Item: Outreach
Rating: 9
Author: Verified User

Overall Satisfaction with Outreach

Use Cases and Deployment Scope

We use Outreach in my organization for the sales and marketing teams. Outreach helps us to automate a lot of our processes when reaching out to prospects. We also use it to help monitor our customer interactions, and it can help tell us when we need to follow up with someone.

Pros and Cons

Pros

captures conversations
helps prioritize your day
keeps track of the prospects engagement

Cons

it can be difficult to adjust if you want to prioritize things differently than the software
some of the graphs can be difficult to understand
the integration with SalesForce can be clunky sometimes

Most Important Features

sales enablement
monitoring customer conversations
daily organization

Return on Investment

less time spent on non essential tasks
helps transcribe meetings automatically which is great for checking against your notes
occasionally it gets buggy and you have to restart

Scalability

I give it this rating because as the company got bigger and had added more employees Outreach still does the same great job. You can run very high-volume outreach with very little to no manual effort. The centralized performance tracking makes it easy to see what is working as well.

AI Capabilities

We integrated the capabilities of the AI features into our daily workflows, and it has definitely boosted the efficiency of our GTM team. We have had earlier visibility into deals that may be stalling and can then pull in the required people on our team who can help make a difference.

Usability

I think that Outreach is one of the most user-friendly platforms for automated outreach. It is so easy to integrate into other tools. The out of the box dashboards are great and easy to manipulate for your own needs. It is a very intuitive software that can make you much more productive.

Alternatives Considered

Salesloft, Gong and Chorus by ZoomInfo

Outreach is just as good as their competitors and from what I understand is much cheaper than some of them. I wasn't part of the buying process, but it seemed to happen pretty quickly so the decision makers in my company must have been impressed enough to make the decision to go with them.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Outreach go as expected?

I wasn't involved with the implementation phase

Would you buy Outreach again?

Yes

Other Software Used

ZoomInfo Sales, Salesforce CRM Analytics, Demandbase One

Likelihood to Recommend

It is great to keep track of customer engagement and to prioritize who to reach out to immediately. Also it helps when you haven't reached out to someone in a while, but you or they had said to circle back in a bit. If you need to work within Salesforce completely it can be tough going back and forth between the two.

Using Outreach

Users and Roles

20 - Sales for revenue generation by prospecting, going through the sales cycle and closing deals. Marketing creates brand awareness and supports the sales team with content and lead gen. Customer Success renew contracts and upsell.

Support Headcount Required

4 - There is an IT team within the Sales Ops umbrella dedicated to administrating all of our sales software tools. They help with integrating and optimizing the platform. The enablement team then trains the GTM team on the best way to enhance their performance using Outreach.

Business Processes Supported

Personalization at scale
Multi-touch cadence flows
Prioritizing the outreach for the sales teams

Innovative Uses

The ability to interpret the insights for forecasting and strategy
Coaching with the conversational intelligence
Content creation guidelines

Future Planned Uses

we could possibly integrate into Marketo
probably utilize the coaching capabilities more

Likelihood to Renew

Outreach drives the pipeline at scale; it has enabled us to do a lot of outreach and quality prospecting. The fact that it tracks the cadence performance, open rates etc. is really very helpful. That way we can focus on the ones that are doing well and trash what's not.

Evaluating Outreach and Competitors

Products Replaced

Not Sure

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

The ease of use was probably the most important factor in our decision. It was really important for everyone to be able to adopt the technology quickly. The training was very easy to follow. It is an extremely intuitive platform and if you can't figure something out, they are very responsive.

Evaluation Lessons Learned

I don't think the process would change at all.

Outreach Implementation

Implementation Rating

I wasn't part of the implementation process

Implementation Details / Implementation Partner

Don't know

Implementation Issues

not sure

Outreach Training

Training Types Used

Online Training
In-Person Training

In-Person Training

The trainer we had for when we implemented Outreach was very helpful. They did it in one-hour sections for each different department. It was really nice to have the training specialized to our jobs. The trainer was very patient with everyone and made everyone there feel comfortable asking all kinds of questions.

Online Training

The online training for Outreach was actually really well done. You can find modules to do on your own time. They are based on your job and what you need to learn. It was very easy to navigate through the training modules as well. They didn't take a ton of time and were quite engaging.

Configuring Outreach

Product Configurability

I am not responsible for configuring the platform. But from what I can tell you can do a lot with it. Maybe, sometimes there are too many filters, and we might not need all of them.

Configuration Lessons

Nope, I am not the one configuring it.

Additional Customization Considerations

No, I am not super familiar with the customization.

Outreach Support

Support Rating

I have not had to use the Outreach support for myself. But some of my colleagues have, and they said they were very happy with it. From what I've heard they were very nice and responsive. The issues got resolved in a timely manner and they were able to help quickly.

Outreach Customer Support Pros and Cons

Pros	Cons
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

Premium Support

No, I was not involved in that decision.

Exceptional Examples of Outreach Support

I haven't had to reach out myself.

Using Outreach

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Building out cadences
Writing email templates
analytics on the cadences

Difficult Tasks

sometimes custom fields in Salesforce don't populate correctly
Occasionally the dialer can glitch out

Outreach Reliability

Reliability and Availability

For the most part Outreach is always available. There are sometimes when they do a new update, and things might get glitchy for a couple of days. They usually fix it very quickly. Same thing if the dialer goes out or something. It is always handled in a timely manner.

Performance

Outreach's performance overall is very high quality. Pages load right away. Occasionally it might take a minute to generate a report, but not any slower than in other platforms I've used. Outreach is integrated into many of our other tools and seems to be a very clean integration. Everything runs very quickly.

Performance

Integrating Outreach

Ease of Integration

We have integrated the Outreach platform with many of or other tools. It makes it easy to capture data and then use it to up our productivity levels. The data goes into Outreach and the data from Outreach goes into Salesforce. It is nice to have everything at your fingertips.