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crm-customer-engagement-center salesforce All Markets > CRM Customer Engagement Center

Salesforce

4.1 out of 5.0 (17 ratings)

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We have aggregated ratings data on Salesforce but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): Service Cloud

    Best Practices would be strategic to our company and to Salesforce.

    Overall Comment

    Salesforce is a large organization and it is often difficult to get the Support needed on the product. This limits our abilty to leverage some of the latest features such as Salesforce SOS. It would be helpful if Salesforce had conulting engineers that could guide in best practices. For example, Knowledge Base - Best Practices would be extremely valuable to our business.

    What one piece of advice would you give other prospective customers?

    You need a strong internal Salesforce Administration team.

    What do you like most about the product or service?

    The Salesforce Exchange portal, the open architecture and ability to customize.

    What do you dislike most about the product?

    The out of the box look and feel is clunky.

    What one thing do you wish the vendor did differently?

    I will Salesforce performed Healthchecks without trying to sell to us.

    If you could start over, what would your organization do differently?

    We would create a loose coupling instead of the current, tight coupling of processes. Accounting/Finance people have profiles similar to a Customer Service Agent. Our implementation hides functionality if permissions are not granted. Instead, the feature should be displayed but disabled. Our implementation requires 3 full time Salesforce Admins.


  • 4 out of 5.0, Reviewed

    Product(s): Desk.com

    Support was very helpful as we implemented the CRM

    Overall Comment

    It's still very new.

    What one piece of advice would you give other prospective customers?

    Do your homework first before implementing. There's a reason you are migrating to this solution.

    What do you like most about the product or service?

    Mobility, flexibility

    If you could start over, what would your organization do differently?

    Applied more resources to cleanup the data prior to implementing.

    Service & support - overall comment

    this will streamline our processes

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): Service Cloud

    Customer Experience transformation with Salesforce

    Overall Comment

    Very responsive and brings experts to the table at key junctures to help customers

    Service & support - overall comment

    Very responsive support. Good at follow up

    1 of 1 peer(s) found this review helpful.


  • 4 out of 5.0, Reviewed

    Product(s): Desk.com

    It's all cloud based. Nothing to install.

    Overall Comment

    Works mostly well, wish it could be integrated with modules such as inventory, etc.

    What one piece of advice would you give other prospective customers?

    Shop around first.

    What do you like most about the product or service?

    Works mostly well, wish it could be integrated with modules such as inventory, etc.

    What do you dislike most about the product?

    Works mostly well, wish it could be integrated with modules such as inventory, etc.

    If you could start over, what would your organization do differently?

    Look at a different solution such as Remedy for service tickets.

    Service & support - overall comment

    Works mostly well, wish it could be integrated with modules such as inventory, etc.


  • 3 out of 5.0, Reviewed

    Product(s): Desk.com

    Need to improve data migration services and reports.

    Overall Comment

    Product is lacking reporting controls. Data migration services were unsatisfactory, took over 12 months to implement a 90 day plan.

    What one piece of advice would you give other prospective customers?

    If converting, take your time in preparing. Dont rely on the recommended third party that they will provide. In our case we ended up doing the conversion work ourselves.

    What do you like most about the product or service?

    It allows good insights to client support issues and allows us to manage response times.

    What do you dislike most about the product?

    We have to do manual exports of data into excel to see the metrics we want.

    What one thing do you wish the vendor did differently?

    They should do a mock conversion to prepare themselves or the client for changes that are needed in data layout.

    If you could start over, what would your organization do differently?

    Will provide sample data and look at sample output before full scale conversion. Made us hesitant to convert to the Salesforce tool for issue tracking.

    Service & support - overall comment

    Had to look at moving to another platform before we could get their attention.


  • 5 out of 5.0, Reviewed

    Product(s): Service Cloud

    An ever-expanding platform, only limited by my creativity, skill-set, and understanding.

    Overall Comment

    I've never before worked with a vendor where my account executive truly felt like a partner until working with Salesforce. The resources that are available are just astounding. The members of the Success Community are active and extremely helpful. Between the online knowledge base, the Success Community, developer forums, and Trailhead, it is probably the most well-supported product anywhere.

    What one piece of advice would you give other prospective customers?

    Don't just evaluate Salesforce from the standpoint of your current processes. What you do right now is given, in large part, by the limitations of your current system. The fact that you are looking at new systems means that your current system, and therefore your current processes, are outdated. Evaluate from what end results need to be produced, and how the platform can help you produce those results more efficiently. Also, don't just look at what it can do out-of-the-box. The strength of Salesforce is in what you can make it do, and how you can tailor it to your own vision. Take the time to think about where you want your company to be in 5 years, and how you want it to run. Take the time up from to re-evaluate every process and system, and come up with new ideas. Then re-evaluate again with those ideas, and see what new ones come up. When you start to get excited about the possibilities, that's when you call your account executive.

    What do you like most about the product or service?

    Automation tools. Support. Community. Customizability. Training materials.

    What do you dislike most about the product?

    Salesforce Lightning is still not applied to everything.

    What one thing do you wish the vendor did differently?

    With our company currently split between two orgs, and transferring licenses from the old one to the new one, the billing has gotten very confusing.

    If you could start over, what would your organization do differently?

    We actually did start over about a year ago. Our org was designed and implemented 7 years ago, and, like any system that old, had things that were clunky and outdated. Workarounds and changes had been stacked upon each other as our company grew, tools were added, and processes were changed. Our setup had a built-in problem with scalability for certain functions. With the new tools, clouds, and features that were becoming available, we decided it was time for a full re-imagining and re-design of our org. Due to the fact that we had Person Accounts turned on (which cannot then be turned off), and wanted to move to the standard Account/Contact model, we had to create a whole new org. Most companies would not have to do this. We transferred one license to a new org and began development. Salesforce turned on all of our current features for the new org, so we could do a full build and testing. Before the build/testing was complete, we acquired a competing company. The decision was made to stand up the acquired company in the new org, instead of the old. We went live before we were completely ready, and with a limited training of the newly acquired staff. This, of course, led to some mistakes and issues, but we were able to make fixes/corrections on the fly. The biggest thing I would have done differently, looking back, has a defined training system in place for everyone. The interruptions from constant questions, and the need to check the work people were doing was a huge productivity killer all around. I also would have made sure that I had proper validation rules set up, which I did not, before launching. While that was part of my plan, the sped up timetable pushed everything. Not prioritising the validation rules was a mistake I will not repeat.

    Service & support - overall comment

    service-support-overall-comments

    Integration & Deployment - Overall comment

    We have a complicated implementation which also involves new products (Wave, Field Service), as well as 3rd-party applications (FinancialForce, Pardot), and a highly customised Community. We were live within 3 months, but our full target integration in being done in phases. Planned completion will be 15-18 months, with much of the work being done internally by one person.


  • 4 out of 5.0, Reviewed

    Product(s): Service Cloud

    Easy to use and very customizable with SF developers

    Overall Comment

    Salesforce has turned out to be a fantastic platform for us to build out business on. You can do much more with Salesforce than you think and with great Salesforce developers you can do just about anything. This has allowed us to make Salesforce the backend to our business and going well beyond being just a CRM.

    What one piece of advice would you give other prospective customers?

    You can do a lot with just configuration, but if you have a great Salesforce developer you can do just about anything you can think of.

    What do you like most about the product or service?

    How easy it is to scale, create workflows, and simplify processes.

    What do you dislike most about the product?

    Storage cost.

    What one thing do you wish the vendor did differently?

    Manage and charge for storage differently.

    If you could start over, what would your organization do differently?

    We might look at the overall architecture and make more connections to data from the beginning.

    Service & support - overall comment

    We don't have much need for support, but when we do they are responsive.


  • 5 out of 5.0, Reviewed

    Product(s): Service Cloud

    Delivering simplicity to complex processes.

    Overall Comment

    Delivering simplicity to complex processes.

    What one piece of advice would you give other prospective customers?

    Do not 100% trust your implementation partner, take Salesforce onboard to get the best out of the product.

    If you could start over, what would your organization do differently?

    More time and effort in requirements.


  • 5 out of 5.0, Reviewed

    Product(s): Desk.com

    Implementation was great

    Overall Comment

    Desk.com took a very manual process and automated it. Also, their implementation team was fantastic and went above and beyond what was asked while meeting implementation deadlines.

    What one piece of advice would you give other prospective customers?

    Do not self-implement. We had another one of our groups which self-implemented desk.com and it failed. Whereas the group that used desk.com's implementation services have loved it.

    What do you like most about the product or service?

    it's easy to understand.

    What do you dislike most about the product?

    hoping between old and new UI.

    What one thing do you wish the vendor did differently?

    Have all functionality in the new UI instead of having to hop between new and old UI.

    If you could start over, what would your organization do differently?

    So far, nothing.


  • 3 out of 5.0, Reviewed

    Product(s): Service Cloud

    The Salesforce Integration journey

    Overall Comment

    Their cost model is difficult to understand and therefore, they appear to be expensive but once an organization has invested in salesforce the higher end licenses bundle many of their offerings, therefore, it made sense to continue on the journey of extending and maximizing the use of the capabilities that have been purchased.

    What one piece of advice would you give other prospective customers?

    Be aware of the licensing cost, have a plan for integration, and understand that force.com is a platform that comes with robust functionality.

    What do you like most about the product or service?

    The ability to turn on functionality when the organization is ready without a major disruption to operations.

    What do you dislike most about the product?

    The cost model and invoicing.

    What one thing do you wish the vendor did differently?

    Do a better job of explaining their costing and invoicing to purchasers.

    If you could start over, what would your organization do differently?

    Choose to invest in an integration partner earlier to maximize the investment in enterprise licenses.

    Integration & Deployment - Overall comment

    We have decided to use a third party implementer because we lack expertise in implementing Salesforce among the employees.


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Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(17)
3.7

Timely and complete response to product questions

(17)
4.3

Pricing and contract flexibility (pricing and terms)

(17)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(16)
3.8

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

9 - 12 months (<12)

12 months or more

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(15)
3.9

Ease of integration using standard APIs and tools

(15)
3.9

Quality and availability of end-user training

(17)
3.8

Ease of deployment

(16)
4.2
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(17)
4.2

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(16)
4.2

Was the support package worth it?

Yes

I'm unsure


Quality of technical support

(16)
4.0

Quality of peer user community

(13)
4.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(17)
4.5
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Executive Sponsor

Implementation, Maintenance or other IT support

Vendor Management

Development/Integration

End User Support Manager

System Administrator

Analytics Team Leader

Application Lead

Business Analysts

Functional Assessment

User Training

Vendor/Product Selection

Business Analyst

End User Computing Stakeholder

Technical Assessment

Technical assessment

Other...


Why did you purchase the software or service? Multiple responses allowed.

Improve customer relations/service

Improve business process outcomes

Improve business process agility

Create internal/operational efficiencies

Drive innovation

Enhance decision making

Reduce time to market

Cost management

Drive revenue growth

Improve compliance and risk management

Improve supplier or partner relationships

Other...


What were the key factors that drove your decision? Multiple responses allowed.

Product functionality and performance

Strong customer focus

Breadth of services

Product roadmap and future vision

Pre-existing relationships

Strong services expertise

Overall cost

Strong user community


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Latin America

Asia/Pacific

Europe, Middle East and Africa

APAC

EMEA