monitor their status, and even get reminders when a lead has not moved from one stage to the next for a long time [a phenomenon known as deal rotting].

I found the visual pipeline interface particularly useful. It helped me quickly identify deals stuck in a particular stage and prioritize follow-ups. 

Also, as Pipedrive has built-in email campaign management and artificial intelligence [AI] capabilities, you can manage most of your key CRM processes in a single dashboard.

Pipedrive best features

• Add leads from email campaigns to custom pipelines and follow up with them using custom workflows
• Add chatbots and live chat widgets to your websites and apps to provide prompt support
• Use Pipedrive’s web visitor add-on to track website traffic and learn who’s visiting your company

Pipedrive limitations

• Some users have found the mobile app UI non-intuitive and difficult to use
• Migrating your pipeline data from other CRMs to Pipedrive can be a time-consuming process

Pipedrive pricing

• Essential: $14/seat per month
• Advanced: $29/seat per month
• Professional: $59/seat per month
• Power: $69/seat per month
• Enterprise: $99/seat per month

Pipedrive ratings and reviews

• G2: 4.3/5.0 [1800+ reviews]
• Capterra: 4.5/5.0 [2900+ reviews]

8. Freshsales: Best for small sales teams requiring quick onboarding 

Freshsales is a relatively old player, but what makes it stand out is its focus on creating a modern UI that reduces visual clutter. Even though Freshsales is packed with many advanced features and reports, navigating the interface felt intuitive and clutter-free.

Freshworks also has an AI assistant known as Freddy that can parse emails and historical data, giving you data-driven and actionable insights for the next steps. If you’re on a paid plan, you can also purchase their AI-powered chatbots as an add-on. Moreover, Freshsales supports the Indonesian language and allows you to store your data in the APAC region. Two for two, right?

Freshsales best features

• Use different views such as Kanban and List to get a birds-eye view of your pipeline
• Get insights into how customers come into your sales funnel, which channels they prefer, and such so you can reach them here they are
• Use Freshsales’ CRM workflow templates to automate tasks, set up follow-ups, and reduce your busywork

Freshsales limitations

• Lead pipelines can’t be grouped by teams, making it difficult for managers to view their team’s cumulative workload
• The forms can only be used to collect initial information. All new information has to be collected using a third-party survey and synced with Freshsales using external APIs

Freshsales pricing

• Free
• Growth: $11/user per month
• Pro: $47/user per month
• Enterprise: $71/user per month

Freshsales ratings and reviews

• G2: 4.5/5.0 [1100+ reviews]
• Capterra: 4.5/5.0 [600+ reviews]

9. Oracle CRM: Best complete customer experience [CX] suite for enterprises

Oracle CRM is another choice for risk-averse, large enterprises that prefer to use one software vendor for multiple functions—CRM, ERP, and other customer experience functions. 

I had the opportunity to explore Oracle CRM during this review process, and while a full implementation goes beyond the scope of this testing, it was clear that security is a major focus.

Oracle CRM, like other Oracle Cloud Solutions, comes with security features such as self-repairing systems and autonomous databases, making it one of the most secure cloud-based CRMs. There’s also the option of an on-premise solution, allowing you to choose the deployment model that best aligns with your specific security needs.

Oracle CRM’s best features

• Create in-depth customer profiles by complementing existing data with data from third parties and AI-enabled data parsing
• Sync with your ERP and HR systems to create accurate sales compensation packages for your BDRs
• Connect Oracle CRM with Oracle Commerce Cloud to get accurate reports on your business’s financial health

Oracle CRM limitations

• As it is a legacy solution, it comes with an outdated UX that can be difficult to navigate
• Some users have encountered issues with missing columns when uploading data in bulk
• Doesn’t provide AI or chatbot capabilities

Oracle CRM pricing

• Custom pricing

Oracle CRM ratings and reviews

• G2: 3.7/5.0 [90+ reviews]
• Capterra: 4.4/5.0 [30+ reviews]

10. SugarCRM: Best on-premise CRM solution

SugarCRM is one of the few software vendors that provides an on-premise solution that is as good as its cloud solution. I could see how it would appeal to companies with stricter data security needs.

Its on-premise CRM is not only one of the most secure CRMs, but it also comes with free access to all its APIs.

A particularly useful feature is SugarBPM™, a drag-and-drop CRM workflow builder that allows you to build automation for approving quotes, routing leads, and pre-populating email templates based on company size and industry.

I found this builder surprisingly intuitive, even for someone without a coding background. In just a few minutes, I created an automated workflow to send personalized welcome emails to new leads based on their industry.

SugarCRM best features

• Draft proposals, craft compelling emails, and leverage ready-made call scripts, all powered by AI
• Create custom revenue reports and use sales-i [their AI analytics tool] to pinpoint revenue potentials and bottlenecks
• Group records in the same neighborhood and give your field sales team driving suggestions 

SugarCRM limitations

• You’ll have to check for and delete duplicate leads manually
• Some users report that its CRM workflow builder is quite complicated, making it difficult to set up simple sales workflows

SugarCRM pricing

• Essentials: $19/user per month
• Advanced: $85/user per month
• Premium: $135/user per month

SugarCRM ratings and reviews

• G2: 3.9/5.0 [900+ reviews]
• Capterra: 3.8/5.0 [400+ reviews]

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Automate Your Customer Relations with ClickUp CRM

CRM platforms are among the most important tools in any sales or customer experience team’s arsenal. For sales reps, a CRM platform means getting complete visibility into customer interactions, allowing for targeted outreach and streamlined deal management.

CRM teams, on the other hand, can benefit from a holistic view of the customer journey. It enables them to get context into past customer activity, helping them personalize communications and resolve customer support questions quickly.

But all of this depends on the CRM solution you pick. That’s why I recommend trying ClickUp. The free templates, automation, and AI capabilities go a long way toward improving your team’s efficiency, and the reporting features, such as goals, custom dashboards, and trend charts, can help you make data-driven decisions.

Ready to streamline your customer management processes? Sign up for ClickUp today and get started for free.