TrustRadius
https://media.trustradius.com/product-logos/l0/pv/LVR8JXQCFPV6.PNGSalesforce.com = TheBomb.comIn my previous workplace we used Salesforce.com wall-to-wall. Marketing used it to push leads to sales, Sales used the system to manage their pipeline and forecast revenue for the company. Once the prospect became a customer, our service organization used it to manage customer support questions, foster growth with our customer community and maintain customer satisfaction through surveys. This gave us a 360 degree view of our customer. Our motto as a company was "if its not in Salesforce -- it didn't happen.",Customization to match your companies terminolgoy and culture. Visability into the key performance indicators to manage your company. Accountability for each team to set goals and see their real-time results toward these goals.,Permissions for users in the Professional Edition. Calendar function consistent integration with Outlook. The cost to attend Dreamforce.,10,Increased employee effiency through dashboards & reporting in real-time. Time management - we know where we are spending our time. Customer community has access to an entire portal!,,1,10,10Salesforce has a home run on its hands with support they extend to non profits with 10 free licenses....and a stable productThis is my 6th implementation and the first, where we are deploying the enterprise edition across the entire non-profit. Typically I have deployed in one or two departments. After 8 1/2 years the non-profit really needs a database.We need efficiency and integration with QB, constant contact, etc.We need to create cases and have a method to re-assign work to the right people to respond/handle. We want to reduce email. Chatter and groups with chatter will allow us to improve internal and external communication.,Its easy to add or deactivate users. For non profits it is free for the first 10 licenses. This is a $15,000 value of savings and is a great value for free. I prefer to put our resources into an implementation consultant vs paying for licenses. Chatter is each, fun and really helps get folks started touching the system. Reports are amazing with dashboards which can be sent automatically to folks.,We named our Salesforce instance. Created a logo, imported it in the system and at our login and are having fun. Avoid calling it Salesforce ...in a non profit the name salesforce is not easily accepted and misunderstood. Making the name align with your own culture is y(our) responsibility. I wish Salesforce would create way for corporate and non profits to help each other more.,10,+ In past efforts increased efficiency by employees and volunteers in the area of customer service has been amazing. + Better donor/member/volunteer/ tracking on contributions of time, talent and treasure. Better tracking of what interests donors. + Tracking of customer service concerns and our responses are tracked to each customer. Its easy to see how a college addressed and issue. A single place a look creates a calm in any storm and really helps the team to work together. - Language in the Salesforce Eco System can be a block to communication. + Huge that this is in the cloud. I have never lost data and have used this system since 2005. Its a trusted product.,BBNC,Telesoa Exceed Premere,9,16,,Creation of a donor-centered culture- being able to have shared intelligence with all staff, about what our contributors are interested in or what they like is invaluable. One system, one place to look. Improved customer service- with a queue so the right staff member is responding and the right tone is being sent. No more silos- working together is invaluable. Very important. Seeing what is being accomplished and what the challenges are is amazing. Chatter deployment can be very helpful. Standard Operating Procedure (SOP's) workflow Analytics with our visitors Knowing who are repeat visitors means we can have a deeper conversation. Perhaps a membership is a better fit. Or they might like some of the events coming up? Or to get our newsletter. Reports, dashboards can be very helpful when developed with the staff. Feedback. Surveys, Polls, so helpful to hear what people need and want. Salesforce can improve our ability to listen. Innovation- I like seeing what else staff are asking for and wanting. This helps with adoption and also transfers to "we". Can we do this...? Love it...,Standards Operating Procedures workflow was developed to help with storing SOP's and also confirming the workflow documented in the SOP is approved. Quality Team- our consultants idea...they have a chatter group and meet almost weekly and are the testers for him. Its fun to watch people get excited and learn together. My favorite is when they help each other. I can show you,,,,or they clarify with each other... We have a contest with our staff on what to name our platform. We are right next to the Dreamlifter operations. The name that won is Dreamsifter. Its very fun and way better than saying check Salesforce. Instead you hear, in Dreamsifter I posted a question about....,Quick Book integration Signing up schools and youth groups including payments for our Education programs Adopt a membership app of some sort We will learn together...,Vendor implemented Professional services company,Yes,Change management was a big part of the implementation and was well-handled,Sorry just in beginning phase...,8Dominant CRM leader.We used Salesforce's Sales Cloud, Marketing Cloud and Force.com platform. These are exceptionally well designed with inherent best practice capabilities. Here are some suggestions towards maximizing Salesforce - http://www.saascg.com/maximizing-salesforce/,I believe that Salesforce's inherent best practices are strong and the platform enables great flexibility, which can be a double-edged sword. Proper diligence must be given to your internal controls environment, especially around Quoting and linkage to your financial system. Data analytics and snap shots. Most people used a 3rd party tool for this, like Tableau Software or GoodData. Make it easier to track marketing campaign ROI. Campaign to lead is good. You must follow specific procedures during the Lead to Opportunity/Contact & Account conversion process to ensure campaign to opp/contact tie in. I believe the user interface of the online help could be better organized with a cleaner user interface. Data cleanliness (ie - duplicate leads and accounts/contacts). Most people use a 3rd party tool for this, like Cloudingo.,Tough to quantify ROI. I can tell you that Salesforce was essential for process management and visibility within our business model. We went live on Salesforce within 2 months. This included a full connection to our website, where people downloading our software would fill out a registration page, which created a lead within Salesforce. Goal was to give our sales reps efficient visibility into New Leads for prompt sales activity. It also enabled us to scale, organically AND via acquisitions.,9,9,120,3,Marketing campaign management, lead management and opportunity management in a high transaction volume, inside sales and channel environment.,,Implemented in-house Professional services company,9,Online training In-person training Self-taught,8,8,Yes. I know many Salesforce Administrators who are self-taught. These people normally have a finance and/or sales operations focus.,In some cases to reassign existing leads to different sales reps based on the lead's certain supplemental actions.,Yes,9,9,10,10,Our website. 2) NetSuite. 3) A custom SQL system.,In my current role as President of SaaS Consulting Group, my team has done many integrations, including Salesforce with Doubleclick (an Internet advertising solutions company). We are also in the early stages of a Salesforce to Zuora integration.,,Private. Salesforce has such a dominant market share, that it is difficult to negotiate special terms.Salesforce.com enables org-wide efficienciesSalesforce.com is used all across our organization, differently by each department. The sales & account management team uses it to manage leads, accounts, activities, and opportunities. The accounting department has an integration with FinancialForce to build invoices directly from accounts. Customer service uses cases to track customers' needs. Marketing has integrated Salesforce.com with Marketo and tracks campaigns on contacts and leads. Product development uses cases to track development of our own SaaS product.,Opportunity tracking for sales people. I'm not a salesperson, but I have seen the ease of use Salesforce provides for pipeline tracking. Other features like Forecasting make it easier with multiple levels of sales management to manage individual quotas, or a team's quota. Customization. As the Salesforce.com Administrator, I'm often asked to add new fields to make the system more applicable. As is our mantra, If it isn't in Salesforce, it doesn't exist. Ease of use. The global search capability is a beautiful thing to find a record with little information to go on. No HTML knowledge is required to build custom objects.,Contacts attached to multiple accounts. Right now, you can only attach a contact to one account. We have several duplicate contacts because they reside at the corporate level, as well as at an individual branch. Better WYSIWYG. I personally loathe the Salesforce WYSIWYG. It's very limited. Obviously, Salesforce is not an email automation tool. But email templates built in Salesforce are so obviously not a regular peer-to-peer email unless the Custom type is built - which requires straight up HTML code, and cannot be edited before sending. Outlook integration - It's a nice tool - except for the part where it eats up API calls constantly and there's little customization of how it's used.,9,Increased efficiency. Salesforce.com runs a lot faster than our previous CRM. Additionally, using some other tools (like DemandTools), we've been able to cut down on the duplicates created (although there's always room for improvement) Better customer service. Our customer service team has been able to offer faster customer service with the use of cases - and easily communicate solutions back to the customer. Increased Product Development. Using a case type to track IT requests has worked really well - what the IT department is working on is now more transparent across the organization as a whole. Customer service and sales can more easily share with clients where we are in developing new features. This has been pivotal for our success as a SaaS organization.,Sage SalesLogix,40,1,Opportunity tracking to know what revenue to expect each month Activity tracking - used by every department to improve transparency when you have multiple departments touching the same company Lead tracking - this provides transparency for other departments to see into marketing's efforts. It also lets marketing know if the sales department is following up on leads.,Tracking our own product development with the cases object. We have multiple case types so you can submit a case for another department. This is most heavily used by IT for their tracking, but it's also used to track Salesforce enhancements, like adding new users. Building a PTO Request object. While we don't use it now, it was very easy to set up a method of tracking PTO requests & approvals using a custom object.,The sky is the limit! I'm not sure now, but I can only envision it's going to get better.,10,Yes,Product Features Product Usability Product Reputation Prior Experience with the Product,I wasn't involved in this process, so I'm not sure I have any input here.,Vendor implemented Implemented in-house,Yes,Change management was a major issue with the implementation,8,No,8,No,Creating new records is very easy - depending on org settings. Permission sets and/or profiles for different user types are great for designating particular types of users with permissions that other users don't need Integrating with other tools. There are so many things to choose from on the Salesforce App exchange - there's just about an app for everything. The ease of installing these of course depends on the app, but I like that there are so many things to integrate to create a one-stop-shop for employees to manage their day.,Administration. It isn't particularly difficult, but it did require quite a bit of self-learning before I was ready to release Salesforce.com to my colleagues. Creating email templates. This is the bane of my existence. Ideally, you want the email template to look like someone popped open a new email in Outlook and typed it out, right? That's really hard to do with Salesforce while still letting the user edit the email before they send it. Probably one of my least favorite things. I have to check the API Usage report regularly to make sure we aren't going over our API calls. There's virtually no customization of this report and no way to build one. There are some administration reports (and a few other reports, like HTML EMail Status Report) that are not available to build from scratch, or generate on an organization-wide level.,Yes, but I don't use it,8Highly Satisfied with Salesforce.comWe are using Salesforce.com for implementing our sales process. It is the initial phase of the development and [we are] working on getting rid of the old Excel sheets and bringing up Salesforce as a tool which may be used across the board. Considering the features offered by SFDC, we are planning to expand our usage in the coming future.,Pricing Customer Satisfaction and Customer Support Ease of usability Value Addition to the Small to Big size companies,Flexibility of using reports and dashboard with better GUI and that should be within Salesforce. Need not or less to pay for those features rather than buying third party tools. More usage of Chatter Creating a dumping zone for older spreadsheets/ data in salesforce which should stay intact and can be referred when required.,10,Expected to increase turn around time with customer Faster background process for negotiations Better insights to the sales quota and team's work,9,9Indispensable platform.It makes Sales, Marketing & Services Automation so much easier. The ability to customize Salesforce according to our business needs and to get that done in a shorter time-span is the key difference.,I can't think of anything. It has its tentacles spread across almost all functions in an enterprise and proves to be a very efficient tool, if used properly. One area where they could invest more and extend the functionality would be to incorporate a completely native CPQ (Configure / Price / Quote), tool that can leverage the existing functionality of the platform.,10,No. of Opportunities converted in Salesforce Time to market Change Management - Release cycle time Effort spent on changes,,400,2,CRM for Sales & Marketing (New Business Development, Account Management, Email Marketing, Campaign Management, Channel Marketing etc.), Customer Support, Professional Services Management.,10,,Professional services company Don't know,5,Online training Self-taught,10,Depends on the individual taking the training. Self-taught worked for me and I'll recommend that approach to individuals who can benefit from that approach.,10,No,10,10,10,9,Sage Saleslogix BigMachines Echosign Netsuite Boulderlogic LMS,Yes,Not part of the negotiation in this company.Heavy reporting capabilities lacking.Ease of use for basic features Customizable Relatively simple self-service reporting Escalations Work flows,Heavy reporting or analysis Act as a true development tool Provide sub-second response times that might be required of a call center,9,Make no mistake, this software is not inexpensive. However the visibility and cross-organization communication it facilitates is more than worth the cost. In addition, bolt on software is available that can dramatically reduce implementation and integration times while adding needed features (i.e. order processing).,10,350,Provides clear view of accounts, prospects and sales activities Provides clear view of all client-reported issues Provides software to support change management processes across multiple internal groups,,Professional services company,,Online training Self-taught,7,Training was not required for most basic features.,Yes,7,8,9,9,Primarily other SaaS products. Many of which were on the Force.com platform.,Not many initially. We were able to get more favorable conditions as we grew.Great contact management for sales and marketing.Salesforce is best at Contact management for sales, marketing and customer support. These functions are pretty much out-of-the-box. It can be easily adapted (customized) to implement many different business processes and controls such as employee onboarding, project management and implementation, customer surveys, defect tracking, and billing, to name a few.,Out of the box email communication functionality is a weakness. Salesforce is not a mass email tool so notifying more than 250 customers in one batch or more than 1000 in a day is not done natively. Salesforce has said that they are improving their basic email service in future releases.,9,Through customization we are able to lower our time to resolution in the customer support environment and increase our sales opportunities in the sales environment.,750,7,Sales, Customer Support, Billing, Employee Onboarding, Knowledge Management, Contract Management, Customer Surveys, Campaign Marketing, and Project Management and Implementation.,10,,Implemented in-house Professional services company,10,In-person training,9,10,Yes,8,9,10,10,We integrate with many internal Sequel Server based applications and a data warehouse.,Oracle,No special terms.Best CRM On the Market But Only When Implementation and Training Handled With CareOpen source platform, so organizations can customize applications. Increases sales - as long as users adopt the system.,Salesforce does not support non-enterprise organizations well. That is where partner organizations can make a big difference. Users must adopt the system for all the promises Salesforce makes to come true. If implementation fails, the systems fails. Executives must give employees time to implement the system. Training is key to successful implementation and adoption. This requires help from a partner organization.,8,We are growing rapidly and have increased sales by 30% this year. We have increased our contacts and leads exponentially.,10,Sales opportunity visualization. Sales and marketing pipeline management. Contact management.,,Implemented in-house Professional services company,10,Online training In-person training Self-taught,8,5,No, in order to really see ROI, it's important to get training from an expert. If people don't know how to use the software, they won't use it and the whole initiative fails.,No,2Extremely configurable but too complex.Salesforce is very good at allowing businesses to model their front office business processes, particularly sales and customer service. It is an open system with an open API that makes system integrations easier. It is extremely configurable and customizable, with excellent built in reporting.,The main shortcoming of Salesforce.com is that it is fairly complex.,9,Huge efficiency gains in sales and in customer service.,200,5,Sales Service Software Development Product Management,10,No,Don't know,7,Online training In-person training Self-taught,9,The basics are easy to learn without training, but advanced concepts, such as the sharing rules, require training.,Yes,8,8,9,9,Eloqua Marketo Zendesk Our own product which is based on Force.com,NoUse a good consulting company to get the most from it.Salesforce is great at deal mgmt and forecasting, and as a repository for account information and contact management. Integration of support tickets into CRM view of Account is really useful (rather than having them in a separate system). Ability for Inside Sales to create email templates for one-off sends is also really useful.,We tried Chatter, but it never clicked here (or anywhere I've tried to use it). One problem is that the whole company is not on Salesforce, so it's not used across the company. Furthermore, it doesn't have standard chat features like gamification, rewards for chatting, chat search capability etc. The tool just seems to create a lot of distracting noise and was not adopted by Salesforce users. Salesforce can be a bit tough and expensive to customize. You need a sys admin with some stroke to make it sing. The ideal profile for this person is part programer, part business analyst, and part program manager. Without this, the system is always less than satisfactory. The whole argument that Salesforce is a SAAS offering, and therefore services and support are less important is just not trueI feel that Salesforce really needs a services arm. There are many customizations essential to making users of the system productive. For example, I have to create workflows and dashboards to show many of the things we want to know - especially around data maintenance and Business Intelligence. I have to build dashboards for users. - both sales people and execs struggling with what they need to have for it to be useful. The product is really a toolkit rather than a set of capabilities that are ready to go out of the box.,Sales CRM tracking allows us to forecast much better than we could without it. We hit support ticket SLAs. We also get some good business analytics (# customers, products sold, customers by industry, deal sizes etc.) out of the system.,8,8,100,2,We support three primary processes via Salesforce: sales CRM, support cases, and lightweight marketing/emailing for the sales team. CRM: Opportunity tracking; territory management; detailed information about accounts and deals. This is where sales people or Account Managers go for account information. On the support side its simply case management. Opening cases, escalating cases, appending support contracts, etc. The Service Cloud is not a great tool for handling support cases. Not a good support tool. They have tried to build workflows and everything from scratch but it doesn't really work that well. Marketing lite: Inside sales reps use Salesforce for Outlook. This provides them with automatic syncing between Outlook and Salesforce for email and appointment tracking. It provides basic email templates, but is clearly not a real marketing automation system like Eloqua or Marketo.,,,Implemented in-house,7,Self-taught,I'd recommend some training for selected heavy users/admins for sure, and then I'd recommend you create your own internal training once you get it customized.,Building custom dashboards mainly.,No,7,8,10,8,Intaact. Tenrox. LinkedIn. iProfile.,Treehouse,,Their standard license terms online have auto renewal and +7% annual increases built in, I'd negotiate that out.Switched from MS CRM to reap benefits of SaaS.Reliability / Uptime Saas, not installed Huge and active community AppExchange (but search is lousy) Platform very easy to develop on,Core product development is being ignored in favor of “social CRM” (chatter, etc). Increasing emphasis on enterprise functionality and not SMB (where they started) Primarily designed for sales management, not portfolio management. The workflow (account – contact etc.) is not ideal. Also would be better if there were some reverse lookup capability where if a contact is added under a new account name, the software could look up that contact to see if he already exists in system to prevent duplicates. If ”niche” user like us (venture capital form), community is a bit less helpful since the use cases are not standard No account management (client success) unless big client. Left hanging.,Much easier to manage deal flow Better contact management (after Exchange integration (using external connector to do this),10,8,System of record for contact and deal flow management Integrated directly with Exchange server to sync calendars etc.,,,Vendor implemented Implemented in-house,6,Online training In-person training,9,6,Yes,5,5,10,SQL Server Fund Management S/W LinkedIn Exchange Server (currently underway),Great platform but email marketing lacking.The whole idea of platform as a service as an idea is great. It’s all there, it makes it so simple. You can customize the heck out of it. The flexibility is incredible. All your data is in one location. You can deploy during business hours.,The stock look and usability is not there still. It’s a little cumbersome. We have customized the look and feel. We have developed our own quoting tool, and many other tools that we’ve built in Visual Force because of that reason. I would like it to do a better job of email marketing. They let you email from Salesforce.com but it’s a very limited amount – for us, just 400 emails per day. It would be nice if they bit the bullet and allowed you to send mass email. We use Eloqua for email/marketing automation, but we have sales people who want to just email out of Salesforce.com as they have access to the templates. We would pay extra for that service. Frankly, I don’t think we use the full functionality of Eloqua. I’d rather just have native email in Salesforce.com. For mid-sized to small companies, I don’t think they use the full range of marketing automation tools. We are really just using Eloqua for email campaigns. The reports are decent but don’t offer the full richness of what accompany actually needs. That’s why we are using Crystal Reports. You cannot really have formulas in Salesforce.com. You have group formulas, but they are not detailed on the row itself. There’s a need for a lot of manipulation of data outside of Salesforce.com.,IT labor cost savings. Virtually the whole company uses it. I don’t have to hire a SQL person, SVN (versioning), nobody to take care of email/db servers. We are saving two people’s salaries, which almost pays for it. Everything is in one place. Because you are able to customize to include support, implementation managers, tutoring for software, all information is in there, quickly go into one location.,10,10,250,3,Sales Cloud – sales force automation Service Cloud – customer service (support ticketing, response) Knowledge and Articles – a customer support knowledge management add-on that we pay an extra license fee for - not included with Service Cloud. As you’re working a case and people have done the exact same thing before, you can go into Knowledge and Articles location, to see how they have solved the issue before. Content – we are storing content inside Salesforce.com Project management - we are not using a packaged Professional Services Automation tool. We are mostly customizing Salesforce.com for project managers and the implementation team. The project management team also use Jira and some use Basecamp. We are thinking of using Do.com (from Salesforce.com) internally in IT.,,Implemented in-house Professional services company,,Self-taught,I just used help documents and learned my way. With premier support, we have the ability to get training and plan to do so for new members of our team. We go to Dreamforce and attend webinars for continuing education. We read release notes.,We have done a lot for a company of our size. We have done Visual Force customizations for pages/layout We have customized workflow/triggers extensively. We have done a lot in Apex.,Yes,7,9,8,Greatplans - accounting/general ledger Eloqua - marketing automation Crystal Reports - reporting Insight2 (appexchange app)– leads and contacts – overall picture of what activity has been happening – breaks it into nicer GUI LogMeIn Rescue (appexchange app) – “LogMeIn Rescue Integration Services offer you the ability to access your remote support session data through a set of standard web services.” CalendarAnything (appexchange app)- Create customizable calendars for any standard or custom object Boldchat (appexchange app) – Visitor monitoring and proactive chat service NTR support (appexchange app)– When s/o calls in to our call center, enables Salesforce.com to pull up their information based upon their phone number. DemandTools from CRM Fusion (appexchange app) – for data quality management. Avalara (appexchange app) - sales tax calculation,I do compare what I’m paying with others. It’s hard to haggle on the price as a mid-sized company.Great for opportunity tracking. Lack of trend analysis is a pain.Opportunity tracking Contact management Sales forecasting and lead tracking, reporting and analytics.,Trend reporting – push stuff to Excel for this. We are not using an analytics package. Salesforce.com does have some abilities now to capture trend data but it’s difficult to expose it and use through standard reporting templates. We pushed that data out into Excel. Ability to shape itself to your forecasting methodology is limited – inflexible – you need to adopt their approach. I am now used to it, but may be problematic for a new user.,Better forecasting Better key metric tracking (leads, opportunities) More accurate reporting in general Central repository for all things client oriented Remote access For those on legacy installed CRM apps - some considerations - the rate of innovation in SF is significant; sooner or later you have to pay the piper – your internal development costs will need to increase; the AppExchange marketplace is also valuable. Examples of valuable recent innovation include: they have significantly improved their dash boarding; the ability to join tables/ objects; they have allowed you to start capturing trending data and export to Excel. This was the primary reason we used Cloud9 at my last company – Cloud9 captures and visualizes.,10,10,60,1,Sales Support/customer service Connection points into Finance – finance only uses to feed their own accounting software.,,Implemented in-house Professional services company,8,Online training Self-taught,8,For the most part we were self taught and everybody knew enough that, in aggregate, we could get quite a bit done. When we brought in consultants to build out deeper functionality or to speed things up, we would have them build training for the sales team that we would jointly deliver.,Salesforce.com has tremendous capabilities and some of that is accessible and usable for simple tasks such as contact management. But to use it for a growing business and have it be at the heart of your reporting systems, you will need to configure the objects, create fields, automate workflows, customize forecasting, build security levels, and configure reporting etc.,No,6,8,10,9,Box.net - file storage. When you go into opportunity record, instead of storing the contract in Salesforce.com, we store it in Box. This is a central repository for documents so you don’t have multiple versions flying around. Marketo - marketing automation,Intacct - accounting system,,I didn’t handle final pricing.Fantastic product, but requires internal expertise.We’re able to build custom applications and immediately solve business problems without having to do the traditional client server model. If you know what you’re doing the ability to customize and solve problems is unparalleled. There is also so much functionality out of the box. They continue to drive to concept of citizen developer. You really need just a system administrator.,My only caveat is that it is not as user friendly as you would want it to be. You need an expert to develop on the Force.com platform. It requires a degree of specialization that most people don’t have.,10,10,600,4,We are extensively using Force.com for our internal business processes automation. We have done a lot of internal stuff to automate internal processes. We have also built applications that we intend to sell on top of Force.com but are transitioning more towards database.com and Heroku as Force.com is too expensive. We have started to use Chatter in the last 3 months. We are using Salesforce.com to support HR related processes. We don’t have an HRIS application so we have customized Salesforce.com to handle many HR related functions including: general liability claims; workers compensation; recruiting – we created a candidate object; risk management; and payroll change approvals. Most customizations were achieved through clicks not code configuration in the platform, but we have since done some Apex and VisualForce coding work. We are using VisualForce and triggers a lot more. We also use a lot of out of box stuff like workflow and approval. We have not looked for 3rd party HRIS apps, as the system as customized currently meets our needs. We also have a home grown time and attendance system – a desktop based system that is integrated via data loader. We recognized the need for online approval process for payroll changes so we did a hybrid approach using Salesforce.com. Longer term, I think we will want to take a look at an HRIS system since we are growing at 30%. Our HR department went rogue and found a system called Origami that is replacing some elements of our homegrown system IT wasn’t consulted on it. Our managers are mini HR people. We don’t have a centralized HR system. We empower our managers to do a lot of the HR staff – reporting for liability etc. It has worked out so far but it's not a model that’s sustainable. We are also using Salesforce.com for Business Performance Improvement. We are very mobile driven and we determined there was a need for our managers to evaluate team members in terms of how well they were cleaning hospitals. Using Salesforce.com Mobile, we developed an employee object called Performance Improvement. It’s accessed through iPod touch connected to WIFI and enables performance evaluations on all team members. We also recently farmed out a project to a company called Forcebrain.com. They built a product on native iOS for the iPad. It’s iPad data entry, with custom objects on the back-end and quite a bit of Apex. It’s used for a quarterly evaluation of our facilities that we’re cleaning. We are evaluating, how we interact with patients. It is a real time device, where a VP in the field, can do an evaluation. It has an offline mode and uses mobile SDK. We also have a self-service kiosk for our hourly team members. We use Visual Force pages for buttons. It’s a touch screen. We can do the whole on-boarding process with a goal to be completely paperless. PDFs are stored in Amazon S3. Applications get sent off to directors for approval, then if approved, the hourly person can fill out new hire paperwork. We have a signature capability that they can sign to authenticate document. The problem was most that most e-signature options like Docusign and Echosign require email addresses (many of our hourly workers don't have one), so we had to build something custom that’s .NET based sitting on Amazon. It’s pretty bad. We also built an application on Salesforce called IT tracker, to track IT assets in our system. We also use Salesforce.com for case management. The case object is not visible to one app license users, so we set-up a visual force page on intranet which acts as dependent pick list to enter cases. We use email to indicate that we’ve received your case. Other departments now want to do this. Records management/content management – we scan documents in. We use Salesforce.com to store meta data. The actual documents are stored on servers here, but we aim to transition storage to Amazon.,,Implemented in-house Professional services company,,Online training Self-taught,Most training is handled in-house. We throw staff in front of Salesforce.com generic videos currently, but intend to move all to cyberU. We are building out all training content.,We are using Salesforce for a number of core business processes and have developed multiple custom apps.,Yes,7,9,10,Google Apps and Google Sites Amazon S3 - this is our primary storage Box - we use this for individual sharing/ small clusters of teams. ADP PayforceGood product but needs strong administrator.Security is really good. Configuration management works fairly well I love the Appexchange. It is the first place to go shopping, especially if sales related. Configurability for profiles is good.,You really need someone qualified to administrate it. While it is extremely flexible, it is not straight forward. You are really likely to want to customize it and customization requires a different skill set and level of maturity. We need both system administrators who do clicks not code configuration changes, and full blown developers. We needed someone more than a click based administrator to make changes. I’ve had to hire several developers and a dedicated administrator. It is complex. You need to learn the model. It is very flexible and feature complete. There are certain features you can turn on that cannot turn off later if you goofed, e.g. territories. Forecasting module – out of box it is challenging. We are looking Appexchange applications right now. We are doing a pilot with Cloud9. Analytics is a weak spot of the product. It is difficult to use. We needed someone to write reports. You can get to basic proficiency quickly, but if you want to merge/blend data, across objects, it requires a different skill level. We also are using a data warehouse – MySQL data which interfaces to GoodData. We will end up with both. The reports we can build in SF we will to give users just one dashboard, and you don’t have a reconciliation issue. The other difficulty, is tracking things that happen in less than one day e.g. the time between lead and first activity. That sort of time tracking is hard in Salesforce.,We have great visibility to pipeline. We have the ability to manage accounts and opportunities. It’s at the heart of our operations. It is easy to integrate. You don’t have to spend on integrating to other vendors which means cost avoidance – many things available out of the box. It gives our CFO some measure of predictability of future revenue via past bookings and current pipeline.,10,9,175,3,Sales Marketing Customer support - although we use Zendesk for ticketing, we look up account history in Salesforce directly. Support initiate account changes e.g. new customer information. Finance,No,,Implemented in-house,,Online training In-person training,8,8,Primary customization was for integration to our own product – for lead flow and to get to work with Zuora (our billing system). It required true programming in both cases.,No,5,7,9,9,Zuora - billing system Zendesk - ticketing system Marketo - marketing automation Data warehouse Box - file storage InsideView (Appexchange package) data augmentation service. Popular among our users. Conga (Appexchange package) – mail merge tool. I am a big fan. It enables you to create a template in Word or Excel merged with data from opportunity and will create a filled out document. Totango (Appexchange package) – a quoting tool which replaced Drawloop for us. Xactly (Appexchange package) - sales compensation AppBuddy (Appexchange package) – it's like grid app. It's a good productivity saver.Provides great visibility into pipeline.Usability, customization, cost of ownership We try to keep our implementation as vanilla as possible – customizations are lower cost of ownership, and much faster Opportunity to revenue visibility gives us a much better handle on our design wins. Global search,Salesforce out of the box is fairly inflexible – e.g. its object structures Workflow out of the box is fairly limited e.g. we have quotes with multiple products, product lines – you cannot have simultaneous approval on workflow. It doesn’t search across line items. Reporting is fairly limited. We are not very mature in this regard. You can only join two objects.,Better visibility in pipeline – we know what design wins we have Ability to activate a lead/resolve a lead,10,9,900,2,Sales Cloud – track project from lead, design, opportunity, and all follow-on revenue opportunities. We can tie sample to revenue. We have 2 different types of quotes – direct and through distribution. When we get the revenue transactions out of SAP we can tie opportunity.,,,Professional services company,,Online training In-person training Self-taught,8,7,We provided our own end-user training.,We have tried to keep it as vanilla as possible. One major piece of customization is around commissions.,Yes,9,9,10,10,SAP ERP SAP Data warehouse Marketo (marketing automation)Lack of trend analysis is bane of my existence.It’s truly the platform for the business. We can comprehensively run almost everything we do. It’s all down to management adoption. As it gains more data, it becomes more useful. Opportunity tracking is great. Native reporting is very intuitive, very straightforward, and efficient. I Iove the dashboarding. Even with workarounds, it is really intuitive. The user interface and its ease of use for developers/administrators Help and training on their website is amazing.,The bane of my existence is the ability to snapshot and warehouse data for reporting and trend analysis, i.e. any type of reporting on deltas to where we were last year. Salesforce really needs to fix this. I have not seen something in production from Salesforce for data warehousing. You can do an analytical snap shot that allows you to run a report, but it is very manual and only allows 2,000 line items of data. This is incredibly limited and not very user friendly. You can use a tool like ForceAmp to do data extracts, then push the data into a warehouse to run analytics. We have created our own extract capability and licensed Tableau for visualization and analysis (e.g. joins). We tried out Cloud9 as a solution but it was poor at everything except warehousing data. If you change a field in Salesforce you want this added to your data warehouse, however, there was no API/interface to make fixes on your end and you had to reach out to the company (Cloud9). We had to give them a user license to run their snapshotting. We fired them a year ago. We had to buy a solution (Apptus) for quoting/proposals as native Salesforce.com functionality wasn’t great. Workflow and approval process was squirly and price modification was rudimentary. As you build more complexities, the system breaks down. The forecasting tool is great for some things but not great for others. It is not that flexible. Presently forecasting object does not have API access. Salesforce are currently overhauling it. If you have a custom developer, you can bypass issues with custom triggers e.g. totally separated stage and forecast categories. If people move departments, everything they do (e.g. their past sales) moves with them – e.g. when they move vertical. It is not role based. Historical reporting moves with them and you need to snap shot. The data doesn’t line up. You cannot do roll-ups across custom objects.,Access to data – I wouldn’t have any idea to report on the business without salesforce. Contrasting to non-SAAS CRM products, it is so easy to make changes that roll out to the whole user base. You don’t have to do a re-deploy. You can play with a sandbox with no downtime.,10,9,900,7,Within the sales function: Account planning Territory management Opportunity management Forecasting Reporting Compensation – at a rudimentary level Contact management for sales and marketing automation Hand-off from inside to outside sales team Developing market strategy/planning - run total available market analysis Content repository – ROIs and case studies. Contracts, quoting and proposals, pricing approvals and workflows.,,Implemented in-house Professional services company,7,In-person training,4,We have built visual force pages that allow you to group things beyond native capabilities. We have built custom triggers to overcome system limitations e.g. if you close an opportunity it can only do certain things – the custom trigger allows you to do 15 things, e.g. send emails, create account etc. We have built custom reporting features in the system. We needed an in-house developer when we reached 300 employees. Previously we were using outside help. If you can find someone who does systems administration and development early on that would be best. We had one, but they ended up leaving. They were a senior system developer.,Yes,7,9,10,10,Apttus - Pricing/quoting Docusign - electronic signatures - attempted, not fully implemented. Data.com/formerly Jigsaw, LinkedIn, InsideView, formerly Hoovers - data augmentation Eloqua, Marketo - Marketing Automation. We were using Eloqua but switched to Marketo. Mindjet deal navigator and People Maps - account/connection mapping Cloud9 - analytics - not longer using Clarizen and previously DreamFactor - project management/ professional services automation Oppdots - reporting Boomi - middleware to pass data to Netsuite,I was not involved in the negotiation.Love the AppExchange.The holistic view of the customer is huge. It gives an entire view of what’s going on with a customer from sales, Project Management, Account Management etc., which is very helpful for support. I can see the entire timeline, who has come and gone, what they bought, debooked etc. Other tools I have used in the past were silos and did not have this holistic data. The call center tool is now a strength. I love the Appexchange. I can find solutions like reply to case that make the tool so much stronger and avoids customization. That’s huge. I can usually find multiple options and try them out for free. Dashboards and automated report distribution - the ability to take what’s going on in these support cases and roll-up into a dashboard that updates on my chosen cadence, and emailed out automatically is huge. Every morning at 4.30am, I and my team get an email saying here’s how we are doing as a team. At noon, another report comes out automatically so say how each person id doing individually against their metrics. It saves our operations team a ton of time. Our parent company (we were just acquired) has a support operations team with 20 people. All they do is create reports about how you are doing. At least half of those resources could be saved. I love the customer portal. It is completely customizable. You can make it do whatever you want with frames, sections etc. It’s a platform really. I can keep customers on same page rather than having them wander around – I love that – I love the usability – customers can look at defects, cases, have power to close cases, they can look at ideas, and the learning learn center. There is context sensitive framing of learning/training content – e.g. if a customer has a specific product, they will see related training options.,IDEAS doesn’t have a strong enough integration to the rest of the product. It appears to have been created separately. It operates almost as a separate application. I can get to it in the same page as the tab but my fields don’t cross populate. I would like to know on my dashboard, who’s putting in ideas this week.,Scalability - it’s a single source place for data, ticketing and workflow. It takes me away from having single threaded conversation with customers. We have 25 people in support (of which 4 are managers) serving 1600 clients. Our parent company who is not using Salesforce.com has 100 people in support serving 2500 clients. The more we invest in it, the more human resources we can save. It allows us to spend time on more difficult problems and being client facing SAAS – meaning yuo can work from anywhere, which has been important at times e.g. when we’ve had power cuts Reports run themselves.,10,9,300,2,Sales Cloud for CRM for sales, marketing, and support Customer portal – rolled out last January to 100% of customers as the primary client facing interface for support. It allows self-service, ticket submission etc. Call Center – a back-end for support administration. Ideas – for customers to submit enhancement requests. It is actively used. Customers like it. Content – a place to do file storage e.g. PDFs, Powerpoints. It is a single source for support based communication. Chatter – for internal communication.,,Vendor implemented Implemented in-house,,Self-taught,I don't believe training is required.,We have customized the portal but not our overall instance. Additionally, when we brought in Appirio/Financial Force (for Professional Services Automation – time tracking etc.), there was a lot of work required to accommodate it. This required some Apex code. We have done no customization for support specifically. We have added simple things like pick lists which are click customizations/configurations, but no Apex code.,Yes,,7,9,,Phone system - Shoretel Chat - ATG from OracleAlmost perfect!While it is not perfect, it is so flexible. The sky is the limit, yet it is still fairly easy to use. If they don’t do it, it’s so easy to interact with APIs to get things done. Everything on the app exchange and in the community. There are so many reasons why it is the place to be. Innovation is consistent though not exactly what I want though. They are always 2-3 steps ahead e.g. their acquisition of social media solutions.,They roll out features that are almost there - doesn’t quite do what I want it to do e.g doesn’t work with a specific field or object. This has always been a frustration. It seems like their stuff is more for demo purposes than to help their current users.,Visibility across the customer. While that one view is never as good as it’s made out to be, it is much better than silo’d applications Mobile access is a benefit.,10,10,300,2,Sales & marketing: Forecasting, Pipeline management, Contact management, Sales process management, Lead qualification, Quotes and contracts, Management reporting. The following sales processes are not run in Salesforce.com - Forecasting is mostly done in Excel work. Forecasting means different things to different people. To us, it means the process by which a rep rolls up commitment to manager, the manager then reviews and rolls-up their commitment. We have looked at a couple of 3rd party forecasting modules and haven’t found “the one”. Are considering custom development. Customer service,,Implemented in-house,,Online training In-person training,8,8,Yes,6,8,10,9,Cloud9 - analytics/forecasting tool Echosign Marketo Boulder Logic (reference tracking system) Big Machines Lots of home grown/custom stuff,NetSuite - accounting system.Highly customizable is both a plus and minus.It is highly customizable and flexible to any business process. However, that can also be a downfall. Salesforce.com will reflect the maturity or lack of maturity in a business process. It forces a business to have a systematic, reliable, repeatable process in order to get the best metrics and use out of Salesforce. Getting the end to end process mapped out and systemized is the hardest part. Chatter/ collaboration is great. They are trying to be on the cutting edge of flattening out a file structure although not everyone is keen for it. It makes adopting hard. The AppExchange – the ability to quickly install and configure a 3rd party app. This does complicate life for our developer though. The developer community is a real benefit for Salesforce as they’ll never perfect all modules. It won’t allow you to make it fail. They protect their system. You cannot install something that will bring down the system.,Customization means that it’s hard to compare across companies. It makes M&A challenging as there's no standardization. It would be good to have exposure to customization via a visualization. They have started to do that but they only have a rough model right now. It would aid with getting a quick understanding of what's been done. Content management - content in Salesforce.com is impossible to manage. There are so many separate modules that try to manage content that don’t talk to each other. Chatter has own structure. Content has own structure. It’s a nightmare. While they are not in the content management space, the disparate options on content uploading/ attaching are problematic. It’s something they absolutely have to fix. I know it is on their roadmap. It causes the most frustration and churn. Search doesn’t reveal all content. Chatter Free edition is good, but exposes files in Chatter only and not across the board, creating duplication. With the new Chatter roadmap, they are going to incorporate a DropBox functionality though I believe it will complicate things further. We have mistakenly tried to use their content module as a CMS, when it wasn’t intended to be. Analytics/ trend-analysis. One of our teams uses Cloud9. The trending/analysis part built into Salesforce.com is extremely limited. We are heading towards using a data extracts onto a SQL server and Tableau.,Data flow from end to end in a customer life-cycle is a huge benefit. It is so highly dependent on having correct business processes in place to know if have right triggers in place. Your data, analytics, reports, forecasting is then right there in one system.,10,10,1000,Lead generation - we have tied Marketo into salesforce for lead qual, scoring, routing for the market development team. Events and campaign management in marketing. Sales lifecycle management and opportunity management Managing price books, quoting, proposals,and contract management to an extent. Our legal team don’t use it yet, preferring a more manual approach. We also have Apttus in place for contract management. Client (professional) services uses a combination of Salesforce.com and Clarizen. Client Success/account management is heavily managed in Salesforce.com. Activities include account maintenance, account planning, and driving up-sells and cross-sells. However, if a client is late in bill payment, the data doesn’t manifest itself in Salesforce.com. The data resides in NetSuite but our integration is lacking. We are looking at Zuora. We heavily use the customer portal. It’s how customers enter support cases and get routed into the organization. There is also some content stored in Salesforce.com,,Implemented in-house,,Online training In-person training,7,7,Yes,8,9,9,Marketo NetSuite Clarizen (professional services automation tool)The best CRM availableIt is the best CRM system available It is the easiest platform to drive adoption amongst your user base There are no gaping holes compared to other options,Whenever you need to do integrations and customizations or go hard core on reporting your investment level jumps up significantly. You can however do 80%+ with configuration vs. customization. Over years, Salesforce.com has expanded from sales into areas like marketing and support and those areas are less mature.,Hard to quantify. Biggest savings are in headcount that would otherwise do administrative work. I would have to have hired one or more analysts full time We are lean in management overall as a company because we leverage our tools effectively.,10,10,70,0.33,CRM – marketing automation Sales force automation Content/document management Commissions Customers support - customers can log tickets on website through Salesforce.com Project management cost tracking,,Vendor implemented Implemented in-house Professional services company,,Online training In-person training Self-taught,,,No,8,8,10,OpenAir - professional services automation tool from NetSuite EloquaGreat at organizing sales process.Salesforce is great at organizing sales process, tracking and reporting. It helps us to understand the health of our business, and the direction of our focus. We can keep track of all our customers, prospects, and partners, in relation to their company as well as their employees. We can track our sales transactions, and build compensation plans off the data presented.,Salesforce does not handle trending well. The only option to track data and how it changes over time is through Analytics Snapshots, which is a grossly under invested piece of the application. It is too clunky to use, and doesn’t hold up well over time as the organization changes and evolves its data structure. Salesforce is a great snapshot tool in terms of reporting, so we regularly export snapshot data and store in Excel for trending analysis.,Salesforce.com is our database of record, and the business would have great difficulty operating without it. It contributes to faster conversion, more efficient time management for employees, higher deal sizes correlated through greater focus on what is at stake, and greater insights as to what is working and what is not.,10,10,30,2,Sales force automation Lead tracking,,Implemented in-house,8,Self-taught,Many years of experience is how I was trained, collaborating with other users at companies to teach me most of what I know. Lots of testing and trial by error, and lots of digging into the community resources.,Every business is different, and Salesforce’s ability to customize is one of its biggest selling points,No,5,9,Wufoo - landing page tool Mailchimp - email marketing,Think long term, as you likely won’t be leaving Salesforce.com once you start. Get a deal based on how you think your company will grow into the application. Salesforce has been acquiring companies frequently, and sometimes they will try and upsell you on their new vendor partners. Be sure and do your research with these before agreeing to anything. Lots of these (Data.com, Radian 6) have competitors that are as good and worth looking at as well, and integrate just as easily.Relatively easy to use and train, but support is poor.I am able to pull data much better than other tools I’ve used before. Easy to use and easy to train users on. You can get up and running quickly – this is particularly important. Ability to customize,We have faced some challenges with historical reports, where filters are turned off. You can filter on what a value changed to, i.e. prospect to MQL, but it is very difficult to pull the data. You have to export to Excel and de-dupe. It does give a real time view. Forecasting in Salesforce.com was another downfall for us. You cannot parse out the data the way you want it to be broken out. We ended up using an AppExchange app called Sales Clarity (http://sales-clarity.com) for executive management. Our SVP sales uses it for forecasting. It has strong integration appearing as just another tab in Salesforce.com. It feels like a piece of Salesforce.com and takes a couple of minutes to load. It has to pull all the data in from Salesforce.com. You have to plan everything out. We had to rebuild some custom objects as they were limiting our views. The basic support line is not very helpful. They are not very good at understanding problems. They refer you back to knowledge base, but generally that's where I started. Turn around times are generally not very good – 3-4 days after you place call.,The forecasting is crucial to us. Our board asks about it on a regular basis and having a central database is crucial. Beyond that, being able to share documents and knowledge, and to have everyone have access to agreements etc. Having our sales people be able to transition deals if they change territories and to easily manipulate the data has been really critical. We have been through two rounds of funding and some of the data that investors request, we simply couldn’t get to otherwise.,10,8,60,1,Sales Customer support Customer success,,Implemented in-house Professional services company,,Self-taught,In a past company, I was a Salesforce.com trainer. I did train the trainer classes back then for a customized instance. Coming on board to this company,I’ve mostly learned as I go.,We have built out entire sales process in Salesforce.com defining workflow from lead to closed opportunity. We have automated status changes and automatic field populations. We have used a lot of drop down dependent pick lists. We have a few custom objects and plan to add more and more. We have done some Apex coding for triggers – used a 3rd party for that. We have not done Visual Force customizations. We do not have an in-house resource that can code in Apex or Visual Force.,No,4,9,9,8,Eloqua (marketing automation) Hoovers (AppExchange data augmentation service) Box (AppExchange online file storage tool) SalesClarity (AppExchange sales forecasting for B2B sales managers) CountryComplete (AppExchange free tool to auto-complete, validate, standardize and correct your country fields) Cloudingo from Symphonic Source (AppExchange de-duping tool) Customer Stories (AppExchange app - to quickly find success stories, competitive wins, and sales references) Adobe Echosign (AppExchange e-signature tool) Xactly (AppExchange app for sales commissions/performance management - just now deploying) CampaignerCRM formerly known as Landslide CRM (sales process tool)Deep functionality across sales process.Salesforce is very good at sales processes, forecasting, and customer service. It has deep functionality across the entire sales process. It is flexible enough to model any sales process from lead to forecasting to sales execution (although we supplement it with Marketo for marketing lead generation activities). This is really the Salesforce sweet spot.,Workflow and approval process supporting the sales process are less robust. It is quite easy to build approval process in the system, but the required flexibility is not there. For example, during the approval process, there is a hard limit imposing a maximum of fifteen steps. Many of our approval process require more steps than that and we need a bit more flexibility. Another example is approvals: if we set up five approvers, either all five or one can be required to approve. There is no flexibility to change that rule.,We do not measure direct ROI,10,9,260,2,Sales, Marketing, Customer Service, Order Management, HelpDesk,Vendor implemented Implemented in-house,7,In-person training Self-taught,7,Yes, this isn't a bad way to go after you've become familiar with the basics,Yes,3,9,8,3,Zuora, Finance, Marketo, Jira, Remedyforce, Rally,,We are pretty standard in our contract.
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Rob Gottschalk profile photo
January 15, 2013

Dominant CRM leader.

Score 9 out of 10
Vetted Review
Verified User
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Implementation

9
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly.
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March 18, 2015

Salesforce.com enables org-wide efficiencies

Score 9 out of 10
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Implementation

8
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.
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March 13, 2015

Indispensable platform.

Score 10 out of 10
Vetted Review
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Implementation

5
I can speak about the experiences I had with the previous company. The company and the professional services firm rushed into implementation, and as a result there were tons and tons of duplicates in the system. Data migration was a mess. We had to refrain from using some of the core functionality of Salesforce until we got the data cleaned up. Without clean data, any system is useless.
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March 10, 2015

Great contact management for sales and marketing.

Score 9 out of 10
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Implementation

10
Check your Consultants out before they start an implementation project. Be sure they have actually done at least several successful implementations in the areas you are asking them to implement. Check references for their strengths and weaknesses. Clearly define the scope of the project and hold regular weekly meetings to make sure both sides are adhering to that scope.
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September 26, 2013

Best CRM On the Market But Only When Implementation and Training Handled With Care

Score 8 out of 10
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Implementation

10
Make sure you have the system requirements well defined. Make sure executives understand the importance of this to the success of Salesforce or any CRM. If you don't understand the requirements, you won't make the best decision for your needs. That can cost you a lot of money and wasted time.
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March 13, 2013

Use a good consulting company to get the most from it.

Score 8 out of 10
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Implementation

7
I implemented the system myself. Frankly, I would have liked more help. I expressed dissatisfaction with the process and with the fact that I was not getting any real help from Salesforce, and eventually they assigned me a quality consultant who was excellent at advising on best-practices / features that we might not have considered using etc.

However, I was only assigned this resource because I complained loudly enough. It's not a standard part of their offering.
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November 13, 2012

Switched from MS CRM to reap benefits of SaaS.

Score 8 out of 10
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Implementation

6
One of the consultants screwed up the field names and there are still field name inconsistencies throughout the system. Premium support contract actually covered this and would have been a much better option.
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October 28, 2012

Great for opportunity tracking. Lack of trend analysis is a pain.

Score 10 out of 10
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Implementation

8
We tried implementing ourselvesand my satisfaction with that was a “4”. That increased to an 8 when we got outside help. You should plan on having continuing need for Salesforce administrative help as, even after initial implementation, what you need and want from the product will grow, expand and change with the business

Spend some time at the beginning of the implementation to really understand what you want to report on after its implemented. Spend significant time understanding your work flows within departments and between departments. Resist the temptation, and sometimes the pressure, from upper management, to build a system that captures every bit of information imaginable. Remember that much of that data will be input by high paid sales people and it takes a lot of time. So only plan on capturing data that 1) is truly important to the business rather than a curiously 2) that is reportable and actionable and 3) someone in the organization is on the hook for looking at the reports and taking action. In other words, focus on capturing and reporting on KPIs for the functional heads. Technical implementation is one thing but adoption is critical so have a good plan there. It’s important for each user to understand why time spent inputting data helps THEM as well as the “business”. Lastly, for most businesses its important to start capturing data earlier than you think is required as eventually you are going to want to look at trend data that you simply won’t have if you don’t capture it.

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October 28, 2012

Fantastic product, but requires internal expertise.

Score 10 out of 10
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Implementation

If I were to do it again, I would hire an outside team to analyze my business needs and determine the right path – otherwise you end up doing it piece meal. I have not found someone I really trust yet. There are lots of shops that are good at Salesforce, but most are not good at integrating with mobile devices.
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October 28, 2012

Good product but needs strong administrator.

Score 9 out of 10
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Implementation

If you do need customization, finding good Salesforce developers is extremely difficult - both people to come work for you and professional services firms. You can find firms, but finding good ones is hard.

Try and stay as vanilla as you can, configure before you code.

Get at least one person in your organization well trained on administration using Salesforce training.

Treat configuration like code. Always test in sandbox. Practice good change control i.e. what configuration changes were made at what time, and limit who can make configuration changes.


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October 26, 2012

Provides great visibility into pipeline.

Score 9 out of 10
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Implementation

It was a mixed experience (with Blue Wolf). In the initial phase of project, the project manager and Business Analysts they brought in were not up to snuff. We had a lot of churn on their team initially.

We also worked with a firm called Catapult on integration. I would rate them an 8/10.
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October 25, 2012

Lack of trend analysis is bane of my existence.

Score 9 out of 10
Vetted Review
Verified User
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Implementation

7
Avoid the leads object if you can as:
- Conversion to account contact exclusively is a pain
- Cannot group leads very easily if data entry errors
- Difficult to run reporting.
- Becomes a messy object – no robust transitions.

Start with your process first, then translate into your system, find ways to capture data, and run reporting to see if you have made an impact.
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October 24, 2012

Love the AppExchange.

Score 9 out of 10
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Implementation

It took a little longer than planned, but I blame us.

Get the portal no matter what. Don’t get the free stuff – it’s a dissatisfier.

Let them (Salesforce.com) do the implementation. I am not that impressed with the partners.
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October 24, 2012

Almost perfect!

Score 10 out of 10
Vetted Review
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Implementation

You really need internally trained people. A new implementation needs business analysts, consultants and a lot of involvement from the business owners. There’s so much that you can use, you need someone to hold you back too and think about how smart it is to do it. This should be the role that a business analyst or consultant plays. This was a problem for us with our services implementation. We just built stuff and didn’t think hard enough about what was required.

For a new, smaller company, you need a Salesforce.com expert but they can be a really good administrator in the business function versus a business analyst in IT. It is probably smart to have a business analyst if you can afford that role.
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October 24, 2012

Highly customizable is both a plus and minus.

Score 10 out of 10
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Implementation

It is important to ensure that your business processes are well defined.

You also need to define who owns the data who owns certain objects – this is so critical. Data quality in Salesforce.com is so hard. Identifying the owners i.e. person or department is important. It is hard as data ownership transfers during the life of customer. If everybody owns the data, then nobody owns it. Accounts and contacts is a key area. I have seen people using Gamification for managing data (e.g, Bunchball, Hoopla).
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October 24, 2012

The best CRM available

Score 10 out of 10
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Implementation

No idea - before my time at this company.

I do recommend you go broad on the number of users as will help drive adoption.
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October 24, 2012

Great at organizing sales process.

Score 10 out of 10
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Implementation

8
There’s some things you just have to learn as you go along

Plan your organizational use before you start building, and minimum requirements as well. The admin should pre-load in an account set, and the less you can put on individual reps to populate the database, the better.
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October 15, 2012

Relatively easy to use and train, but support is poor.

Score 8 out of 10
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Implementation

Building in incentives to have people use Salesforce.com it very important to help with adoption. New hires follow veterans so it is important that veterans use the system. We have to sell value the value of the system to the sales team i.e. why it matters to them. It is important to attack that right away. I have seen a little bit of what vendors like Bunchball are doing to gamify the adoption of Salesforce.com and I would like to try out one of those programs.

We are running a lot of internal training.

It is also important to have a single point of contact or a small team of experts that people can go to. I get little Salesforce.com questions all the time, but answering them helps people move forward. This is especially important for smaller companies.
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Feature Scorecard Summary

Customer data management / contact management (116)
8.9
Workflow management (110)
8.2
Territory management (90)
8.3
Opportunity management (115)
8.7
Integration with email client (e.g., Outlook or Gmail) (108)
8.1
Contract management (88)
7.8
Quote & order management (83)
8.0
Interaction tracking (99)
8.9
Channel / partner relationship management (78)
8.2
Case management (57)
9.0
Call center management (43)
8.4
Help desk management (47)
8.3
Lead management (105)
8.3
Email marketing (87)
7.5
Task management (101)
8.5
Billing and invoicing management (37)
6.7
Reporting (59)
8.5
Forecasting (100)
8.1
Pipeline visualization (110)
8.8
Customizable reports (113)
8.7
Custom fields (110)
8.3
Custom objects (106)
8.4
Scripting environment (78)
7.9
API for custom integration (91)
8.1
Single sign-on capability (87)
8.6
Role-based user permissions (69)
8.9
Social data (73)
7.5
Social engagement (72)
7.4
Marketing automation (95)
8.5
Compensation management (62)
7.9
Mobile access (101)
7.5

About Salesforce

Salesforce is a web-based CRM application that enables users to forecast revenues and track leads.  It is a leading sales, service, and marketing app. Salesforce.com's Sales (CRM), Service, Platform and Marketing applications are designed to help companies connect with customers, partners, and employees in entirely new ways. According to the vendor, on average, reps using Salesforce see: a +29% increase in sales from greater visibility, +34% increase in sales productivity, and +42% increase in forecast accuracy.

Salesforce Features

Sales Force Automation Features
Has featureCustomer data management / contact management
Has featureWorkflow management
Has featureTerritory management
Has featureOpportunity management
Has featureIntegration with email client (e.g., Outlook or Gmail)
Has featureContract management
Has featureQuote & order management
Has featureInteraction tracking
Has featureChannel / partner relationship management
Customer Service & Support Features
Does not have featureCase management
Does not have featureCall center management
Does not have featureHelp desk management
Marketing Automation Features
Has featureLead management
Has featureEmail marketing
CRM Project Management Features
Has featureTask management
Does not have featureBilling and invoicing management
Has featureReporting
CRM Reporting & Analytics Features
Has featureForecasting
Has featurePipeline visualization
Has featureCustomizable reports
Customization Features
Has featureCustom fields
Has featureCustom objects
Has featureScripting environment
Has featureAPI for custom integration
Security Features
Has featureRole-based user permissions
Has featureSingle sign-on capability
Social CRM Features
Has featureSocial data
Has featureSocial engagement
Integrations with 3rd-party Software Features
Has featureMarketing automation
Has featureCompensation management
Platform Features
Has featureMobile access

Salesforce Screenshots

Salesforce Integrations

123FormBuilder (formerly 123ContactForm), Act-On Software, Agiloft Flexible Service Desk Suite, Ambassador, Artesian, Autopilot, Buddy Media, PROS Smart CPQ, Connect First Contact Center Solution, Demandbase, OneSpan Sign (formerly eSignLive), Ektron Web Content Management System (Discontinued), Oracle Eloqua, CX Social, eTrigue DemandCenter, SalesGenius, Genoo, HubSpot, InsightSquared Sales Analytics, LeadLife, LoopFuse, Mavenlink, Adobe Campaign, Net-Results, Oktopost, Pardot, Aprimo, Unbounce, Woopra, Yesware, Zuora, ActiveDEMAND, Lead Liaison Lead Management Automation, Planyo Online Booking System, HG Focus, Aventri (formerly etouches), Makesbridge, Phonedeck, Mautic Marketing Automation, Zoho Creator, Celoxis, HRMSSoft, FieldService360, ReportMiner, Centerprise Data Integrator, LeadBase, ServiceTrade, CallidusCloud CPQ, CallidusCloud CLM, CallidusCloud Sales Enablement, Interactions Digital Roots (formerly ENGAGE), DataCurrent, Acquia Platform, Right On Interactive, SnapEngage, Boingnet, Sage Intacct, Allocadia, Projector PSA, Oracle Responsys, Wrike, MindTouch, Fathom Connect, Fathom Analytics, Fathom Q, Fathom Customer Care, Paperless Proposal, AWeber, QuoteWerks, Mycroft Assistant, SmartSearch Document Management, Help.com, SendinBlue, Quick Base, Lead Only

Salesforce Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

Salesforce Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No