Salesforce is my CRM of choice.
January 30, 2015
Salesforce is my CRM of choice.
Score 8 out of 10
Overall Satisfaction with Salesforce.com
Salesforce is being used by my organization in a variety of ways, with the main stakeholders being sales and service teams. The majority of the organization has access to Salesforce because we use custom objects to address company-wide business problems. In addition to providing a full customer relationship management experience, Salesforce allows you to build business solutions for all users -- for example, my company uses a custom object to address specific shipment request and tracking needs for the logistics team.
- Salesforce helps you capture any and all data you are looking to capture. It's easy to add in new fields, and easy to guide users to enter data through customization on the page layout, at the field level, or even validation rules.
- Salesforce does internal comments very well. Using Chatter, you are able to post to a feed on any enabled record. You can tag another user when asking a question, you can link, you can poll, attach a file - and the best part is whoever views the record will have access to this feed. It's a great way to communicate on data/records.
- Salesforce is flexible. In all my time using Salesforce, there has always been "a way". There's really nothing you can't do with this platform. To me, that's what makes it the best. It can start out simple-- out of the box it's one of the least complicated systems I've ever worked on. The real value is in the fact that it can grow with you. No matter how much your company grows, Salesforce is still a fit. It's the most flexible solution out there.
- Salesforce1 has some room for improvement. If you are looking for a perfect, seamless experience between your web UI and Salesforce1, you will be disappointed. Fortunately, the web UI looks really great on phones/tablets and is still super functional.
- I have hoped and dreamed of better search functionality within Salesforce.com. I have also voted up any idea I can find on it in the Salesforce community. Do not expect functional, easy search in Salesforce.
- Content. All in all, Content is a good file storage/sharing solution, but it lacks much needed flexibility. There are much better repositories out there.
- Salesforce has had a positive impact on our customer service. With auto-response, case routing, etc, things stay on track. The automation is infinitely helpful.
- We are moving toward increased efficiency in all departments. There's a learning curve, of course. New users come in, they learn the tool fairly quickly, and then after a while they start to see what it can do for them if they use it correctly. That's where it helps them become more efficienct. If these use Salesforce, enter their data, then they see the end result (a clear picture of the impact of their work). Having this clear picture promotes more efficient decision-making.
- The biggest return on investment comes from being able to take advantage of building custom solutions within the platform, as well as installing apps that we already use in other capacities. Having everything they need accessible in one place is a huge time-saver for all our users.
Dynamics is the only other CRM that I've used for an extended period. I found it cumbersome, and found myself getting frustrated because of how limiting it felt compared to Salesforce. I also find Salesforce to be much more user friendly. I see users pick up Salesforce with relative ease, saving the CRM team much needed hours that would normally go into training. Even with hours of training, Dynamics was still tough for our users. I would choose Salesforce because of the ease of use, and the ability to really customize and build anything.
I would generally recommend Salesforce Sales cloud to companies with more than 10 people, and where there is a well-defined sales cycle. A key question to ask during the selection process is, what do you want from your CRM? If you want a rolodex that's stored in the cloud, go for a low-budget, yet functional tool. If you are looking to dive deeper into your information, understand your pipeline, and have solid data on which to base your decisions, use Salesforce.