Item: Salesforce Sales Cloud
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

It's being used to track customers, appointments, customer data, so the bankers enter the notes about opportunities, track the status of follow up. managers are using CRV tool to track leads outreach and make sure we are doing our daily and weekly calls or outreach. we can see our upcoming appointments on it. If we happen to see other banker's notes we could use @ sign to forward that lead to another banker.

Pros and Cons

Reporting is good.
It shows charts and opportunities stages of discover.
Has the ability to handle sales opportunities for large company.
It is customizable.

It is hard to talk to someone who has Salesforce.com experience.
It is not user friendly.
If you make a mistake dispositioning the lead it doesn't tell you how to fix it and just says error.

Return on Investment

Reporting was a good way for management to track and forecast leads and trends.
To see what's working what's not working.
Reporting helps with budgeting.

Alternatives Considered

SalesNexus

SalesNexus is good for smaller company, allows to connect with customers with text messages and emails, it's a lot less cumbersome and easier to use, if you make mistake, it will tell you where is the mistake and how to fix it. Easy to contact customer service. Less complex interface. And text message outreach is great, it allows to create templates and open rates are better.

Key Insights

Do you think Salesforce Sales Cloud delivers good value for the price?

Not sure

Are you happy with Salesforce Sales Cloud's feature set?

Yes

Did Salesforce Sales Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Sales Cloud go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce Sales Cloud again?

Other Software Used

Zoom, SurveyMonkey, Mailchimp, Dialpad UberConference, Calendly, ZoomInfo, LinkedIn Sales Navigator, Google Drive, Slack

Usability

It can't be really customized by bankers. I understand this is by design but I'd like something that I can make my own. I also really don't like that I can't call someone from Salesforce.com's customer service department to help me with issues. Something that is probably very simple has an error message that is a paragraph long, and I have to get in touch with someone from my company that is an expert in Salesforce.com which is a waste of time.

Support Rating

The support is probably very good but they support the company, not the end user. I understand that every company's Salesforce.com instance is quite unique and it is probably not possible to have a generic tech support, but this creates a backlog of issues for us bankers when we have to reach out to one of only a few team members who have expertise in Salesforce.com. I would much rather use a smaller CRM that is intuitive or has a customer support team that we can reach out to.

Likelihood to Recommend

It might be good for large organization with specific sales points. It's good for upper management to have consistency for all employees but the users can't customize it, but I guess it's by design to have bankers' rating and progress consistent across the board. It is so specific to our organization that I can't speak with general customer support - I have to find a banker who is an expert and try to figure out how to fix errors together. Always gotta brainstorm with peers to fix errors in dispositioning leads.

Salesforce.com is not so user friendly

Software Version

Modules Used

Overall Satisfaction with Salesforce.com