Start from how you sell. If leads come from Meta ads and close on WhatsApp and calls, choose a CRM with an official WhatsApp API inbox, automatic lead capture with the ad source, assignment rules, follow-up reminders and simple reports. Then check ease of use, mobile access, clear pricing including WhatsApp charges, and support in your time zone.
The right CRM for a small business in India is the one your team will actually use every day to reply to leads and follow up. Feature lists matter less than fit. Start by writing down where your leads come from, where conversations happen and what the owner needs to see each week. Then judge each CRM against that list, not against the longest feature table.
What to check
| Criterion | Questions to ask |
|---|---|
| Lead capture | Do leads from Meta ads, Click-to-WhatsApp ads, website forms and Google Sheets arrive automatically, with the campaign and ad attached? |
| Is there a shared inbox on the official WhatsApp Business API, so several people can use one number and chats stay on the lead? | |
| Speed and ownership | Can new leads be assigned automatically, and reassigned if nobody replies in time? |
| Follow-up | Are there reminders and automated sequences that stop when the lead replies? |
| Reports | Can the owner see response time, conversion by source and cost per customer without building spreadsheets? |
| Ease of use | Can a new salesperson learn it in a day? Does it work well on a phone? |
| Pricing | Is the price per user or per account? How are WhatsApp message charges billed? What is missing from the free plan? |
| Support | Can you reach a person on WhatsApp or phone during Indian working hours? |
Types of CRM to compare
- General-purpose sales CRMs. Broad tools with deep customisation and many integrations. Good when you sell by email and meetings or need complex processes. WhatsApp often comes through an add-on or a partner.
- WhatsApp marketing tools. Strong at broadcasts, templates and chatbots. Check how much sales tracking they offer: pipelines, assignment rules, follow-ups and revenue per ad.
- WhatsApp-first sales CRMs. Built around the shared WhatsApp inbox and lead pipeline, aimed at teams that get leads from ads and close on chat and calls. salestrack, our product, is one of these.
- Industry software. Clinic, school or property management systems sometimes include basic lead tracking. Fine for light use; check follow-up and ad reporting.
Our comparison pages set out the differences with specific tools.
Run a two-week trial properly
- Connect one real lead source and your WhatsApp number.
- Have two salespeople work every lead in the CRM, not on their phones.
- Check: did every lead get an owner and a reply within minutes? Can the owner see which campaign brought customers?
- Ask the salespeople. If they hate it, it will not be used.
How salestrack helps
salestrack CRM by Dentobees is a WhatsApp-first sales CRM made in Kerala for teams that get leads from Meta ads and WhatsApp. It brings leads from Meta ads, Click-to-WhatsApp ads, Google Sheets and website forms into one list, with a shared WhatsApp inbox, assignment rules, follow-ups and reports. WhatsApp messages are paid from a prepaid wallet, and the app shows the exact rate and the cost of each broadcast before you send. It starts free; see pricing. Support is on WhatsApp and email.
Related questions
Is there a free CRM for small businesses in India?
Yes. Several CRMs have free plans, usually with limits on users, features or integrations. Check what the free plan leaves out, especially WhatsApp, automation and reports, before you build your process on it.
Do I need a WhatsApp CRM or a normal CRM?
If most of your leads reply on WhatsApp, a CRM built around a WhatsApp Business API inbox saves your team from switching between apps and keeps chats on the lead. If you sell mainly by email and meetings, a general-purpose CRM may fit better.
How much does a CRM cost for a small business in India?
It varies widely by product, number of users and features. On top of the subscription, WhatsApp API tools pass on Meta's per-message charges, which depend on the message category and the recipient's country, so ask how those are billed.
How long does it take to set up a CRM?
A simple CRM for a small team can be running in a day: connect your lead sources, add your team, set pipeline stages and assignment rules. Importing old leads and training the team usually takes a week or two.
Can I move from Excel to a CRM without losing data?
Usually yes. Most CRMs import a CSV or Excel file with column matching. Clean duplicates and phone number formats first, so leads match correctly.
Sources
Checked on 1 November 2026. WhatsApp and Meta change their rules and prices often, so check the source before you rely on a detail.
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