Salesforce Sales Cloud Review

Simple, intuitive, user friendly software with certain challenges in digitizing complex business processes around CRM


What is most valuable?

Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple & smart analytic dashboard

How has it helped my organization?

User Adoption has improved a lot resulting in improvement of Data quality & ROI of Software.

What needs improvement?

Need to make complex CRM processes as Out of Box features, Address interface challenges between Salesforce and On-premise enterprise Software, Lot of dependency on affiliate software such as Service Max & Marketo

For how long have I used the solution?

7 years

What was my experience with deployment of the solution?

Digitizing complex business process around Sales (Multiple layer of approvals), building complex dash board consolidating Sales, Marketing data (Marketing ROI), building interface between Salesforce and On-premise enterprise software.

What do I think about the stability of the solution?

Yes. In Data synchronization & Replication.

What do I think about the scalability of the solution?

Yes, when we moved beyond 3000 seats, we had challenges in meeting some Performance & Scalability standards.

How are customer service and technical support?

Customer Service:

I would rate them 7 out of 10.

Technical Support:

I would rate them 6 out of 10.

Which solution did I use previously and why did I switch?

Yes, I used Siebel & we switched to have better user adoption and better manage the cost of ownership of CRM software.

How was the initial setup?

Initial setup was easy however we faced a lot of difficulty when we tried to interface it with other enterprise applications.

What about the implementation team?

Our business was a mixed one i.e. combination of in-house & vendor team. Initially, we had a lot of challenges in terms of scaling up vendor team.

What was our ROI?

Unfortunately, we don't have a comprehensive way to capture ROI however we can observe both tangible & intangible benefits of using Software (Better user adoption, simplified data entry, better decision making through alerts of software, etc.)

What's my experience with pricing, setup cost, and licensing?

Setup cost was way higher than expected. We spent close to $1.5 million on setup including interfaces for 3000 seats. Our d-d cost is approx 900k.

Which other solutions did I evaluate?

Yes, we evaluated SAP CRM, Oracle On-demand and Siebel

What other advice do I have?

I strongly recommend it for a small to mid size company.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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