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Still going strong with Salesforce.com
Updated March 18, 2015

Still going strong with Salesforce.com

Johnette Cotten | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Force.com
  • Chatter
  • Data.com

Overall Satisfaction with Salesforce.com

It is used across our entire organization as our system of record. We use it (along with several integrated apps) for Leads, Marketing, Sales, Customer Install Projects, Support Cases, and many other internal things that we need to keep record of.
  • Salesforce.com is flexible and can accommodate any size company. It is highly customizable and virtually limitless with the development platform. It is a great product, and in my experience, the key to success with Salesforce.com is having people that are dedicated to learning, maintaining and developing the system, with focus on a positive user experience.
  • Support for Salesforce.com is incredible. If you don't find what you are looking for in their vast Help & Training documentation, there is a great support community of users where you can search for answers or post your question. Also, a regular web search will return many hits, as well. There are many independent websites that have documentation, code sharing and support forums. But if you need to talk directly to their support team, they are very responsive and I have always had a positive experience with them.
  • Salesforce.com is highly available. In the 8 years that I have been using Salesforce.com, I can only recall one time many years ago when we had a problem with the site, and it was resolved relatively quickly. I like that everything is available online and can be accessed from anywhere. This allows for people to work out in the field and from remote offices.
  • One of Salesforce.com strengths could also be considered a weakness to some. I think it is great that the product is so flexible and customizable, but that also makes it very complex. It takes dedicated people to manage it. It is an ever-evolving system which is great because it stays updated and constantly improves, but for some it might be hard to keep up with the changes. I know from experience because of the position I was in for many years. I was responsible for the system, but it was not my dedicated role, so many of the updates went unnoticed and we started getting more internal requests to change the way it worked, and eventually we got behind. It's important to have a dedicated team of people, who will be involved with supporting the system, especially with a growing company. It's a wonderful product, but it will not appear so if the appropriate resources are not dedicated to it. You get out of it what you put into it.
The only scenario I can think of where Salesforce.com may not be appropriate is for a company in an industry that already has established systems geared to fit their business. When competing with industry-specific sales or service systems, they would have to evaluate the benefits and costs of having a turn-key system vs. customizing Salesforce.com to meet their needs.

Salesforce Sales Cloud Feature Ratings

9.4
Customer data management / contact management
10
Workflow management
8
Territory management
9
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
10
Quote & order management
9
Interaction tracking
10
Channel / partner relationship management
10
10.0
Case management
10
Call center management
Not Rated
Help desk management
Not Rated
10.0
Lead management
10
Email marketing
Not Rated
9.0
Task management
9
9.5
Forecasting
Not Rated
Pipeline visualization
9
Customizable reports
10
10.0
Custom fields
10
Custom objects
10
Scripting environment
Not Rated
API for custom integration
10
Not Rated
Single sign-on capability
Not Rated
Not Rated
Social data
Not Rated
Social engagement
Not Rated
9.0
Marketing automation
9
Compensation management
Not Rated
10.0
Mobile access
10

Using Salesforce.com

84 - Sales & Account Management, Customer Support, Accounting, Marketing