Powerful software with a lot of potential
November 29, 2021

Powerful software with a lot of potential

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

Software Version

Enterprise

Modules Used

  • SalesCloud

Overall Satisfaction with Salesforce.com

We are using Salesforce.com as a customer relationship management software. We moved our email marketing over to Salesforce, and are in the process of adding our event registration, customer support/frequently asked questions (we provided answers to basic home and gardening questions), and other services to Salesforce. We want everything in one place so that we have a holistic view of our audiences and one platform for employees, streamlining processes and being more efficient while also better serving our audiences.
  • Customer relationship management.
  • Data insights.
  • All services in one software.
  • It's complex, learning it isn't intuitive for our new users.
  • Onboarding is labor intense (e.g. dedicated personnel).
  • There are add-on softwares in order to get all the solutions we need.
  • We can bring all our services into one software (email marketing, registration, etc.)
  • It is more powerful than other CRM software we were using.
  • We have the ability to improve our marketing to audiences.
I've used the help feature and TrailBlazer community several times and always get instant support and answers, which is appreciated. There is also a lot of information available just by searching the previous conversations and the TrailHead modules and articles that have been written. Since it's used so widely, there is always someone that has already had the same question you do and can help.

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?

Yes

Did implementation of Salesforce.com go as expected?

No

Would you buy Salesforce.com again?

Yes

I think Salesforce is going to be a fantastic resource once we get fully onboarded and trained and are using all the features we want in our company. The problem is that onboarding is not intuitive and is very labor-intensive. After you make the agreement to purchase and settle on a price, they come back and recommend spending thousands more to have someone onboard for you. It's a hidden fee that isn't part of the original negotiations. In our case, we couldn't afford that right off the bat so the onboarding process is slower than expected, but we will eventually get there.
We have the Enterprise edition and that comes with support and have used it several times when we've run into issues with the self onboarding process. They have been very helpful. Additionally, I've also reached out to my sales rep and the higher education associate for our region and they are always very happy to help with anything we need.
The contract process was arduous. Some of that was because of the purchasing issues with our university, but as mentioned previously, we got a quote for a package and then they also recommended add-on fees. These were things we did not end up going with because we had budgeted based on the originally quoted amount. This has slowed down our implementation phase and meant we were paying for two CRM software for longer than I would have liked.
We have well over 12,000 contacts that we were managing in several customer relationship managers and list serves. We are bringing them all into Salesforce to streamline our user experience across the department and also bring our event registration over to Salesforce rather than having it in separate softwares. We are using it in higher education communications and marketing.

Salesforce Feature Ratings

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