Item: Outreach
Rating: 6
Author: Verified User

Overall Satisfaction with Outreach

Usability

The software is buggy, doesn't always sync with Salesforce the way you'd expect it to, and frequently has reliability issues. The Outreach extension is a requirement for full functionality of the software, but it seems poorly coded and caused our team issues with giving demos because it ate up a ton of CPU, making our product appear to load slowly. All this detracts from what is otherwise a well designed CX.

Use Cases and Deployment Scope

We use Outreach to ensure proper lead followup and consistent messaging.

Pros and Cons

Pros

Prescribed touch patterns
Templating
Follow up touch patterns

Cons

Buggy
Wrecks browser performance
Difficult to administer
Is lead based rather than account based and doesn't recognize the account object very well

Reports Used with Outreach

I don't generate reports in Outreach as we are a business intelligence software provider and use our own product for this.

Return on Investment

We've been able to get our AEs to do better prospecting
We've ensured all leads are treated correctly

Working with the Outreach CSM Team

Outreach requires you to pay an absurd amount to actually have the ability to speak to them on the phone. It feels like they are profiting from the poor reliability of their product. They should make their support should be free until their product is more reliable.

Alternatives Considered

I wasn't a part of the process to purchase Outreach so I haven't had a chance to compare it against competitors. I do know that it does a better job of logging to Salesforce than a number of others in the market based on what I've seen with our own customers.

Other Software Used

InsightSquared, Octiv (formerly TinderBox)

Likelihood to Recommend

Outreach is great for making sure a BDR team does consistent work, but you need to be careful to make sure that it doesn't become a second marketing automation system that turns your team into spam machines. Really conscientious use of the product with attention to detail is absolutely a requirement.

Comments

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Great idea that needs some stability work.