Item: Salesforce Sales Cloud
Rating: 9
Author: Vítor Hugo Pacheco

Use Cases and Deployment Scope

We're using Salesforce all across the organization so we're able to keep track of all leads, opportunities, converted and non converted customers.

It gives us a clear view of all the steps of the sales funnel and a 360º view of the customer journey, providing our business valuable feedback so we can correctly direct our sales and service efforts.

Pros and Cons

Keep track of a lead lifetime event
Great analytics
User friendly interface

Interface gets a little slow sometimes when working on multiple tabs
Too much functions that are not customizable
Expensive

Return on Investment

Keep information simple easy to find
Long deploy time
Cusotmer Centrix Organization

Alternatives Considered

Oracle Siebel CRM

Salesforce stacks up against other CRM tools when keeping track of customer's contact and contract information for several different products and services. Salesforce provides a unique experience when it comes to following cases submitted by customers, interactions with digital products like self care or even our website.

Also, reports are unique and they are critical for us to make decisions about content and about processes strategically.

Key Insights

Do you think Salesforce Sales Cloud delivers good value for the price?

Yes

Are you happy with Salesforce Sales Cloud's feature set?

Yes

Did Salesforce Sales Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Sales Cloud go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce Sales Cloud again?

Yes

Other Software Used

Talkdesk, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Salesforce Marketing Cloud Email Studio, Salesforce Marketing Cloud Interaction Studio (formerly Evergage + MyBuys)

Usability

It is well designed from the user perspective and "clickable", turning sown the learning time needed to set a user able to fully interact with Salesforce.

Also, we can customize the layouts, screens and tabs so that we can focus the attention of the user where we want to put them.

Support Rating

Just used the web available support because I don't interact directly with Salesforce support and information is easy to find.

I also take advantage of the training content available and sandboxes for the training part.

Likelihood to Recommend

Salesforce is an almost ready-to-use tool when we're talking about a B2B web-based business, the structure of leads, contracts and interactions is well designed for this purpose.

However, if you run a B2C "old fashioned" business it needs a lot of customization so your customer journey/roadmap is well designed.

Using Salesforce made my day!

Software Version

Modules Used

Overall Satisfaction with Salesforce.com