Item: Salesforce Service Cloud
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use it primarily for our insurance brokerage team to manage their pipeline for new business and renewal applications, to manage their emails/interactions with our clients, and to change the statuses of the applications. Additionally, we also use it as a data storage for additional documentation and compliance related items

Pros and Cons

It is organized, the Kanban view is useful
The interface can really be customized
The communications system inside Salesforce is helpful and you can tag and notify your teammates

Because the interface is so customizable, it can be difficult to know where to look for different settings
The support team could be more responsive, depending on what type of package you purchase they can take long to respond
It takes some time to ramp up use of the platform and lots of internal tutorials to our brokerage team as admins

Return on Investment

We are saving hours from our Brokerage team, who was originally using the CRM/email app Front, as things are much more organized through salesforce
There has been some negative impact on our engineering team's capacity, who had to get quite involved with setting up Salesforce due to its complexity and ability to customize
Our customer success team was able to bring down the SLA times slightly, about 15 minutes faster in terms of response times to customers

Reliability and Availability

They aren't super available and depending on the package, they can take quite a long time to respond. We experimented with their premium package which involved super fast Salesforce support but once that trial period ended the Support turned out to be quite slow

Customer Experience

The primary use case is that the documents and requirements can be seen directly in the same interface that we communicate with and email customers with. Because they are all in one place, our brokerage and customer success team can speed up their response times, as well as see any previous threads that we had with this customer in question

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of Salesforce Service Cloud go as expected?

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Sigma Computing

Likelihood to Recommend

It is very useful in having all your things in one place, being able to filter through them, and managing your pipeline this way. Where we found some additional problems was syncing Salesforce bidirectionally with our internal tooling, because there was a lot for our engineering team to build and get involved with, which isn't necessarily ideal in our use case.

Salesforce is Customizable and Useful but Has Flaws

Software Version

Overall Satisfaction with Salesforce Service Cloud