Complaint Review: Salesnexus

One of the hazards of the business SalesNexus is in - taking ACT! contact databases from customers and migrating them into our Cloud Based CRM and Email Marketing solution - is that often companies contacts when something goes critically wrong with their ACT database.

Many times, corruption in the ACT! database makes it unusable for the customer.  This disrupts their business and then, they find us in their search for solutions.

So, when we migrate an ACT database into SalesNexus, there are times when the data that is available through the SalesNexus does not include some portion of what had been entered into ACT!

This is due to the corruption of the data within ACT!, prior to our involvement. 

Contrasted with the alternative - sales operations cease because ACT is completely useless, we feel that migrating the remaining data, that that has not been corrupted, is a very valuable service.

Unfortunately, some customers choose not to understand this complex technical situation and blame SalesNexus for the result, even though there is not conceivable way that we can make quality, useful information appear without quality, useful input.

Mr. Klein continues to refer to the missing data as "contacts".  Obviously he is unaware of the true problems encountered even though he was notified several times.  The data that disappeared were NOT contacts.  It was sales lead data that, according to his own personnel, is stored/maintained in a separate file than the contacts.  It is THIS data that disappeared, not our contacts.

Mr. Klein's rebuttals have attempted time & time again to deflect responsibility back to his customer (see previous ripoff report by a different user as well). 

"A company's values are a reflection of its owner's values"

Mr. Mancini explains the only way that contacts could possibly go missing.  A user removes them.

Mr. Mancini has failed to even suggest a method through which contacts could just disappear from our CRM system.  They can't. 

It's a database.  The point of the database is just this.  What goes in stays in until removed by a user.  Plus we back it up nightly and store the backups.

It is evident that Mr. Klein is a specialist in deflecting blame back to the consumer.  If we read between the lines, he attempts to deflect with the subject of Outlook sync, and now with the lost sales leads.  Is it possible that one of the three users inadvertently deleted 50 different & separately inputted sales leads that totaled $8M in potential sales...one by one?  I guess it is possible, but certainly not probable.  Additionally, during the initial contact with their on-line help service on November 28, it was determined that the sales leads went missing on or about November 18, 2011.  "Several weeks"?....I think not. 

Mr. Mancini has claimed that our system "lost" his valuable information.  That is not true.

We provide an online CRM software system that allows users to import lists of customers and leads and input customers and leads one at a time.  It also allows the user the ability to edit and update these lists in several ways.  It also allows the customer to synchronize with Outlook and smartphones.

Giving the user the ability to update and edit their own information comes with the risk that the user will update, change or delete their own information, sometimes on purpose and sometimes by accident, and then realize at a later time that they need to retrieve the original information.

That is why we backup all client information daily and keep backups for weeks.

Our database system is technically unable to simply "lose" information.  If information is removed or changed in the system by the user, and we are alerted within a week or two, there is no reason that the information can't be retrieved easily and quickly.

In this case, Mr. Mancini waited for several weeks to alert us that his team had found some information missing and by that time, it was no longer available in our backups.

Mr. Klein mentions that ACT! data import takes time to implement if the database is old or corrupted.  My database was neither.  The ACT! database imported was from ACT! Pro 2011, completely current, and not corrupted.  I have the e-mails from their programmer at the time (no longer with the company, of course) to prove this. 

Once again, Mr. Klein infers that the Outlook integration problem was on our end not his.  As I stated in my initial report, months of time were spent trouble shooting and I have the e-mails from their staff stating that the problem(s) communicating were with their database and not on my end.  We had three different users, each using different systems, all independent, and none could communicate with the Salesnexus server.  The final solution that actually worked was a simple password change which then allowed the third party software to talk to their server.  Months wasted for a simple password issue on their end.

Mr. Klein is well aware that every sales opportunity (approximately $8M worth of leads) disappeared in late November.  This is stated in my e-mail directly to Mr. Klein on November 30, 2011 (sent again on December 1 & December 4...none of which were replied to).

Mr. Klein is quite adept at issuing press releases and deflecting complaints with statements putting the blame back on the end user.  The bottom line is that we paid for one year service up front, received proper uninterrupted usage for two months out of five, the company refused a refund for the time the product did not work properly, and continues to attempt to deflect accountability.

SalesNexus offers a robust online CRM and Email Marketing solution for sales teams plus the highest level of customer support available in the industry, especially at the affordable price point we offer.

One unique feature of SalesNexus is the ability to migrate existing ACT! databases into our solution including historical information accumulated by the customer.

No other online CRM provider offers this ACT migration service.  There are two main reasons:

1) It is not easy and quite time consuming.
2) There are often data integrity issues with the existing customer database.

We offer an instant upload of ACT via our website but, this sometimes does not work due to these data integrity issues.  It also only works with more recent versions of ACT!  We also offer our 6 Point Quick Start which includes a more manual migration of the ACT! database.  We typically commit to a two week turn around for this service.  1 week is faster than normal and faster than any of our competitors can offer.

Our mobile sync solution works with Outlook just fine.  I use it daily with no problems.  We cannot guarantee this solution to work with all possible configurations on the user side.

However, our support team is very proactive in assisting customers with configuration of Outlook and Exchange to support our mobile sync service.  In this case, our technicians invested over 20 hours attempting to resolve the issue.

I am not aware of any issue related to loss of information.  We backup all client databases nightly so, anything added to SalesNexus is safe guarded against loss and we frequently restore information lost or deleted by the customer at no charge.

I personally make it a practice of communicating professionally and politely to all customers and train our staff to do the same.

10 years in business, an average customer lifetime that's twice the industry average and thousands of customers indicate that SalesNexus provides a solid service and professional support.