Outreach is the Sales Enablement Tool that Your Sales Team Needed Yesterday
Updated June 17, 2025

Outreach is the Sales Enablement Tool that Your Sales Team Needed Yesterday

Morgan Duff | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Outreach

We purchased Outreach to bridge the gap created by the retirement of Outlook for Salesforce, and we were also sold on its capabilities to automate and manage multi-step, multi-touchpoint outbound prospecting campaigns for our sales staff. Salesforce integration, Microsoft Outlook integration, and the general usability of the product were the primary selling points that convinced us to purchase; our enterprise-grade marketing automation platform was not an appropriate tool to address these business needs, and Outreach adds a sales enablement capability that we were previously lacking.

Pros

  • Integrates well with Salesforce
  • Provides a customized end-user experience
  • Offers comprehensive and free learning tools
  • Provides competent customer support

Cons

  • Outreach should allow admins to add or remove mailboxes for users
  • Outreach should alert admins when user mailbox syncs are broken
  • Outreach should add a capability to integrate Sequences with Salesforce Campaigns
  • Integration with Salesforce
  • Sequencing
  • Calendar syncing and public calendar URLs for users
  • It has generated opportunities with customers that we may not have engaged previously
  • It allows us to track the efficacy of different prospecting strategies
  • It provides end-users with automation capabilities they would not have otherwise
Outreach is a highly scalable platform suitable for orgs of all sizes due to its flexible automation, CRM integrations, and enterprise-grade architecture. It supports smaller teams like mine with easy-to-configure sequences, built-in analytics, role-based access controls, custom field mapping, audit logs, and bi-directional integrations with our Salesforce instance. It also integrates nicely with other sales tech tools in our tech stack, like ZoomInfo and LinkedIn Sales Navigator. However, our Salesforce sync can be fragile when dealing with custom fields or objects, and requires dedicated admin oversight. The platform’s native reporting is useful but lacks the depth needed for advanced analytics, which has pushed us to use external BI tools.
We've demoed Outreach's AI offerings, however, due to some security concerns from clients it does not make sense for us to utilize them at this time.
Overall, I find Outreach.io to be a powerful platform with a fairly intuitive and clean UI, especially for basic tasks like sending emails, logging calls, and following sequences. From an end-user perspective, it's relatively easy to get started. However, as an admin, I spend a lot of time guiding users toward the right behaviors and maintaining the system. There's quite a bit of hand-holding required to ensure teams are using Outreach effectively and consistently, and the platform lacks built-in guardrails or nudges to help enforce best practices at scale. Some of this could be addressed with more robust training, but I also feel that we haven't fully tapped into the platform’s more advanced capabilities yet—largely because doing so would require even more oversight and effort. Outreach has strong potential, but its usability drops off as workflows become more complex and admin involvement becomes more critical.
We found that Outreach was superior to Salesloft and Gong, and a better fit for our organization for the following reasons: User interface and overall experience: it's just a cleaner platform and easier to work in than the other two. Feature set: the other two tools had more bells and whistles, but sometimes less is more, and the core functionality of Outreach is preferable. Integration with Salesforce, Price, Customer support, and training options are superior on Outreach.

Do you think Outreach delivers good value for the price?

Yes

Are you happy with Outreach's feature set?

Yes

Did Outreach live up to sales and marketing promises?

Yes

Did implementation of Outreach go as expected?

Yes

Would you buy Outreach again?

Yes

Outreach is well suited to provide sales staff with easy access to functional automation and tracking of their business development cycles. When successfully and fully adopted by end users and integrated fully with a CRM, Outreach can provide actionable insights about your sales cycle, pipeline development, and the efficacy of sales-led business development campaigns. You can glean which prospecting strategies are the most effective at driving engagement and winning new customers, and you can continue to use the tool to engage and retain these customers. Outreach could benefit from some AI enhancements, i.e. using Prospect / Contact information and behavioral signals to reccomend content or alter email delivery

Using Outreach

25 - Sales and Business Development
2 - The two individuals who support Outreach within our company are I and the other Salesforce/general sales and MarTech system admin.
  • Automated email sequencing
  • Task/Activity generation and tracking
  • Email and Calendar sync
  • Salesforce Integration
  • Booking meetings at Conferences
  • Drip campaigns based on LinkedIn Sales Navigator changes
  • enhanced syncing of tasks/activities with CRM to create comprehensive client engagement mapping
  • automate internal team communications
Based simply on cost savings, it would make the most sense for us to utilize Salesforce Sales Engagement moving forward. We already pay for access as part of our contract and it would provide more users with access to a sales automation tool. Upon vetting its capabilities, we've determined it can effectively replicate the core functionality that we get out of Outreach.

Evaluating Outreach and Competitors

  • Integration with Other Systems
  • Ease of Use
We have considered vetting whether any of Outreach's capabilities could be provided through existing tools, specifically Salesforce Sales Engagement. At the time we entered our contract with Outreach, Sales Engagement was called High Velocity Sales, and lacked many of the fundamental capabilities of competing sales automation tools. However, in the years since, Salesforce has upgraded the platform to compete with Outreach (and other 3rd party tools like Salesloft). Access to Sales Engagement is included in our current contract with Salesforce.

Outreach Implementation

Outreach Training

  • Online Training
  • No Training
Outreach’s Customer Success team helped us with initial setup, CRM integration, configuration, and implementation. They also provide extensive self-paced training through Outreach University. I often find that most of my questions about the platform can be answered with a quick Google search--their library of help articles is very comprehensive and easy to find what you're looking for.
Outreach provides extensive self-directed training through Outreach University. Honestly, most of the advanced skills I've learned in using the platform been developed through being faced with real business challenges and doing my own research to see if Outreach could provide a viable solution. I think it's essential for a user to understand the basic capabilities of the platform, which are not difficult to grasp, and then learn through working in it regularly.

Configuring Outreach

From my perspective, Outreach offers a high degree of configurability, which is great in terms of flexibility, but it can also become overwhelming. For a platform designed to standardize and streamline outbound activity, there's a fine balance to strike—and Outreach sometimes leans too far into open-ended configuration without enough built-in guardrails. Without strict governance or admin resources, it's easy for sequences, templates, and user behaviors to sprawl or drift off course. For advanced users or teams with mature admin support, the configurability is a strength; but for leaner teams or those new to sales engagement platforms, it can create friction and confusion. In short, the configurability is powerful but not always “just right” without the right support structure behind it.
Outreach offers powerful configurability, but getting the most out of it requires strong admin oversight and thoughtful setup. I recommend centralizing sequence and template governance with clear naming conventions and shared folders, using role-based permissions to control customization, and regularly auditing CRM sync settings to maintain data integrity. It's important to focus reporting on meaningful outcomes like replies and meetings, not just activity volume, and to integrate only the essential tools to avoid unnecessary complexity. User enablement is key—building internal playbooks, leveraging Outreach University, and holding regular training sessions can significantly improve adoption. Finally, maintain a test user account to safely trial changes before org-wide rollouts.
No - we have not done any customization to the interface
No - we have not done any custom code
n/a

Outreach Support

Outreach support has been effective in the limited instances in which I've needed them. Something they do that I've not gotten from any other vendor is they proactively reach out to you if they notice issues with the core functionalities of your specific instance, in our case email deliverability, and on another occasion CRM sync and excessive A
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
We did purchase premium support on our initial contract with Outreach, however, we opted not to renew it upon restructuring our contract after the initial one ended. We simply were not engaging support often enough to warrant the additional line item on our contract, and we felt that the added benefits (i.e. priority ticketing) were not sufficiently superior to that standard support tier.
As noted in my earlier response, Outreach support proactively reaches out when they are notified or observe interruptions to critical functionality in your specific instance. In our case, they noticed errors caused by erroneous sync mapping between Outreach and Salesforce, which was triggering excessive API calls. They promptly reached out to me, set up a call between myself and a product expert, and we were able to resolve the issue swiftly.

Using Outreach

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Convenient
Feel confident using
Requires technical support
  • Building multi-step email and call sequences is fast and user-friendly, with a clean drag-and-drop interface and intuitive scheduling options.
  • Our reps can easily stay on top of their outreach with a prioritized task queue and streamlined daily workflow view.
  • Templates with dynamic fields make it easy to personalize outreach across large prospect lists without sacrificing efficiency.
  • Managing, updating, and deprecating outdated sequences across teams can get messy quickly, with no built-in version control or governance tools.
  • Resolving sync errors or mapping issues—especially with custom fields or objects in Salesforce—often requires deep technical digging and ongoing admin oversight.
  • Accessing detailed performance data beyond built-in dashboards is limited and often requires exporting to spreadsheets or building external reporting pipelines.

Outreach Reliability

In our years as Outreach customers, I can count the number of outages we've experienced on one hand. Generally, outages have been very brief and have not completely frozen our access to the platform. Scheduled maintenance is always proactive communicated and the hours never interfere with standard business hours or scheduled sequences.
Everything works the way that it should, and that's all you can ask for. The UI is simple, and we haven't had any issues with our sync to other sales tools that weren't caused by configuration errors.
Everything works the way that it should, and that's all you can ask for. The UI is simple, and we haven't had any issues with our sync to other sales tools that weren't caused by configuration errors.

Integrating Outreach

It connects well with Salesforce and other key sales tools like ZoomInfo and LinkedIn Sales Navigator, and the bi-directional sync is powerful. However, setup can be time-consuming, especially when mapping custom fields or troubleshooting sync issues. The initial integration process required close coordination between sales ops, IT, and our end users to ensure everything aligned properly. For teams with robust admin support or prior experience with sales tech, the process is manageable—but it’s not exactly plug-and-play.
  • Salesforce
  • LinkedIn Sales Navigator
  • Outlook
  • ZoomInfo
The depth of integration across these tools is solid, though each varies in how seamless and configurable it is. Salesforce offers the deepest integration—bi-directional sync of leads, contacts, tasks, and opportunities is robust, and Outreach can trigger workflows based on Salesforce data. That said, syncing custom fields and maintaining data hygiene requires regular admin oversight, and troubleshooting sync errors can be time-consuming. ZoomInfo integrates well for contact enrichment and list-building directly within Outreach, making it easy for reps to add prospects to sequences. LinkedIn Sales Navigator offers a more surface-level integration—users can access profiles, InMail, and send connection requests directly from Outreach, but there’s limited back-end configurability or reporting visibility. Overall, none of the integrations were prohibitively difficult, but each required coordination between systems and some manual setup to get functioning smoothly, especially Salesforce.
  • n/a
n/a
  • File import/export
I recommend approaching Outreach integrations with a clear plan and dedicated ownership. Start by aligning your data strategy—especially with Salesforce—so only clean, essential fields are synced, avoiding unnecessary clutter or sync errors. The Salesforce integration is powerful but requires ongoing oversight, so having a dedicated admin resource is key. For ZoomInfo and LinkedIn Sales Navigator, the integrations are relatively straightforward, but reps need proper training to understand how these tools interact within Outreach.

Relationship with Outreach

Everybody we've worked with at Outreach has made a concerted effort to be transparent and available for questions, product support, or general discussion. As with most AEs, there is usually an upsell concealed in every friendly email asking to chat, but they try to do a good job of aligning what they are selling you to what they've observed as your organizational needs.
Outreach’s customer success and support teams have been responsive and proactive during onboarding and post-sale. They offer solid training resources through Outreach University and provide helpful best-practice guidance. However, some support cases—especially around complex sync issues or advanced configurations—can take time to resolve, and you sometimes need to escalate to get faster attention. Overall, the vendor is collaborative and committed, but there’s room for improvement in responsiveness for high-priority or technical issues.
n/a
The main terms we negotiated with Outreach focused on pricing tiers tied to user volume and feature access, including specific modules like advanced analytics and Salesforce integration capabilities. We worked to secure favorable contract length and renewal terms, aiming for flexibility in scaling user licenses up or down as needed. Data security and compliance commitments were also key points, ensuring the platform met our internal standards
n/a
Working with Outreach’s vendor team has generally been positive. The Customer Success Manager and support contacts have been responsive and proactive, especially during onboarding and training. Clear communication of our priorities helped tailor their recommendations effectively. Regular business reviews helped keep alignment on usage and future planning. They have always been flexible around negotiating contract terms. Overall, they've been collaborative and attentive.

Upgrading Outreach

  • improved UI
  • Outreach for Outlook integration was upgraded
  • quicker ramp for new users
  • non-technical users can reap the benefits of Outreach functionality via the Outlook plugin without having to log into the web tool after the initial sync

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