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Extremely configurable but too complex.
November 19, 2012

Extremely configurable but too complex.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Software Version

Enterprise

Modules Used

  • Sales Cloud
  • Service Cloud
  • Force.com
  • Chatter
  • Partner Portal

Overall Satisfaction with Salesforce.com

  • Salesforce is very good at allowing businesses to model their front office business processes, particularly sales and customer service. It is an open system with an open API that makes system integrations easier. It is extremely configurable and customizable, with excellent built in reporting.
  • The main shortcoming of Salesforce.com is that it is fairly complex.
  • Huge efficiency gains in sales and in customer service.

Using Salesforce.com

200 - Sales, Service, Product Development, Finance, Marketing
5 - IT team. But there are lots of informal experts ready to help.
  • Sales
  • Service
  • Software Development
  • Product Management
The switching costs would be immense. Most of our departments run their business operations on it. Its highly capable software.

Evaluating Salesforce.com and Competitors

Salesforce.com Implementation

Salesforce.com Training

  • Online training
  • In-person training
  • Self-taught
Very thorough, very clear.
The basics are easy to learn without training, but advanced concepts, such as the sharing rules, require training.

Salesforce.com Support

It has declined a bit over time as the customer base has grown. Premium support is very good though.
Yes

Using Salesforce.com

Modern user experience. Well done and fairly consistently applied. The shortcoming is the level of complexity.

Salesforce.com Reliability

Very good uptime. Planned downtimes are shown well in advance. trust.salesforce.com documents everything publicly.
Performance is excellent except for reports on very large datasets (1M+ rows).

Integrating Salesforce.com

  • Eloqua
  • Marketo
  • Zendesk
  • Our own product which is based on Force.com
Syncing Contact information. Not too difficult.