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Salesforce

4.3 out of 5.0 (10 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.
  • 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The fact that you are looking at new systems means that your current system, and therefore your current processes, are outdated.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.


  • 4 out of 5.0, Reviewed

    Product(s): Service Cloud

    Easy to implement, easy to administer

    Overall Comment

    Excellent - great support, easy to implement, easy to administer (90% of what we need/use can be done out of the box, no custom code).

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

    Heavily consider purchasing and implementing Salesforce. The product is easy to implement and use. In the three years we've been using it, we have never had it go down or had any production issue. Their product releases are seamless and have not impacted our implementation. Salesforce continues to add functionality that is timely, useful and based on customer feedback.

    What do you like most about the product or service?

    Ease of implementation, administration, and making changes.

    What one thing do you wish the vendor did differently?

    Split their Dreamforce conference into and east coast event and a west coast event. Dreamforce is an excellent conference but with all the people attending, it is very overwhelming.

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

    Nothing - as stated it was easy to implement, getting tremendous value out of the tool, and adoption across our enterprise continues to increase.

    Integration & Deployment - Overall comment

    Easy and straightforward


  • 4 out of 5.0, Reviewed

    Product(s): Service Cloud

    Powerful platform with great innovation.

    Overall Comment

    Super powerful platform and highly customizable.

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

    Make sure you take the time to learn all of your options. The platform is very flexible, so knowing what you want and what's possible is important.

    What do you like most about the product or service?

    Anything I want to do, I can do, it just takes a litle bit a development. With that said, no other vendor can offer that type of power.

    What do you dislike most about the product?

    Not as modern in reporting capabilities. Ideally, we'd see more innovative reports and dashboards, but that just might be because we haven't purchased the Wave Analtyics package.

    What one thing do you wish the vendor did differently?

    Better focus on improving the end user experience, in terms of usability and modernity.

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

    We used a contiunous implementation approach, and so we've learned a lot since implementing. If we could go back, we would start out by architecting our business processes first, and then map the technology to the business processes.

    Service & support - overall comment

    We only have the standard support plan, so I'm sure Premier is better.


  • 3 out of 5.0, Reviewed

    Product(s): Service Cloud

    Include your development team.

    Overall Comment

    Salesforce has excellent support.

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

    Include your development team. Test your data prior to import. Don't let project managers manage your project. Control your end-users.

    What do you like most about the product or service?

    Salesforce has excellent support.

    What do you dislike most about the product?

    Cost of Restore.

    What one thing do you wish the vendor did differently?

    Insist on the deveopment team be part of the implementation.

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

    Include your development team. Test your data prior to import. Don't let project managers manage your project. Control your end-users.

    Integration & Deployment - Overall comment

    Bad overall project management on both sides.


  • 5 out of 5.0, Reviewed

    Product(s): Service Cloud

    Great technology and ease of use.

    Overall Comment

    I would use Salesforce in any and every support related service engagement.

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

    Use Salesforce certified partners.

    What do you like most about the product or service?

    ease of developing out of box solutions with point and click.

    What do you dislike most about the product?

    Some of the limitations enforced to steer you to more expensive offerings.

    Product capabilities - overall comment

    Great Product!


  • 5 out of 5.0, Reviewed

    Product(s): Service Cloud

    Large, global implementation in a short amount of time.

    Overall Comment

    Technical expertise and quick turn around of solutions to identified technical obstacles.

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

    Deploy quickly and focus on leading indicators to ensure you are driving value within the organization.

    What do you like most about the product or service?

    The product is extremely easy to configure and update. Realizing benefits from the 3x a year releases is very valuable.

    What do you dislike most about the product?

    How quickly governance becomes an issue.

    What one thing do you wish the vendor did differently?

    Was able to be onsite more often.

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

    Had more stick time with the agile methodology.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(10)
3.9

Timely and complete response to product questions

(10)
4.7

Pricing and contract flexibility (pricing and terms)

(10)
3.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(9)
4.6

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

9 - 12 months (<12)

I don't know


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

(8)
4.4

Ease of integration using standard APIs and tools

(8)
4.4

Quality and availability of end-user training

(10)
4.1

Ease of deployment

(9)
4.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(10)
4.6

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(10)
4.5

Was the support package worth it?

Yes

I'm unsure


Quality of technical support

(10)
4.3

Quality of peer user community

(7)
4.7
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(10)
4.9
Section
1

Additional Context

What was the nature of your involvement?

Implementation, Maintenance or other IT support

Development/Integration

Executive Sponsor

Vendor Management

Application Lead

Business Analysts

End User Support Manager

Functional Assessment

System Administrator

User Training

Analytics Team Leader

Business Analyst

Technical Assessment

Vendor/Product Selection

Other...


Why did you purchase the software or service?

Improve customer relations/service

Improve business process outcomes

Create internal/operational efficiencies

Improve business process agility

Drive innovation

Enhance decision making

Cost management

Drive revenue growth

Improve compliance and risk management

Reduce time to market

Improve supplier or partner relationships

Other...


What were the key factors that drove your decision?

Product functionality and performance

Breadth of services

Strong customer focus

Product roadmap and future vision

Pre-existing relationships

Strong services expertise

Strong user community


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

North America

Latin America

APAC

Asia/Pacific

EMEA

Europe, Middle East and Africa