Overall Satisfaction with Salesforce.com
Salesforce is currently used to track product transference from lead generation and combing(Leads),to initial POC with a physician or potential patient client(Activities), to requesting supplies(Products) that are then packaged and shipped to a physician for specimen collection and return(Opportunities w/ Stages), as well as Client Issue recording (Cases) and reporting metrics of various designs such as # calls per Service Rep, # Opps per week per Sales rep, etc. for management. We also use a map addon(InField Maps) to help the field sales team see problem areas, hot spots, cold spots, etc. as well as a few other addons such as roll-up helper and DemandTools for administrative maintenance.
- Data Visibility
- Position flexibility (customized page views, access, etc.)
- Workflow (wf rules, validation rules, triggers, dependant picklists, etc.)
- Training resources
- Reporting, only three ways of sorting, can't sort by multiple tiers,
- Emailing
- One contact to many accounts (currently a one-to-one relationship, so physicians that practice at multiple locations must be dealt with with custom development)
- Inventory management
- Mobile interaction (It's usually more efficient to use the mobile app to just navigate to the full site on a phone or tablet)
- Increased employee efficiency
- Increased accountability
- Increased visibility on ROI (Supplies sent out vs specimen tests billed)
- Better department interaction (sales with service with fulfillment with marketing with management with medical with laboratory with corporate)
SharePoint: while Microsoft's flagship crm product is tried and true, it's clunky, overly complicated, and incredibly difficult to tweak and customize with any sort of efficiency
Salesforce Sales Cloud Feature Ratings
Using Salesforce.com
60 - Sales, outside IT integration, Client Services, Management, Billing
1 - Certification training, multiple and varied experiences with scenarios and org set-ups, communication skills to be able to gather company requirements for the system and efficiently implement them in a way that will only upgrade the company's ability and never sidegrade.
- Sales team needs to find leads in their areas and see what previous contact has been made
- Client needs to contact a member of the Sales or Service departments for supply requests
- Need to track Client interactions with both Sales and Service teams on a detailed basis
- Mass email marketing, salesforce is terrible at this
- Using InField maps, Salesforce has been able to keep up with nearly constant territory shifting amongst the salesteam
- Using InField Maps and a snipping tool, Salesforce has allowed us to create on-demand service maps for clients
- Inventory Management
- ROI calculation
- Use Communities to provide a HIPAA-compliant area where customers can access their patient' information
Salesforce Implementation
- Implemented in-house
Salesforce Training
- Online training
- Self-taught
Salesforce is not easy to learn without training. It's easy TO USE, but not learn if you're wanting to do development and customizations.
Salesforce Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - 24 hour turnaround, Access to infinitely better training modules.
Yes - Yes, picklist values were being being saved as values other than ones selected. The Issue was fixed within that workday.
Using Salesforce
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Record creation
- Pipeline monitoring
- Management visibility
- Data loading
- Training and understanding are front-loaded
- Reporting: mostly front-loaded, but sometimes related objects can't be shown on the sam report
- Emailing/marketing campaigns
Yes - Classic app works great, Salesforce1 is more for a customized interface that is unnecessary for most companies.