Item: PFL Direct Mail Platform
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use PFL to send swag to conference attendees and VIP customers of our platform. Individual account managers can request that their customers be sent items and kits at any time, provided they requisition the appropriate budget first. The gifts are intended to thank customers for their participation in events after the close of a sale, or to incentivize an executive meeting.

Pros and Cons

Intuitive UI within our Salesforce instance.
Easy to track sending and budget.

As a Canadian employee of a US-based company, provisioning my personal access to PFL was painful. Neither my Salesforce admins nor the PFL team seemed to be able to align the correct settings.

Systems Integrated With

Salesforce.

This is beyond my scope as an individual user.

Key Insights

Do you think PFL Direct Mail Platform delivers good value for the price?

Not sure

Are you happy with PFL Direct Mail Platform's feature set?

Yes

Did PFL Direct Mail Platform live up to sales and marketing promises?

Yes

Did implementation of PFL Direct Mail Platform go as expected?

I wasn't involved with the implementation phase

Would you buy PFL Direct Mail Platform again?

Yes

Other Software Used

Salesforce Lightning Platform, Slack, Troops

Likelihood to Recommend

PFL is a great tool for marketing teams who are looking to empower front-line sales execs with access to the collateral they can use to supplement the sales cycle, whether: softening up a customer prior to an in-person meeting, "Hey, did you get that swag pack I sent you?" thanking a customer for their participation in an event; "Just wanted to say thanks for attending the webinar last week." showing VIP customers some love and appreciation; "Happy holidays, so glad we took the time to deepen the partnership this year!"

Users and Roles

500 - Sales and marketing teams are given access to PFL Direct Mail Platform through our Salesforce instance. Marketing uses the automation functions of the platform to send follow-up after customer events, customer appreciation, etc. Sales are allotted a budget for one-off sends to help solidify customer relationships and accelerate sales cycles.

Support Headcount Required

2 - The responsibility of supporting our deployment of PFL Direct Mail Platform falls to our Salesforce administrators, as PFL lives within our Salesforce ecosystem. They are experts at troubleshooting, tool management and provisioning, system integration, and partner escalation. They are also responsible for a budget and controlling spend on the platform.

Business Processes Supported

Marketing automation
Customer appreciation
Sales cycle acceleration

Innovative Uses

Provide free copies of our founder's book to VIP customers

Future Planned Uses

Internal sends for attendees of company kickoff, etc.

Likelihood to Renew

I will continue to use the platform as long as my employer provides access, but I do not have purchasing power myself.

PFL Direct Mail Platform Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Support cares about my success Quick Initial Response	None

Premium Support

I am not aware of the status of paid support on our account, as I am not the purchaser. As an end user, the times when I have engaged with PFL support (such as provisioning access for myself) have been courteous and professional, but required involvement from multiple people to escalate and resolve.

Bug Resolution

Usability

The UI is friendly, clear, and accessible, and I access it directly through the interface (Salesforce) that I perform my function in every day. It is intuitive to navigate, and I am able to find most functionalities I need without the need to consult an admin and/or support teams.

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

Automated send
Check balance
Browse

Difficult Tasks

Provisioning access

An ace-up-the-sleeve for AE relationship building!

Overall Satisfaction with PFL Direct Mail Platform