Heavy reporting capabilities lacking.
Updated December 04, 2014

Heavy reporting capabilities lacking.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Modules Used

  • Sales Cloud
  • Chatter
  • Customer portal
  • Partner portal
  • Ideas

Overall Satisfaction with Salesforce.com

Pros

  • Ease of use for basic features
  • Customizable
  • Relatively simple self-service reporting
  • Escalations
  • Work flows

Cons

  • Heavy reporting or analysis
  • Act as a true development tool
  • Provide sub-second response times that might be required of a call center
  • Make no mistake, this software is not inexpensive. However the visibility and cross-organization communication it facilitates is more than worth the cost.
  • In addition, bolt on software is available that can dramatically reduce implementation and integration times while adding needed features (i.e. order processing).
This software has become a critical component of many of our internal processes.

Using Salesforce.com

350 - About 80% of our company.
  • Provides clear view of accounts, prospects and sales activities
  • Provides clear view of all client-reported issues
  • Provides software to support change management processes across multiple internal groups

Evaluating Salesforce and Competitors

Homegrown, Softrax

Salesforce Implementation

Regional vendor had the technical chops to implement

As with most projects, defining and aligning business processes prior to implementation is key
  • Professional services company
Regional vendor partner

Salesforce Training

  • Online training
  • Self-taught
Online training was better than average
Training was not required for most basic features.

Salesforce Support

Basic customer service is acceptable – more advanced issues sometimes are a bit difficult to get resolved
Yes

Using Salesforce

Its basic features are fairly intuitive. Having introduced hundreds of employees to the product, the amount of training required was minimal compared to other enterprise class products.

Salesforce Reliability

Very occasional outages
Very occasional slowdowns

Integrating Salesforce

  • Primarily other SaaS products. Many of which were on the Force.com platform.
Make sure your business processes are very crisp before starting any integration work.

Relationship with Salesforce

Not many initially. We were able to get more favorable conditions as we grew.

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