Item: Salesforce Sales Cloud
Rating: 8
Author: Hans Hong

Use Cases and Deployment Scope

Our entire business uses Salesforce.com to run customer-centric processes, sales, marketing, quoting, customer service, and field service. Because of this, it is actually very advantageous because everyone is using the same data and we can build entire business and customer processes around it. All of our associates have wide and deep visibility, and this is especially useful for customer-facing field teams (sales, service).

Pros and Cons

Declarative business automation
Accessibility on multiple platforms
Ability to design just about any sort of business process/automation you can imagine

Mobile apps and compatibility with their lightning components is sometimes lacking
Field service mobile app, while modern, could evolve faster with better offline capabilities
Performance and speed even on modern browsers and computers is sometimes not great

Return on Investment

Huge increase in leads (300%) from field service when we implemented it
Visibility and tracking of opportunity funnel in field service top-down
Increased productivity of about 10% in field service

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?

Yes

Did implementation of Salesforce Sales Cloud go as expected?

Yes

Would you buy Salesforce Sales Cloud again?

Yes

Other Software Used

Jira Software, Jira Service Management (Jira Service Desk), Oracle CX Commerce (formerly Oracle Commerce Cloud)

Usability

Lightning UI is rather flexible and helps users get the data visible they need quickly. It can be slow, however--especially if the pages are complex with lots of data to pull in. It is very nice to have the ability to conditionalize components based on criteria (user, record, or otherwise).

Support Rating

Sometimes it's very difficult to get through their first level of support. It's like they don't read your case notes and ask you to repeat yourself over and over. They have made improvements for us recently though, so I can't say it hasn't improved in the past year to year and a half.

Likelihood to Recommend

Running CRM, customer flows, just about anything is excellent. But it is still not really purpose built in ways that could replace a legacy or more expansive ERP system like Oracle. For example, invoicing and billing modules could be built in SFDC but would require some very heavy modification, whereas applications like Oracle and SAP already have an out-of-the-box ability to just hit the ground running.

Salesforce.com increases productivity

Software Version

Modules Used

Overall Satisfaction with Salesforce.com