Great for client support and closing prospects
March 01, 2018

Great for client support and closing prospects

DavidLee Martinez | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce.com

We use Salesforce for both clients and prospects. I've only used it for the past year, but our mother company has been using it for quite some time. Only recently have we imported our data and contacts from our old CRM into Salesforce.

Pros

  • Everything in one spot, on-the go. I can make changes and look up anything at any time with any client or prospect.
  • Everything is so organized. The search tool is great with finding partial phrases of cases and prospects.
  • Everyone connected. With Chatter, I can get in touch with anyone to help get tasks done quicker and more efficient.

Cons

  • A lot of pieces. I've made some mistakes with all of the pieces, remembering the difference between an Account, Contact, Lead, Opportunity, etc. but I'm getting use to it. Mastering these will make the search tool much more effective.
  • A few times I didn't receive notifications from the app. I had to log into the app to see them. I deleted the app and downloaded it again, and I haven't had any issues.
  • Sometimes pushing data up to Salesforce has some issues. There have been a handful of times I've spent hours trying to get a Contact person's info correctly. This has resulted in incomplete and duplicate contacts and opportunities.
  • Positive: Having all of the client's info, including the signed agreement, all in one place for me to review and send to billing.
  • Negative: Having a prospect wait on an agreement because I can't figure out which small part of the Contact or Opportunity is messed up so I can't continue the process.
  • Positive: Being able to see contacts from sister companies. I've been able to get a lot of solid info simply by using the search tool.
  • Outreach
Right now, I'm using Outreach for the beginning process of prospects and Salesforce as the final prospect steps and Client support. I use to use Outreach for client issues, but having our sister companies on Salesforce too makes the integration process much more efficient, saving my clients time on resolving issues.
Best suited: My favorite part of the app is when someone sends a Chatter to me regarding a task for a client. I am able to instantly respond, making my client's wait time much better than having to wait until I get back to a computer.

Less Appropriate: I wouldn't want to rely on Salesforce for all of my contacts with prospects. It works great for current clients and the final steps of turning a prospect to a client. Anything before the agreement, I prefer to do out of Salesforce.

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