TrustRadius
https://media.trustradius.com/product-logos/l0/pv/LVR8JXQCFPV6.PNGManage your entire sales cycleWe use Salesforce for both prospecting and account management. The sales department utilizes Salesforce and is not used in other areas of the company. It allows us to efficiently track prospecting activity and schedule check ins with our current customers. It also organizes our database so salespeople don't call into the same accounts.,Salesforce is great at day to day organization through schedules tasks and events. It helps with efficiency as you have your required tasks laid out for you as soon as you log in. Customization in Salesforce is both a blessing and a curse. If you understand how to utilize custom fields to better organize your list views and reporting it is invaluable. Being able to mass email directly from the platform is great as it automatically logs the activity and streamlines the process,It is a very intimidating platform to new users. It's not at all intuitive or user friendly and definitely requires some training and help. No customer service. If you only pay for the basic license good luck figuring out problems as customer service just refers you to the community boards to search for it there.,8,Being able to efficiently manage your pipeline and prospects definitely helps increase conversions. I've worked off of Excel sheets in the past and the time you save when using a well organized Salesforce is invaluable.,QuotaFactory,Join.me, Data.com, LinkedIn Sales Navigator,6,1,Account Management Prospecting Tracking Pipeline and Sales Cycle,The biggest thing we have been able to do is find a lot of ways to utilize the reporting function to make sure our prospecting accounts are being touched,I would think upgrading to utilize the mass email feature would be huge. In the past I've utilized it and gotten a lot out of it.,10,No,Prior Experience with the Product,There isn't much I would change, I've had exposure to numerous CRMs over the years and despite Salesforce's shortcomings around support and the steep learning curve to figure out how to use it there isn't a better option.,Don't know,No,No,1,No,I cannot, and even if I paid for a tier that provided support the fact you are paying for it means you SHOULD be getting exceptional support every time.,Importing lists was quite easy from the start, as it imports from either .xls or .csv files. List views, once they are built out, are very easy to navigate and manage,Building reports and dashboards can be cumbersome if you aren't familiar with the system. Making list views can also be complicated for new users as even the smallest option in the process being off can result in nothing showing on the list view.,Yes, but I don't use it,8SalesForce is the best tool for keeping track of your leads and making $$$We use SalesForce across the entire sales department to keep track of our leads and store contact information. It solves the problem of duplicating accounts and having more than one rep call on the same company which is embarrassing. A rep is able to easily search the database to see if it is already logged and being called on.,Allows us to create follow ups so we remember to call on certain accounts. Allows us to see who is being called on already so that we do not double up. Allows us to capture much needed contact information. Allows us to log all of our activities and store notes for each.,I think that they should allow more features to be available without having to upgrade, for example privatizing leads. I think they should have an easier way to contact support for standard users such as live chat instead of submitting a case. I think that they should make it a little easier to merge the software with programs such as vertical response.,9,Being able to set reminders allows us to not let a potential customer fall through the crack. Follow up, follow up, follow up. Being able to look back on your notes allows you to better communicate with the customer and treat them as if you remember their needs well which in turn results in them trusting you to do business. Being able to export e-mail address of contacts allows us to integrate with our e-mail software and broadcast marketing messages which results in more business.,SalesOutlook CRM,Lead411, WordPress, Vertical Response,10,4,Logging contacts for key accounts in our company Being able to extract email addresses of prospects and accounts to broadcast important announcements or promotional material Keeping track of leads so as to prevent more than one rep calling on a similar account.,We use it put where the lead came from....website, social media, etc. so that we can further efforts in that direction We are able to insert the top three opportunities for an account which allows us to easily export where our efforts need to be. Allows us to keep a customer and product profile/description we can easily reference.,Can move to more of an electronic approach...quickly exporting email address and doing more email marketing. Using the chatter section to quickly communicate internally. Using it to assign specific contacts obtained internally to our external reps.,10,No,9,No,They were able to walk me through how to combine numerous contacts into one account that were already established. They really took the time to walk me through it and then called and waited on the phone until I did it with them. They then followed up later on to make sure I didn't have any other questions.Salesforce Customer/EvangelistWe utilize Salesforce across our global organization within our commercial (Sales, Marketing, and Customer Service), Supply Chain, Product Management, Agronomy and Credit teams. It is highly customized to match the specific sales process and forecasting needs of each commercial area. We utilize it to track customer issues as well as marketing events, offers and experiences. It is integrated with our backend ERP system and our front end product websites. It is an integral part to our commercial go to market strategy with our customers.,Excellent scalability (ability to customize and use standard features) Outstanding support both through the company and through the large user community Innovation- they never stop expanding functionality,They have some overlapping products that could allow for them to sunset older versions and relieve confusion They sometimes follow the B2C marketing side to willingly and B2B and other types of companies may not need the new features They are not inexpensive, but the breath of features should be taken advantage of for full ROI,9,It has improved our customer experience as we don not have direct revenue impact in a B2B environment. It has improved our visibility at a management level to sales status regarding achievement to plan.,,750,,Forecasting and customer facing and management level reporting Account Management and contact management with full rollup capability Digital Marketing (Email, Websites, Sales Tools, Campaign Management, Event Management, Product Management and Allocations) Supply Chain Management Customer Service Ticket Tracking and Workflow,We created several custom applications that are specific to tracking raw material usage that is very helpful in our business We created several sales tools that link front end applications to back end application (product websites and sales tools) We have workflow for tracking sales programs to ensure none can be oversold Branding with our customers is greatly enhanced with a common branding effort of all customer facing documents,Communities (customer facing portals that allow for collaboration) Additional Social usage and tracking with marketing cloud and Radian6 Mobile Apps via Salesforce1 branded as our company,Yes,9,No,Account Management Reporting Custom Development Opportunity Management,Advanced reporting,Yes,9,10Salesforce Sales Cloud: The Only Sunny Day Cloud You Need.Salesforce is currently used to track product transference from lead generation and combing(Leads),to initial POC with a physician or potential patient client(Activities), to requesting supplies(Products) that are then packaged and shipped to a physician for specimen collection and return(Opportunities w/ Stages), as well as Client Issue recording (Cases) and reporting metrics of various designs such as # calls per Service Rep, # Opps per week per Sales rep, etc. for management. We also use a map addon(InField Maps) to help the field sales team see problem areas, hot spots, cold spots, etc. as well as a few other addons such as roll-up helper and DemandTools for administrative maintenance.,Data Visibility Position flexibility (customized page views, access, etc.) Workflow (wf rules, validation rules, triggers, dependant picklists, etc.) Training resources,Reporting, only three ways of sorting, can't sort by multiple tiers, Emailing One contact to many accounts (currently a one-to-one relationship, so physicians that practice at multiple locations must be dealt with with custom development) Inventory management Mobile interaction (It's usually more efficient to use the mobile app to just navigate to the full site on a phone or tablet),9,Increased employee efficiency Increased accountability Increased visibility on ROI (Supplies sent out vs specimen tests billed) Better department interaction (sales with service with fulfillment with marketing with management with medical with laboratory with corporate),,60,1,Sales team needs to find leads in their areas and see what previous contact has been made Client needs to contact a member of the Sales or Service departments for supply requests Need to track Client interactions with both Sales and Service teams on a detailed basis,Mass email marketing, salesforce is terrible at this Using InField maps, Salesforce has been able to keep up with nearly constant territory shifting amongst the salesteam Using InField Maps and a snipping tool, Salesforce has allowed us to create on-demand service maps for clients,Inventory Management ROI calculation Use Communities to provide a HIPAA-compliant area where customers can access their patient' information,Implemented in-house,Online training Self-taught,10,Salesforce is not easy to learn without training. It's easy TO USE, but not learn if you're wanting to do development and customizations.,Yes,9,Yes,Record creation Pipeline monitoring Management visibility Data loading,Training and understanding are front-loaded Reporting: mostly front-loaded, but sometimes related objects can't be shown on the sam report Emailing/marketing campaigns,Yes,10,10Salesforce StrongWe utilize the Salesforce platform across our entire organization. Every department from Human Resources, Quality Assurance, and Accounting use the program on a daily basis to perform almost every aspect of their daily routine. Salesforce solves many problems including communication regarding customers, keeping track of projects for customers, and internal support requests. Any of our users can log in and know exactly what they need to do for the day, what their team is working on, and locate any other improtnat information they need regarding our customers. It is basically a one stop shop for information.,Custom programming - Salesforce is able to be customized which is a great asset. The ability to create custom objects, visualforce pages, and triggers is indispensable. Releases - Salesforce does a great job of communicating upcoming changes and offering training and documentation on the new features. IdeaExchange - They allow customers to submit enhancements ideas for the salesforce platform and allow voting by peers. They take these ideas into consideration for upcoming releases.,Field Limitations - Currently Salesforce only allows 25 roll-up summary fields which can be frustrating at times. I am not sure why there is a limitation on those. Dashboards - I would like to be able to customize dashboards more dynamically. Change colors, add more reports, resize as needed, etc. Customer Support - I loathe having to call or log a case with their support team. I always receive very dry service and rarely ever have my question answered.,10,Increase in customer support and service Increased employee efficiency Increase in our sales pipeline,,70,4,Sales Customer Tracking Task Management,We control access to our website through the application We create dynamic proposals and contracts through Salesforce for our customers,Implementing of Financial Force,Implemented in-house,4,No,N o I can't. I have never received exceptional support,9The Ultimate CRM PowerhouseCurrently Salesforce is being used as our sales tracking and reporting, and customer interaction tracking system. We use 2 Marketing platforms that feed leads into Salesforce, for sales representatives to follow up on. We also use a dialer system for our inside sales team, which is connected directly to Salesforce.,Highly customizable Intuitive administration tools Robust application catalogue Advanced process automation capability Robust reporting capabilities,Dashboards could certainly be improved, limited customization Reporting formulas are limited, and make exporting/excel manipulation necessary is some cases Development options require a dedicated developer, so if you want heavy customization you will need to hire more resources.,10,We have seen increases month over month in our closed won and pipeline business since implementing Salesforce. Salesforce is a very powerful tool that help sales professionals stay on top of their prospects and pipeline. Since implementation, we now have advanced reporting that gives us full scope view to the health of our business. We now have advanced campaign, financial, and pipeline reporting that did not exist prior to our implementation.,110,1,lead management sales process tracking sales reporting/dashboards Quota/commission tracking,Forecasting Quota setting API Integration capabilities App Exchange options,Invoicing Payment processing Case management for customer issues,No,9,YesSalesforce Implementation learningsReal-time Reports/Dashboards.,While the product provides core sales and service CRM capabilities, it does not have the breath of Siebel. Need to purchase Apps for additional functionality. The product works very well for opportunity forecast pipeline planning, but many other things require an add-on application. For example, an additional tool is need by reps to handle quoting. An add-on is also required to handle rep commissioning (Xactly is one obvious choice in this area).,Opportunity Pipeline: We have much better visibility into our opportunity pipeline which ultimately allows us to close more deals faster. Completed/Pending Activities: We have customized the system to trigger activities at various points during the sales cycle which helps us manage the process more efficiently. Competitive Data Find. We monitor competitor activity mainly through our call center and log this data in Salesforce.,10,10,700,5,We use Salesforce in a fairly standard way. The primary use is around sales opportunity forecasting. We have multiple franchise businesses that manage their own P&Ls and each of them uses Salesforce to managing opportunity forecasting. These forecasts then get rolled up at the corporate level. Individual sales managers can manage sales pipelines and have visibility into deal details like whether or not a product demo has been given, tracking follow-up calls, deal progress, etc. Marketing analysts are also managing which leads get entered in the system and a lead qualification process. We use Pardot for marketing automation, but have not yet integrated Pardot with Salesforce which means that we do not have a very clear picture of lead sourcing effectiveness. The product is also used to track the installed base.,,,Implemented in-house Professional services company,Self-taught,No. You need in-person training if you want to implement advanced functionality using the Force.com platform; integrating with other back-office applications, etc.,Business processes: We configured the product to conform to our internal business processes. For example, every account needs to be touched by a rep within a certain time window. If there is no activity after that time has elapsed, a flag is set that alerts the rep to contact the account. Similarly, flags are set at various points in the opportunity sales cycle to drive regular action after certain time periods elapse.,Yes,10,10,10,10,Oracle ERP,,We purchased a very large number of licenses and there was scope to negotiate around volume discounts.Dominant 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: Much more than a CRM for your company!We're using Salesforce.com as a CRM solution and also we've developed some applications over the Force.com platform. We've implemented Salesforce as a global solution for our main division and it currently serves our 4 main regions (North America, South America, Europe and Asia Pacific). We have also implemented different orgs for smaller divisions. Mainly we're using Salesforce.com as a CRM tool to track opportunities and provide a 360 view of the customer to our Sales Reps. We are also running some processes natively on the Force.com platform like sample requests and marketing share info. We have integrations with legacy systems, so we can concentrate customer information into a single platform.,Opportunity tracking: It makes the process very easy by leveraging all the standard features of Salesforce.com Collaboration with tools like Chatter and Content: Chatter really changed the way our users communicate and it's a new paradigm that is capable of replacing, reducing email usage. Easy to customize and implement any custom process: The Force.com platform makes very easy to create tables and entry forms to support any custom process not standard in Salesforce.com Analytics: The engine is very powerful and enables the users to create their own reports and dashboards.,Price management: The standard module is quite simple and does not allow to track rebates. Salesforce1: The mobile UI is getting better with each release, but it's not there yet in the sense there are things that you cannot do on it. Lightning components: When developing for the browser and using Visualforce, Salesforce.com automatically manage the look and feel of the screens. This is not yet the case when developing mobile applications under the Lightning platform. The styles and style sheets must manually specified for each element.,9,Standardization of processes across regions and divisions: Before Salesforce.com each region/division was running it's own process and it was hard to consolidate reports. After implementing Salesforce.com, we set a consolidated process and it was very easy to bring on additional sites. 360 view of the customer: With Salesforce.com it was very easy to integrate with our legacy systems, and consolidate all the information related to an account in one place. Analytics engine: The engine is very powerful, and empowers users to create their own reports and track their own things. Chatter: It opened new levels for internal communication and decrease usage and dependency on emails.,1400,4,Pipeline tracking Case management Sample requests,Market Share: Calculate the market share for our current accounts. Sample Requests: We created a custom process that manages requests from our Customers Customer Scorecard: We created an automated scorecards that calculates metrics based on information coming from legacy systems.,Customer service with CTI integration Partner portal Managing of rebate contracts,10,No,5,Yes,Usually when the request is simple, like enabling a feature, there's no delay and Salesforce.com addresses the issue really fast.,Find things: Salesforce has a global search box that makes it easy to find records and documents. Update information: You can access the system with a browser on any mobile device. It also has its own mobile application that simplifies the task. Run reports and dashboards: Its analytics engine is very powerful and it runs on all platforms as well.,Multiple updates: when updating multiple data at once (like prices), the UI seems not to be the best options, but usually its integration features (i.e. with Excel) help a lot on these user cases Some custom features we built (like the generation of a PDF), they need additional effort to make sure they run on the mobile platform, so they are not available (yet) on it.,Yes,10Salesforce.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,8Indispensable 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.Not ideal for contact management.Not really designed as a contact management system (which is my specific use case). We did some custom development work to make the platform manage our specific contact management workflow. Although there are better contact management systems out there, we needed everything to be integrated into a single system. Salesforce is used for a lot more than just contact management across the organization.,Some usability issues. Although usability is generally good, there are some weaknesses: not all objects talk to each other / impossible to report on certain things. Salesforce has abandoned core functionality development (delegated to app developers in the AppXchange) in favor of social CRM functionality which is of less interest to us. Biggest problem by far is de-duping of names in the database. The software is incapable of recognizing that a contact already exists in the database (if, for example, the email is different). Lots of manual de-duping required.,10,8,Deal flow: Managing opportunities to leads to funded entities Contact management: Tracking individuals as they move from one organization to another. Maintaining database of individuals with their history.,,Online training,8,Yes,,8,10,10Switched 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 Oracle
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John Cupoli profile photo
November 06, 2017

Manage your entire sales cycle

Score 8 out of 10
Vetted Review
Verified User
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Support

1
I understand you can pay more to get support but as I stated, I feel strongly that if you are paying for SAAS technology like Salesforce you should be afforded the courtesy of the company explaining how to use it's features. I like to refer to the basic license as the "Figure It Out Yourself" license.
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October 20, 2017

SalesForce is the best tool for keeping track of your leads and making $$$

Score 9 out of 10
Vetted Review
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Support

9
I think their support is excellent but it just takes a little time to hear back when you have to submit a case. I think we should be able to chat live without having to upgrade our account. Once they respond, their timely response is great but they follow up a lot.
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Todd Duclos profile photo
December 23, 2015

Salesforce Customer/Evangelist

Score 9 out of 10
Vetted Review
Verified User
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Support

9
They have excellent response, we also are subscribers of their premium services. Occasionally, they do pester you to close a case before you ar ready to but they do escalate and work the case well.
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April Barclay profile photo
August 19, 2015

Salesforce Strong

Score 10 out of 10
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Support

4
I prefer not to ever have to involve Salesforce support. I rarely get an answer and they call non-stop to my mobile phone and work phone. They ask questions that are clearly answered in the case description. It is as though they don't read it.
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Brent Booth profile photo
January 28, 2015

The Ultimate CRM Powerhouse

Score 10 out of 10
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Support

9
Since we do not pay for Premier Support, the agreed upon response times are still pretty good. It is a little ridiculous that you should need to pay tens of thousands of dollars for their best support options and training.
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Rob Gottschalk profile photo
January 15, 2013

Dominant CRM leader.

Score 9 out of 10
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Support

9
Customer services was friendly. For development objects and for business process adjustments, you are better served by a 3rd party Salesforce consulting partner.
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October 13, 2015

Salesforce.com: Much more than a CRM for your company!

Score 9 out of 10
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Support

5
It usually takes time to get escalated (a couple of days) and the first level of support is not good at all, most of their responses are from a script and sometimes they don't even know what they're saying. We're 3 experienced people supporting our instance, so when we go to support is because we really need it and it's something we cannot take care ourselves.
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March 13, 2015

Indispensable platform.

Score 10 out of 10
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Support

10
They are very prompt in reaching out to you when you file a case. Almost all the time, the person reaching out to you solves the issues. This shows how their support model is structured.
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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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Support

2
We are not on the enterprise edition and therefore limited to email support, which can take hours or even days to hear back. As a partner and development company, a lot of the questions our users have can be answered internally but most organizations don't have that luxury. Having a consultant readily available to answer quick questions would be extremely important for small-to-mid organizations.
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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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Support

7
Support process is slow and onerous.

Level 1 tickets mean that you are typically working with an offshore agent who can do little more than enter the ticket information. Getting the ticket escalated up to Level 3 when it goes to a knowledgeable person in the Bay are who can actually answer the question can take several weeks.

One quick fix for this would be to introduce live chat. Salesforce does not offer this currently. 90% of our support issues could be answered in seconds if we were talking to the right person.

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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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Support

5
• Support staff – 8: Helpful, knowledgeable, good at helping with “how-to” issues
• Providing solution to things that don’t work – 3: Since SFDC is a multi-tenant SaaS system, new feature prioritization / bug fixes tend to be very slow. Also, support will not provide any code to manage workarounds. For this reason, signed on for premium admin support, which is useful but costly.
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November 01, 2012

Great platform but email marketing lacking.

Score 10 out of 10
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Support

7
Depending on what time you call, there’s sometimes breakdown in information and service level. The other day we were trying to deploy a product and I was running into limitations. It was 10pm at night and when I called Salesforce I got someone in India and asked to have a limit increase in order to address our limitation. The answer was sure, we’ll get that taken care of by tomorrow. I explained that we needed to solve the issue now and he tried to do it but then relayed I’ve escalated the issue and someone will be in contact with you in next 30 minutes. No one called. As a mission critical platform, we expect consistent 24x7 service.
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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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Support

6
I would rate the non-premium support a 6 and the premium support a 9

With the non-premium support you eventually get the answer, but you have to make your way through the level one support guys and it can several days if you are a small client. You may have a problem that is critical to your business but not impacting a lot of others so the level of urgency at Salesforce is, understandably, low. Premium support solves most of that in that you get attention more quickly, the level of folks on problem seem better trained and legitimately concerned about getting it fixed. They aren’t perfect, but its good support.
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October 28, 2012

Fantastic product, but requires internal expertise.

Score 10 out of 10
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Support

7
Maybe it’s unfair, as we are pushing the boundaries of the platform. We get knowledgeable people but they are generalists. We need troubleshooting on more specific interactions etc. Generally we just figure out things ourselves.
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October 28, 2012

Good product but needs strong administrator.

Score 9 out of 10
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Support

5
They are not always as responsive as they could be. We have had some issues, where it was not great.

I personally have not interacted with support that frequently. I only hear about the escalations.
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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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Support

7
Premier support quality varies by person. We have been dedicated a person on premier support side – a direct person – sometimes better to go through them, but sometimes better to go through account exec depends on the person. We had a very ineffective support person at one time and they moved.

I have been blessed with incredible account executive. When you have a lesser account rep or not a premier account, I have seen cases, where you cannot escalate. You need know-how and knowledge as to how to navigate.

Also, Salesforce never let you talk to someone above the second tier. You always have to go through the liaison. I have never had a chance to speak to tier 3 or R&D.


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No photo available
October 24, 2012

Love the AppExchange.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

I rarely use support. Fortunately the product is self-service, the training great and things rarely go wrong, but when they do, it’s tough.

I’ve needed to access support once in four years, however we are not doing a lot of development on the platform.
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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