Salesforce Service Cloud Review

It allows management to make accurate forecasts of sales by the end of the month, quarter, and year.

What is most valuable?

  • Reporting
  • Forecasting
  • Adding document templates
  • Email tracking
  • Integration with Marketo

How has it helped my organization?

Salesforce provides a really good overview of the pipeline and the stages of each sale. This allows management to make accurate forecasts in terms of what will come in by the end of the month/quarter/year.

What needs improvement?

They need to improve the email integration with Outlook. At the moment the plugin is very unstable, and crashes from time to time. The only other option is to include a Salesforce email address into BCC, which isn't convenient.

Also, I’ve not checked for a while, but for a long time Salesforce didn’t have a very good mobile app, at least not for Android. If they could build a proper one with the same functions as the desktop version, that would be really cool!

For how long have I used the solution?

I've used it for four years in total.

What was my experience with deployment of the solution?

No, but I wasn’t the one conducting the deployment.

What do I think about the stability of the solution?

Other than the occasional slow response, which was probably caused by bandwidth problems on our end, the system was always robust and stable.

What do I think about the scalability of the solution?

Not really. As our organization grew, we were able to add more users to the system without any issues.

How are customer service and technical support?

Customer Service:

I’ve never had to use it, so I couldn’t tell you.

Technical Support:

It’s pretty good. I’ve not had to use tech support as such, as I’ve found all of the answers to my questions on the Salesforce community forum.

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

Previously we used a very old CRM system called Goldmine. We switched because Goldmine offered no reporting tools whatsoever. The managers, to get an overview of the deals that were due to close that month, had to have a daily check with every member of the sales team, and then compile a list of deals closing that month. Also, the interface of Goldmine wasn’t really that great. The entire system was becoming too primitive for our organization as it grew.

How was the initial setup?

No, nothing complex about the initial setup. I registered the account, and started using it.

What about the implementation team?

We had an in-house consultant who did all of the implementation, and customization of Salesforce for us.

What was our ROI?

It's hard to tell, as the biggest ROI was the time saved in terms of reporting, ease of creating views and reports, generating quotes, and monitoring the progress of every sales cycle.

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

We had an enterprise site license, so it covered all of the users.

Which other solutions did I evaluate?

No, not really. We had known about Salesforce for while, so when the question was raised that we needed a new CRM system, Salesforce was chosen by default.

What other advice do I have?

It’s a great product, highly customizable and flexible. My advice is do it, but make sure there is someone either from Salesforce or one of your own IT guys, who can customize the system for you.

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