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Salesforce Customer/Evangelist
Updated December 23, 2015

Salesforce Customer/Evangelist

Todd Duclos | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Unlimited

Modules Used

  • SalesCloud
  • Sites.com

Overall Satisfaction with Salesforce.com

We utilize Salesforce across our global organization within our commercial (Sales, Marketing, and Customer Service), Supply Chain, Product Management, Agronomy and Credit teams. It is highly customized to match the specific sales process and forecasting needs of each commercial area. We utilize it to track customer issues as well as marketing events, offers and experiences. It is integrated with our backend ERP system and our front end product websites. It is an integral part to our commercial go to market strategy with our customers.
  • Excellent scalability (ability to customize and use standard features)
  • Outstanding support both through the company and through the large user community
  • Innovation- they never stop expanding functionality
  • They have some overlapping products that could allow for them to sunset older versions and relieve confusion
  • They sometimes follow the B2C marketing side to willingly and B2B and other types of companies may not need the new features
  • They are not inexpensive, but the breath of features should be taken advantage of for full ROI
  • It has improved our customer experience as we don not have direct revenue impact in a B2B environment.
  • It has improved our visibility at a management level to sales status regarding achievement to plan.
We chose Salesforce as the leader in this space as it handles all that we were looking for and was customizable enough that we could build what it did not have. Their lead only continues to grow over others with recent acquisitions and their never ending focus on expanding their platform. I drink their kool aid so not totally unbiased, but the tool delivers what we need it too and some of those requests have been highly challenging.
I think it is best suited for larger organizations that can scale with the features and build the team to support it internally to avoid the costly partner network. Mid size companies can benfit by utilizing that network to quickly ramp up new capabilities. Be sure to understand what you are looking for in your CRM and focus on those areas (account/contact management, email marketing, web marketing, cCustomer communities and social, mobile, tracking, analytics) they have something for all but maybe not in a single offering.

Salesforce Sales Cloud Feature Ratings

7.1
Customer data management / contact management
10
Workflow management
7
Territory management
7
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
5
Quote & order management
5
Interaction tracking
6
Channel / partner relationship management
6
9.0
Case management
9
Call center management
9
Help desk management
9
9.5
Lead management
9
Email marketing
10
8.0
Task management
8
6.3
Forecasting
6
Pipeline visualization
7
Customizable reports
6
10.0
Custom fields
10
Custom objects
10
Scripting environment
10
API for custom integration
10
10.0
Role-based user permissions
10
Single sign-on capability
10
10.0
Social data
10
Social engagement
10
9.0
Marketing automation
10
Compensation management
8
9.0
Mobile access
9

Using Salesforce.com

750 - Sales, Customer Service, Marketing, Product Marketing, Supply Chain, Quality,
You need to have at bare minimum a certified salesforce administrator. Then it is good to have a set of analyst to work with your business analysts, two to four is recommended and should scale to the size of your organization. Then you should have a couple of Salesforce developers, one to focus on Apex/VisualForce and one to focus on the web side (HTML5/JQuerry). Then you need a leadership person to manage the team and interact with your business leadership teams.
  • Forecasting and customer facing and management level reporting
  • Account Management and contact management with full rollup capability
  • Digital Marketing (Email, Websites, Sales Tools, Campaign Management, Event Management, Product Management and Allocations)
  • Supply Chain Management
  • Customer Service Ticket Tracking and Workflow
  • We created several custom applications that are specific to tracking raw material usage that is very helpful in our business
  • We created several sales tools that link front end applications to back end application (product websites and sales tools)
  • We have workflow for tracking sales programs to ensure none can be oversold
  • Branding with our customers is greatly enhanced with a common branding effort of all customer facing documents
  • Communities (customer facing portals that allow for collaboration)
  • Additional Social usage and tracking with marketing cloud and Radian6
  • Mobile Apps via Salesforce1 branded as our company

Salesforce Support

They have excellent response, we also are subscribers of their premium services. Occasionally, they do pester you to close a case before you ar ready to but they do escalate and work the case well.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
None
Yes - It is great offer, it allows access to tier two support and additional training and support offerings. You can access online trainings that can assist your teams in obtaining certifications.

Using Salesforce

The system has been refined over the years to be very useful to Sales, Marketing and Support staff alike.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Account Management
  • Reporting
  • Custom Development
  • Opportunity Management
  • Advanced reporting
Yes - Very nicely

Salesforce Reliability

Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.