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There is no force like Salesforce
December 08, 2014

There is no force like Salesforce

Benjamin Barniskis | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Unlimited

Modules Used

  • SalesCloud
  • Force.com
  • Chatter
  • Data.com
  • Work.com
  • Partner Portal
  • Content
  • Knowledge
  • Communities
  • Salesforce1

Overall Satisfaction with Salesforce.com

Salesforce is used across the organization by all departments. Primarily used by Sales and Operations group and expanding usage into other groups.
Salesforce is the primary business platform, from selling to customer and vendor engagement. Salesforce is the primary database, reporting tool, document generator and communications platform for the whole company.
  • Customer Support - the Community aspect of customer support, with a dedicated website for each customer for support cases, new product ideas and knowledge base articles provide an end to end customer support service easy to create and maintain.
  • Internal and external Communication platform - Chatter, especially on Salesforce objects, and the ability to include customers in Chatter communications is extremely easy to set up and use.
  • Business Automation - With minimal set up, a business can automate simple or complex business processes and reduce administration tasks and resource time/costs. Workflow, Flows and Process Builder allow non-IT personnel to develop automation without any code needed.
  • Dynamic Field Availability - Salesforce needs the ability to display fields based on input from other fields. While you can make certain field types dependend on other fields, an Ajax type functionality would add greater flexibility to the user interface.
  • Salesforce Support - the support group is hit or miss, making it much better to establish a relationship with a partner to get stronger support, especially with initial set up.
  • Detailed Reporting - the basic Salesforce report module covers most situations, but it could use enhancement to allow for greater cross-object reporting and more in-depth analysis without the need for a Business Intelligence tool
  • Increases processing efficiency. Different department requirements can be instituted through required fields and workflow.
  • Lowered IT costs - since it is cloud based it removes the need for server maintenance and IT resources.
  • Improved Existing Customer Prospecting - using Salesforce to track all customer interaction and data, we were able to automate prospecting existing customers for potential new deals.
Sage CRM - Sage was originally created from an Accounting perspective. Development takes longer and the customizability was limited. Integration to other communication systems was too burdensome to users.
Act - Single sales tool - great if only one person is using, but any need to sync caused nothing but problems. Sharing of data was too difficult.
Cloud based and future looking - Salesforce has either set or kept pace with the latest in technology. At least two major feature releases a year allow an organization to keep up with the latest changes. Mobile and the release of their new analytics platform are just two examples of how Salesforce continues to innovate.
Salesforce is a platform, so technically anything is possible, so it is suited for just about any scenario with the proper guidance to be successful. While it is strongest with selling organizations, Salesforce can handle just about anything from Customer Service to Business Automation, including availability on mobile devices. Determine if your instance will be primarily internal or external facing, focus on a specific function (operations, sales, HR) to get started and gradually grow it to other departments as adoption increases.