Major Flaws - Poor Sync - Missing Info – Cloze Relationship Management Review

My team of six have been using Cloze for over two years, and I am impressed with much of the functionality, however there are major flaws that unfortunately lead to data loss, confusion amongst team members, and difficulty assisting customers. These flaws require me to spend at least a few hours a week fielding questions/complaints from team members and troubleshooting. I imagine that the positive reviews are from those who have not been using Cloze for long enough to discover the flaws, or from those who do not work with customers as a team. Cloze may respond by asking me to email, however I have already discussed this with them at length. If anyone would like more information, there is a Cloze Facebook Group. FLAW #1: For every customer contact there is a team version, plus there is a separate local version for each user. One would think that all versions would be synced, but some changes do not carry over to local versions, leaving them with outdated data. Also, Cloze scrapes contact information from emails, but many times this contact information results in the creation of a new local contact instead of an update of the current contact. So over time every one of the many local versions for the same customer could end up with completely different phone numbers, email addresses, and other data. When users with incorrect or outdated data work on a contact, Cloze will sometimes pull that data back into the team version. This can cause one of three problems: 1) Team members call the wrong number or email the wrong email address. 2) Previously removed data is blocked, in which case Cloze creates a duplicate contact, and if users delete the duplicate contact, emails and other items previously linked to that contact can be delinked, some of which will be lost forever. 3) Different contacts with a common email address or phone number can be merged, and if this happens some important data is irrecoverable. Assigning and using action items help, but do not work consistently. You have to know to look for action items, they only sync one contact at a time, they require input, and they could actually be syncing incorrect and outdated data. Most troublesome is that nothing will make the removal of data sync. The only reasonable solution seems to be to access every user's account and manually input matching data. When you have multiple users, this is extremely tedious. Cloze has said that they are trying to allow for privacy and to prevent data from being deleted, however I would think that most would prefer that data is synced real-time automatically, and backups are a far better solution. FLAW #2: Cloze offers the ability to set up sharing, so that users can view each other's customer interactions (emails, calls, texts, etc). The majority of the time this sharing works well, however it sometimes does not. This could be due to the aforementioned flaw, or because the correct settings were not chosen (several settings on each contact must be correct to ensure a contact is shared), or because interactions do not always carry over from the "person" to the "company". When you come to rely on being able to view all interactions, and suddenly some are missing without your knowledge, it makes it difficult to effectively work as a team to assist customers. Cloze has agreed that these issues are problematic, and has even told me that fixes were slated, but years go by with no fixes. My hope is that this gets the attention of the decision-makers, and the flaws are fixed, because I know that Cloze could be a superb CRM that I would be happy to recommend to my hundreds of associates, and because after spending countless hours importing data, and using Cloze for two years, we are essentially stuck, since not all data can be bulk exported.
Review by ChrisHonestReview on Cloze Relationship Management.