Item: Salesforce Service Cloud
Rating: 10
Author: Verified User

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

We had a very unique business problem that we had to solve for the government in Australia and in the aged care sector, basically bringing together the onboarding of new providers and then the compliance and monitoring management of the providers within the sector. We basically manage all of their onboarding and then also have used some of the customized objects within PSS to actually then also manage and report all of their compliance monitoring. And then as an output of that, all of our providers in Australia aged care providers then also use Lightning Cloud to basically connect on the system to basically provide us all their data so that we can do all the compliance and reporting compliance.

Pros and Cons

Pros

It's really good at the client engagement in terms of our client being the provider, we were able to basically natively build both a staff portal as well as a client portal, the client being the provider, and they basically connect simultaneously and seamlessly to provide all of their compliance data using things like the discovery framework for submission of all the reporting that needs that we have.
Using custom APIX code to basically generate all of the compliance ratings that then gets published on the external websites for the greater need of Australians to be able to see what the rating and the compliance management of their providers compared to the others that they have within the industry.

Cons

We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.

Return on Investment

Positive, absolutely the speed to market and being able to get the product out there. The continuous improvement that we've been able to deliver in terms of small incremental developments, moving from basically a more rigid homegrown solution that they had where the turnaround time was about six monthly releases. We've got it down to three monthly releases of hoping to go to one month releases very soon. So just that whole speed to market being government, I mean that is just a major improvement in terms of what they've been able to do.
I think the negative part was integrating it and the complexity we had in terms of integrating DevOps as a concept and being able to use the Salesforce DevOps tools to be able to get that all rolled out in their existing current, very structured and rigid environment. And that probably took us a solid year to get those processes up and running. But yeah, now that it's working, it's absolutely fabulous.

Reliability and Availability

Alternatives Considered

Pega Customer Service

Going back when this product was selected, they went through probably a two year evaluation process. We weren't personally a part of that obviously because we were on the implementation side, but they evaluated many products. Microsoft and Pega were the two main front runners competing with Salesforce, but obviously Salesforce came out on top. Most important for our customer was two things. One was the ease of use implementation, so the ease of use of implementing the product and the ongoing management of the product. And then also the roadmap that underpins it. Being government, they get a once in a lifetime amount of money to be able to replace their systems and they had to pick something that would actually, as part of their license agreements, have that ongoing commitment to enhancing and enabling the product for the future. And that's definitely one of the key reasons why they won and also because they had specific custom solutions like the public sectors, systems that were specific, specifically targeted for the health and the government within Australia.

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?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Likelihood to Recommend

The area where it's most suited is in the onboarding side of our workflow where you've got a new provider that wants to enter the market and basically we've been able to use straight out of the box PSS workflow and create that experience for them to basically go on register and then become an accredited provider. The area where we probably have found the most challenges is in some of the custom development that was based on the legislation, which is what you would expect, but where we basically had to sort of build a lot of customization in terms of the calculations and the interpretation of the data and the visualization of the data to meet the legislative requirements that came through from the government.

Salesforce Service Cloud Feature Ratings

Using Salesforce Service Cloud

Usability

N/A

Usability Pros and Cons

Pros	Cons
None	None

Comments

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Salesforce Service Cloud Review

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