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Salesforce for a 360 customer view
April 13, 2023

Salesforce for a 360 customer view

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

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Content
  • Knowledge
  • ServiceCloud
  • Community

Overall Satisfaction with Salesforce.com

Salesforce is used as CRM by all customer-facing departments including customer support, back office and Sales in addition to Marketing (via Pardot). We use below Salesforce objects: - Leads: to ensure all leads are captured from marketing and handed over to Sales - Opportunities: to track all the different stages until an opportunity is closed won or lost - Cases: using email to case functionality but also from web forms and registering phone calls as cases - Contacts - Accounts - Products and Assets The company used Salesforce across all countries in our division but visibility is country-based. We also use dashboard and reports to keep track of performance and financial KPIs Salesforce main advantage is traceability and transparency. It also enables to have a Customer 360 view
  • Traceability on who owns a record and who has modified it
  • Customer 360 view allowing easy handovers between departments
  • Includes a lot of great functionalities for big companies to enable collaboration
  • The Knowledge module can be improved. It is still limited compared to regular CMS. Still not possible to have a filter view per data categories
  • Using the Community portal also comes with a limited Community reply function that doesn´t allow text formatting. Very difficult to move staff away from emailing customers when this text box is very poor
  • Rigidity when you work in a big organization with same template. It needs to be a one fits all instance and the local needs are deprioritized because SF doesn´t allow customization
  • Split of permissions based on roles allows separation of duties
  • Happy customers due to fewer queries missed in an Outlook inbox. If a representative is on sick leave, someone else can take the case and not make the customer wait
  • More transparent distribution of commission on sales as opportunities is a traceable process
I think Salesforce is a great tool for medium to large companies with multiple departments and large teams. It enables cross department and cross country collaborations and has several different integrations that make life easier, for example, we have a CTI integration that ensures the number identifies the caller to save time to our reps. Salesforce is indeed built in a way that closing a case requires a lot of steps you don´t need when working in Outlook but it is well worth it when you actually use the data for performance improvement and identifying root causes. I would totally recommend Salesforce also for Trailblazer which is a great tool to learn about the modules you are interested in with a very good community

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?

Yes

Would you buy Salesforce Sales Cloud again?

Yes

I think Salesforce is great when you have an organization that aims to have a customer 360 view and wants to move away from old email forwarding to have a platform where all interactions are handovers are documented and well organized. Salesforce is great to track performance because you can work live reports and dashboards in-app and most times you don´t need to export sensitive data to an external party. On the other hand, I would not recommend the Knowledge module of Salesforce, it still needs to be further developed. Also, Salesforce can be very rigid, I guess this depend on the organization´s structure. I have used this platform in two different organizations and it was set up differently in both.

Salesforce Sales Cloud Feature Ratings

8.5
Customer data management / contact management
8
Workflow management
Not Rated
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
9
Quote & order management
8
Interaction tracking
8
Channel / partner relationship management
Not Rated
Customer Service & Support ()
Not Rated
8.0
Lead management
8
Email marketing
8
9.0
Task management
9
Reporting
9
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
2.3
Custom fields
3
Custom objects
2
Scripting environment
2
API for custom integration
Not Rated
9.0
Role-based user permissions
8
Single sign-on capability
10
Not Rated
Social data
Not Rated
Social engagement
Not Rated
8.0
Marketing automation
8
Compensation management
Not Rated
9.0
Mobile access
9

Using Salesforce.com

55 - This information is just for users of Salesforce in Scandinavian countries on our division. The number of users will be larger including the rest of the world. It includes users from Marketing, Inside Sales, Customer Support, Backoffice and Order processing.
10 - We have a team or around 10 people that cover support for all European countries and all divisions. However a local administration with less permissions that a system administrator is needed per department, per country for more daily operations requests from the standard users
  • Case management
  • Leads and opportunities
  • Reporting
  • Work orders: we are looking into the possibility of tracking services orders in Salesforce
  • Customer Community: moving away from email to case functionality to a cases generated via Community
Once you are using Salesforce it would be difficult to move to another platform