The Ultimate CRM Powerhouse
January 28, 2015

The Ultimate CRM Powerhouse

Brent Booth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Modules Used

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

Overall Satisfaction with Salesforce.com

Currently Salesforce is being used as our sales tracking and reporting, and customer interaction tracking system. We use 2 Marketing platforms that feed leads into Salesforce, for sales representatives to follow up on. We also use a dialer system for our inside sales team, which is connected directly to Salesforce.
  • Highly customizable
  • Intuitive administration tools
  • Robust application catalogue
  • Advanced process automation capability
  • Robust reporting capabilities
  • Dashboards could certainly be improved, limited customization
  • Reporting formulas are limited, and make exporting/excel manipulation necessary is some cases
  • Development options require a dedicated developer, so if you want heavy customization you will need to hire more resources.
  • We have seen increases month over month in our closed won and pipeline business since implementing Salesforce. Salesforce is a very powerful tool that help sales professionals stay on top of their prospects and pipeline.
  • Since implementation, we now have advanced reporting that gives us full scope view to the health of our business. We now have advanced campaign, financial, and pipeline reporting that did not exist prior to our implementation.
Where Sales process, forecasting/pipeline management is concerned - I highly recommend Salesforce. It is extremely customizable to the business requirements.

At previous companies I worked for, it was customized to accommodate several unique/uncommon business processes (Nearly 150 custom objects ranging from Risk Management, Treasury, Facilities Management, IT, HR, Legal... ) It handled pretty good, with all things considered. But, I do not feel Salesforce was the best platform to handle this.

Salesforce Feature Ratings

Customer data management / contact management
10
Workflow management
10
Territory management
10
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
7
Quote & order management
7
Interaction tracking
9
Channel / partner relationship management
9
Case management
10
Call center management
8
Help desk management
10
Lead management
10
Email marketing
7
Task management
8
Billing and invoicing management
5
Forecasting
10
Pipeline visualization
10
Customizable reports
8
Custom fields
10
Custom objects
10
Scripting environment
8
API for custom integration
9
Single sign-on capability
10
Social data
7
Social engagement
7
Marketing automation
6
Compensation management
4
Mobile access
9

Using Salesforce.com

110 - Lead/account/contact management, sales reporting, forecasting, pipeline management, software implementations, quota/commission management, sales dashboard/report viewers.
1 - Advanced Salesforce administration, configuration, customization, report building, data exports, data manipulation/cleansing
  • lead management
  • sales process tracking
  • sales reporting/dashboards
  • Quota/commission tracking
  • Forecasting
  • Quota setting
  • API Integration capabilities
  • App Exchange options
  • Invoicing
  • Payment processing
  • Case management for customer issues

Salesforce.com Support

Since we do not pay for Premier Support, the agreed upon response times are still pretty good. It is a little ridiculous that you should need to pay tens of thousands of dollars for their best support options and training.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - It is extremely expensive for Premier Support, our company is not very large; so this expense was deemed not necessary.
Yes - yes it was