TrustRadius
The only system your SDR team will ever need
https://www.trustradius.com/sales-engagement-sepsOutreachUnspecified8.3361101
Kiyoshi Kidd profile photo
Updated August 21, 2018

The only system your SDR team will ever need

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Outreach

We use Outreach as the main platform for our Sales Development Reps. At least 90% of the company is exclusively in Outreach and the only ones that remain in Salesforce are those that are full cycle sales execs or there are client requirements.

It solves a lot of business issues, among them are the issues with reps wasting time sending emails, researching, planning out their day, losing prospects to the funnel due to poor follow up, email tracking, A/B testing etc. The list goes on and on.
  • Automating emails and using mail merge field to make custom emails
  • A/B Testing
  • Saving time by providing all the necessary data in one spot
  • Process Automation
  • Integration with Salesforce on the Account level could use some refinement
  • The Dialer is not the best but it isn't required.
If you have someone managing the backend and have proper training with Outreach, then it is an AMAZING platform. The CSMs are great for getting for getting you started and the online resources and training has greatly improved in the past few months. There is a bit of a learning curve but learning the platform is definitely worth the payoff in the end.
We use call and email reports, have smart views built for more detailed reporting (title, industry, etc). There are also heat maps for the best call and email times that comes in handy if you want to plan your day by the hour. The reports that we can create in Outreach meet our needs at the moment. The only suggestion I have for the user is to make sure that the data you want to report exists in Outreach. Sounds like common sense, I know, but you would be surprised at how often I come across an inquiry that requests information or reports that don't exist because the data is imaginary. Also, learn how to use Smart Views to save reports that matter.
  • Freed up time for Reps
  • Reviews with Clients go smoother with the reporting (easier and more reliable reports within the system)
  • Decreased tech spend by removing users from Salesforce that only needed Outreach
The customer success team has been second to none. I've personally worked with two, Nick and Colette and they have always been there if I had questions and they assisted with training, adoption, implementation, troubleshooting, letting me know what is coming next, etc. They have helped me take our adoption of Outreach as a company to another level and reduce our dependence on other technology.
It may sound like an odd comparison but for our business case, Outreach was all we needed. It was easier to use than Salesforce, they work with us on implementation and paid attention to our needs. Salesforce wasn't as necessary when the majority of our sales team serves the SDR role. We were using this huge CRM program and using just a tiny sliver and Outreach did that better.
Outreach is amazing for the SDR role in my experience and it needs an additional CRM at the moment if you work as an Account Exec handling the prospect to the close. It should not be used as a marketing automation alternative.

Using Outreach

50 - Our Sales Development Representatives live in Outreach. We have a few people in our company serving an AE role for some of our clients that also use Outreach but they mix it with Salesforce to complete the sales cycle. Internally, our business development team use Outreach. The CSMs use Outreach for client calls to share reporting and our Sales Managers also use it for coaching reps.
3 - In order to have a successful in-house support team, you need to have people who have worked in the system as end users to understand the process and workflow. To reach its fullest potential, I would recommend having at least one dedicated person to handle system administration and having folks monitor campaign results based on opens, clicks, and replies and have guidelines in place when introducing new content. You need to have people that have an impeccable attention to detail and like to discover new ways to creatively use the system.
  • Sales Development
  • Email automation
  • Prospect engagement and follow up
  • It became the primary system for the SDR function
  • Triggers and automation allowed us to reorganize our process
  • Open API has allowed us to integrate with a number of different systems
  • Fully automated Digital offerings
  • SDR consulting
Outreach has become the main platform for our SDRs. I haven't found a better alternative yet.

Outreach Support

I have yet to have a negative experience with support. They are friendly, act like human beings, are smart, well trained, know where to find the answers, and are overall the most pleasing support team I have ever had the pleasure of working with.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - We have a well trained internal team here that can handle most support issues that arise. The premium option is available but we don't feel we need the additional assistance.