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

Use Cases and Deployment Scope

We use Salesforce on our team to manage our highly confidential customer database. We store their contact information, notes from interactions and conversations, and details about the client and their needs or requirements. This platform allows us to keep all the data in one place, available on the cloud to be accessed from outside the workplace on the go. The reminder/task system is really helpful for working as busy individuals and as a team.

Pros and Cons

Cloud based storage.
Consolidate data.
Create a meaningful database that can be easily accessed.

A free trial would be extremely valuable to customers who are not able to commit to a full plan.
The pricing of this program is not priced competitively with other similar services.
Can be quite time consuming to maintain.
Not user friendly if you aren’t tech savvy/familiar with software.

Return on Investment

Increased our database with twice as much detail as our previous method.
We are 30% more likely to follow up with our clients due to the task system.

Reliability and Availability

So far our team has not had any issues accessing the cloud for information.

Customer Experience

Having these alternative resources available is great, so you may have other references to help you navigate an issue without having to submit a ticket and wait for a representative to contact you. A large customer base provides lots of support, but it is great to have one of their friendly customer service representatives walk you through.

Alternatives Considered

Insightly, Buildium and Hootsuite

Key Insights

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Adobe InDesign, Adobe Illustrator CC, Workday Payroll and Workforce Management

Likelihood to Recommend

This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.

Great for the organized and the forgetful!

Software Version

Overall Satisfaction with Salesforce Service Cloud