Excellent product, very customizable but support can be better
April 13, 2021

Excellent product, very customizable but support can be better

Sebastian Pereira | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Modules Used

  • SalesCloud
  • Chatter

Overall Satisfaction with Salesforce.com

Salesforce is being used as a Sales tool to manage leads, opportunities, contracts. We don't use it too much as a CRM tool, at least to the extent we should. We integrate with DocuSign to manage contracts inside the Account and Contract objects.
We also use the "platform" part to develop a billing solution that integrates with QuickBooks.
  • Customization
  • Reporting
  • Integration
  • When you use custom objects, it can get really slow.
  • Reporting is great, but rely on Report Types and you can work with up to 3 objects at the same time.
  • Customer Support could be better for the cost of the license in the Professional Tier.
  • Helped order our sales process
  • Gave us a way to solve a long time problem with Billing
  • Its API allowed us to integrate with several systems and bots

Do you think Salesforce.com delivers good value for the price?

Yes

Are you happy with Salesforce.com's feature set?

Yes

Did Salesforce.com live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce.com go as expected?

Yes

Would you buy Salesforce.com again?

Yes

The Lightning components are a step forward to good usability for Salesforce. Classic felt outdated and ugly.
With the ability of Lighting components to reconfigure the screens, I can say that helps a lot to rearrange the data and present it to the users the best way possible.
The mobile version could be much better, it feels like just a visor for the web version lacks in my opinion of the usability of a mobile design.
The Professional version relies on its community and its documentation. No chat support, no phone support. And I think for 70+ USD/ user/ month, there should be some of those options available. Finding an answer in the community is not always easy to do. I had to go with a Salesforce developer or administrator to find answers that I think I should be able to find with support.
I think that maybe it is too much for a small organization, where the cost can be a problem. But is really flexible through its API, so a balance needs to be made when weighing pros and cons.
Also, if you are thinking of extending the capabilities like us using its platform, be aware that Salesforce developers are not easy to find, and they are very costly. Consider an alternative or think about extending it outside the system.
It is well suited for mid to big companies that need to manage a sales team, territories, permissions at data level, etc. It is very configurable but can have a steep learning curve for some people, and it is very recommendable to have at least one team member certified in Salesforce Administration.

Salesforce Feature Ratings

Customer data management / contact management
8
Workflow management
Not Rated
Territory management
Not Rated
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Contract management
7
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Lead management
7
Email marketing
Not Rated
Task management
8
Reporting
10
Forecasting
Not Rated
Pipeline visualization
9
Customizable reports
10
Custom fields
10
Custom objects
10
Scripting environment
9
API for custom integration
10
Role-based user permissions
9
Single sign-on capability
Not Rated
Social data
9
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
8