Best "All Around" CRM
January 27, 2015

Best "All Around" CRM

Shawn Low     M.I.S. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Chatter

Overall Satisfaction with Salesforce.com

We use Salesforce.com (SFDC) across the entire organization for Sales, Customer Service, Technical Support and Management. We have a very large "User Buy-In" so everyone is using it or trying to use it often. We use "Chatter" extensivley and believe it is a very productive and easy to use tool that make communication and collaboration across a world wide company effective and efficient.
The only problem we might have is there are some "logical" features that are not standard in SFDC, like a Pop-Up warning, that alerts the user that they might be doing something incorrectly, but still allows them to complete the process if they choose to. It's a "soft" warning.

Pros

  • It's on line or "Cloud Based". This is huge. I was on vacation a few years ago, and there was an issue that came up at a Nonprofit I was supporting. They are located in Southern California and I was in Florida. I was able to grab my lap top, log into SFDC and correct the issue within 5 minutes, (and I was in the airport at the time to boot).
  • The very easy to use "Drag & Drop" and "Point & Click" feature of SFDC. I am able to customize so many things, like creating Approval Processes and Validation Rules, all without knowing how to write Code.
  • The support community that SFDC has. SFDC has Technical Support, but they don't really help if I am looking to "customize" something. The "Answers" community has helped me solve complex issues and in some case, I have actually had Developers send (or post) Code, that preforms a certain task or process. I must have been able to save my companies thousands of dollars because i was able to get the answers for free.

Cons

  • The "Soft Warning" feature I mentioned earlier. It has been in the "Ideas" community for several years but has not been implemented.
  • A DeDupping" product. SFDC has the Data Loader, but they do not have a tool for locating and either merging or deleting Duplicates in the database. We are forced to purchase outside products to do this.
  • I hate the fact that I can't delete old users from the system. If someone quits, I can make them "inactive" but I can't delete the user from SFDC.
  • Because it is "Cloud based" our sales reps have been much more effective at closing sales because the sales data is right at hand and easy to use on the Salesforce 1 platform.
  • By being able to quickly and easily automate several processes, we have seen a rise in closed deals across the board
  • The environment is extremely stable. In the last 6 years I don't recall SFDC "going down" (outside of scheduled maintenance) at all. This is huge for us as we are dealing with enviromental issues, so having a stable and reliable foundation is critical.
I started using SFDC more than 6 years ago, and it was easier to learn and in my opinion, easier to use, than anything else i had seen on the marketplace. That is still true today.
SFDC is great for any Sales or Customer Service Organization. I have seen SFDC used in the R & D dept. but I can't see how they would use things.

Salesforce Sales Cloud Feature Ratings

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

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