Salesforce Platform Room for Improvement

SS
Data Analyst at Wespath Benefits and Investments

Salesforce introduces a lot of products and sometimes rebrands them, causing confusion. They acquire products like W and retain their names, creating confusion in the market. This confusion isn't related to the product's functionality but rather its positioning and rebranding. For instance, what was once known as Community Cloud is now referred to as Experience Cloud. This can be confusing for business leaders. Regarding the product's functionality, I find it quite competent. 

We did encounter some issues with Einstein, specifically Einstein Discovery, which is Salesforce's tool for building machine learning models. While it offers out-of-the-box features, we faced occasional problems with it not running properly and had to seek support from Salesforce. There were also some bugs affecting the results. The features didn't always seem stable. The support we received was often delayed, which was frustrating. So, in terms of Einstein Discovery, there were some issues with stability. Our support issues were primarily related to Einstein Discovery. We were getting really late support.

So, there is room for improvement in Einstein Discovery. 

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ST
Vice President at a healthcare company with 10,001+ employees

The biggest challenge we had was the cost and the licensing, and we ended up getting an ELA, so enterprise licensing agreement. That took a lot of negotiations and a lot of pressure, however, we were able to get good pricing, the community licensing, and they bundled in Einstein. They bundled a lot of capabilities for us with the ELA.

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AS
Senior Project Manager at freelancer

The solution's UI is horrible. It looks like it is from the 90s, and that should change.

The only area that I would speak against Salesforce is over the fact that there are a lot of new releases, and if you as a user or a client or an enterprise are not aware of the schedule of the releases, then they may face disruptions in the services provided by the solution.

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Buyer's Guide
Salesforce Platform
February 2024
Learn what your peers think about Salesforce Platform. Get advice and tips from experienced pros sharing their opinions. Updated: February 2024.
763,955 professionals have used our research since 2012.
AK
Digital transformation director at Medmark

The general reports could be made easier in the Salesforce Platform. Generating needs extensive training to know the exact structure of the design. Whenever you search for something you need to know what are the exact fields that you need to view. It's not an easy process to learn.

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Devaiss Mohanty - PeerSpot reviewer
Premium Services Sales- CX Professional Services at Cisco

Instead of creating our own template, if we had some nice templates that we could pick up - if there were some Microsoft Word templates or Microsoft Excel templates in a repository in Salesforce, that would be great.

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MuriloCosta - PeerSpot reviewer
Sales Director at Bornlogic

What could be improved in the Salesforce Platform is the price. The platform is too expensive. The implementation time for the platform is also longer than expected, so that's another area for improvement.

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KrishnaKumar10 - PeerSpot reviewer
Director at Cyient Limited

Salesforce mostly offers a modular-based solution that may not be integrated. Therefore, a mini version of the overall CRM would be helpful for most customers. An application for small to medium-sized enterprises would benefit many tier-two and tier-three customers. In short, there is a need for a consolidated application rather than a bigger individual modular-based application.

An improved UX may be helpful in the solution's next release. However, I cannot elaborate explicitly on the features that should be included in the next release.

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SJ
Head of IT at a non-profit with 201-500 employees

There are a few functions that I would like to see improved. The solution's rostering and scheduling, and payroll functionality need to improve.

We're working with all our vendors on issues that need to be updated and addressed to meet the changing business needs.

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Karan-Singh - PeerSpot reviewer
Account Executive at Speak Ai

The pricing of the solution is an area with certain shortcomings that need improvement since, right now, I am not sure if Salesforce Platform has any plans for start-ups or small businesses. If Salesforce can create a cost-efficient price plan for small businesses, it would be great.

The product should offer different price packages for different types of businesses.

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Ismail Shaik - PeerSpot reviewer
Technical Manager at Infinite Computer Solutions

Salesforce Platform is an evolving product. Salesforce Platform is a bit expensive compared to other CRM products, which is a drawback. Other than that, this product is evolving and adding new features. So they are trying to serve the needs of each and every person. The only thing I consider is that they are a bit expensive compared to other CRMs, so the price needs to be improved.

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Claudio Chalom - PeerSpot reviewer
Marketing Director at Berlitz Canada Inc.

I think that Salesforce can improve lead management when it comes to B2C. I would like to have more features specifically related to the B2C segment. The current process where you create a lead that's in the B2C segment and it creates an account makes no sense. 

In the next release, I'd like to see the opportunity to send text messages and actually call customers from Salesforce.

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NA
Marketing Communications Manager at a financial services firm with 1,001-5,000 employees

The back end really isn't user-friendly at all. In terms of data import, migrating data from, for example, a core banking system into Salesforce, we find it very difficult to do the mapping.

They need a proprietary tool that would allow for ease of integration into the environment. That's not just for migration. It's mostly for one-time loads when we need to get the deltas in. We need some sort of tool to make this easier.

The initial setup is complex. 

technical support is not very responsive. 

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ChrisTook - PeerSpot reviewer
NA Inside Sales Hub Manager at AMCS Group

I don't have any huge love for it. I don't have any huge love for most of the tech solutions I use. Working in software sales could be better.

The tasks, the reminders, and keeping myself on point, for example, in that sense, the forecasting could all be better. 

It could be maybe a bit more user-intuitive. I've been using the Lightning version for the last couple of years. There were a couple of features that were lost from Salesforce Classic to Lightning, though I recognize some of the improvements. 

Better UI and UX would be great. They should offer more help built into the platform itself. It would be really useful if, for example, in the reporting tab, I could have a little wizard or something which says, "Hey, this is your first time visiting the reports tab. Here are details and Youtube videos," et cetera. 

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GD
Senior Manager Software Development at a comms service provider with 5,001-10,000 employees

They have some limitations as a cloud solution. They need to open it up a bit and remove some restrictions.

It's a bit expensive. 

We are looking forward to seeing more AI in the future. 

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SZ
Senior Consultant and Analyst - Product Engineering Services at a computer software company with 201-500 employees

Companies prioritize quality execution and user convenience over pricing concerns. Their primary focus is on the platform's effectiveness and the positive impact it can make, as well as the time-saving benefits it offers. It's essentially a blend of both factors, striking a balance between quality and cost.

This platform is indeed on the expensive side. One notable aspect is that it offers a comprehensive range of fields and even allows for customization, enabling users to tailor it to their specific tasks and requirements. This flexibility extends to creating customized labels and columns in the backend, making it a highly adaptable and tailored tool. Overall, I haven't encountered any significant challenges.

Pricing could potentially be a deciding factor, but I believe it's unlikely to be a major concern for the company behind this widely used CRM platform. Despite the higher pricing, it remains the most popular CRM tool globally due to its extensive features and capabilities.

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AL
Associate at Workvisory Services LLP

The Salesforce team is building some intelligence into the Salesforce Platform, but it needs more automation. In particular, I want more analytics in the platform and the addition of AI-based models, for example, predictive feedback. The Salesforce Platform needs to be more intelligent and intuitive to make it a great solution.

What I want to add to the Salesforce Platform is the ability to organize and present information on the dashboards more intelligently, as that would be of great help.

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HM
Associate Lead Account Manager Full-time at a tech vendor with 501-1,000 employees

The solution is not completely user-friendly, but it is user-friendly enough to support our day to day work. The Lighting version could be more smooth. We keep opting for the Classic version because it seems that it is least likely to get stuck. The Lighting version needs to be faster and easier to be able to get the information that we want.

The reporting for Salesforce could also be approved. It is a manual process and it would be useful to have a guide or videos on how to generate reports or any other cool things that you could do with the platform.

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LB
Sales Development Representative at a university with 5,001-10,000 employees

I'd like some sort of automated cleaning functionality. The management of Salesforce could be quite a task. Old and unusable contacts can add up over time. If I could wave a magic wand, it would be to initiate a self-cleaning feature. 

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Surcel Stefan - PeerSpot reviewer
Industrial & Land Consultant at Cushman Wakefield

I think the interface should be enhanced and more user-friendly. Right now, it requires a lot of steps to operate it.

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Rahul Rupela - PeerSpot reviewer
Manager Strategy and Consulting at a computer software company with 201-500 employees

Some business functionalities could be improved.

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Emrah Uluisik - PeerSpot reviewer
Sales Manager at Destel Bilişim Çözümleri A.Ş.

We'd like to combine customers together. In Salesforce, every customer is unique and it's not possible to bundle them together effectively if they are from the same company or move companies, et cetera. 

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PeterQuigley - PeerSpot reviewer
Director of Sales at a tech vendor with 11-50 employees

I don't have any notes for improvement. It serves us well. 

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Abhishek Gautam - PeerSpot reviewer
Principle Product Manager at a tech vendor with 5,001-10,000 employees

Salesforce Platform could improve the UI and the responsiveness of their servers. The UI needs to be made user-friendly for all users.

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AY
Senior Solutions Architect at a financial services firm with 10,001+ employees

Salesforce Platform operates as a cloud system, and within our organization, numerous internal systems handle data processing. While real-time data retrieval is feasible through services, achieving real-time communication poses some challenges.

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Vishal Karanjkar - PeerSpot reviewer
Site Head - IOT NW Products & Solutions at Itron, Inc.

Salesforce Platform could improve by having better integration with Microsoft Azure. For development, we use Microsoft Azure and there was proper integration between the two solutions. We had issues with the customer and they were logged into the Salesforce Platform. We did not have any good way of integrating those issues into the R&D. The R&D mainly uses Microsoft Azure.

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DD
WWT at a tech services company with 5,001-10,000 employees

A company needs to carefully consider how they set up Salesforce in order to ensure it benefits them. 

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DL
Territory Account Manager at a tech vendor with 51-200 employees

Salesforce needs to be re-platformed, or re-architected, making it lighter. It also needs an easier code to work with.

Initial setup should be easier and faster. 

Personally, I do not see that much value in Salesforce.

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MK
Vice President - Customer Success at a tech consulting company with 5,001-10,000 employees

I would like to see the organizational details improved to make it less difficult to bring new clients on board.

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Pablo Lage - PeerSpot reviewer
Channel Sales Director at Quest Software

The interface could be more user-friendly and offer more customization.

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Buyer's Guide
Salesforce Platform
February 2024
Learn what your peers think about Salesforce Platform. Get advice and tips from experienced pros sharing their opinions. Updated: February 2024.
763,955 professionals have used our research since 2012.