What do you like best?
The integration with our Microsoft Dynamics CRM. We used to have Mad Mimi (which is extremely good for the cost and is a very good basic emailing tool), but DotMailer integration allows customers to update mailing preferences and updates automatically on bounce-backs.
It is also extremely helpful that the CRM marketing lists are updated from our 60 users of CRM, which in turn updates DotMailer email lists - I don't have to worry about updating the database.
The feature i have benefited from the most is the ability to analyze DotMailer stats in our CRM system which allows us to cross reference data.
The DotSurvey and Microsite features are pretty good too, allowing online interaction with our customers. We were originally using Survey Monkey which is a superior survey tool, but if you just need a basic survey tool, using DotSurvey means you don't have to keep importing up to date contact lists before each survey.
What do you dislike?
It's frustrating that integration isn't fully there yet. We use an on premise in the cloud CRM with ADFS to populate users, and this was a nightmare to then add DotMailer into the mix. Once past that, we found that our contact data could not sync both ways from the 2 systems - so we have users updating their own address details on forms through DotSurvey which doesn't update CRM.
Another area that needs significant work is the microsite capability - it's a really basic editor, which relies on html skills to avoid the page looking 'noddy'. It also has a few bugs in it working in the browser.
We also haven't been able to exploit the feature that shows who has visited the web from email even though we have all the tracking cookies in place on the web.
The contract pricing structure is also a little irritating - if you choose to increase your package of monthly sends, your 2 year contract starts again from that new date.
Recommendations to others considering the product
If you just need an email tool - Mad Mimi is significantly cheaper and free to set up plus their support is very good and there isn't much at all to go wrong. Price bracket is $30/mth for around 10k sends
DotMailer, for the same mailing numbers, sits at around £270/mth which includes a dedicated CRM license but you get stung for the one of installation cost which is hefty, and we are at the top level package - all this allows full CRM integration. What that offers is far superior in data analyse and management.
DotMailer like most software providers sell their package well - but beware, everything they demonstrate during the sales process is not all applicable to every variation of installation. The ideal platform is their web interface.
The support is also reliant on help sheets, videos and online help questions. And if like us, you are looking at the full integration - they have the bare bones of a support in this area (in the UK)
If you want more automation and your channels working harder to uncover sales leads, consider looking to invest more but avoid the license driven software options - they are extortionate.
What business problems are you solving with the product? What benefits have you realized?
We decided to move from Mad Mimi to DotMailer to speed up processes and remove a lot of manual work - importing data back and forth. It has absolutely served it's purpose and achieved that.
What it has also provided is the ability to re-mail non-openers, set up secondary emails based on actions of the first and my favourite - resend the original email again and again, but only sending to new contacts on the mailing list.
DotMailer has been in place for 2 years now, and we have realised that we need more integration again between the web and social channels and the ability to run the full campaign from beginning to end with better microsite facilities. We are currently considering both Eloqua and Target360 software - the jury is out.