We performed a comparison between Salesforce Sales Cloud and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."I like that Salesforce is ERP agnostic. In the past and at different companies, I have implemented new or replacement ERPs. It's best in class. I like that it's a SaaS. I like that it can work on any device—any Windows, Android, or Apple device."
"It has custom fields and custom reports which can align to our business objectives and marketing focus."
"The solution can scale massively. I've been quite impressed."
"Salesforce Sales Cloud is very user-friendly, and simple to create dashboards and extract the reports. Additionally, it integrates well with other applications."
"Salesforce Sales Cloud is a stable solution."
"The dashboards and dashboard customization are great."
"This product is lightweight."
"This solution offers a good user experience. It is easy to learn and use, even for those who are using it for the first time."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"It's a cloud tool, so it is easy to set up."
"The product's initial setup phase was straightforward."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The complexity of the solution is very less."
"The cost of this solution could be improved."
"Amount of storage provided is limited."
"The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an error stage."
"I would like to see licensing fees reduced in the next release."
"It is very clunky. Its interface can be more user-friendly. There is always way too much information going on in Salesforce. It puts too much on your screen. It gives you every piece of information in the world, whereas I need less. It would be nice for it to be cleaned up a bit."
"The solution's design could be improved."
"Salesforce is a powerful tool and you need specialists to create or to develop new functionalities. It is a difficult platform to learn to manage and you need years to know the whole product."
"The licensing price could be cheaper."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."
"The product's high price is an area of concern where improvements are required."
"Salesforce Service Cloud's report functionality could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The integrations with other solutions can be improved."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 38 reviews. Salesforce Sales Cloud is rated 8.4, while Salesforce Service Cloud is rated 8.6. The top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI.
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While SalesForce CRM is not offered only as a CRM product but a SaaS platform for any business and offering solution in the similar lines. You also get Mobile platform and you are at least few years ahead of other CRM application available today in the market technically. Functionally there are cons for Salesforce where other product weigh better, but there is always a workaround for the requirement and the they offer apps in the marketplace allowing users to deploy custom solutions which the user might feel apt for their organization.
We service many clients that use SalesForce.com and Microsoft CRM. We concur with Gartner's finding that both of these platforms are feature rich and can be customized to fit many business models. In our opinion, for most applications, these two solutions are a great fit. In many cases we find that where clients are unhappy with their solution it is because it hasn't been configured or customized to fit their business process and has nothing to do with the platform itself. The platforms and technology are maturing but it takes the right partner to configure the system correctly based on a clients business needs,
I have used RightNow CRM, Sugar CRM, and SalesForce . All three have their positives and negative points. While I have not fully explored the capabilities of all, I offer these observances.
RightNow is by far the best platform if the focus of your CRM is technical support. Sugar CRM support case mechanics are very basic. SalesForce is only slightly better from a usage perspective but does support advanced workflows and rule functionality. RightNow is rooted in support and it shows in most of the key usability areas. First and foremost, the RightNow application displays support case threads in a single scrollable pane with an intuitive UI allowing the user to see attachments and timelines along with internal notes. RightNow handles case updates via a web portal or via email seamlessly to customers and the user. SugarCRM does not support email updates at all. SalesForce email updates are all viewable individually, but while viewing a single update, you can’t see the previous updates, so following the conversation is difficult. This is especially painful if the user is collaborating with other users on the case as it is necessary to read through all the other updates and comments separately.
The RightNow knowledgebase is also superior to the SalesForce solutions in that the content can be much more dynamic and easily ingrained into the support process allowing users to search content for internal as well as customer facing consumption. Sugar CRM offers some KB functionality, but it is definitely third tier.
From a sales perspective, SalesForce is unsurprisingly the leader here. Lead creation is simple and conversion to opportunities and customer records is intuitive. The simple contact and account merge functions built into SalesForce are invaluable when dealing with issues caused by multiple roles creating the same record with slight variations. Sugar CRM supports the sales function well, but the usage is less intuitive than SalesForce and capabilities for advanced features such as pipeline and forecasting don’t quite match up. My experience with the Sales functionality of RightNow was brief so I cannot offer a full comparison there. All three platforms offer MS Outlook plugins for tying in Outlook emails to CRM. SalesForce offers an “Email to SalesForce” function which allows a user to BCC an email address associated to his/her specific account. When the email is received, it is associated to the contact record and account of the recipient. This is a very convenient way to keep communications tied in to SalesForce and is platform independent, so Gmail or other platforms can use the feature without the need of a plugin.
Marketing is addressed strongly by all three platforms allowing for email campaigns and integration into sales and other efforts. SalesForce users will likely require a third party add in to perform advanced marketing campaigns. Sugar CRM had some limitations as well that may be addressed by third parties.
SalesForce also dominates the field when it comes to third party support and integration. This is good and bad. It’s good because it fosters competition and allows SalesForce to focus on the core platform. It’s bad because any shortcomings of the application tend to be schluffed off by SalesForce with a response of “There’s an app in the App exchange to handle that” Focus on usability items that don’t fit an easily addressed niche are not addressed. Those not interested in managing a CRM package and a herd of plugin applications have to either live with default functionality or build their own.
All three platforms support custom programming and object definition.
Sugar CRM is PHP based and offers a great deal of flexibility so long as the internal resources can maintain and support it. A strong PHP shop may wish to use the self-hosted platform to avoid any constraints the hosted service applies. When I last used RightNow, the application split between a .NET user application and end user pages served via PHP/Javascript/HTML. So you needed two skill sets for customizing depending upon which side you were working. Customizing the user experience was non-trivial and required a lot of massaging of .NET packages. SalesForce allows pretty easy customization of the user experience both via built in configuration as well as support for “Visual Force” pages. SalesForce includes in-application editors but falls short in supporting serious development via an external IDE. Their Eclipse plugin requires exclusive use of JDK 1.6 and fails with other versions. Not a unique Java issue, but detrimental to those developing for other platforms as they need to customize their Eclipse environment to SalesForce needs. Since Sugar CRM and SalesForce users access the app via a browser, customizing the user experience is more straight-forward.
In summary, Sugar CRM doesn’t master any area of CRM, but for those with lightweight needs and low budgets, it certainly does the job. Organizations with involved support processes and call centers will find RightNow to be the platform of choice. However, small organizations need not apply as their sales team has no time for them. SalesForce is optimal for the sales centric organization and is flexible enough to make most other functions workable. Third party integrations such as DocuSign and other marketing and sales add-ons offer a wide range of functionality options. Be aware of the limitations between editions and note that Enterprise edition is necessary for a full range of capability and compatibility with many of the add-ons.
I have been using Salesforce.com for the past 4 years and have had an extremely positive experience. It not only allows you to store and manage customer data, but also to collaborate with colleagues and share questions and ideas. In addition, I find the reporting tools to be invaluable.
Regards,
Zoe