Salesforce is Customizable and Useful but Has Flaws
February 20, 2024
Salesforce is Customizable and Useful but Has Flaws
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
We use it primarily for our insurance brokerage team to manage their pipeline for new business and renewal applications, to manage their emails/interactions with our clients, and to change the statuses of the applications. Additionally, we also use it as a data storage for additional documentation and compliance related items
- It is organized, the Kanban view is useful
- The interface can really be customized
- The communications system inside Salesforce is helpful and you can tag and notify your teammates
- Because the interface is so customizable, it can be difficult to know where to look for different settings
- The support team could be more responsive, depending on what type of package you purchase they can take long to respond
- It takes some time to ramp up use of the platform and lots of internal tutorials to our brokerage team as admins
- We are saving hours from our Brokerage team, who was originally using the CRM/email app Front, as things are much more organized through salesforce
- There has been some negative impact on our engineering team's capacity, who had to get quite involved with setting up Salesforce due to its complexity and ability to customize
- Our customer success team was able to bring down the SLA times slightly, about 15 minutes faster in terms of response times to customers
The primary use case is that the documents and requirements can be seen directly in the same interface that we communicate with and email customers with. Because they are all in one place, our brokerage and customer success team can speed up their response times, as well as see any previous threads that we had with this customer in question
Do you think Salesforce Service Cloud delivers good value for the price?
Yes
Are you happy with Salesforce Service Cloud's feature set?
Yes
Did Salesforce Service Cloud live up to sales and marketing promises?
Yes
Did implementation of Salesforce Service Cloud go as expected?
No
Would you buy Salesforce Service Cloud again?
Yes