# Track CRM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Track CRM the right CRM solution for you? Explore 47 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/181773/TRACK-CRM/reviews --- Track CRM 4.3 (47) [View alternatives](https://www.capterra.com/p/181773/TRACK-CRM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Track CRM Ease of use 4.1 Customer Service 4.2 ## Showing most helpful reviews Showing 1-25 of 47 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jordan D. Marketing Director Real Estate Used the software for: 2+ years ### "Gets the job done and saves us money" May 22, 2019 4.0 Pros The overall savings - so the price and ease of use Cons We would like to customize some tools and reporting that is not available to us. Review Source JE Jeana E. Vacation Rental Manager Hospitality Used the software for: 1-2 years ### "Great system! " May 10, 2019 5.0 The TRACK system has been great! My team was and is easily trained, as the program is extremely user friendly. The ease of communication with our guests is great, and when I have staff that work different schedules they are all able to work as a team and cover all of our leads. Being able to direct my OTA emails into the system for my team to be able to access and respond to all leads through the one program has been a huge time saver! Pros Reports - Easy to pull what I need Connectivity to my PMS system Cloud based so my Reservations Team can access from anywhere. Text messaging options Cons A few little quirks upon set up, just had to change the way we tracked some of our data. We have had a small issue with online bookings transferring over for tracking, and revenue numbers, but the support team was great to work with and is working on this. Alternatives considered [NAVIS Suite](https://www.capterra.com/p/183800/NAVIS-Marketing-Suite/) Reason for choosing Track CRM The fact that TRACK is cloud based, and that we can access the system from anywhere. Review Source PJ Paula J. Reservations Manager Mental Health Care Used the software for: 2+ years ### "Can be complicated" May 14, 2019 3.0 Pros It's internet based, so we can use from anywhere -huge plus. I find it "funny" that you are asking us to take a survey - yet our industry is not even on the pull down list. There is no vacation rentals, lodging, hotels - etc. I am going to mark mental health. Cons Getting around - getting answers when help is needed. You can't call for help, you have to send an email and eventually someone (besides the auto responder) will get back to you. It would be nice to be able to talk to a live person on the phone. Review Source CH Caleb H. Marketing Operations Manager Real Estate Used the software for: 1-2 years ### "Solid product and service" May 17, 2019 5.0 We've been pleased with the Track interface and Track's service. The solution does everything we need, is relatively easy for our agents to use, effectively tracks calls, is set up well for us to manage call volume. The support team is responsive, and I've found them to be open to development requests. Pros The price of Track is more in line with what we are willing to pay for a lead management system/call center/marketing tracking. A streamlined system that is simple for our agents to use but offers plenty of reports and tools. Have been pleased with the responsiveness of support and that development requests are considered. Cons A lot of turnover in account reps so far. We've had at least 3-4 different account representatives in the short 2 years we've been on the software. A little annoying to re-explain our goals and what we like about the product with each rep, etc. Also seems like with every rep. we found another item that wasn't set up correctly in the original implementation. I get that it may be a result of growing pains. Just recently found out that our domain wasn't verified for Track emails - I'm thankful for the catch, but can't believe we've gone so long without this setup. Overall happy with the solution though. Review Source JE Jim E. Chief Operating Officer Hospitality Used the software for: 2+ years ### "TRACK - Truly is "ON TRACK" with features & value!" April 11, 2019 5.0 The team is down-to-earth honest people and I can speak with a person that I have a relationship with. Not a call-center where I am just another ticket. There is noting impersonal about this Company. All great relationships are about "people" not "software". They got-it-going at Track. Pros Track as a Company continues to expand their development of software over the last 13 years and my relationshop has only grown since the beginning. We embrace and live in their Track-Pulse Call Center software and appreciate a deep integration with Springer Miller Systems our PMS. The depth & the flexibility of configuration allows you to be flexible on monitoring "what matters most to you" and I learn "best practices" from their teams' and other customers talent! Cons It is my nature to always want "more" than any software vendor gives. So I do hear, "not yet" from them, when asking about a feature or function. But I have that with EVERY vendor. I see improvements all-the-time though. Review Source RE Ruth E. Front Desk/Reservation Supervisor Hospitality Used the software for: 1-2 years ### "Track is a great way to help communicate with our guests!" April 12, 2019 4.0 Overall, our experience with Track has been very positive. We look forward to finding new ways to use the reporting features and CRM in the future. Pros Track has a very helpful reports menu. We use these reports for monitoring productivity, phone campaigns, queue abandonment, and call auditing. The end of month Executive Summary that is sent out is also very informative and gives us our progress on certain areas at a glance. This software is nicely laid out and fairly easy to navigate. We enjoy having the option to email the guest who we just spoke to on the phone with a followup info email or link to a brochure. If there is ever an issue with communication between Track and our PMS or if we have questions regarding the system the customer service team is very quick to respond. Cons It would be helpful if there was a notification feature on the Agent Dashboard that would alert agents to voicemail messages immediately. Currently, we have to check for voicemails manually ever so often to make sure they are answered, or pull up our email to see if any messages have come through. Review Source VR Verified Reviewer Guest Experience Manager Hospitality Used the software for: 2+ years ### "Best Value, Great Service" May 10, 2019 5.0 Pros Track is a great system at a very affordable price. It works well for tracking our leads and bookings, and the updates over the past few years have been very helpful. The support staff is always ready to help as well. Cons There are a few non-intuitive pieces of the interface, but they are easy to overcome once you get used to it. Review Source LS Lori S. COO/GM Leisure, Travel & Tourism Used the software for: 2+ years ### "Streamlined our sales and customer service processes" March 22, 2019 4.0 Track has been very responsive to our needs and its clear they value our relationship. With Track we have been able to improve our customer call experience through the call recording and auditing functions and we have implemented outbound call campaigns which in turn has increased our conversions and bottom line! Pros It's an all in one communication tool - Phones, emails and chat! Dashboard reporting Easy Lead Filtering Call Recording and Playback Campaign Tracking Easy to manage phone numbers Lots of reporting options Cons No major cons. Reporting terminology is a little difficult to follow but once you have the hang of it it doesn't matter Multiple steps to setting up an agent, but again, once you have the hang of it it's not a big deal Review Source MS Maria S. Maintenance Assistant Hospitality Used the software for: 2+ years ### "Great software!" May 22, 2019 5.0 Overall, I like how it keeps track of ALL the guests you've spoken to and keeps their information so you can contact them in the future. Pros I truly like how it keeps track of guests information, calls, and activity for past months. You're able to log in the homes you have and connect them to their individual links. Connects to our booking software to link reservations and see how much you've made per reservation. Also, you can link your properties so it'll send a link. Cons The only items I don't like can be changed through settings of course but it is what our company has set them to. Nothing personal. Review Source VR Verified Reviewer Director of Revenue Hospitality Used the software for: 1-2 years ### "Easy to use, useful information" May 14, 2019 4.0 Overall I think this product solves some issues we were having with keeping track of clients from beginning to end. Also helpful to coach agents with. Pros Easy to use, provides useful data to make smart business decisions. Used for quality assurance, to keep track of agent productivity and to track sales efforts. I like that you get a dedicated account specialist to go to for whatever you need. Cons Sometimes the reports are hard to figure out or don't match what you see for confirmed bookings. Billing processes need significant work, took over 4 months to receive back an over-payment made on our end. Review Source BA Becky A. Manager Hospitality Used the software for: 1-2 years ### "Great Product" May 10, 2019 5.0 Our reservation conversions have increased and we love how easy this product make it to track our communication with guests. Pros This product is great, it allows our agents to respond to inquiries quickly and efficiently and to track all conversations with ease. Would highly recommend! Cons It took a bit of work to learn the system and to train our team, but once we passed that hurdle it's been great. Review Source DD Dannie D. Vice President Hospitality Used the software for: 2+ years ### "Track for Hospitality" May 14, 2019 5.0 Pros Tracking different advertising campaigns. Reviewing calls for coaching purposes. Cons If our internet goes down, we cannot get any phone calls. Review Source MM Michele M. Customer Service Recreational Facilities and Services Used the software for: 1-2 years ### "Some good, some bad" May 14, 2019 4.0 It has been good for tracking leads, but can make answering phone calls in a speedy manner difficult. Pros Ability to track calls, follow-up on saved leads Cons Tedious at saving leads, hard to respond to emails, voicemail and SMS without logging out of availability for calls Review Source TK Terri K. Reservations Supervisor Hospitality Used the software for: 1-2 years ### "Who is our Track Rep" May 14, 2019 5.0 We have no idea who our current rep is as we have not been able to reach anyone since December. Pros I love the ease of use and reporting. Everything is very easy to understand and simple to pull. Cons The software is great and very easy to use. Review Source MM Megan M. Reservation Sales Supervisor Hospitality Used the software for: 6-12 months ### "Pros and Cons" May 10, 2019 4.0 Pros I love the ease of taking calls and putting all the info in. Cons I do not like how 1. hard it is to get rid of contacts or merge them 2. The reports - too many and too vague 3. Webchat should also ring continuously 4.You cant easily open closed leads Review Source ED Erica D. marketing coordinator Marketing and Advertising Used the software for: 2+ years ### "Review" May 10, 2019 4.0 Pros I have used the text feature. I think it is a great feature to have in our vacation rental industry to target a group of guest who now use texting for everything! Cons It was hard to understand and get set up. Review Source KR Kelsey R. Front Desk Team Leader Hospitality Used the software for: 1-2 years ### "User Friendly" May 14, 2019 4.0 We are able to follow up a lot more and hold people accountable for their interactions with our guests. Pros Easy to navigate and lots of features, such as canned responses for chats and the follow up features. Cons Unfortunately, the reservations system we use does not talk to Track and there's nothing we can really do about that, so that it one major downside. Also, the previous chat system we used we were able to screen share and see what page the guest was on throughout the entire time in chat, it was a super handy feature. Also, the fact that the screen does not scroll automatically as the chat is happening is a little frustrating for not only us as staff, but for the guest, sometimes they do not always see our responses. Review Source DM Danielle M. Reservation Agent Hospitality Used the software for: 2+ years ### "User friendly system" May 17, 2019 4.0 It's made tracking my phone calls and leads very easy. Keeps me on track (no pun intended) with efficiency and ease. I don't know how I would ever get through my work day with out it. Pros It was easy to learn. Pretty self explanatory. It helps me keep my phone calls and leads organized. Cons Some times there are small glitches with the timing of conversations or the wrap up times. For example a call will come through and pop up on the screen but the phone won't actually start ringing until the timer says 12 seconds busy. No serious cons to the software. Review Source KE Katy E. Revenue Manager Hospitality Used the software for: 2+ years ### "Useful in tracking leads" May 10, 2019 4.0 It's been a great experience. And the support team is very responsive! Pros Track CRM helps us keep track of leads that contact us and helps monitor our calls and emails. It's so helpful to know who spoke with who, what did they say, etc. And I love the follow-up options to remind team members to call guests back. I also like the ability to run customized reports and create campaign phone numbers for each call. Cons I don't like that you can't merge leads. Review Source MP Mandi P. Vacation Planner Hospitality Used the software for: 1-2 years ### "Track CRM" May 10, 2019 5.0 Overall we are pretty satisfied with Track. It has helped us improve communication and follow up with leads and guests. Pros They are constantly working to improve the functionality of the CRM software. It is already easy to use and they continuously work to make it better. The customer service is also outstanding. Cons Some functionality isn't as seamless as it could/should be. Leads are more difficult to merge than should be and it doesn't always integrate perfectly with our PMS. However, they take our feedback and work to resolve issues as quickly as possible. Review Source MT Marissa T. Director of Call Center Operations Individual & Family Services Used the software for: 1-2 years ### "Great Product " May 14, 2019 4.0 The overall experience has been very positive. The sales and support team are great and I have enjoyed working with them. The team has really taken to the system, to the point where they can't imagine how we got by without it before. Pros The ease of configuration and how customizable everything is. The system is super user friendly for agents and easy to learn. The real time visibility agents have into their performance helps create an atmosphere of friendly competition in the department. Cons Pulling reports could look more polished. The lack of ability to schedule reports. Review Source TK Tagen K. Reservation Sales Agent Hospitality Used the software for: 6-12 months ### "Great reports, time-consuming lead creation process." May 10, 2019 5.0 Pros The software helps me track my performance in the company. I can view my personal reports to see how many leads I have converted and how much revenue I have brought in to the company. This helps me easily keep track of and improve my sales performance. Cons When entering a booking, I can easily transfer all of the guest's information from IQware to Track with the click of a button. I cannot, however, do this with leads. I create a placeholder reservation in IQware to hold a room for the guest, but when making the lead in Track, I have to reenter all of the information. It's really time consuming when I could be making other sales. Review Source KM Kimberly M. Reservations Agent Hospitality Used the software for: 2+ years ### "User Friendly " May 14, 2019 4.0 It works smoothly with our other operational software. Track does not sound like a computer phone system it actually sounds to the caller as if they are dialing a business land line. Pros It is very simple to use and universal for people of different comprehension levels Cons It is slow to update and if over loaded there are many errors. Which slows down productivity. Review Source HS Heather S. Guest Services Manager Leisure, Travel & Tourism Used the software for: 2+ years ### "Great Product & Support Team" March 28, 2019 5.0 Pros It's easy to use and it helps us manage our leads, agent productivity, and guest information. We can create and track different campaigns and the reporting capability is extensive. Special requests are almost always accommodated. Cons None - any issues we run into are quickly responded to by the support team. Review Source EJ Erica J. Reservations & Group Reservations Manager Hospitality Used the software for: 2+ years ### "Very Efficient" May 10, 2019 5.0 Tracking Calls Able to use calls to coach agents better for Guest Service purposes Tracking handle times Pros Several things. The ability to listen to guest calls, which is especially helpful when we have guest complaints. The reminder features, especially pertaining to wrap up. Cons I don't have any problems with it for now. 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