Not ideal for contact management.
Anonymous | TrustRadius Reviewer
November 13, 2012

Not ideal for contact management.

Score 8 out of 10
Vetted Review
Review Source

Software Version

Professional

Modules Used

  • Sales Cloud

Overall Satisfaction

  • Not really designed as a contact management system (which is my specific use case). We did some custom development work to make the platform manage our specific contact management workflow. Although there are better contact management systems out there, we needed everything to be integrated into a single system. Salesforce is used for a lot more than just contact management across the organization.
  • Some usability issues. Although usability is generally good, there are some weaknesses: not all objects talk to each other / impossible to report on certain things.
  • Salesforce has abandoned core functionality development (delegated to app developers in the AppXchange) in favor of social CRM functionality which is of less interest to us.
  • Biggest problem by far is de-duping of names in the database. The software is incapable of recognizing that a contact already exists in the database (if, for example, the email is different). Lots of manual de-duping required.

Product Usage

  • Deal flow: Managing opportunities to leads to funded entities
  • Contact management: Tracking individuals as they move from one organization to another. Maintaining database of individuals with their history.

Evaluation and Selection

Microsoft CRM / PC Recruiter.

Training

• Generally good quality training. Couple of points taken off because they assume a little too much knowledge sometimes. Also, some usability problems in the online training (especially wildly differing sound volume levels from module to module)

Support

The system admin uses customer support. I have no experience of it.

Usability

Usability is quite good once the system has been learned. Entering data is not as easy as it might be, but some of the difficulties are related to custom changes we have made (requiring custom fields on data records, for example)

Reliability

• Very reliable. Upgrades are generally made at night or weekends. Minimal disruption