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Powerful software with a lot of potential
Updated March 07, 2023

Powerful software with a lot of potential

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Modules Used

  • SalesCloud

Overall Satisfaction with Salesforce.com

We are using Salesforce.com as a customer relationship management software. We moved our email marketing over to Salesforce, and are in the process of adding our event registration, customer support/frequently asked questions (we provided answers to basic home and gardening questions), and other services to Salesforce. We want everything in one place so that we have a holistic view of our audiences and one platform for employees, streamlining processes and being more efficient while also better serving our audiences.
  • Customer relationship management.
  • Data insights.
  • All services in one software.
  • It's complex, learning it isn't intuitive for our new users.
  • Onboarding is labor intense (e.g. dedicated personnel).
  • There are add-on softwares in order to get all the solutions we need.
  • We can bring all our services into one software (email marketing, registration, etc.)
  • It is more powerful than other CRM software we were using.
  • We have the ability to improve our marketing to audiences.

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

Yes

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

Yes

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

Yes

Did implementation of Salesforce Sales Cloud go as expected?

No

Would you buy Salesforce Sales Cloud again?

Yes

I think Salesforce is going to be a fantastic resource once we get fully onboarded and trained and are using all the features we want in our company. The problem is that onboarding is not intuitive and is very labor-intensive. After you make the agreement to purchase and settle on a price, they come back and recommend spending thousands more to have someone onboard for you. It's a hidden fee that isn't part of the original negotiations. In our case, we couldn't afford that right off the bat so the onboarding process is slower than expected, but we will eventually get there.
I've used the help feature and TrailBlazer community several times and always get instant support and answers, which is appreciated. There is also a lot of information available just by searching the previous conversations and the TrailHead modules and articles that have been written. Since it's used so widely, there is always someone that has already had the same question you do and can help.
We have well over 12,000 contacts that we were managing in several customer relationship managers and list serves. We are bringing them all into Salesforce to streamline our user experience across the department and also bring our event registration over to Salesforce rather than having it in separate softwares. We are using it in higher education communications and marketing.

Salesforce Sales Cloud Feature Ratings

8.5
Customer data management / contact management
9
Workflow management
8
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
8
Quote & order management
Not Rated
Interaction tracking
9
Channel / partner relationship management
9
Customer Service & Support ()
Not Rated
8.0
Lead management
8
Email marketing
8
9.0
Task management
9
Reporting
9
9.0
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
9
8.0
Custom fields
8
Custom objects
9
Scripting environment
Not Rated
API for custom integration
7
8.5
Role-based user permissions
9
Single sign-on capability
8
Not Rated
Social data
Not Rated
Social engagement
Not Rated
8.0
Marketing automation
8
Compensation management
Not Rated
9.0
Mobile access
9

Using Salesforce.com

10 - Communications, marketing, educational outreach, and program support. We are mostly using Salesforce.com for program marketing and communications with all of our participants. We are also building customer profiles so we can better serve our participants, and track their participation, and volunteer recognition through classes and their volunteer hours. One of the biggest benefits is figuring out how many of our programs that people interact with.
1 - We actually need more Salesforce support than we thought or imagined and are trying to work on this now. Originally, we did have extra support for a set period of time, but it wasn't long enough. The software is complex enough that it would be beneficial to have one person dedicated to Salesforce support. If our budget allowed, we would also have more than 10 people using it.
  • Customer management
  • Email marketing
  • Transcript recording
  • Volunteer tracking
  • The reporting system is really robust and I imagine we'll get a lot more use from it in the future
  • There is a landing page option that we are exploring within it too
  • We want to use the online payment option that it has
  • All the ways we are currently using it could be enhanced
  • We want to build out the transcript option for our program participants
  • We want to cross-promote programs using email marketing better
There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.