Salesforce Agentforce Sales vs. WORKetc

In the end, I think we can always make it fit — and that’s one of the powers of Salesforce. Because of its flexibility and wide range of possibilities, you can really make it work for almost any need. The key, though, is to make thoughtful decisions upfront and plan carefully how you set it up. If you do that, you’ll end up with a truly flexible and effective system.

Incentivized

If you are looking for a way to organize customer data and projects across regions, then WORK[etc] will get the job done. For our company, the country is divided into 3 regions and each region has a team of workers in charge of providing ongoing support services to that region. WORK[etc] has organized our company exponentially and given us a solid database to pull from to ensure we're meeting contractual requirements, providing timely deliverables and staying ahead of the game. Because I only work in a service industry, I don't know if WORK[etc] would be appropriate for product based companies, However, if you were offering anything [product or service] that required online support, the system will function well.

Incentivized

• It does a good job of routing our leads to customers, to our inside sales reps and teams.
• It does a good job of tracking all of the opportunities that we have, the contacts that we have with people related to the opportunities.
• Organizing and being able to do reports on what our sales are.

Incentivized

• Technical support with issues that arise for us - we have had a few glitches with the software as to how we want to use it and the WORK etc team have been on the ball with helping us and getting back to us with a resolution to the issue.
• Setup and configuration - we needed a CRM that was built for us and WORK etc was able to deliver for us.
• Super easy to work with and get to grips with.
• Our staff have had no problems with getting up to speed

• I’d say the only thing that can be a bit tricky — and I know Tableau helps address this — is that sometimes we’re limited in how deep we can go with the data in terms of reporting. It would be great to have a bit more robustness within the app itself. However, we’ve figured out our workarounds, and overall, I think it’s a fantastic product — which is why I’ve been working with it for 23 years.

Incentivized

• A little thing I'd like to see (haven't suggested it to WORK[etc] yet) is a bit more granularity in assigning new support tickets. It's very easy to assign one, or dozens. of new support tickets to a category and/or individual without having to open the tickets. I'd like to see that be a bit more granular, being able to assign a priority, deadline and/or client to each ticket without having to open the ticket. For all I know, that can be done now...as powerful as this program is, and as much as we customize it and use it daily, I believe we're only harnessing 2 or 3% of its capabilities.

Incentivized

There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.

Incentivized

It is a major task to change your CRM system and the effort gets more significant the larger your business becomes. Changing is therefore not a decision I would take lightly. The system is working well for us and any problems are relatively minor in context so overall it works well for us. Oh... and the Worketc team will always listen to suggestions on how to improve!

All in all, it's a great product that use all day, every day. It's aesthetically pleasing overall and specifically provides information in a clean, concise way. It's easy to manipulate and seems to play well with the other products I use such as Pardot, Gmelius, and our company's proprietary data system. It increases my efficieny in my admin tasks so I have more time to focus on revenue-generation and account management. It's also easy to use from everywhere where it be on a university campus, in a hotel room, one of a million Starbucks, or at home

Incentivized

My staff hates it, our clients require transparency and you manual have to enter notes, billing is horrific, as it does not subtotal by type - so as a T&M shop there is no way to easily see how much was spent to each matter or service type.

All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data

It never let me down. The support team never let me down.

Incentivized

For a SaaS provider, I'd rate their performance to be one of the best. At times, reporting tends to slow down if the data set is very large, which is the case in any system. But, that's a very rare phenomenon

It's just not as responsive as it was when we started out. I still love the product but I have to wait more than ever between screens and clicks. Not sure if its just that they need to upgrade their servers or what. I hope they do it soon though!! Hope this helps.

The overall support has been good. More and more features are being released quite frequently. Very small features are also making big difference in how the tool can be adapted and used better. If there is anything we need or are stuck, the support team sets up a call and helps in resolving the issue/provides workarounds.

WORKetc offers maybe the best support in the business. Product documentation and training resources are outstanding. Support tickets or inquiries are answered quickly. If you do need to address an issue in person, it is easy to schedule a 15 or 30 minute live call with their fantastic support staff who are fast, friendly and skilled

I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business

I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this

They know their stuff. They listen to your use cases. They get back to you.

Incentivized

Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.

The implementation of the system was fairly easy. Because of our previous experience with a similar system, we were ready and working on the product as soon as we announced the switch. The system also allowed us to simplify our processes by integrating timesheets and project management directly into our CMS.

Based on my experience, I’ve used Odoo — it’s an open-source ERP system. It’s not exactly the same as Salesforce or Sales Cloud, but it serves a similar purpose. And I feel that Sales Cloud is better. Personally, I find it easier to use and better than what Odoo offers, especially in terms of customization and achieving business objectives. That’s where Salesforce Sales Cloud really stands out in comparison to Odoo.

Incentivized

Solve360 was our previous tool. It worked fine to capture the information but not for our type of activity where we needed to have one client that may have multiple support issues, training plans, projects, and long term plans all moving at the same time. We tested Salesforce but the costs and integration weren't acceptable for us plus we would have to manage many more parts of the tool to add functionality.

It's very scalable as it has a ton of features (but you do need an admin who understands how to leverage these features). Because of the various features, we've also needed to host onboarding sessions with our users so that they can familiarize themselves with the platform, which isn't always super user-friendly or intuitive.

Incentivized

Everything is related. You can scale up your team rapidly.

Incentivized

• It helps us achieve our objectives, especially now with Agentforce — we can get more insights to help our sellers sell more. It’s really nice because it’s almost like you can use the standard part of Salesforce to train your agents and teach your sellers how to improve their sales. So that’s really nice.

Incentivized

• It has given us a way to create leads easily and follow-up with each of them appropriately. With the fact that you can set-up todo's for each lead that can remind you to follow-up on a specific date and time, it's helped increase our rate of making a successful sell.
• Thanks to the information that can be captured under each of our clients, we have better customer services since we are continually updated with all communication and news that we enter in the system.
• It has also helped with the overall organization of our communities and engagements. This makes us more efficient and keeps us ahead of the game for our various front facing services.