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January 15, 2013

Dominant CRM leader.

Rob Gottschalk | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Our website. 2) NetSuite. 3) A custom SQL system.
We initially created a custom object for quoting in Salesforce then integrated the transactional (line) item detail with NetSuite. This is very challenging, as you are recreating items, pricing, discounting, etc. Plus, this requires the integration to transfer all of the transactional detail leading to more inherent risk of failure. We redesigned the integration to allow Sales Reps, on an opportunity in Salesforce, to click a button to launch the Sales Rep into NetSuite where they could enter the quote in NetSuite. Order Management could then process approved quotes to Orders and eventually Invoices. We transferred Quote Header (ID, amount, expiration date) information back into Salesforce so that Sales Manager could run Opportunity and Quote reports (ex. which opps have quotes that are expired). Best of all worlds.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Sage Saleslogix
  • BigMachines
  • Echosign
  • Netsuite
  • Boulderlogic
  • LMS
There's a considerable amount of effort that had gone into and still going into integrating some systems. But there are enough tools in the market to successfully facilitate that integration. As far as the depth of integration is concerned, the integration will address standard objects like Accounts, Contacts, Opportunities etc. and may be some custom objects in Salesforce. It's a massive project to integrate systems. But most of the challenges lies at the process level and not the technical feasibility.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Intaact. Tenrox. LinkedIn. iProfile.
Integrations are fairly standard and not too complex. For example, we can log into Intaact (our accounting system) directly from Salesforce and pull data back and forth. Account level billing data etc. data shows up automatically in Salesforce. Similarly for integration with Tenrox, our project management system.

However, these integrations are almost impossible to build without 3rd-party help. Typically, we always need a consultant from the vendor company to help with custom objects / workflows.

I turned on the integration to iProfile myself, because intergration was relatively simple.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • SQL Server
  • Fund Management S/W
  • LinkedIn
  • Exchange Server (currently underway)
SQL and Fund Manager integrations are critically important. Exchange integration will also be important (if it works correctly). Integrations work pretty well and were very easy to complete since they are native integrations.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
GreatPlains – on a 1-5 scale, the difficulty was a 3.5. We had a 3rd party firm called NexCorp do the integration. They also host Greatplains for us. Eloqua – I don’t really deal with the integration piece too much. The basic integration works. For extensive integration, you need to hire someone or Eloqua services. We hired a firm called Bulldog solutions previously. Right now we are hiring Eloqua professional services to do another piece. Crystal Reports - We used to use directly. It took just as long to pull a report. We use a 3rd party called DBamp which pulls all information from Salesforce.com to a SQL server data warehouse, and then use Crystal Reports for reporting, and RippleStone to schedule crystal reports to automatically run and cache. Cystal Reports. Reports get sent out by email and are viewable online. Avalara – very simple, you just install from Appexchange. We talked to them when we had issues.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
Marketo is native integration
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Google Apps and Google Sites
  • Amazon S3 - this is our primary storage
  • Box - we use this for individual sharing/ small clusters of teams.
  • ADP Payforce
We are strictly a Google Apps premier shop. Our intranet is built on Google sites. We have been Microsoft Exchange free for 4 years. That was the best thing we ever did. We integrated to Salesforce.com and use the Google Maps API for Salesforce.com data i.e. for mash-ups. We have really contextual Google Maps. We also have an internal tool that allows our CEO to do predictive analysis on where to place VPs. It’s like moving pieces around on chessboard. Google sites is also integrated to Salesforce.com. Visual Force pages act as front-end UI for things like general liability and workers comp. We use it for things like travel arrangements/requests. We are moving to ADP timesaver on demand. Managers use to edit time cards. ADP is our payroll provider and we use them for time and attendance tracking. We use Payforce as a back-end. It is better than what we have, but it is still the back-end. Payforce is a SMB product/payroll service from ADP. It tracks deductions etc, and ADP cuts the checks. Unfortunately they don’t provide API access to the data. Our workaround to is to get an extract file everyday and we use a script to populate Salesforce with the data. We can provide better reporting than ADP folks can through Salesforce. Our team is so mobile, that logging into a web interface can be prohibitive. We do email blast to operators with daily variance. Our company is extremely sensitive to blips in payroll.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Zuora – 2-way integration. The product catalog is defined in Zuora and pushed to Salesforce.com. - The creation of orders occurs in Salesforce.com using Zuora data (largely customized) . A whole lot of process flow is enforced, in terms of what fields get populated in an opportunity – that’s heavily customized. The order form generation itself is heavily customized using Conga. It took a developer to do this. The level of integration work required was undersold by Zuora. Zuora is also the point of integration to Netsuite. An order is initiated in Salesforce.com using product data from Zuora, the subscription pushed into Zuora which is master for subscriptions. It sends the information to our product to say light it up, and adds account to Netsuite. Zuora generates invoices, do all accounts receivable in Netsuite. Zuora sells out of box integration to NetSuite that uses Boomi – we don’t license Boomi. Zendesk – pushes data in Marketo - out of the box integration Datawarehouse – export from SFDC Box.net – out of the box integration
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • SAP ERP
  • SAP Data warehouse
  • Marketo (marketing automation)
SAP ERP – accounts (2-way), quotes (1-way). SAP Data warehouse - opportunities go to SAP business warehouse – used for lead to revenue analysis, pipeline trend analysis, split regional credit (e.g. between design + fulfillment partners), backlog. We used Biztalk for integration to SAP. I would rate the project a 7-8/10 on the difficulty scale – it was pretty hard. Marketo – leads from web flow into Marketo and then into Salesforce.com to determine territory, before leads dispersed to reps. Salesforce.com is a Marketo out of the box integration so it was relatively plug and play. The complexity was defining our rules and determining how we would send an update.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
Installed packages on appexchange are generally intuitive. Boomi (which we use to integrate to NetSuite) has been a struggle: - The core challenge is that one system used for one thing, and the other for another. - It is difficult for one system to claim dominance over the other. - An account in one system (i.e. NetSuite) not the same in other (Salesforce.com). - Our integration did avoid double entry, but led to complications due to these reasons
October 25, 2012

Love the AppExchange.

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Phone system - Shoretel
  • Chat - ATG from Oracle
Shoretel - we have attempted this but it’s not currently operational. The way it should work is that when phone rings, it opens a case, auto populates information (e.g. recognizes customer number), and gives a support rep the ability to call back out from the case. We abandoned the project as the integration didn’t work . Shoretel insisted that we use IE7 and nobody wanted to downgrade their browser. Shoretel is behind the times on software and that’s pretty critical. ATG - integrated using an iFrame. We will however be moving away from ATG and are looking at the webex chat tool since that’s the company standard now. It’s important as 25% of inbound cases come in from chat compared to 15% from phone.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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)
The AppExchange apps are all native and hence simple to integrate. We have very strong integration with Eloqua. The sales force only use Eloqua through Salesforce.com Everything ties back to Salesforce.com. The integration implementation was a little bit complicated, but our marketing director was a single point of contact and we had to do a little bit of customization on the Salesforce.com side. It maybe took a week or two to map everything and ensure alignment.

Salesforce Scorecard Summary

Feature Scorecard Summary

Sales Force Automation (9)
78%
7.8
Customer data management / contact management (173)
83%
8.3
Workflow management (165)
78%
7.8
Territory management (135)
77%
7.7
Opportunity management (170)
83%
8.3
Integration with email client (e.g., Outlook or Gmail) (157)
72%
7.2
Contract management (130)
77%
7.7
Quote & order management (124)
76%
7.6
Interaction tracking (145)
80%
8.0
Channel / partner relationship management (116)
78%
7.8
Customer Service & Support (3)
85%
8.5
Case management (57)
90%
9.0
Call center management (43)
84%
8.4
Help desk management (47)
83%
8.3
Marketing Automation (2)
78%
7.8
Lead management (158)
80%
8.0
Email marketing (132)
76%
7.6
CRM Project Management (3)
74%
7.4
Task management (147)
75%
7.5
Billing and invoicing management (37)
67%
6.7
Reporting (109)
81%
8.1
CRM Reporting & Analytics (3)
83%
8.3
Forecasting (147)
81%
8.1
Pipeline visualization (162)
83%
8.3
Customizable reports (168)
85%
8.5
Customization (4)
81%
8.1
Custom fields (161)
83%
8.3
Custom objects (153)
83%
8.3
Scripting environment (116)
78%
7.8
API for custom integration (133)
80%
8.0
Security (2)
86%
8.6
Single sign-on capability (133)
84%
8.4
Role-based user permissions (123)
87%
8.7
Social CRM (2)
76%
7.6
Social data (105)
75%
7.5
Social engagement (104)
76%
7.6
Integrations with 3rd-party Software (2)
75%
7.5
Marketing automation (139)
76%
7.6
Compensation management (89)
74%
7.4
Platform (1)
77%
7.7
Mobile access (147)
77%
7.7

What is 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

  • Supported: Customer data management / contact management
  • Supported: Workflow management
  • Supported: Territory management
  • Supported: Opportunity management
  • Supported: Integration with email client (e.g., Outlook or Gmail)
  • Supported: Contract management
  • Supported: Quote & order management
  • Supported: Interaction tracking
  • Supported: Channel / partner relationship management

Marketing Automation Features

  • Supported: Lead management
  • Supported: Email marketing

CRM Project Management Features

  • Supported: Task management
  • Supported: Reporting

CRM Reporting & Analytics Features

  • Supported: Forecasting
  • Supported: Pipeline visualization
  • Supported: Customizable reports

Customization Features

  • Supported: Custom fields
  • Supported: Custom objects
  • Supported: Scripting environment
  • Supported: API for custom integration

Security Features

  • Supported: Role-based user permissions
  • Supported: Single sign-on capability

Social CRM Features

  • Supported: Social data
  • Supported: Social engagement

Integrations with 3rd-party Software Features

  • Supported: Marketing automation
  • Supported: Compensation management

Platform Features

  • Supported: Mobile access

Salesforce Screenshots

Salesforce CRM - More than just a contacts database, Salesforce CRM is your centralized repository of customer information in the cloud.Salesforce Dashboards - Advanced reporting for Sales Executives, Sales Managers, or Service Managers allows you to keep a pulse on customer acquisition and satisfaction.Force.com Platform - More than a CRM or Service Application, Salesforce is a full cloud-based development environment supported by a rich ecosystem of integrated third-party application providers.

Salesforce Video

Salesforce Integrations

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Salesforce Pricing

Starting Price: $25

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Essentials$25.00Per User/Per Month
Professional$75.00Per User/Per Month
Enterprise$150.00Per User/Per Month
Unlimited$300.00Per user/Per month

Salesforce Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

How much does Salesforce cost?

Salesforce starts at $25.

What is Salesforce's best feature?

Reviewers rate Case management highest, with a score of 9.

Who uses Salesforce?

The most common users of Salesforce are from Mid-size Companies and the Computer Software industry.