The Wonderful World of Salesforce
John Hilburn | TrustRadius Reviewer
November 14, 2017

The Wonderful World of Salesforce

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Force.com

Overall Satisfaction with Salesforce.com

Salesforce is used across the company as a point of reference, but the most concentrated use comes from sales, marketing and customer success. It addresses our need to have a one-stop shop for anything and everything regarding our customers. Whether it be product suites, business needs, metrics and anything contractual.
  • Salesforce nails the reporting suite. It's so robust and refined, that it makes my job 10 times more efficient.
  • Task and recurring meetings. I love logging in everyday and knowing exactly what I have lined up for the day, or at least an idea of it. This helps me organize my calendar.
  • Notes, emails, plugins. I love being able to take notes directly into the Account/Opportunity, and then in turn send emails directly to the client from there as well. Also, if i'm in my work email, and I email a client directly, I can then easily attach said email into my Salesforce account via one easy click.
  • Reporting. At times it's a little too robust, and can lack certain intuitive features, especially when it comes to filters.
  • Drag n Drop. It would be great to be able to drag and drop a file directly into an Opportunity or Account.
  • It's helped me keep a pulse on my customers, as well as organizing my engagements with them, thus reducing churn.
  • Allows me to house all information and documents related to clients in one space, therefore reducing the need for multiple different products that lead to one end.
I have used Totango in the past to help manage my client base in the CSM world. While it's a great tool, and it's UI is very flashy, when it came down to it, it just didn't have the essential tools I truly needed. I wasn't able to send emails directly from my accounts, which made interactions harder to track.

Reporting is there, but it's nowhere near as robust as Salesforces. Lastly, at the time I was using Totango, you couldn't attach documents to an account, which you can imagine was a bit of an issue.
Salesforce is amazing for many scenarios, pretty hard to find one that doesn't fit. It's great if you are an executive who needs to know everything about an account prior to a meeting, but doesn't want to have to look in a million different places. If you are a sales rep, and you need to know how many opportunities you've created or what's in your pipeline, your dashboard has it.
Say you are a customer success manager, and you need to find out when or why a certain customer churned, theoretically it's all there in the opportunity. You should have their entire history, products suites, surveys and any supporting notes and documents.

The only scenario I don't think SFDC excels in would be utilizing it as a ticketing system. There are just too many systems specifically geared to that industry that have it more built out and user-friendly.

Salesforce Feature Ratings

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