Who Uses This Software?

With Salesforce's multi-tenant cloud computing model we can serve the needs of companies of all sizes, in any industry. Our customers benefit from a shared main framework, while maintaining privacy.


Average Ratings

10424 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $25.00/month/user
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Salesforce
  • www.salesforce.com/ca/products/sales-cloud/overview/
  • United States

About Salesforce

Sales Cloud is a customizable CRM platform that grows with you. Get real-time customer information and activity in one place, plus insights with dashboards and reports. Connect to thousands of business apps to extend your CRM to every department. Or choose Salesforce Essentials for small businesses to manage customer relationships and grow faster. It's easy to set-up, easy to use and grows with your business. Use customer insights to prioritize intelligently and spend your time where it matters.


Salesforce Features

  • Calendar/Reminder System
  • Document Storage
  • Email Marketing
  • Internal Chat Integration
  • Lead Scoring
  • Marketing Automation Integration
  • Mobile Access
  • Quotes/Proposals
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Client Tracking
  • Contract Management
  • Forecasting
  • Project Management
  • Quote Management
  • Sales Management
  • Scheduling
  • Time Management
  • Audience Targeting
  • Campaign Management
  • Marketing Automation
  • Medical History Records
  • Patient Communications
  • Patient Management
  • Physician Management
  • Predictive Analytics
  • Auto-Dialing
  • Call List Management
  • Call Recording
  • Campaign Management
  • Dashboard
  • Data Management
  • Lead Capture
  • Lead Distribution
  • Lead Scoring
  • Performance Management
  • Activity Tracking
  • Campaign Management
  • Lead Capture
  • Lead Distribution
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Source Tracking
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal
  • Collaboration
  • Contact Management
  • Content Management
  • Document Management
  • Goals / Quota Management
  • Lead Management
  • Meeting Management
  • Performance Management
  • Presentation Management
  • Proposal Management
  • Territory Management
  • Training Management
  • Call Management
  • Campaign Management
  • Channel Management
  • Commission Management
  • Contact Management
  • Contract Management
  • Customer Database
  • Email Marketing
  • Field Sales Management
  • Lead Management
  • Opportunity Management
  • Performance Metrics
  • Proposal Generation
  • Referral Tracking
  • Sales Forecasting
  • Territory Management
  • Competitor Analysis
  • Correlation Analysis
  • Dashboard
  • Dynamic Modeling
  • Exception Reporting
  • Graphical Data Presentation
  • Modeling & Simulation
  • Performance Metrics
  • Sales Trend Analysis
  • Statistical Analysis

Salesforce Reviews Recently Reviewed!


SalesForce + Pardot = Winning Team

Jan 30, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The ability to customize really makes SalesForce its own beast. I've worked for two companies that have used the software, and both looked very different, yet still intuitively the same. I like that if there isn't currently a solution for you, there are add-ons and plug-ins that can be fitted into your experience to make it an extremely tailored solution for a wide range of companies. Not only that, the customer support staff have some great tools at their disposal that give you an even deeper dimension of control, should you be unable to quite round the edges for your perfect fit. I like the seamless integration with Pardot. In addition, with Pardot's automation platform, you can literally save hours' worth of work as contact/prospect data can sync in nearly realtime, depending on the rules you've set up. If all this sounds perplexing, don't worry too much, as Salesforce has an amazing onboarding team that will work with your designated admin staff to utilize most of the software package from nearly any education/experience level.

Cons: There are some frustrating limitations with reporting in Pardot, and sometimes SalesForce integration with plug-ins can be a bit of a hassle if they weren't set up during the initial onboarding, but overall these are speedbumps at worst and don't detract from the overall experience enough to really worry about.

Overall: My current company had been using Constant Contact before I arrived, and it was poorly managed... a huge mess, even... partially due to the staff being unable to coordinate, and partially because the software was a bit clunky. I was brought on during the SalesForce onboarding process, and 36 months later, with very little management efforts from our marketing/BD staff, our data is standardized, uniform, and easily accessible. Emails are scheduled to go out once a week, months in advance, based on templates first developed by our onboarding process, and we have been able to shift our marketing staff to more analytical projects that have given us the edge we needed to be on track to make our profit-sharing bonus numbers for the first time in years.

Capterra loader

Powerful Platform With Incredible Features

Nov 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It can be customized to fit almost any use-case

Support is helpful and enthusiastic

It has a vast range of features

The extensive training available in Trailhead

Reporting capabilities are deep

Importing records is fairly simple

It has a massive range of integrations with other software and services

No automatic email reply capture

Cons: The learning curve is steep

It's incredibly complex, and it can be difficult to fully take advantage of it

It's hard to take advantage of some functionality without spending money on other solutions

Some simple functions are tedious to perform

The interface isn't always intuitive

Switching between Lightning Mode and Classic Mode to perform tasks is annoying

Overall: Salesforce has been the single most valuable tool for us in tracking prospective students through a funnel, communicating with them across channels and tying together the rest of our marketing stack.

We use the Higher Education Data Architecture platform on an Enterprise level instance of Salesforce through Salesforce's philanthropic Power of Us program. As a small, private religious institution of higher education, we need a CRM that allows us to customize contact profiles to an unusual degree, as well as automating basic tasks and integrating with our various other communication and tracking platforms.

Salesforce offers us unparalleled customization and allows us to combine analytics on mass emails, texts and website visits from our automation platform with individual emails, SMS, notes and phone call logs. We can analyze data not just about locations and high schools, but also about churches and youth conferences. It's also a useful tool for communication, and has a terrific integration with Twilio for 1-to-1 SMS conversations.

We've found that the learning curve on Salesforce is steep. We took care of onboarding, set-up and training ourselves in order to save money on the fees, and have regretted it. I would strongly recommend getting professional help to tailor the platform to your needs from the outset.

Based on my experience, I would recommend Salesforce to anyone looking for a powerful CRM product.

SalesForce: very powerful, but make sure you're ready!

Nov 27, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Really allows you to track your customers/clients/members/leads and see the arc of their interaction with your organization. If you also use something like Pardot to manage emails and online forms, it will give you a complete life timeline for the individual and how they have interacted with you. Allows you to create a journey & experience based on their interactions with you and to give quick follow-up when someone shows signs of life.

The only caveat here is that you have to be ready to use it. That means more than just having people trained in how to use the interface, but making sure everyone is on board for how this kind of data can and SHOULD inform and change how you interact with your clientele. If you're used to getting back to people within 24 hours, you need to be ready to shift that to 20 minutes. If you're used to treating everyone the same, you'd better be ready to create drip/nurture programs based on behavior.

If you aren't ready to use it to its full capacity, it isn't worth the investment, but if you are able to use it the way it's meant to be used, it's incredibly powerful.

Cons: It has a steep learning curve. I've been using it for a couple of years now, and I know that I still have barely scratched the surface of what I could be able to do, but I don't have time to devote to just learning SalesForce when it's not my core job. Definitely recommended for larger orgs where you can have a team devoted to support. Also, I hate the way they continually try to sell you new add-ons to the core product.

Overall: We're a union, so we have a little bit of a different situation than a lot of businesses who use Salesforce, but it's been incredibly helpful in allowing us to build an internal leadership structure where we can show the relationships between our members. It has also allowed us to track member activity & engagement in some very powerful ways, and to track the work of our organizers and representatives.

Capterra loader

Top-Shelf and Well-Worth the Price

Nov 23, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Packs a punch in features that can be turned on and turned off as needed when business trends and sales needs change. Worth the price as a stand-alone sales CRM and sales tool for a small business with just a handful of reps while at the same time being equally effective as a platform for a company with 1000+ sales people that want integration between multiple departments. Excellent security against both outside and inside threats and manipulation. User definition fields so numerous that it allows for unique user roles for every employee on the system if desired.

Cons: Like most software tools, sf.com has a learning curve and there will be some in the company that are resistant to the change. If those people are not pushed and required to use the system completely it detracts from the overall benefit of the software.

The software is more expensive than its competitors - many times significantly more expensive. Also the packages start at the price for 5 users so if you are a small business with yourself and two employees, you will pay for 5 users even though you may only need 2 or 3 users.

Overall: I have had fantastic experiences with sf.com in several capacities including as sales manager and a front-line revenue producer (hunter). The software is very intuitive so tracking appointments, birthdays of clients, last conversations had (and all other last activities) can not only be saved but can be set up with a time stamp/alarm for follow-up. As a direct sales contributor, sf.com was the only tool I needed to be successful and is comprehensive in its ability to keep an eye on the business. All quotations can be done through the software and the metrics from each quote go into "the system" so that pipeline reports by sales person, group, region, or entire company can be seen and used as a management tool. Literally, I could go on and on about all the benefits of the software. If used properly any sales person should see increased revenue from adding this software as it is a time-safer and organizer.

Salesforce is Most Capable Platform

Nov 01, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The best part and worst part of being on the Salesforce platform is the ability to customize the tool to your needs. If you have a specific process, permission, security that you need to be able to accommodate, you will always have the ability on the platform.

The mobile app is great and is used most of our users. There are some areas for improvement, but overall great.

Salesforce also does a great job of implementing new features and changes based on their community feedback. The Ideaexchange is an amazing tool and SF does a great job basing their changes on wheat the people want.

Finally, TrailHead is the best in the business. The ability to self teach is amazing and SF does a wonderful job keeping all the moduels up to date.

Cons: The same thing why Salesforce is great with flexibility and customization also make things very difficult. The best way to describe this is Salesforce is a like a beautiful house on the outside. They give you the roof/doors/walls, BUT what you put in the house and how you arrange is all your own doing. This makes it difficult if you need a specific issue taken care of, you will need to reach out to a developer to accomplish unless you have one in-house.

Also the App exchange although very great, can get very expensive. A lot of companies make a living taking a Salesforce idea and perfecting, then selling on the app exchange. This can come in handy, but also at a cost.

Overall: Overall experience has been great. We have grown as a company at 30% percent since adopting. We launched on the Lighting UI and I highly recommend the same for anyone that is looking to launch the product. There are a ton of resources that will help with implementation which is great!

Capterra loader

CRM? Client Database? Candidate Tracking System? Well, Salesforce is the man!

Aug 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce powers both our business development, sales, and recruiting efforts in our company. Salesforce makes it easy for us to know what is the last stage of a candidate, what are the next steps he needs to take in his candidacy for a single position, and also if he has already been talking to someone else in our company.

Salesforce also makes it possible for us to know what was the last message we sent out to a single candidate or client. It is also great in terms of establishing relationship because we can customize HTML emails as if we are sending a tailor-fitted email to a single person even-though it is just an email blast.

It is great as well in terms of driving sales and business development effort. We can keep track of the cadence of each possible client, and we can also indicate if they are set for a phone meeting or in-person meeting with our higher ops. The chatter is also great, and from time to time Salesforce gives us a snapshot of what we have done and what we are doing.

Cons: I really don't have a lot of bad experience with regards to us using Salesforce. Maybe one thing they can improve on is how their technical support works. Sometimes they are not that helpful, and they are not that trained enough in resolving each person's concern.

Overall: Salesforce is a great tool in managing clienteles and candidates. It is great in terms of managing client and candidate relationship and gives the ambiance that they are talking to a real person without sacrificing too much time. You can also open it everywhere - on app, laptop or computer because all you need to do is to download the mobile version and you can access it using any browser.

Capterra loader

A robust CRM that helps you manage your customers, track your performance and grow your business.

Jul 31, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I really enjoy how customizable Salesforce is, you can completely tailor each section, such as your page layouts for leads, contacts and accounts to display the data that matters to your business. The software allows you to create new fields, organize them how you'd like and even create automation tools to trigger workflows and email alerts based off of your entries. Outside of the native Salesforce capabilities is a massive app store called the appexchange that allows you to connect your environment with services such as MailChimp for marketing emails, DocuSign for executing contracts and more. Salesforce is not always simple but once it is understood it can be manipulated to fit any businesses needs. We love the report feature because we can pull information on all fields that matter to us in each section (tab) of Salesforce to measure our performance. If your reports often have a defined criteria and date range you can easily schedule email alerts to receive without having to pull manually.

Cons: The customer service is bad. Unless you are looking to upgrade your account somehow or purchase a new product you wont be able to contact anyone. You can purchase the customer service package but it is an additional amount. The package allows you to contact customer support via phone - without it you will need to submit a ticket which sometimes takes over a week to resolve. In my opinion no one should have to pay extra to receive quality service for a product they own. Additionally, Salesforce offers customers the opportunity to request fixes/updates to the service and vote on top priority items. I've seen these items often times sit in the queue for 3-5 years. When it's a change that the majority of your customers are demanding there needs to be some priority to that! I think some advice I'd give to Salesforce is to do a better job at not only pushing out new products but ensuring that after they are pushed out they are continuously being monitored and improved , not abandoned. We purchased Pardot three years ago and found that to be a huge mistake because it seemed to be abandoned by Salesforce as the moved onto Marketing Cloud and other ventures. There have been no improvements to Pardot (a Salesforce product) in the last 3 years - it has remained exactly the same even with all of the suggestions provided by customers. We also tried Quip (a Salesforce product) and found it to be similarly undone so decided not to go down that road again.

Overall: A hub for organizing our customers and tracking our performance.

Capterra loader

Best CRM in the market, without question. Learning curve to administer but well worth it

Jul 30, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Customizable - allows organizations to track anything and everything

Automation - easy to build workflows to automate repetitive tasks

Security - can control access to fields, records, or entire objects by user type. Access and security are vital and easily maintained and deployed

Innovative - Salesforce is consistently voted one of the most innovative companies in the world. Quarterly releases are packed with new features to support users and administrators

Community - the Salesforce community is incredible. Find answers from other users and administrators through Salesforce's gigantic communities.

Equality - Salesforce is a champion for equality and equity for all. It is important that we are partnering with a company that views equality as a core value.

Philanthropy - Salesforce has been committed to giving back since it was founded. Again, sharing the work with a partner that has strong values is an important business lever.

Training - hours and hours of free training exist at the click of a button. ANYONE can learn to administer Salesforce by using Salesforce Trailhead, their online training module.

Cons: Can be difficult to use and learn, particularly for administrators. Maintaining documentation is vital and is left to the organizational administrators without much advice from Salesforce. All the possibilities can be overwhelming for new users and administrators.

Overall: Automation of common tasks saved us time. Documenting conversations and tracking new data gave us the ability to work with the right person at the right time. 3rd party apps were easy to find and integrate into our business processes. Saved time by building drip campaigns during the recruiting process. Adding new fields meant we could be agile in implementing new ideas and pilot projects.

Capterra loader

Jack of all trades in the CRM world, yet, imperfect and expensive.

Jul 27, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: It's a very complex and versatile piece of software, there's a lot to like about it:

- it can be used for Sales and Service

- it is cloud-based and can be used by teams scattered around the whole world

- it can be customised to suit all business types, from selling companies to clinics etc.

- it has a very rich marketplace, if you did not find what you were after baked in, you will probably find it in the AppExchange

- it has a lot of integrations, e.g. email, CTI

- it is cross-platform, you can use it on phones, tablets, MacOS, iOS, Android, Windows, Linux

- it is very secure and has a very granular security options

- you have access to all your data, you can export raw data anytime you need it for security and migration purposes

- it has an insane deal of automation, you can apply a lot of automatic jobs, workflows, processes that will automate your daily tasks, allowing you to focus on the most important tasks for your business cutting down on the admin for the regular users

Cons: - first of all, it is quite expensive, on the other hand, building and using an in-house CRM can be even more expensive, before purchasing, however, make sure if you need all the bells and whistles, as you might just as well get a competitor's CRM that will suit your needs and will be cheaper

- complexity has its price, to configure all of this, you will need a bunch of well trained certified and experienced admins, employing incompetent admins will expose your business to unnecessary downtimes

- competent and experienced admins, on the other hand, are also very expensive and not necessarily easy to find

- Salesforce can be very fragile to changes, making a small change can sometimes cause a chain reaction immobilizing your business, every change has to be thoroughly tested in Sandboxes

Before deciding to use Salesforce I recommend doing a research to make sure your business will benefit from Salesforce's features. It is a great tool and can really help your business provided there is a good justification. Otherwise, you might be better off with something simpler.

SalesForce is amazing generally at what it does, but can be difficult to adapt to specific needs.

May 20, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce does everything. It presents you with powerful tools to run reports, create dashboards, and search for info (accounts,leads, contacts, etc..). As far as managing customer-facing business, financials, acticity, contracts, etc... It's the best. And for the most part if Salesforce can't do what you need specifically they probably have a third-party provider that you can plugin ala Zuora.

From a user perspective it's very easy to get granular with data you are trying to explore and present it in a number of ways. Figuring out there reporting and dashboarding tools makes it extremely powerful.

Cons: Salesforce is generally great, but being a best in class CRM for general purposes means that certain specific needs of one company might not always be met. It's their challenge for sure (kind of like a POS). Lots of different use cases all generally falling under the same category.

Besides that the only cons I have are sort of nitpicky day-in-day-out stuff. It takes too many clicks to say log a mtg or update someone's status. A sales operations leader of mine one time did an analysis of how many clicks within salesforce a rep makes in a day and the number was staggering.

Reporting on leads and contacts together is also kind of a pain and sometimes impossible.

Overall: At the end of the day even though I complain about salesforce it makes life easier when you are part of a sales organization. You have access to all records associated with a particular account. You can track lead history, marketing engagement, lost opps, and just about anything else you'd need to know.

Our company has been using Salesforce for around 2 years now and I can say it served our needs well.

May 14, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: A platform that offers sales management, customer service, marketing automation and partner relationship management. It is a c cloud-based CRM solution, Salesforce gives you anywhere, anytime, access to your business data, even from mobile devices. This platform helped us streamline our process and logged our conversation with each of our clients/candidates keeping track of the discussion history and knowing where we left at. It has a good contact management system that allows the users to store a lot more information like account/client details, addresses, other available information which allows a good account info overview. The Dashboard is customizable and can fit to what their client needs and requires for the specific process. It's an easy to navigate software especially for those who had been into cloud-based platform before.

Cons: The complexity of its features sometimes are not being exhausted/maximized by small-scale businesses and could get overwhelming at times. Pricing may be a bit high for a small company especially if they want something that is more customizable. For our team, it took us a while to navigate the platform fully and think of was on how to customize the platform based on our needs. Knowing what is already available for us and what can be considered for the future is something that we get to deep dive over the course of months and a lot of collaboration and dicussion with the team. Reporting issues might be a bit hard in terms of knowing who is responsbile for certain technical glitch if its Salesforce folks themselves or some app that links to it.

Overall: It keeps good track of our candidates and clients discussions over a period of time which helps us get back from where the last conversation had ended. A good account information as well with 360-view of information. Tools operate much of some famous social networking sites and could be considered as an easy-navigating platform.

Capterra loader

The Great CRM Tool SalesForce

May 05, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: SalesForce I believe drives our clients sales and track each and every sales person's goals and bookings. As a tech support engineer one of my responsibilities is to support SalesForce users with any issues that occur. As a front end user, features that i like about SalesForce is the ability to enter a specific booking, tracking the revenue of that booking and all bookings entered by a salesperson, easy to edit changes of any existing group, an announcement page that lets me displays the messages that i enter them, and so much more. Moreover, one of the main features that i like about SalesForce is the customizeable dashboard; once logged into SalesForce , the tool's dashboard gives me a detailed view of how a specific hotel's revenue is performing, and also provides detailed summaries of a customer's data and other relevant statistics.

Cons: One of the biggest downside of SalesForce is the password expiration duration; as a salesperson i keep having to entered a new password every 30-45 days or so, I wish there was an option to extend the duration of the password expiration. I know it is a security protocol within the system itself to recreate a new password for any user after 30-45 days.

Overall: The benefits that i get from using SalesForce is the ability to track of my salespeople data entry of all the bookings, sales statistics within my region, and so much more. Moreover, from SalesForce i can email a customer directly verifying the reservations entered in the system are correct or not, as well very easy to make changes of an existing reservations, adding and remove multiple properties withing my region, and exporting daily revenue data to my revenue management company . SalesForce i believe drives our business to have the ability to track and generate more revenue, and determine where more resources are needed to increase customer satisfaction. I encourage anyone in the CRM business t o utilize SalesForce .

Capterra loader

My experience is positive regarding this software because it is very practical and offers security

Apr 29, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: One of the aspects that I value most about this software is the possibility it offers me to work from anywhere. My work demands to travel continuously and the fact of being able to access the cloud from any laptop, tablet, smart phone or table computer and sharing information and tasks with my co-workers is very positive. And the best thing is that this software gives me total security that others do not guarantee me. Knowing that my data, my projects and my documents are well protected, generate me a lot of confidence, so I totally recommend it

Cons: Although it is a very powerful software, its use is sometimes complex with respect to the tools to segment and automate my marketing campaigns since working with well-defined social strata in the communication area would be a great collaboration to do it from the same software and not manually Simpler steps that allow processing all the information and then classify it. It would be very helpful because of the complexity that sometimes is made for those who are beginning to use this software.

Overall: I must say that this software has given me several benefits starting with the price-product ratio. The cost is low if we consider how powerful the software is. In turn, the savings in time and money that means being able to work from anywhere is something very positive. Sometimes I travel outside the state and the fact of having this work tool prevents me from having to buy a ticket, take a plane and return to a meeting. Simply from any platform (in my case a laptop) I can sit down in the lobby of the hotel where I am staying and share documents, modify them, work online with my project colleagues in the company and the other companies that make up the institution for which I work. This product has simplified my work and my life. I owe him 3 promotions since I usually excel in the assigned projects. My experience has been very positive in that sense and I have a lot to thank for this product.

Capterra loader

I have found the SalesForce Platform to be robust beyond all possibilities. No match.

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Form many years we used another CRM - that was just that - a CRM. Salesforce has become a platform capable of infinite applications and integrations. It requires an investment in funds - and yes - time. But anything of high-yield does. Key - is securing a solid company for the customization Salesforce Corporate does a fine job connecting with the best. I frankly am shocked that in today's world many organizations are still operating without robust CRM and synchronous applications. I would suggest to those about to embark on this - GO WITH SALESFORCE - the leader and don't waste precious time going through all kinds of demos with others. Bottom-line - Salesforce is ahead and keeps ahead and will continue to do so. This greatly lessens your risks, Just make the move then make the commitment to optimize the core capabilities.

Cons: It's an odd thing - but - what like least is; far too many capabilities. One can be overwhelmed and fixated on constantly wanting more. So - there's the good news - a company will probably never be able to keep up with the options available - it will never be limited - therefore Salesforce is aspirational and helps to drive growth. I believe the company will never stop keeping way ahead of what customers or prospects want. Just advise to master the basics and then progress.

Overall: Absolute enterprise situational awareness. We operate in a high-criticality, high-consequences, high-reliability industry; Critical Medical Aviation. We must be aware of a wide range of matters and be extremely well-synchronized in our efforts - aviation, safety, logistics, customer focus, innovation, marketing, communications, professional-development, succession planning - all these and more are managed across the Salesforce Platform. Our industry is responsible to provide individuals with the highest probability of a positive outcome when their survival is at high risk. The Salesforce platform is virtually on board each flight.

Capterra loader

Salesforce is the premier CRM in the market, and this platform offers the most ROI.

Mar 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like all of the automation and customization available with Salesforce. It is great having access to a tool that is capable of taking so much of the human decision out of the equation so that the team members can focus on their responsibilities and allow Salesforce to do the heavy lifting. If can be tiresome to try to always remember what needs to be logged/updated when and where, and Salesforce makes reporting compliance easy for any team of any size. Customizing it offers great value as well, as there are numerous departments in every company, and we all would like to use Salesforce differently. I get to have layouts and processes that match my team, while not being bothered with those of other departments.

Cons: What I like least is that Salesforce has sub-par support. There is a lot of complexity to their platform, and because of that, a lot of questions arise. The team at Salesforce, even if you pay for premier support, is not all that responsive or helpful. There is a lot that they themselves don't necessarily know and maybe have to track down the appropriate internal resources to get the answers. Another thing is that Salesforce seems to neglect very important features requests from Salesforce Ideas posts. Clients are offering their feedback and suggestions firsthand, but certain requests that would benefit every company (such as being able to sort reports by more than just a single field) get left in the dust for UI updates to try to wow or entice new clients. Salesforce definitely has a direction of its own, and although they do build new and helpful aspects to the tech, you are on their wagon wherever they choose to pull it.

Overall: This helps my and my team realize more ROI by helping automate and report on what is necessary for us to keep recorded in CRM. The laborious tasks that team members hate dealing with can be taken care of by the Salesforce platform itself, causing less friction with management and 100% accurate reporting in CRM.

Salesforce helps me keep track of my progress as an employee and offers transparency as to what I can do to improve my processes and learn to succeed to higher degrees and frequencies.

Pricey, but worth it! Helps manage project and client progress and deadlines so you move forward.

Feb 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Very customizable! With a good admin, you can set up Salesforce to collect, display, and track exactly what your team needs to know, with customized levels of visibility and access. I've used Salesforce for healthcare clients all the way to public school clients - Salesforce helps make sure that any client or contract can go from a "potential" to a reality by helping keep track of communication, notes, deadlines, and where projects are stagnating.

For teams and execs who don't have time to drill down into the details, the ability to customize and create reports with graphics is fantastic. You can create a snapshot of where members of your sales teams are at (profit, conversions, potential money on the line, number of stalled projects, etc.) - a great tool for motivating your team and helping decide where to invest your energy.

If you don't have time to run reports every day, you can customize your home screen to automatically see the follow-up reminders, graphs, and data that's applicable to your position and your priorities.

Cons: Salesforce's customization options simultaneously can be its best and worst feature. If your admin doesn't set up required fields, report parameters, and access settings, Salesforce can be an absolute nightmare for everyone on the team. If something feels "clunky" or "broken," it's probably in your settings, and not in the software.

Overall: Salesforce really helps make sure that nothing slips between the cracks. It provides a single, organized location for everything from personal notes about potential clients, to the ability to track potential profit.

You can do a lot with Salesforce

Feb 09, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: You know when you interview someone and you ask them for their weakness and they turn a positive into a negative ("I'm a perfectionist!") Well, that is the issue with Salesforce. It is so configurable that you can get yourself into trouble! There are layers and layers of security and configurations - you get to choose how complex your org will be. How you set up objects and relationships will greatly impact on how you can later get out your data. Take the time to engage a Data Architect to review the design before you release to the hordes! And while yes, the data structure and reporting tool inhibit reporting and analytics, it collects the data relatively well. Best bet is to get a copy of your data and get it into a data warehouse or even a couple of simple reporting tables. Get your users used to using other tools for reporting whenever possible.

Pros: It is easy to get up and running with a very simple and basic sales/CRM configuration with Salesforce. Creating custom objects (tables) and fields is pretty simple and convenient. The platform also offers easy to use, off the shelf APIs that make integrating outside sources and systems pretty straightforward. And, if designed properly, it can scale and adapt fairly well. Extremely configurable and can ultimately do most things asked of it.

Cons: I have two issues with Salesforce. The first is the way it stores the data. Because it is an object oriented database, it stores more in columns than in rows. The User Interface is based on the structure of the objects and on the relationships of those objects. What ends up happening is that data starts to "spread" via triggers and workflows so it will be visible. Traditionally, there has been a lot of copying of data between Salesforce objects. The second issue is an extension of the first - Reporting. Reporting is inherently difficult to begin with because of the structure of the data. In order to create a report, a "report type" has to be created which pre-identifies the objects and fields. It makes ad-hoc reporting difficult and time consuming. But the reporting tool itself is clunky and difficult to use. To be clear, this is basic Salesforce reporting - not Einstein or Wave. You can't rename columns on the fly, can't create non aggregated calculations, and the user interface is just plain outdated.

Capterra loader

Salesforce is a very complex, intricate and versatile all-in-one CRM

Nov 16, 2017
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: What I like most about Salesforce is the capability of being an all-in-one CRM. In the insurance business, there is a very wide variety of details to track: client information, sales statistics, commissions, important dates, data from insurance carriers, and more. Salesforce has the ability to customize the fields so that we can keep track of as much information that we want to.

Another example of the versatility of Salesforce is that it can be used by all departments of a company. SeniorQuote has deployed Salesforce with our sales agents, case managers, finance department, administrators, marketing specialists and data analysts.

We have incorporated plug-ins with Salesforce to make it versatile for our needs. We were able to incorporate inContact with our Salesforce to have a built-in phone dialer for our agents. We also incorporated Marketo's automation software to have the ability to use digital marketing with the ease of a "click" while surveying our extensive database of leads.

We purchased additional support, which has been a huge help. Response time is good. I put in tickets for help which are answered anywhere between minutes after my request up to 24 hours. The assistance we receive is often stellar, and the representatives are very knowledgeable. The only quirk with them is they are sometimes in foreign countries and some instances I've dealt with people with poor communication skills.

Cons: What turns me off about Salesforce is the configuration. It could be pertinent to SeniorQuote, because we did not hire a licensed Salesforce administrator to configure and maintain our Salesforce account. After going through it without an administrator, I would highly recommend having one on staff (as appropriate to company size) Simply put: the more complicated or detailed your CRM will be, the higher the likelihood you will need an in-house administrator.

I have used Salesforce with three different companies and have witnessed the many problems that arise when you don't have someone who is an EXPERT at Salesforce to help you out. At the very least, I suggest buying the Additional Support.

Salesforce is a CRM platform that is an essential tool for my company, team, and bottom line.

Oct 12, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is not only appealing to the eye but the page is full of images that gives you that feeling of productivity! Salesforce chose a great color in business.. BLUE, which indicates Salesforce to be a dependable, confident application. The role in which I work is that of an Asst. Office Manager and HR Representative and I love that Salesforce offers many facets that I utilize daily. Timeclock Online and Chatter are my most favored features (at the present time). Timeclock Online is user friendly and I am able to collect data on a dime! Chatter is a direct messenger but also time stamps and leaves a record that all can access and pick up where someone or a process was left. I could go on and on but I must mention the Free tutorials and the Community which keeps you abreast to the latest and greatest news. When I am having a challenging moment (brain fart) I can always rely on Salesforce support to assist and get the job done!

Cons: What I don't like about Salesforce is that it offers so much and I don't know it all (no fault of Salesforce). There are time we're I can get overwhelmed with different aspects of the application. More so a personal issue and not a Salesforce issue is that I am not the certified Salesforce user. When I first started utilizing Salesforce, it was a challenge to distinguish the purpose of the different consoles and their efficiency. Lastly, (at the present time) I regret that there is not an option, or one that I am aware of that would allow you to color code your tasks to help distinguish different tasks that are commonly performed daily. This of course is a personal preference.

Overall: We were able to streamline our internal process which has made our operations more efficient! We are able to easily set up new users and training is easier to relate but helps with consistency and best practices.

Great for organizing customer information. Integration into other systems could be improved

Aug 18, 2017
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Overall, salesforce is a stronger tool for a sales team than a customer service team.

Pros: Salesforce is a great tool to keep track of customer information like contact details, communication history, and even a check box to identify difficult customers. By changing the titles of emails once they are saved, other co-workers can quickly see the status of an account. For instance, let's assume I have been emailing a customer to get an updated credit card number and they call a different co-worker to find out why the order has not shipped. That co-worker can easily do a search under the customer's name or company and with a glance see that I have trying to get new credit card information. They can immediately answer the customer. I also like that phone calls can be placed directly through salesforce. With integration into the company phone system, but logging in and hitting a button, your phone will call the customer. Also, the sales team can post - just like on facebook's wall - about their latest activities. This gives other teams the ability to see if there are any areas of concern or emphasis when they talk with that same customer.

Cons: There is a lack of customization that can make this out of the box solution a little unwieldy for individual companies. For example, each customer can only be associated with one email address. Therefore, if a customer sometimes emails you from their work email and sometimes from their home email, the conversations cannot be grouped under one person. Also, emails cannot be sent directly from salesforce.com. Instead, it integrates with MS Outlook. In my experience, that integration can sometimes have issues where emails are not saved on salesforce. Also, the user has to go back into salesforce after sending the email to add information and change the subject to be more easily searchable by colleagues.

Salesforce is a full-featured CRM software for all types of businesses. With Salesforce Small Busine

Jun 23, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Firstly, there is little to no risk when using Salesforce. Due to its low acquiring costs and low-risk management as an organization tool, there is very little to lose and a lot to benefit from.

The database that Salesforce uses is also helpful in digitizing and organizing company sale records. Thus, improving the overall organization of a company.

Salesforce and good customer service comes hand in hand. It allows customization of profiles for individual customers as well as quick, organized access to individual records

There is also no need to purchase software and hardware systems to help maintain and keep the application running. Therefore, unlike most software, Salesforce requires no capital investment.

The integrated solutions allow users to work more efficiently and increase the value of each part of the customer life cycle. Moreover, Saleforce analytics and its reporting function gives its users the ability to expand their campaign capacity. As a result, overall productivity can be increased and profit can be maximized.

Since Salesforce is an application and no software is required, there is no need for constant updates as Salesforce will update automatically.

Cons: At times, there can be too much customization and the interface can be filled with cumbersome and tedious tools which can be seen as repetitive or distracting.

Some users face difficulties in the transition between transactions. Some have to go through multiple screens to process transactions.

Salesforce has its own maintenance schedule since runs on its own cloud server. As a result, there are times that the application will not be accessible.

Users can also lose a personal touch as in the process of automation

Salesforce contains barriers to adoption. This means that even though Salesforce is cheap, the cost to integrate the application and redesigning their IT to incorporate it into a company is not the same as the cost of acquiring Salesforce. It is possible that the cost of integrating it can exceed the costs of the software itself.

Overall: Firstly, there is little to no risk when using Salesforce. Due to its low acquiring costs and low-risk management as an organization tool, there is very little to lose and a lot to benefit from.

The database that Salesforce uses is also helpful in digitizing and organizing company sale records. Thus, improving the overall organization of a company.

Just Short of 5 Stars

Dec 05, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The level of customization available through the UI without needing any coding/dev work

Cons: Price

Overall: I titled this review the way I did because Salesforce really is just short of 5 stars. It is essentially a sandbox in which you can build and build to your heart's content. It offers a level of customization that I have not seen in any other software to the point that you can easily get lost if you don't know what you're looking to accomplish. And regardless of how efficiently you build something, you'll always find a more efficient way to do it the deeper you dig into the system. The community and app store are impressively expansive and growing by the minute. Dreamforce, the annual Salesforce conference in San Francisco is a wonderfully unique experience and I'm thrilled to have had the opportunity to go. It's not every day that a work conference feels like a vacation.

So what causes Salesforce to stop just short of 5 stars? It's the little things. There are small bits of functionality that one might consider standard in modern software that just isn't there. For example: while there are queues and public groups that are made up of Users, you cannot add Users to multiple groups at one time, say when first creating a User. Instead, one must go into the setup of each queue or group and add the user there. Not major but noticeable.

Another example is with the list views in Service Cloud. It offers wonderful customization in the sense that you can add any field to the object to your list view, create buttons to take any number of actions from your list view, and add filter logic to fully tailor your list view as needed. However, you cannot currently export that list view into a CSV or Excel file. Instead, you either have to copy and paste the "printable view" into an Excel file or build a copy of your list view as a report. Again, not a major hindrance by any means but still a rather simple function that is inexplicably excluded.

It is certainly pricey so there's always that consideration there. However, if you have the resources available, it is certainly worth the investment to have a fully scalable solution for all of your marketing, sales, service, and analytics needs. Despite the existence of Microsoft Dynamics, I would say that in terms of community, education resources, and development potential, Salesforce is the CRM equivalent of the Windows operating systems.

Recommendations to other buyers: If you can get past the price, do it.

If you are a startup, keep looking. Think twice if you have 15-20 sales rep

Sep 18, 2015
4/5
Overall

4 / 5
Ease of Use

4 / 5
Customer Support

4 / 5
Value for Money

Comments: Even though I wasn't part of the selection of the application, I must admit it is a great software, but mostly because the experience that has built into. Accounts, Contacts, Opportunities are the basic pilars of every Sales process, and the information you can manage with it gives you a lot to track sales and team performance. It takes time to train and configure it and that's why I would not recommend it for a startup (besides the cost). We wanted to have a software that could help us manage the sales process and be able to help our sales and provide information to the management, and we could get that with Salesforce.

Pros: The experience that the software has embedded in the features and the ability to configure and adapt it to our processes. One example of this is how they map the selling cycle: Campaigns, Leads, Contacts, Accounts, Opportunities, Contracts. About features, the reporting that they have, even if with our version is limited, it's one of the most powerful I know. And you can complement it using other software such as Dataloader.io Another thing that we use a lot is the ability to create workflows. Pro Edition only have that for Contracts, but the ability to combine different objects with processes is very powerful. Another thing is the app market that they have, hence the development model and integration features they have. Even if you have a limited version such as ours, you can always extend the functionality using other apps.

Cons: I would say that what I like least of it is their licensing model. Since they are so big, everything costs a lot, and the way they modularized the system sometimes just doesn't make sense. For example, the Professional Edition includes the ability to create forecasts out of the Opportunity pipeline, but it requires the ability to configure permissions and user profiles that you can't do with that edition! After long hours talking to the support, they told me that the only way to do it is to go Enterprise, which costs the double. Another thing that for a new user, and being exposed to several other application, the UI hurts your eyes. But here is a fact: Salesforce is used for thousands of companies for a very long time, so changing anything in the UI would cost millions to companies in training. At least that is what they say, and I believe it.

Salesforce is excellent piece of software but has a steep learning curve.

Jun 11, 2018
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: This software is great at displaying information about customers accounts and having it set up so multiple departments in my company can all work at them in different ways with out conflicting with one another. It is very detailed in the information that it displays. Everything is time stamped and is displayed with the users that edit it. Salesforce integrates very well with the other proprietary software we use. It also is very easy to search within Salesforce for more information. for example, It does not matter if you search "Street" or "St." when searching for a customers account you will still find the same information in the search. I like how easy it is to upload documents to Salesforce. I can do it from my computer at work and do it in all of the different categories that our company uses for the different documents we use. After uploading them you can also edit the title and the category at any time from within the list of attachments.

Cons: There are some things I dislike about this program. For example, attachments populate with customers names in the title, but if you attach a document that has a symbol in the name like Mc'Mullin then the attachment on will upload corrupted and you wont be able to download or open them until its uploaded without any symbols. The attachment queue often gets backed up and it may take a few hours for contracts to be uploaded to the account. Though it is excellent at displaying a lot of information it displays it over multiple pages. It is often very difficult for new employees to figure out where all this information is located and can take several months for them to become proficient and find information on their own.

Overall: Lots of information and easy to find accounts. The benefit of finding lots of detailed information about customers and the process of their accounts.

Salesforce Customer Service

Aug 06, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money

Pros: The software provides excellent end to end sales support from initial leads to closing sales and managing the full process during production. If you take the time to set everything up from the start in the right way it will pay dividends in the future. There are too many best features to pick out but the powerful reporting is excellent.

Cons: The downside to Salesforce is the cost and lack of 'any' customer service once you have signed up. In fact, I would say that this company has provided one of the worst experiences I have had in 18 years of running my business. Having agreed a 5 year contract with them I wanted to add 2 additional users as my team grew. Once signed nobody received any notification to say this was now set up and ready to activate. Not an email, phone call or anything. Two months later I started to receive very demanding emails for late payment of an invoice. I spoke with an account manager who told me that I had to pay for the additional users whether they had been set up or not. I explained that I hadn't been shown how to do that or even told that they had been activated. I was told that was not heir problem. I have since received no further correspondence despite being told they are looking into it. Salesforce has now been switched off for ALL our users even though all other users are paid up to date and I am still awaiting a response from the accounts team at Salesforce. I was finally given access instructions on 20th July 2018, but Salesforce are demanding payment from May. If I was looking into a CRM again I would avoid Salesforce altogether and use another CRM simply due to their shocking customer service. Big corporate company with no time for small businesses!

Overall: Sales CRM system provided by a large corporate company that doesn't care about its customers. I would never recommend this company and suggest they are avoided wherever possible.

Capterra loader

Salesforce for a Global Education Organziation

Feb 05, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: - The system acts as an excellent contact management database that allows one to quickly sort, group, and manage different stakeholders and organizations.

- Service Console provides an easy global solution to transfer customer concerns to the appropriate individual or teams.

- Reporting features are used to provide consistent updates regarding our events, customer service, and travel.

Cons: - Improved version histories could help prevent miscommunication or revert undesired changes

- It was difficult to implement across our offices around the globe, and we've had some difficulties in ensuring that all offices are using the tools in the same way.

- Over-customization makes can make integration with other systems more difficult or impossible.

Overall: We use Salesforce to plan and organize our accounts, events, external partners, and record keeping. We additionally use the system to act as the primary contact database for our global organization. Lately, we have implemented the service console to also use Salesforce as our primary customer response tool and to automate certain consistent financial transactions used by our business. Salesforce is the industry benchmark for contact management systems for Nonprofits. It's a wonderful tool to be able to manage work, travel, finance, reporting, and contacts for global organizations and national organizations. A diverse and malleable tool, excellent Salesforce administrators can turn this system into the most important tool your organization has. However, you will want to ensure global understanding of the use of various fields and explore the possibility of integrating systems like Oracle prior to over customizing your Salesforce instance.

Capterra loader

Saleforce is very effective and efficient way of keeping track of clients, leads, and customers.

Jul 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I have been in sales for over 8 years and used many different sales software programs. Salesforce was by far my favorite and the most efficient one of them all.

You can set up reminders to call leads at certain dates or a recurring amount. When your company uses it you can track everybody's sales and customers through it. It has a social media aspect to it by being able to tag co-workers with task and different clients.

The filtering process was effective on how you can view the different leads. The company I worked for was the entire US and each person had different regions. You can filter it from different locations, companies, types of account, etc...

When using it on the phone you can click on the number of someone and the phone pops up with the number dialed. You can link your email to this and have it auto populate the email with the account as well.

When you call on the leads it is easy to add the notes relevant to your phone call or site visit. Easily look at everyone's activity as well when you need to.

Cons: There is not many complaints at all about Salesforce except it would be nice to have some better automation with the app and tracking. For example if you called a lead from the app it would be nice to auto track the time you called the lead.

It would also be nice to see a little more customization on your individual dashboard as well. You can customize many aspects of Salesforce except for it is limited on dashboard and everyday use.

Other than those few things I can't think of much that would make it a better tool for sales people.

SalesForce

Nov 03, 2016
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The possibilities because the platform is agile and adaptable. Also, the real-time data and robust reporting is wonderful. Training is awesome, but an investment in terms of time and money. Resources like the Power of Us Hub and different communities for troubleshooting.

Cons: Takes more money than you would initially think. Need to account for training, implementation costs (this is significant). Need to be ready to make a culture change which depending on the organization one can be ready for or not. This is NOT a solution for a very small organization with high turnover in staff, but a better solution for stable mid-size to large organizations.

Also, not the easiest to use. They do tout that it's based on clicks not code which is great, but you do need to have a strong system admin who is willing to invest time to learning and is very detail oriented and can learn on the job if not already tech savvy. Get ready for a steep learning curve.

Overall: This is an extremely agile platform that can adapt and grow as you grow. Training is phenomenal, but an investment in terms of time and money. The system can be used to manage programs and work processes, but get ready to invest a lot of money to customize and implement this system at the beginning -- usually through third party implementation partners. It is NOT a plug and play product and one should count on customization. Definitely need to also grow and develop the person who will be the system administrator which also is an investment of time and money. Expect too some change management because it forces an organization to re-examine business processes and to adjust one's culture to being more transparent and accountable as well as dedicated to keeping data clean and real-time. This is a painful process. Still seeing if this is a worthy investment because only time will tell, but optimistic about the possibilities which are endless. Customer support has a price tag. For us, we are not paying that price tag, but using resources available to us.

SFDC for an Organizations Backend Software and Data Management

Dec 28, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I find Salesforce.com to be a great software for monitoring accounts, contacts and all other relevant data. For anyone in sales and marketing or data order entry this tool is PERFECT for you. In my case it was an add-on with a CMS tool for web development purposes but with the cross over to accounts + contacts for members of the sites I built it was great to use the features and tools necessary to get the job done. it does require some training if you have NO experience with it or any similar software in nature. However once you a grasp and the basic foundation to use it, it'll be such a huge help and asset for your daily management in a professional or corporate work setting. I know the sales people at my company and my previous employer used this extensively and hear many great things based on their feedback.

Cons: Because of the great value of Salesforce.com having so many features and functionality to help you, it can get very detailed and granular that requires so much more technical knowledge for someone who may not have that aptitude to go into every detail. It can get a bit complex however if you're involved more on the backend and software side vs general use engaging with customers, then the super detailed complex technical features are not a 'con' at all; rather an asset for that particular role vs a traditional sales or customer service agent in my honest opinion reviewing this.

Using Salesforce makes work FUN

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The best part about Salesforce is how customizable the software is, even for someone like myself who doesn't have a background in development. No matter what your business processes are, Salesforce has a way to morph into exactly what your organization needs.

Not only is it highly customizable, but extremely personalized as well. Every user can have their own tailored and customized experience that works best for them.

Cons: Salesforce can do anything, but it isn't cheap. Sometimes you go to do something and realize if you want to do it correctly, you have to pay for an add-on or pay for a different type of user license to unlock that feature set in the system.

It's a tough pricing model for small businesses. Larger organizations probably don't hesitate to make decisions like that because it's well worth it.

The other 'downside' is that Salesforce is so complex that you need to have a dedicated person or multiple people trained on the system. It takes resources to administrate a complex system for a decent-sized company.

Overall: We can easily run multiple business out of one Salesforce instance.....we have a parent company that does software consulting and then a child company that is a software publisher, and it's easy to manage accounts/contacts/opportunities/projects/the entire sales process for both in Salesforce.

Also easy to manage partners/resellers.

Salesforce saves us a lot of time with all of the process automation. Repetitive processes and tasks can easily be turned into flows. Saves all of our users so much time.

SF has some incredible features and functionalities, but there are a number of hoops to jump through!

Dec 12, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Overall, I like Salesforce because I know it very well; however, if you are "shiny" new to CRM systems and development, I must say that Salesforce might not be the best "bang for your buck". Furthermore, if you are in the industrial and/or rental industry, SF requires an EXTREME amount of customization to tailor to business needs.

Pros: SF persists with continuous improvements/upgrades AND shared/voted "ideas" are regarded which is very positive; the user interface is fairly friendly and easy to use (based on the way you've structured your org); Process Builder is an incredible function within SF that was launched fairly recently - this was a game changer because it allows you to put developer-like functions in place WITHOUT coding

Cons: Hands-on, org-specific support is limited, if not, nonexistent - which can be frustrating when you cannot find your issue/problem via googling it; some of the limits on objects and fields prove VERY frustrated and unnecessary; SF1 (SF's mobile app) seems to be headed in the right direction, but as of now, most custom features and functionalities are VERY limited to the browser which is not helpful when you have a sales team constantly on the road - yes, they have a mobile app and it's promoted as free, but keep these restrictions in mind! Third Party Apps are less a convenience or helpful add-on and more of a necessity when using Salesforce - strictly sticking to the out-of-the-box org is VERY trying so keep this in mind in regards to your budget!

I use Salesforce to import and record activities on leads as well as create and log opportunities.

Feb 28, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It is essential to our business. After going through a long training process the tool becomes second nature. The ability to log activities and data is great. There are countless features of the tool that I only know a fraction of. Running reports and exploring previous activities has been super beneficial to keeping in touch with old leads. Creating list and account views to have all of your information in one place is also very helpful. Searching for leads and accounts is very easy and accessible and quick to find. The dashboard tool is also useful it lets you know up to the minute how you are performing against your quota for the week/month/quarter.

Cons: Due to the size and features of Salesforce sometimes things can get a bit confusing. Learning how to use the tool and being comfortable using it takes a lot of time. Sometimes running reports and account/lead views can be confusing when fields are not filled out correctly and I need assistance from Sales Ops. The tool isn't super user friendly at times and can be slow to load. There are also time that logging activities will not save and you have to start all over which can be frustrating.

Overall: Tracking activities and results as well as where I stand against quota is very helpful. The ability to look at older activities and reports also helps as a reference point in new conversations. The customizable features are also very cool. Creating the most efficient work flow is much easier that way.

Capterra loader

Excellent CRM for Sales and Marketing Teams!

Jul 04, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is an industry standard and must have for most medium to enterprise companies. As a Field Marketing Manager I use Salesforce to track Marketing Qualified Leads and ensure the Sales Team is following up with the leads my marketing campaigns and events produce. I have used multiple marketing tools that integrate into Salesforce and the installation was fairly straight forward. I would not say I am power user of Salesforce but I know the basics. You will need a salesforce consultant or a developer to help with your organization with custom dashboards, report building and the initial setup - which can be very expensive depending on how much customization you require. Salesforce can be a great tool for businesses if you make sure all the data is clean and consistent. Make data fields mandatory for your Sales Team!

Cons: It can be complicated to learn and understand the functionality. You will need someone who knows what they are doing if you want customization. The licensing model can be expensive depending on how many seats you have. Also the Inside Sales Reps are relentless and constantly calling to try to sale you on Pardot (Marketing automation Salesforce acquired). So get ready for lots of sales calls for upgrades!

Overall: Lead Tracking and Marketing Campaign Results! Great way for Marketing and Sales teams to work together to close deals and report on wins!

Great Out of the Box Platform - Expensive for Custom Solutions

Jan 05, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: This is a very powerful tool and has many options for usage much like SAP. Awesome relationship style connections that allow keeping everybody in the loop. Easy for end users to use.

Cons: Difficult to implement the way you want the software to work. Costs a lot of money and time for customizations.

Overall: The software is great for coordination, tracking activity, tracking leads, reminders for follow-ups, and most everything you would ever want from a CRM. The platform is very expensive to use all the features that are typically in a homegrown system or a design from the ground up.

Salesforce does not work with you on implementing customization rather they rely on recommended third party contractors for this work. This is costly and can cause problems with implementation. Salesforce does not fully support the contractor, meaning that Salesforce is completely out of the loop on happenings with you and your contractor.

Being out of the box, you will have to customize the product as you need. There is a learning how to customize, so the more familiarity with database work the easier. However, some of the easier customizations are intuitive. Be careful, the less you pay, the less flexibility you will have.

The smaller the company the more expensive this tool will be without somebody on staff who knows the ins and outs of the software. Overall the software is a really powerful tool that can help improve your sales performance. Just know up front that you will spend a lot of time and resources on getting the product to be what you need.

Recommendations to other buyers: Beware that Salesforce does not help you customize. You will need to work with a 3rd party contractor and we are on our 3rd contractor in 2 years.

My experience with Salesforce

Aug 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I was introduced to Salesforce in 2012 when I was hired as the Director of Students Services. I was able to record a valuable amount of information on each and every student. I was able to record, their classes, grades, attendance. I was even able to keep track of their class progress. This system generates emails, and mass text messages. As far as communication it was an excellent resource tool. We had a saying at the college, " If it's not in Saleforce, it didn't happen". You could write notes on each and every student, and those who had access was able to see what was pertaining to the student , a class, or even a personal issue. It kept track of dates, and times, and had an excellent reminder application. I was at this college for 8 years, and then transferred to Las Vegas, Nevada, the best part is they were using Salesforce as well so it was an extremely easy transition. Excellent software .

Cons: In order for the new staff or Professors to use it, they had to go through training, and if they were not Saleforce familiar it was not as likely that the important information would be recorded. So we didn't have have valuable information.

Overall: Tracking the student progress; such as grades, attendance, classes in the future, classes they failed and the comments from Professors as to why. It was very beneficial and valuable as to the success in running the college campus.

Our business uses this software mainly for finding new business opportunities.

Feb 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Our business department uses this software because of the opportunities using the software's Opportunity Management. Get a full view of the customer, such as activity history, communications, discussions, and social mentions using the Contact Management. Tracking deals and looking for competitive information is easier with the Sales Collaboration module. Likewise, the Sales Performance Management lets you set metrics-based goals and amplify winning performances of sales reps to motivate a healthy competition in the team.

it also offers many more useful features such as track clicks, create campaigns, and automate the whole process to generate quality leads and cut the sales cycle. The Lead Management, Marketing Automation, Sales Data, and Partner Management apps allow you to create a systematic pipeline from lead to conversion.

it will accelerate production on the field or at the office. Log calls, reply to hot leads, or work opportunities in real time.

Cons: Like any software it has its own quirks. Sometimes you have to go through multiple steps to get to the screen you want to use.

Overall: Get insights like opportunities using the software's Opportunity Management. Get a full view of the customer, such as activity history, communications, discussions, and social mentions using the Contact Management. Tracking deals and looking for competitive information is easier with the Sales Collaboration module. Likewise, the Sales Performance Management lets you set metrics-based goals and amplify winning performances of sales reps to motivate a healthy competition in the team.

One of the most configurable and customizable CRMs on the market

Aug 08, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money

Pros: Trailhead is a very comprehensive training resource for learning just about anything within the Salesforce platform. It makes it easy for anyone to be come an admin.

Cons: Sometimes the lack of basic functionality features, or alternatively the imposed rigidness of certain facets of the system for seemingly arbitrary reasons, are incredibly frustrating for administrators. Seems like every other day I have to find a workaround for something that Salesforce shit the bed on and/or will not address when it is presented to them.

Salesforce is kind of like ordering a pepperoni pizza, and when you receive it, it looks amazing and perfect. However, when you try to pull off one of the pepperonis, you notice that they are actually made of plastic, and are impossible to be removed from the pizza. When asking on the forums how to remove the pepperonis, you see a whole slew of other customers wondering the same thing, all at a loss. When asking Salesforce why plastic pepperonis were put on the pizza and integrated so deeply that you cannot remove them, you get either no response, or false promises to add real pepperonis to the pizza in the future (i.e. 10 years later, still "Under Review"). In the meantime, you're left to either carefully try to eat around the inedible pepperonis, or make your own pizza. That's is, after already paying for a very expensive, very unsatisfying pizza.

A value that nonprofits can't afford to pass up

Feb 19, 2017
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Salesforce is the premiere platform for customer relationship management in business, but it's a tool that can be adapted to so many other industries and workflows. Using Salesforce.org (formerly Salesforce Foundation) in your nonprofit could completely change the way you approach constituent management. By using custom fields, data sets, and workflows, this software designed for business can completely replace other constituent management tools that are built from the ground up for nonprofits. And because the base software platform is provided at no cost to qualifying organizations, the value is incredible.

Pros: Salesforce is incredibly flexible and expandable and can serve almost any purpose you can think up for it. The Salesforce AppExchange means you can make your Salesforce.org platform do just about anything, usually at a very nominal cost. Combining all of your workflow and constituent management functions into one platform means less overhead and potential data leakage.

Cons: With all the available functions, the interface can take a bit of getting used to. And with untrained employees or volunteers using the platform, data can get entered in unexpected or inefficient ways. Nonprofits looking to integrate Salesforce would greatly benefit from training and a dedicated platform administrator.

Recommendations to other buyers: Implementing Salesforce will be an incredible asset to your organization if you take the time and effort needed to set it up correctly for how your nonprofit works and make sure all the relevant staff is trained on how to use it properly and how to make their work more efficient with it. Don't assume just signing a contract is going to make things better magically. Offset the cost of a software platform with robust rollout and guidance.

Salesforce has proven effective and useful. I feel like the power is well, however.

Jan 11, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Its UI is very straightforward. Cming from a place where we use it more for contact management and not so much sales specifically, the interaction between part of the program is very good. Navigation and highlighting needed components and effort from users is well done. You can get the use to do what you need to do.

Running the background processes becomes a bit clumsy at times. If you walk into it knowing a little about the way software works, you can be dangerous in both a good and bad way. This is a PRO if you know enough to know you know nothing. Take the time to re-learn and ask plenty of questions. You can do a lunatic amount of things with automation and make life easy.

In addition, there's been enough history that someone has asked every question once. You just need to find a way to get to it. Barring that, getting responses from the SFDC help staff is very good.

Cons: Running the background processes becomes a bit clumsy at times. If you walk into it knowing a little about the way software works, you can be dangerous in both a good and bad way. This is a CON if you think you know something or there's some edge case that's hard to define.

I personally find that things aren't generally intuitive. I don't really knock SFDC for this though as the variety of things you can do make it difficult to keep everything really tight.

Pre-requisites... my oh my make sure your sand-people are in a single file. Trying to retcon something is a red nightmare.

Also, and maybe I'm cheap... but licensing is crazy-expensive in my opinion.

Overall: Power and flexibility. Customization and control. Everything you'd want in a faux database.

Capterra loader

Tremendously powerful and constantly improving

Aug 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is an incredibly powerful platform that can provide an incredible amount of data about a specific person to an organization, which can enable the organization to deliver highly personalized and relevant information about this individual. This information can be used to make for an incredible B2C experience to meet the customer's needs. One of the aspects of the software is that it is constantly being improved and refined with an eye on the future that is easy to see. Status quo is not part of their business model.

Cons: My two biggest hesitations with Salesforce is the price tag associated with the services and the support. I understand that innovation and leading the industry takes a large investment, but I think possibly including some additional features for companies at no additional cost would be beneficial for more companies and make it more appealing. Filing support cases while easy to do, often times leads to no real solution other than coming to the conclusion days later that there is an issue and that Support can't help, but to talk to your account reps. More solutions are found online in my experience.

Overall: I am working to more fully realize the specific needs and behaviors of our customers and Salesforce is integral in helping provide me with a 360 degree view of them on an individual level to deliver a highly personalized experience for them.

Salesforce is an awesome place for tracking tickets and holding information for accounts we manage.

Nov 21, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We use Salesforce for an abundant amount of things at my workplace, mainly for help tickets submitted for our software users. Instructure has customized a lot of what we see in Salesforce (views, queues, etc.). Working in a software support position where all tickets are managed through Salesforce, the customizable options make a world of difference in making our agents jobs easier. It's easy to navigate and intuitive.

Cons: As a supervisor over a support team, I handle a lot of requests regarding the routing of tickets and how or why tickets route the way they do. I do still have a lot of confusion about the way tickets are routed but I believe that mainly has to do with the setting for each account we have in Salesforce. There is a learning curve but I just started in this position and have a lot to learn regarding the behaviors in Salesforce. We have a Salesforce Trailhead admin expert that is my go to for all Salesforce questions and he can pretty much resolve every issue that comes up for me. For the most part I find Salesforce very user friendly and intuitive but again, there is always going to new things I can learn to utilize it better.

Overall: We use Salesforce for an abundant amount of things at my workplace, mainly for help tickets submitted for our software users. Instructure has customized a lot of what we see in Salesforce (views, queues, etc.). Working in a software support position where all tickets are managed through Salesforce, the customizable options make a world of difference in making our agents jobs easier. It's easy to navigate and intuitive.

Capterra loader

Salesforce is the granddaddy CRM tool of them all

Dec 08, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I thought about the pros before writing this review. Honestly, there's so many it's hard for me to pick my favorite ones. However, since it's a review, I should comment about some of the ones that have made a profound impact on our sales organization.

1. It integrates with nearly every other third-party product. For example, on one project I served on for a software company, we needed to embed our Salesforce data inside Confluence. Bingo, piece of cake.

2. Data management is simple. You don't need to be an SQL power user. We even have trainees in our account on their first week managing parts of our data groups.

3. Syncing between Salesforce and other systems is instant. Got to love one-button solutions.

4. Customer profile updates are a breeze. Since we're a sales organization, it's vital we document every shred of customer contact to move sales forward.

Cons: The cons are only limited to user knowledge. If you're new to Salesforce, take time to get proper training. We took our learning path slowly before diving in head first. It helped us understand the functions much better than using trial and error.

Overall: We benefit by using Salesforce by documenting and managing all of our customer leads in real-time. It's so easy to use and once your team is on board, they will love it.

Salesforce for Non-Profit rocks

Dec 08, 2014
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: SFDC is good for those who are not technical, as it is so easy to add functionality without being an IT expert. Every time we have a problem these days, I just figure out a way to create a solution using SFDC. If I don't know how to do something, I just google my question. There is so much help in the cloud about SFDC. And those who use it are generous in helping new users. Even though it is easy for non-IT staff to use, it also provides a platform for those who are well versed in IT. It is very easy to administer, but it has the power to do very complex workflow and analytics when/if needed. It is built with scalability at the forefront. We wanted something we could grow into instead of having to switch everything over down the road. Any kind of moving is a pain in that there's always something that seems to get lost in the process. Salesforce is ultimately what you make it. If you need it to be small at the moment, you can make it small and have it grow as you grow! Salesforce allows for the ultimate customization. Create your dashboards, your fields, your reports, and your formulas. Customize your Projects, Milestones, Tasks, etc. to fit exactly what you need. There are also heaps of free or low cost third-party apps that integrate with the functionality of Salesforce and take it even further. One of the biggest benefits has been being able to keep track of due dates for grant applications, as well as the milestones and tasks within a project. It is an efficient way to keep your activities organized. It turned one of my assistants who made a lot of mistakes into someone who no longer makes mistakes. She can track everything. I love it being in the cloud; it's easy to access from anywhere. It's awesome, and it's not slow because of being in the cloud either.

Cons: There are no keyboard shortcuts for lookups. You have to click buttons for everything.

Recommendations to other buyers: Although you don't need IT skills, you do need someone who is logical and methodical in order to customize it effectively. It is worth using the trial to see if it is right for you. We did that, and within 2-3 days, I was wildly excited about SFDC!

Capterra loader

CRM at it's finest!

Jul 10, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We used SalesForce as the CRM of choice of our third-party vendor (SaaS). At first, we had some difficulty navigating the interface, but after a short while the look and feel made sense.

Our first use case is for the Support Ticketing. I loved the fact that you can modify the fields you want to include, it also has a robust reporting tool and the notifications that work for all stakeholders involved.

The logging system is great, in that it keeps all the reporting logs we needed.

Salesforce seems to me a more mature CRM software. We've tested other CRMs in the market (both free and paid, closed and open source), but it seems that we found Salesforce to be fully feature-packed. It has a 30-day free trial just in case you're hesistant about it.

Cons: The setup (for our own local use case) was rather daunting, due to the complexity of our business model. Maybe because it has too many features, and the sales team just keeps on bombarding us with what it can do. There are other 'lighter' CRMs available in the market.

Overall: We loved the feature-packed CRM platform provided to us by Salesforce. Its reporting tool and dashboard is very robust, intuitive, and easy-to-use. You may just need to be patient with the initial setup which can be cumbersome, but after that... boy it just works!

Salesforce is the gold standard CRM

May 17, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The customizability, integration support, and user community. Almost anything is possible with Salesforce, and it's easy to find out when something is not by reviewing the documentation and message and idea boards. As a company, they're very accountable and transparent about ideas that come from the community that are being taken into consideration for future releases and features that are under development. Best of all is the support you get from other users. As a new user, you can get help setting up anything you could possibly imagine by posting in the Salesforce Success Community.

Cons: A lot of feature development is driven by their biggest customers, large corporate users, which is totally understandable but can be hard when you have different needs (as a small non-profit, for example). That said, the customizability and user community definitely help counteract this. Because of the scale of the user community and the ease of integration with other systems, you can also expect a lot of sales calls and emails from third-party apps as soon as you become a user.

Overall: Being able to set up a system of record exactly as you like it with automation, integration, and customizable user permissions is invaluable for any company in saving time, increasing efficiency, and generating more and higher-quality leads.

I have been using Salesforce for many years and cannot believe how quickly it has advanced

Jul 18, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce's deep functionality crossed with a fairly intuitive and modern UI make it clear why it's such a dominant competitor in the CRM field. I believe its reporting capability is better than almost any business system I've used (simple drag-and-drop interface, many table and graph options that are easy to set up and use, and you can report on SO much) but of course its massive flexibility thanks to its custom objects and Force.com platform (Apex, Visualforce, Flow, SOQL, etc.) put it well ahead of most business systems.

The new mobile approach has been great too. Lightning is pretty phenomenal.

Cons: The cost is definitely high and it has become rather cumbersome overall. There are just so many features with similar names, so many ways to do things, that it has become a bit of a monster.

I also feel like the UI is slowly getting overloaded with so much functionality. There's no easy solution here but Salesforce really needs to become more simple in many regards (administrator/setup menus, user management, layout and object configuration are all buried within so many sub-menus).

Overall: A highly flexible and automate-able suite that can be adapted to do just about anything. It has made tracking Sales trends, reporting on our data, and otherwise running the business easier than ever.

Capterra loader

Salesforce

Feb 03, 2019
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Customer Relations Management. That is the best way to describe Salesforce. With it we're able to use the best apps and teaching tools in one suite for our customers and employees. It is relatively secure and the apps are conveniently held in one suite. It does have easy navigation and from a Lead position it is nice to direct employees to Salesforce (SF) for both learning tools and apps for customer management. Salesforce is the go-to program to get the job done. Its the first thing I open at work and the last thing I close. Our company relies heavily on the program.

Cons: The worst thing I dislike about this software is the crashing. Admittedly we have over 50,000 employees working within this program on any given day from the corporate office to the work-at-home agents. That being said agents spend a considerable amount of time rebooting and contacting tech support due to crashes. When it is up and running there is nothing bad to be said about it. Its just a good tool that makes it easy to find what you need when you need it. However, Salesforce does crash and crash alot. While there is enough blame to go around (our sheer numbers of users and their instability) I am hoping there will be stability updates coming soon.

User-Friendly and Intuitive CRM Platform

Nov 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Our company has been using Salesforce.com for quite some time now, it has worked wonders for our business -- particularly given that we are spread out over several locations, this helps us all communicate as a single team in an efficient and user-friendly intuitive way. Also very useful that it can be integrated with Outlook and that it comes with tons of addons and connectors to create a really consistent experience across the different platforms we use.

Pros: -Constantly improving, with software updates and releases 3 times a year -Huge support community -Integrates with tons of other software and has massive capabilities for the complete business on multiple facets -Ease of use and automated functions and integrations make the workflow fast, easy, and with very few touchpoints -With improvements still to come in the fields of AI and ever-expanding list of integrations, it is only getting better with time! -Can access from anywhere at any time as the platform is entirely cloud-based and includes a full functional mobile app! -Fully customizable, you can create custom tabs, fields, apps - the whole thing can be pinched and pulled to work for you!

Cons: -Reliance on internet access can make it tricky with businesses with unreliable internet service -Takes a little getting used to, there are just so many things it can do when fully unleashed that it can be a little difficult to learn at first, but they do have a full online experience for independent training, the Trailhead.

Robust and versatile, though can be costly and not always easy to use

Oct 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: We've been using Salesforce for volunteer management since 2013, though we got into a bit of a pickle with the consultant/developer we used. They customized it heavily to give us features that weren't available in the database at the time, which made us dependent on them for any changes and kept us from updating to current versions. We also didn't have an official DBA, so ended up with a lot of duplicates and other bad data. We're in the middle of a lengthy process to clean it up, get us on the current version and implement Lightning, which are much more user-friendly. We're a non-profit so we get it for "free," but that's only for 10 licenses and doesn't include email marketing (unless you can make do with the relatively simple built-in email templates), consulting/development work, apps for mass changes/de-duping etc., which can add up quickly. It's a complicated system so it can be easy for users to get confused but it can also do quite a lot. If you're looking for an inexpensive database that's intuitive and easy to use out of the box, Salesforce may not be your best bet. If you need a versatile system with complex processes and rules, Salesforce may be an excellent fit.

Pros: -Robust, can handle high-powered processes. -Flexible, it's quite versatile and can be customized to fit your needs. -Complex security rights for determining which staff can see certain objects/fields/etc.

Cons: -Hidden costs - extra licenses, software/apps, consulting, development, etc. -Not always easy to use out of the box, sometimes needs a lot of work to get it set up the way you'll need it. -Data health can get out of control if you're not careful and diligent.

Great CRM software for keeping customer records and projects related to your customers in one place!

Mar 10, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We used this software primarily for keeping track of the projects we're working on for our customers. Searching for a customer is easy, then once you have the customer record open, you can filter further to drill down to find specific tasks and projects. If you're assigned to a customer, you can keep the customer on your watch list so that you get informed about any updates to the record. You can also write/design your own reports to suit your needs. You can even customize pages for yourself alone - other users can have their own views. It integrates sales and marketing, customer service, and team management in one place - no need for separate apps to perform all these functions. There's also an app exchange where apps can be bought for extending and customizing the platform, if required.

Cons: Given the fact that is a total platform applicable to everyone in the company, it might take sometime getting used to. The large number of functions that it supports made it more difficult to learn. However, once you get the hang of it, the ease with which it is able to handle previously difficult tasks made the initial learning curve more than worthwhile.

Overall: This system allowed the company to streamline its customer-related processes.

My experience with Salesforce.com has been varied and it isn't my first choice anymore.

May 10, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: The largest sales CRM available on the market today. There are 1000's of add on apps you can leverage to make your business more productive and efficient. They were the pioneers for working in the cloud and their ability to customize their solution to meet more then just sales demands is incredible. Salesforce.com is the Bentley of sales CRM's no doubt.

Cons: Expensive! I feel like every little add on or additional service is an extra charge. If you are a small business and not a huge enterprise, I feel like salesforce could care less about your business. Their hourly rates for customized services is expensive and the clock is always on with them. There are free CRM platforms that can do most of the same thing saleforce.com can do and care more about your business.

Overall: I grew up in the sales ranks working and using Salesforce.com so I am loyal to the platform. If it was cheaper I would use it more often or if I was the Chief Revenue Officer of a company, I might consider buying it for my sales team simply because it is a proven platform that can scale quickly and easily. But I'm not CRO and I prefer a more simple UI and lets functionality and more simple process. For smaller start ups or mid size companies with 5 to 10 sales professionals I would consider another platform, for enterprise teams with over 50 to 500 sales people, salesforce.com is a home run.

Capterra loader

A standard in the sales software

Sep 24, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: The related lists and hover over hotlinks to those list make this software really slick. The option to not need to always select Ctrl+f when looking for a specific item on a data heavy page is really nice. I also like the built in ability of logging in as a user to verify the functionality of the product. This is exceptionally helpful as support tester.

Cons: Although this software is very customizable to our organization we are limited in id's. When someone logs into a website with their email and they are unaware that the site uses salesforce they are automatically a created user without their knowledge. Now when our organization goes to add them as a user we are told there is a duplicate and cannot create that user because unbenounced to them salesforce for another website used their information already and now we have to change it. Databases should be per company, not everyone in the world sharing in just a global one.

Overall: Overall I do like this product. It has it's own SQL language called SOQL that I could live without, but overall the amount of customizing allowed on it is great. I like this because it takes an opportunity or quote and makes everyone accountable for their work with journal entries that really helps our organization. Accountability is always a great tool when working with multiple states.

Creative Implementation of Salesforce

Nov 03, 2016
4/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: I'm a few standard deviations away from what I understand are the bulk of companies using salesforce. Salesforce is a heavy hitting CRM, that, with enough willpower and creative implementation, you can get to do just about anything. That is why I ended up choosing Salesforce. I am a single user instance, I'm the admin, developer, and end user - and with lots of help from their Premier Support team(s), I was able to implement a highly focused version of SF tailored to my unique business & customer needs. It took me a few dedicated months but I did it! and I am not a developer by trade, my background is management & marketing but I know enough about computers and code to get in trouble. As I continue to use it, I see so much potential for further integration & automation. I'm very happy with my phase 1 implementation of SF and I still have a long way to go.

Pros: Incredibly flexible & customizable; massive support available from online documentation & forums to professional development & support teams; integrations galore - project management, data cleaning, gmail integration; continual updates & improvements; miles of training courses available; sandboxes and developer licenses are great to test customizations

Cons: Their onboarding / post-sale for non-standard companies could have been better. I did A LOT of digging around to familiarize with SF then figure out how and what to implement. Their reports function leaves much to be desired, you can't multi sort, and the auto run only goes to email not to csv but you can download an excel add-in that will let you pull from the database to make reports like normal. I still run into roadblocks on permissions / visibility because it seems there are duplicate locations for field security.

Recommendations to other buyers: With SF, where there's a will there's a way. That way might include a lot of custom code. In theory it would've gone faster had I had an outside company implement and customize SF, but my customizations were so specific, the time saved may have been cancelled out by the headache and money spent (not to say there weren't a lot of headaches anyway). At the end of the day, I love how much I can actually do with SF and look forward to growing with it.

Great product which holds great promise but with a rather unintuitive and unimaginative UI

Aug 21, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: There are several amazing features in Salesforce.

1st is it is very easy to integrate various dialers into salesforce. So every call/email/conversation being made by every rep is configured, to go directly into salesforce. Thus making all calls along with their respective metadata available in one place. These could then be used in any way deemed appropriate.

2. Setting up various integrations used by various clients to work with salesforce is rather easy. It doesn't take too much effort or time.

3. It is cloud based (I know, right this, is 2018!!) so diverse remote teams can make the most out of it. Everything sits on Salesforce. No need for setting up a data center and all that.

4. Business Automation + Customization as desired can be done.

Cons: It is practical only for big teams with lot of funds and resources to spare.

Doing very simple tasks like generating simple reports can be a very tedious and annoying process necessitating the user to know the ins and outs of the platform.

Customer Service is good, but only when available.

For new comers, beginners, and small companies the whole sfdc experience can be rather daunting and painful.

Although efficient, the UI is not very pretty or friendly to use. It could definitely use a lot of improvement.

Overall: As long as you have the required experience handling sfdc, and sufficient resources to spend you should be ok. Therefore it is very important to understand and be clear about the long term and short term goals of your company and only then test the salesforcedotcom waters.

Personal experience has been that with every release the whole layout and frequently used features could change, leaving you hanging high and drive.

Having discussed the pros and cons, the fact remains that salesforce is still the leading provider of CRM tools.

As long as you know what you are getting yourself into, and are clear about how sfdc can help boost your revenue and guarantee a return on your investment, you are in a good place.

Overall experience has been very decent.

Salesforce is a life force for my business

Dec 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It's hard for me to remember a time when I didn't use Salesforce. Or anyone that I know for that matter. Whether it's the ability to easily create customized reports, organizing a database of leads and clients, or emailing with its ready-made templates and customizing a dashboard, Salesforce is the go-to program on any business day.

Cons: With such a ubiquitous program, it's hard to find any major flaws with Salesforce. But the uploading process can be a pain because it requires me to leave the screen I'm on, then I need to tap the upload button, then find my file, click the upload button again, upload it to my account, then navigate back to the page I was on originally. These steps could be eliminated with one upload button, as many platforms allow me to do now, but it is not a major drawback.

Overall: The overall experience has been good because above all else, it allowed us to get from point A to point B on sales conversion rates with clients. From lead to dollar. This was due to the fact that Salesforce allows our team to collaborate in one centralized location with customers throughout the approval process so all stakeholders on our team could check progress. Ultimately, this is the value of Salesforce: it gets our team all on the same page so we can close clients faster, then shift efforts to generating more leads and so on.

Capterra loader

Salesforce can be customized to fit the organization.

Feb 28, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Almost everything can be customized to fit the way you or your team or teams work. Other CRM's force you to change your work habits to fit into their system. Salesforce lets you create many different types of fields and record types and layouts allowing you to customize right down the every member on every team if needed.

Cons: First the price. It's far too expensive for freelance users and micro businesses. There should be a monthly subscription option for single users or very small teams of 1-3 then on top of the price many of the things that should be available out of the box must be handed with paid extensions adding to the cost. Something as simple as being able to use a start and end date (common to advertisers and those who sells subscriptions) to automatically divide revenue using default line item schedules needs to be handled with a subscription to an extension.

Overall: I personally do not get any benefit from the software as I am a micro business and the cost puts it well out of my reach. I set up, customize and administer Salesforce instances for other companies. I can see how larger companies benefit from Salesforce through the customization options and large extension marketplace available. You can make Salesforce fit you or your team vs trying to make your team fit into the CRM.

Capterra loader

Not the easiest product to use, but its sheer functionality makes it hard to replace.

Jan 28, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Nearly every tool out there integrates with Salesforce in some way. The software ecosystem around this tool is truly mind-boggling and any serious review of the existing competitors in the market will show why. It's hard to find something else that can handle enterprise use cases as well as Salesforce. From lead and opportunity funnels to robust analytics, Salesforce covers most of what an organization needs from a CRM.

Cons: You would think a tool that has been around for so long and is so widely used would have received a thorough UI/UX treatment that makes it a pleasure to use. Unfortunately this isn't the case. Not even close. In spite of a somewhat recent update to its UI called lightning, Salesforce is simply not a simple tool to use. Whether it's the head-scratching omissions that you can't believe Salesforce doesn't account for, or the customizations that are painful to implement, this CRM tool will definitely have you questioning your sanity at times. It's all the more perplexing when you consider how popular it is.

Also worth mentioning is the almost obligatory paid support that the company pushes. Despite not owning their own onboarding services, they always have a non-affiliated tech partner that's all too willing to help you set up your tool for a hefty hourly rate. Simply not something that contributes to a delightful experience.

Overall: Ultimately, Salesforce is a hard tool to review. On the one hand, there's just nothing else out there with the power and functionality. Major organizations all over use Salesforce. On the other hand, it can be a very frustrating experience that forces organizations to do it the Salesforce way. You do not want to push against the grain on this tool, unless you want to spend countless hours with custom code and modules. In the end, it's all about your needs. If you need a robust tool to handle complicated lead generation flows and customer pipelines, then there's not much else. Else, I'd stay away until you have absolutely outgrow your current CRM.

Flexible and easy to use CRM + Platform

Nov 16, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce provides the basic building blocks of a CRM solution out of the box. It is easily configurable though, allowing you to expand on that and customise the application to work with your business processes and .

Developing in Salesforce is really easy for a basic user - spinning up sandboxes, which are included free, is very easy, allowing you to build and test proposed changes before rolling them out to users.

In addition to building your own custom apps, Salesforce has a large ecosystem of app vendors who offers apps, both free and paid, to solve a wide range of business problems - from HR to managing a scrum process.

Cons: Deployment management with Salesforce is fairly clunky. When it comes to using Salesforce for much more complex use cases, particularly where code is required, the overhead involved in deployment can be really intensive.

Overall: Salesforce has provided us with an expandable platform to meet not only our CRM needs, but the needs of areas right across our business. We have used 3rd party apps to manage HR, professional services automation, support ticketing etc. The platform has helped us to get off of spreadsheets - the usual go to place when tracking new workflows and processes - and to automate end to end business processes.

The non profit I was working for decided to get salesforce to better track donations.

Jun 01, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Our main purpose in using this software was to better keep up with donations, donors and campaigns. I loved salesforce for this because I was able to separate donors by Campaigns and run reports per campaign as needed for our board or for the year overall. What I really like most was that I could simply look up a donors name and be able to tell all of the campaigns they had given to as well as all the money they gave. This was ESPECIALLY helpful around the new year when people were requesting that information for tax purposes.

Cons: It was extremely challenging to 'clean up' our data base (getting rid of duplicates and combining profiles). part of it was user error because the person before me did a mass contact update with old information. So when we uploaded the most updated information we had countless contacts who had been duplicated in SalesForce, but with different profiles. For example, 5 women named Mary Jones (there are only 2 different Mary Jones, the others are dupes but with an old address and number under one, and a new address and number under the other). However, appearing as if there are 5 separate people named Mary Jones in the contacts. It took months to clean because we had to go through each one on by one. SalesForce at the time did not have a mass delete option so we couldn't just delete everything and start anew, which would have been easier.

Overall: Mainly being able to track donations, donors, organize fundraising campaigns, and run financial reports. If used properly, Salesforce is a great software, but i would not suggest it for a business or org that is not going to properly input or update information or know how to use the actual software as it was designed. I would only recommend this to someone who has an employee committed to this specific task.

The best CRM on the market.

Jun 14, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love how easy it is to customize Salesforce for my organization's needs. We have custom fields, reports and dashboards for every business unit. If used correctly, Salesforce makes sure that any information about prospects and customers is logged and updated so everyone at your company can see every interaction. Make sure you use available apps in the AppExchange to connect other softwares to get the most value. If you tie all business softwares into Salesforce it helps keep everything in one place.

Cons: It can be overwhelming to learn how to code and customize Salesforce. Lightning, their latest release, is much easier than Classic. Make sure you search their user community for answers, it is a great resource for how other organization's have solved problems in Salesforce. Once you get comfortable with custom fields, reports, dashboards, etc. it is really easy to tailor Salesforce to your business needs.

Overall: Salesforce ensures all information is in one place. Every department: Finance, Success, Support, Sales and Marketing uses Salesforce to keep track of customer information and make sure we are working in tandem. As our finance person, I love the reporting and dashboards that let me show our leadership team every important KPI in one place.

Best CRM tool to integrate different products to push and pull data to and from Salesforce

Jul 27, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is a vast platform, and not easy to understand because of its en-numerous features. This software platform has helped me integrate our product with ease and now we can easily push data in the form of leads/contacts/campaigns/contracts/cases/accounts/opportunities/custom objects, etc. Not only this, we can also pull data from Salesforce into our product and filter data respectively, which has helped us to analyse data and make better decisions. Uploading data using Excel or CSV onto Salesforce is also and easy process. Apart from this, I was easily able to cross-verify my data pulled from Salesforce by using the Developer console and running SQL queries to return the exact count of data. The lightning experience and overall features, including ER diagrams helps a lot in product planning and resource management.

It is very easy to curate, mine, fetch, filter and analyse data using this tool and is truly one of the best Customer Relationship Management tool our team has used till date.

Cons: The features like creating record types or adding hidden fields of object tabs like Leads / Opportunities is really tough to locate in the older version. Also, the cost is slightly on the higher side when it comes to usage by mid-sized corporates. Overall a great tool, with not much cons.

Salesforce Stands as an Effective Industry Standard CRM Platform

Apr 03, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce classic is simple and effective, more often than not it gets the job done. When Salesforce can't get the job done natively it is easy enough to make additions using VisualForce or finding a solution on the AppExchange. From an admin perspective, Salesforce can be a bit of a pain in the neck. Some of the hoops you need to jump through to accomplish some simple tasks can be tedious. But at the end of the day, it is an incredibly intuitive CRM platform as long as you don't dive too deeply into the back end.

Cons: Chances are if you use Salesforce for any period of time you'll run into something that makes you scratch your head. Limiting fields to two columns in a layout unless you create a custom object is a great example. I understand the reasoning, the more simple the core programming is, the easier it is to maintain. But it is often suffocating and frustrating, especially when you have to explain to users why these seemingly simple actions can't be taken. Lightning is awful, it is reasonably attractive but the response times are terrible and the layouts leave a lot to be desired. It is often even more constraining than Salesforce classic.

Capterra loader

We Customers are satisfied

Aug 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I used Salesforce as a client of a SaaS provider. They set everything up and gave us the login details as simple as that. Without any training needed, our team was able to navigate through the interface and features of Salesforce (i.e., it is easy to learn and use).

Our main purpose was to create, monitor, and be kept up-to-date with all the issues, questions, concerns, bugs, etc that we would raise to our vendor for our support. We love the ease of creating tickets and having just one place to monitor everything happening with our SaaS app. Easy also to specify the people involved so that they will be notified via email (each time there is an update on the ticket). It is also easy to search/sort the tickets for an easier refernce during meetings.

Salesforce is also cloud based so checking of ticket status can be done from anywhere using a mobile workstation or even via smartphone.

Cons: I remember experiencing downtimes at least twice. Although it was very infrequent and only for a short time, it might be tricky for time-critical projects.

Overall: If you are looking for a CRM to impress, or at least satisfy your eager clients, Salesforce may be a good solution for you. From a point of view of an end-user/client, it has really helped us to trust our SaaS provider more due to its transparency and notifications for each ticket we raise.

Capterra loader

Salesforce is a huge undertaking, its new and its different and will hopefully make us better.

Dec 12, 2017
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Its user interface seems friendly and fresh. Work feels like a game and keeps you interested. The Trailhead gives you a place to begin your learning process and customer support is always available. When it comes to the actual product, I like that it will force my small company to decide on and implement procedures that we can easily follow. The Chatter feature, once I can get my users to use it, will optimize our time and allow us to always be informed on the latest developments with our contacts.

Cons: There is so much to learn, its overwhelming. My company does not currently utilize a CRM and has no means of communication other than traditional emails. It is difficult to decide how we want Salesforce to work for us. Once we decided, its also difficult to convince users to implement the software into every action during the work day. The implementation is the most difficult. Our users are busy and stubborn and they are finding it hard to rememebr that they need to log everything.

Overall: This software has forced our department to take a hard look at our current processes and modify and implement new procedures going forward with the help and guidance of Salesforce. We initially we attracted to Salesforce for the sole purpose of using it as a CRM. We wanted to be able to track previous conversations and data we have collected with those we have been in contact with for future reference. Salesforce, however, has offered so much more than that. Once we purchased it, I quickly realized that if we just used it as a CRM it would be like buying a Ferrari and using it only for the radio, and never driving it. I am now taking the trailhead courses and using the software to build and develop milestones and graphs for our portfolio goals. Its a work in progress, but with the Premier Plus membership, we have access to one on one classes and tutorials. They will even upload and convert your spreadsheets into accounts and contacts within the system. I have big hopes for this software and I want to see it change the way my company operates in 2018.

Capterra loader

Good platform to build on top of, but not necessarily ready to go out of the box.

Jan 15, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: - Built in database structure and data model give you a good starting place.

- Apex and Visualforce allow for almost unlimited customization on top of the default platform.

- Workflow Rules allow for customization if you are not a programmer.

- Because of the customization quality, and the connectivity of the platform with other systems, Salesforce has become our central hub for feeding all data and it drives about 3-4 other tools.

- Good community on forums, boards, and support that can help you answer most questions.

- Pretty good documentation for most things on the knowledge base.

Cons: - Some documentation on the knowledge base is out of date, or has moved and just gives a 404.

- Being able to customize and have a set up that is exactly what you need requires a lot of learning.

- Platform is so big that I have barely scratched the surface in 3 years, so there could be some great features that I don't even know about.

Overall: Salesforce is our central hub for all of our data flow. It drives several other tools, and is where we can report on data. We have some Force.com sites (and a Community), as well that allow us to expose our data both publicly, and behind login walls for our customers.

An Overview of Salesforce.com from a User Experience Perspective

Oct 12, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Salesforce.com (SFDC) is a very to notch software suiting more than one business need, besides sales. It serves its purpose well for Marketing, Account Management, Customer Service & Care and most of all for what I've used, a Content Management System for external portal sites on the web. It was a very robust feature to use after getting trained and practicing with experience daily in my role and I've come to appreciate it for it is. The only drawbacks were some limitations in the content design I would do for the UX when publishing something that would be live. This may have fallen short on the programmers who configure this in which case it is not SFDC's fault.

Pros: Vast amount of functionality and use cases. Has multiple tabs and lots of customization for what you intend to use it for. Ease of use for navigating back and forth from one page to the next. It's a large software with lots of features and tools to build websites in there. Very good Account management data and information.

Cons: Complexity... as it's a large software tool with lots to offer that is also its biggest drawback because its some massive in its nature. It's great having all the abilities but it can feel overwhelming, despite the ability to easily backtrack since there is so much going on in a single given page. Other con would be the mist-transfer of data of contacts being dumped into Default Accounts as if it's going through a black hole and there needs to be extensive investigation on this from a technical end which is very frustrating at times when this spontaneously impedes your work performance and you need answers.

Recommendations to other buyers: Tread slowly at first and ask your superiors and colleagues questions on how to navigate it. It can feel overwhelming at times and be too complex with the amount of data you can manipulate, edit or alter. Start slow from the basics and work your way from the ground up. Overall it is a very great tool to use and you'll find yourself using it daily for your business needs. And it's also NOT just for sales even though that word is part of the name of this software.

Give your company and teams the tools they need to succeed.

Apr 13, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: A robust platform with amazing standard functionality and the ability to customize and expand. There are so many ways to automate work, streamline processes, and capture critical data points for reporting and process improvement.

With three upgrades per year (at no extra cost!) there are new features constantly available.

The Idea Exchange is a great resource not only for Salesforce to continually learn from users and improve the product, but also for users to learn from each other.

The AppExchange provides almost endless options for additional features.

Cons: Even though it's well designed, setting up and getting the most from the platform is not the easiest thing. If you just try to replicate what you were doing in your legacy system, you might as well not make the switch.

There are SO MANY features that learning even the basics can take a while (although their Trailhead training system and help documentation is really robust).

Overall: Having every department in the company using one platform breaks down silos and allows for innovation, growth, and cooperation. Tracking a customer's journey from first contact through contract renewal (and everything in between) is game-changing.

Capterra loader

Much more than a great CRM

Feb 06, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce enables user customization that can take the software beyond what you may need from a CRM. You can expect to integrate with custom applications that are fairly easy to create and the thousands of pre-built applications in the AppExchange, some of which are free.

As someone with a long history of working with non-profit organizations, I am impressed with their support of the non-profit world through their free licenses, discounts, and the discounts Salesforce vendors routinely offer. Coupled with the ability to DIY it makes Salesforce an excellent value.

Salesforce is always current. With seasonal updates and millions spent on R&D annually, I don't have to worry about end of life software issues or the software becoming outdated.

Cons: I have joked that Salesforce should come with an Rx for Xanax because there is so much to learn, do, and create that the possibilities can be overwhelming!

These "cons" are only so if you don't have the time or inclination to learn. Salesforce Trailhead offers free hands-on training and there are always folks in the forums eager to help you.

Overall: Compliance with internal and external guidelines for data collection/reporting.

Streamlined processes that free service providers from documentation drudgery so they can get on with providing help to those in need.

Perfect on its own way, a world of possibilities

Nov 02, 2017
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is completely customizable, literally everything can be modified and changed in order to meet your expectations. You can add or remove functions and workflows. It's all about you and the way you want it to be. This is the one software you will need to run your company. I have been using it for years, and I am sure this is the future and I will be using it for a while now. In case you don't know how to set things up, they have their own "online class" called Trailheads where you can learn how to manage and set things up, including the software. If you haven't given it a try, you are missing out!

Cons: You need to have a bit of knowledge on the software language, but this could be resolved if you check out their online class webpage, it might take a couple classes for you to get your way around, but it is definitely worth it.

Overall: A customizable engine where you can manage your business from virtually anywhere. The system is simple, it may require some knowledge of its programming language, but don't me scared, it will teach you everything you need to know and for sure you will be able to use it. It helps me managing my inventory, as well as accounting, employees hours and basically anything.

Great product and worth the price!

Jan 27, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is the premier top notch sales CRM. This sales tool provides many features and plug-ins for sales teams to excel. It is a great platform that not only helps sales rep track their sales, it has many marketing solutions to help marketing teams track their campaigns. Limitless options and functionality. Also, you can customize everything from your industry to sales team set ups, plug-ins. The Salesforce AppExchange is amazing as well. Lots of options!

Cons: It is an expensive software tool for small to mid size businesses. Unfortunately, if you have a small team and start up budget the cost is not feasible. There also needs to be adoption to use the product from the sales team. It does require some training and if you need to customize fields, reports, etc. it can require a salesforce consultant to help you with those needs.

Overall: This is a great sales tool and really one of the best out there. The software is very intuitive and easy to use. The UI is great and navigating throughout the system is pretty easy. It really helps track all of your sales and marketing activity and is a great way to track analytics for your company. I would highly recommend Salesforce.

King of All CRMS

Aug 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I have been able to use this software in almost all of my roles. Everyone builds and uses it differently, so some of how well it runs is up to your sales operations architects. That flexibility though is what makes it so amazing. There are so many tools you can add to customize it and make it better and it is the most logical CRM I've worked with. The reports you can make with it are also quite in-depth and killer.

Cons: Sometimes it can be confusing to see information for related accounts. I highly suggest using ZaapIt or another similar tool to see all activity on a related account if you work with many accounts that have several locations or parents. It also can become a complete shambles if it is not set up properly, but that isn't a flaw in SalesForce. I also found learning workflows to be time intensive. However, Salesforce has excellent tools and an amazing resource library to learn how to set up Salesforce, so they really have your back.

Overall: Salesforce is seriously the king of CRMs. I have worked with other CRMs due to budget constraints and it has never worked out as well. They have become like Google or LinkedIn - necessary to any business.

The hot CRM at the moment

Dec 06, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Salesforce is the leading software CRM cloud platform. It has a clean design and intuitive user interface and experience. Anyone who is computer literate should be able to pick up Salesforce in a couple of weeks. However, although Salesforce has a relatively simple interface it may be deceiving because to become thoroughly invested, you will need to spend hours and hours getting to learn the system. You should get the Salesforce Administrator certification which will give you the basics on how to operate the system. Although training classes that run 2-3 days or more for this training. You can make changes in Salesforce quickly and a lot can be done via "button-click"administration. Administrators can create automations such as automatically creating tasks, sending emails, or making field updates. Anyone can get a free developer org with 2 user licenses with relative full functionality to try it out. If you're a little bit more advances you can do Visual Workflow's and more advanced programming, such as looping through records, creating, deleting records and queuing. You can also use Apex programming language and object-oriented languages. Since Salesforce is so big right now, there are a ton of 3rd party applications you can connect to. Think of it. . .and there is a 3rd party connector out there for Salesforce. Quickbooks. Yup. Outlook. Yup. Evernote. Yup. There are also a ton of pre-built apps which may be cheaper to invest in than to pay a developer to customize your system.

Pros: There is a lot of training available and help on the web. (i.e. google it) - Salesforce-provids training documents & tutorials with step-by-step instructions - Training on how to build an app - Training on how to write Apex code - Training on how to build Visualforce pages - Training on understand security concepts

Cons: The cost and time to customize for a mid-size company (i.e. 20-100) people will be considerable. Limited number of mass emails Limited storage space

Recommendations to other buyers: This is the go-to software CRM at the moment however, it is not a cheap solution by any means. The cost for customizations will be expensive as you scale your business.

Slave to SalesForce

Oct 08, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Great place to log sales calls across a team of individuals. Its great to contact a customer and have ALL the historic notes on that account in front of you while talking to them. Its easier to hold progressive conversations rather than conversations that are filled with time reviewing prior interactions or being blindsided by a problem that is new to you.

Cons: You really are a slave to how SalesForce wants things done. If a note or task is not entered with all the right boxes filled in, that note/task can get lost in the abyss and not logged how you wanted it.

Your company NEEDS to understand the importance of an account hierarchy ortherwise SalesForce is nothing more than a glorified rolodex.

I strongly caution against building salesforce out yourself. Hire an exceptional consultant or have a super strong sense of what you want SF to do for you and have their team build it out. If you don't have this 'strong sense' then SF may not be the right tool for you business at this time.

Overall: Solid platform but difficult to use when building out yourself and your internal team is not equally diligent in logging and building out the database.

Capterra loader

Salesforce-Thumbs up!

Jan 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I have used Salesforce for 10+ years. I was previously in the brokerage business and had over 100 users utilizing the Salesforce software. I was extremely satisfied with the ease of entering in new clients data and the filtering of data to manage my staff. The options provided to build out your CRM was beneficial in a major way. I was able to maximize updating data, sending emails nd receiving emails, keeping track of phone calls, dates and times, appointments, notifications, etc. The software program was easy to understand how to navigate around the platform if you have experience with CRMs.

Cons: This software program can be too complex for individuals challenged with navigating around the computer. Individuals who have never used a CRM platform could find it frustrating once features are added to the platform. While the base product is affordable, to reach full potential on this CRM it can become pricey. The helpdesk can also be challenging.

Overall: Overall, if you're a small business growing rapidly and you want to have as many features as possible to take advantage of, I would highly Salesforce as your CRM of choice.

Capterra loader

Ideal for managing your Sales Pipeline

Nov 07, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Excellent tracking of deals across different stages, right from engagement till deal closure. Love the way it can be configured to suit your organizational needs & workflows defined to ensure you have the most visibility to your pipeline (across levels, from mid-mgmnt till leadership) and accurate forecasts. Integration with Outlook is very useful & makes it easy to track all client communications at one single place. So eventually you are on top of everything, in near real-time.

Cons: Needs a bit of a learning curve to get used to the interface, various workflows, deal definitions & features within. The interface again isn't the most slick & user friendly, especially when compared to other softwares we all are used to. Would love the UX redesign with minimal clicks to get the job done. More of AI & predictive capabilities would also help streamline day-to-day activities.

Overall: Tracking all our sales pipeline, across the company, and every one has real time visibility into what's happening. Generating forecasts & leadership reports is just a click away. Lot of predefined templates makes things much easier, and reduces time-to-value drastically.

Salesforce using the HandsOn Connect 2.0 app...

May 08, 2017
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Salesforce should be purchased (along with supported/recommended Salesforce apps) as a comprehensive technology solution to avoid having to change other business processes.

Pros: Salesforce is extremely robust web-based platform that facilitates our Foundation's mission of improving lives through the power of literacy. In particular, we are using a HandsOn Connect app built on Salesforce to manage and track volunteers, coordinators, and literacy-focused volunteer opportunities. Our Salesforce instance can be accessed on and off site, on standard and most mobile web browsers. Customizing records and reports in Salesforce also very easy with drag and drop components, intelligent autocomplete, and a vast community of users and online resources available for support.

Cons: Salesforce is unlike most other platforms on the market - how it works, how to build and maintain, etc. - so users will experience a steep learning curve when switching to this product. All data can be imported and many 3rd party apps interface nicely with Salesforce, but Salesforce may not communicate well with competing and/or seemingly complimentary platforms.

Capterra loader

Salesforce, SalesCloud, thousands of applications aimed at sales gathered in a single cloud

Feb 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The best way that I have presented a network of solutions to link the tasks associated with the opinions of customers, logistics, sales flows and production dispatches, customer service, comments on what we should improve in the business. In this cloud of applications, there is a close relationship between customers and developers. His vision is in line with the dynamics of the business.

In addition to the applications offered, Salesforce allows us to interact with them for the development of a new application, consider other points of view of our business, focused on the details, which in this business dynamic can become a generality. An example of this is the development of the branch that attends the medical assistance service.

It also offers a range of apps that focus on the analysis of the collected marketing data, the analysis manager allows us to easily communicate the behavior of key business variables.

The interface of help, advice and consultation for new users is excellent, you have a month of testing in case you have generated curiosity.

allows you to link to all social networks, emails and video channels so you can quickly access your promotions, recommendations and opinions of customers present on web platforms.

Cons: As negative considerations, the program presents a very modern and young interface, it may not be very attractive for the adult audience of more than 35 years, but it is remedied by knowing the tool and changing the classic appearance, Salesforce complicates its use in countries or areas remote that present low level of connection to internet.

It is a new business era, we must adapt to this world view.

Overall: with Salesforce I have access to relevant information about the business, opinions of clients and other entrepreneurs of the same range, about how they see the labor relationship and the future of the business, I can schedule meeting points for all the social media platforms that the company has. company, in addition to this, your team can help me with the development of new apps that adapt faithfully to my business needs.

The platform offers a cloud data management that saves me resources in servers or other storage devices.

Salesforce has transformed the way we interact with our customers and new business opportunities.

May 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Sales force makes easy to use cloud based business applications that help us to stay connected to customers,partners and more. It is the customer success platform helping us to connect to our customers .There are several types of clouds namely sales cloud, service cloud, marketing cloud, community cloud, analytics cloud, App cloud and IOT cloud. Using these we can provide various services to the customers and potential clients. It allows us to maintain our existing relationships, track our customers every step of the way. As a sales tool it allows us to track and funnel our prospects and work efficiently on our leads to conversion. With so many cloud based applications available to us we can manage campaigns with ease via multi channel capabilities.

Cons: There is not really anything we dislike. The salesforce support team are excellent and integrating the system to your business functions is relatively simple. Their technical support is excellent and there is much guidance for and during the set up process.

Overall: Better relationships with our existing customers and more sales conversions

Swiss Army Knife for CRM

Mar 10, 2018
5/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: My company has been using the product for over two years and we love it. Being able to customize it to meet each business needs is amazing and has made this product fit our business like a glove. We also like that the reports are fast and you can easily manage users permissions. Salesforce also allows you to use other softwares and they can easily connect in and make data entry faster, depending on the additional software you use.

Cons: Customizing the software was a pro but it can be a con for the employees. If the company heavily modifies the system, then it's like using a new CRM to them. The Salesforce Admin has to let the end users know what has been changed or else you'll get permission denied errors. Permissions are amazing but the wrong Admin can cause you grieve, it's always a good idea to set polices on how you want this setup. Also, the mobile app is horrible. I never use it because it loads slow and a lot of the items are hidden behind uninitiated windows.

Overall: Centralizing the CRM and support systems. We use to have 2 different systems and this made it easier for the sales team to know of any issues with the client.

Capterra loader

Perhaps the only way to integrate CRM with wider enterprise apps but not without a developer onstaff

May 05, 2018
4/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce integrates with almost everything and it has the ability to track everything from suspect to closed contract and can even handle products, price lists and commission payments. It's certainly a one stop shop for applications and can handle advanced workflows and commission splits with the proper development work and 3rd party add-ons.

Cons: It's not usable out of the box as is in my opinion. It will need many hours of modification and development to truly gain the workflow and function that salesforce offers. It's because of this ability to develop is what makes it powerful but it's also a detractor if you don't have the resources to really dig in and build a platform suited to your organization

Overall: We didn't have the budget to fully develop the SF platform suited to our organization. I was able to receive some coaching from a developer on how powerful the platform can be if well thought-out with a SF developer and the integration is the best case scenario possible. We also realized that it integrated with popular in-bound marketing software without any trouble at all. For enterprise level organizations this maybe the only choice other than a custom developed CRM from the ground up.

Great for Web Base Customization, Can Be Affordable for Non-Profits, but You Need Support Staff

Jun 07, 2017
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: You can build and customize anything from workflows, fields, triggers, and more. You can edit up to 200 records at a time in listviews. The company is always improving its products. There are other applications that you can install the product to meet your business needs for your organization and its functions. It can be affordable if you're a non-profit.

Cons: It's a complicated management system, and you're going to need to have a consultant, and trained staff members to handle its application for your organization. It can become very expensive and difficult to manage very quickly. Adoption among the staff of the product has been slow. They farm out their support tickets to call centers instead of having someone assigned to your account. The user management and client login system doesn't connect well with the overall structures it has in place for accounts and contacts. User profiles, roles, etc. make the user management piece complicated and complex to roll out and enforce. We have had to adopt a free for all system as a result.

Overall: Overall CRM system that is dynamic and has great functionality for automation.

Great enterprise CRM tool

Jul 11, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce can integrate and automate almost all functions of your CRM needs. It can be accessed internally and externally from a web browsers and by phone with the salesforce one application. Developer 'Force' applications can be customized and can also be a very useful to niche aspect of a business. 'Chatter' brings Sales teams together to work on deals, and most wouldn't want to work without it. This aspect then seamlessly ties to your on-boarding and front end customer support teams.

Cons: Being a web/cloud application, when a team loses internet connectivity, they lose Salesforce. We've seen this most often with our APAC offices where connectivity is not as reliable as in the North America and EMEA. Once you've bought and invested in Salesforce, it becomes an integral part of your organization, and cost structure. At that point it becomes very difficult to disentangle your organization from their software, should you choose to go in another direction. Their pricing structure shows that they know this!

Overall: Integrated Customer management from sales through to front end service after the sales.

Salesforce doesn't replace your sales force

Nov 07, 2016
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce has literally every bell and whistle you could ever think of or need...and if they don't, there's an extension available. Plus, their customer service is stellar and their responsiveness is top notch.

Cons: Not everyone on my team agrees how (and when) it should be used. If different people are entering information in different ways, and/or proper training isn't provided across all users, it makes it difficult to translate the intelligence into automatable, actionable information that I (as a marketer) can rely on sans a second or third pass.

Overall: Salesforce is an incredible software that is jam packed with all of the best tools needed to optimize on the intelligence that is gathered by a sales team and shared with marketing. However, utilization is key. Without true, ardent adoption across multiple teams, the Salesforce platform can become an albatross hanging around your neck. For organizations thinking to implement what is - hands down - the coolest sales tool around, it's important to consider whether or not your sales and marketing teams are going to ACTUALLY use it. If the answer is yes, there will be wide-spread adoption and people will be excited about using this tool to make their lives easier, then take the next step and create a service contract between your sales, marketing and maybe even customer service team so that information is entered consistently and knowledgeably throughout the entire organization. After that - get it.

Salesforce CRM

Dec 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Overall, Salesforce is an outstanding option for CRM. It offers flexibility in customizations, from the basic custom page layouts to the more complex visualforce options. Automation is easy to build and implement with the out of the box features and, again, for the more complex issues, there is always the option of custom apex coding. Salesforce Premier Support has proven time and time again to be outstanding. And, while I'm not big on the new Lightning interface personally and from a strict administration stand point, I do applaud them for recognizing the classic version was reaching its limits and taking on the challenge of rebuilding and freshening up the look and feel. Sales teams seem to love the new look and feel and that's a good start.

Pros: Flexible, customizable, easy to use, easy to learn and tons of help available and searchable online. Great options for all kinds of automation and ways to guide users in adhering to data entry standards. The AppExhange is a huge pro because you can find nearly anything to meet a need that you have that it doesn't already support out of the box.

Cons: I think cost is the biggest issue for Salesforce. It can and sometimes does prevent small businesses from signing on with them.

Capterra loader

It is very good because it allows you to access your information from wherever you are.

Jun 23, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It is a very good and economic solution in a matter of CRM makes the work much easier, the interface is quite good and can be customized very easily, also manages the responsive theme well, because it adapts well to mobile devices, as it is a solution that Work in the cloud allows you to access from anywhere you are.

Cons: The online solution is quite good, but it is not always the best solution since for example if you work in a bank, these types of solutions are not feasible since the data involved in these cases is confidential and it would be a big problem to have this information on the cloud. On the other hand, Salesforce being a suite of CRM solutions forces you to use other types of tools to maintain that data locally. This may represent an additional cost in the purchase of this solution.

Overall: For being a pretty good tool it has brought me good benefits when it comes to work since I can make many good decisions taking into account the reports that make salesforce, it has helped me to be much more efficient in my work and it has also allowed me to make a Good follow up to my service providers and make the right decisions at the right time.

All the functionality in the world but a total pain to set-up and run

Dec 02, 2018
4/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: -- You can create custom workflows and processes for multiple teams

-- It scales with your business -- you can manage a huge amount of clients of all types

-- There's an enormous amount of functionality you can build in to customize the product -- it feels endless.

-- You can integrate operations and non-sales teams into workflows, approvals, etc.

Cons: -- It's so complicated to build and maintain! You can customize is so much that in the end, it started to look like a Frankenstein product. For someone who likes things organized and intuitive, it ended up being a huge blessing and a curse. We also had to pay a SalesForce administrator to consult for us to build out the functionality. That's not always doable in a small company!

Overall: It was an incredibly useful product for the sales and account management teams I oversaw. We ran all of our teams activities through SalesForce and loved the reporting and approvals processes. It really helped streamline our team.

I would NOT use this going forward for small teams or small client bases. I don't think it's built for that anyway. It's too expensive and too complicated for what a basic small business needs.

CRM for the Modern Era

Jun 13, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Salesforce is used by our entire company to organize our interactions with customers and potential customers. It provides a central database with which we can house all the necessary information on our customers and prospects. We use it to house Billing information, Keep track of sales activity and opportunities, round-robin leads to our sales reps and track who is a customer.

Pros: Salesforce is a very powerful CRM that can be customized to the needs of the customer. If you are willing to commit the time to it, you can create whatever you need in terms of structure and fields. Salesforce allows you to create detailed processes/workflows. Integrating with a large number of other products in the SAAS industry. Salesforce has a very powerful reporting ability. You can build out dashboards and other views that allow you to keep track of import stats, keeping your team on track with its goals.

Cons: Salesforce is not the most user-friendly CRM and doesn't focus as much on User Interface. When importing large amounts of data to Salesforce it's easy to make errors and dealing with duplicates can be very time consuming and difficult

Capterra loader

Must have for organizations, but need an expert to set up

Feb 01, 2019
5/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: The possibilities with Salesforce is endless. it integrates very very well with our company's API and can provide a vast amount of information about our clients. we also have the ability to set schedules, activities, call backs, reminders, and follow-ups all within their system. we can also house all of our clients documentation and pull it up very easily. this program is great for maintaining notes on client calls and visits

Cons: Setting up Salesforce for our organization was a complete nightmare. we didn't have a consistent local rep to help set it up, we had to meet with multiple reps over a year and in the end nothing was accomplished. we had people internally try to set it up but it did not get set up the way we'd like. Salesforce customer support was not very helpful. they kept on referring us to a rep which there was no help there. we ultimately had to hire an outside company which added more money to an already expensive program

Overall: Once an outside company got Salesforce going for our organization it's been a dream to work with the setup process was not easy though

Due to Salesforce's customization opportunities and robust capabilities, the possibilities are endless.

Jan 16, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Any business, government, or non-profit would benefit from its implementation.

Pros: I can determine how I prefer to view and access data and customize my user experience to include interfacing with apps that make my job easier. The amount of apps available ensures that their is something for everyone, regardless of industry. Or, you can build your own app to use with Salesforce. I like to use campaigns to organize donor outreach efforts and then track returns via the reporting feature. Also, because donor information is sensitive data, I appreciate Salesforce's commitment to data security.

Cons: It can be difficult at initial setup unless you are working with a seasoned Salesforce expert. I recommend hiring a consultant and/or ensuring staff administrators are well-versed in Salesforce. Although well worth it, Salesforce can be expensive when you add in per-user fees, training costs, data storage and app costs. There are so many different options and configurations, it can be mind boggling. That is one reason why it is beneficial to have an expert on-hand.

Capterra loader

I've used SalesForce for two separate organizations selling to both enterprise and small businesses

May 09, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like the ability to track my sales pipeline. It is very easy for an excel spreadsheet to get out of hand but in salesforce you can create a clear pipeline view that is filtered by next steps or close date or whatever. You can do this in excel but it is much more difficult to manage. Furthermore, in SalesForce you can create reports that can help identify certain past/stagnant opps that you may want to reapproach.

Cons: The reporting function can be amazing but can also be a major drag. At times it lacks the ability to add certain factors. It has opportunities as separate items than accounts and contacts (which makes sense), but when you want to make a report that looks at accounts (that are tied to opportunities), oftentimes you cannot filter for specific characteristics of the opportunities. I am no coder so I'm not sure how complex this would be to design, but it sure can be frustrating.

Overall: It helps me organize my sales pipeline both for me and for my team - my bosses and the person who works under me all are on the same page with my opportunities which allows them to do their job better.

The Nonprofit Success Pack for Salesforce

Feb 22, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Salesforce is the number one CRM in the world. It's fast becoming the number one nonprofit tool in the world. And already is the number one FREE amazing tool in the world

Pros: Salesforce gives this to nonprofits--ten seats in their Enterprise level application. the NPSP is created for Nonprofits and evolves more into being the best tool every couple of weeks. You will keep track of people, households, volunteers, campaigns, donations, events. All connected, related, reportable. It syncs with your email provider, online financial transaction provider, social media and whatever else you can think of. It's in the Cloud. Lots of ways to learn this somewhat complex tool.

Cons: As a beginner, it is hard to grasp. When you install it, you have this huge bundle of possibilities. You need to dig in to see how to drive it or get a consultant or pro bono helper to show you it's paces and how to make it do what you want it to do. Each provider of services or functions has their own learning curve. The good news is that whatever you set up or get set up doesn't break. It keeps going whether you know why or how.

I am using the software for more than 2 years & it is a good tool that supports our business needs.

Feb 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The most thing I like about this software is I am able to manage my day to day task. It helps me accomplish my target at work. We connect and communicate to our client using this software. We meet our customer support using the software that makes our customers happy, the faster service we had, the happier we will have a customer satisfaction. We easily manage and organize the cases from email, live chat and web. We are closing a case in record time and in timely manner.

Cons: The least I like about this software is that there are times that the software is down due to technical issues however, when we send in our request for support, their customer service are very supportive especially when it requires a troubleshooting that needs their assistance.

Overall: Salesforce helps our company to connect with our customer. We are able to listen to their request and respond in to their needs . This is like a channel of communication between us and our customer. We can track and manage the conversation in as much detail as we can on client's inquiry and we are able to act faster, respond better and anticipate our customers' needs.

Leading company for a reason, but can get pricy

May 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: - Largest integration marketplace

- Huge platform opportunity for add-ons and tools

- Helps you develop any workflow from enterprise to smb.

- Help automate a lot of processes

- Reporting and dashboards are extremely customizable for all use cases

- Five stars really for the feature set and vision which is the best in the industry, but price, upsell (acquisition addons), and customer service need improvement.

Cons: - Costly

- Will require significant customization to get going

- Lots of manual input

- Needs lots of integrations to make a solid ROI

- Teams will need training, and a solid routine to maximise the Salesforce ecosystem

- Hindered by really high costs of their acquisitions, which makes their Pardot and Marketing Cloud tools not well integrated and costly. Will create data silos, and bad UI between the tools kits.

- Once you're in, very hard to ever leave again due to the stickiness of their workflows.

- Email delivery is actually not great, Sendgrid platform outperforms, which is why many use an external ESP

Great Lead Tracking Cloud

Jul 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: This product is a great way to track leads and notes on individual leads company wide. the fact that the notes you make on a customer/contact/lead update to the cloud, so someone at another site or area of the company knows what's going on with that lead. My favorite thing is the libraries. it gives you a place to store forms company wide, so the entire company has access to the most up -to-date company forms. Even better, the library is searchable by keyword, so employees don't have to scroll through lists of forms, they can just search for the form they are looking for and access it there.

Cons: The phone app for Salesforce is a little clunky to use and navigate. I had a much easier time waiting to access the program on my PC versus trying to make an update on my phone on the go. A little bit more work on the app would be very helpful

Overall: Easily track leads and lead conversions. Also it made a great place to store company forms, to ensure everyone within the company was on the same page and had access to the entire library of company forms to do our jobs.

Powerful CRM tool to run a business

Feb 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I have 5 years of experience in using Salesforce CRM, I have seen that we can do any configuration or customization to help our workflows and business requirements, regular updates are provided with new features. I like the feature of storing information regarding lead of our company and keeping this for further analysis for better development of our company also I can easily see the history emails of my co-workers and handy app is really helpful for us, I can use wherever I need, Salesforce is known as the best CRM for reason as they are the most effective CRM on market they have a huge community support, I also like "clicks not code" feature of Salesforce. Salesforce is a very flexible and robust can be easily adapted to any work flow.

Cons: the setup process is a little bit tedious to do, I have to type all customer information in the beginning manually. Salesforce has so many features that are irrelevant for the business those who don't use it very much, the user interface is not that much good.

Best customer relatioship management suite for indivisual .Easy and user friendly interface.

Nov 08, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Customizable dashboard. When you log in, the tool's dashboard gives you a huge range of report widgets, allowing you to have a bird's-eye perspective of how your company is performing. Your sales reps can check out real-time summaries of customer data and other relevant statistics.

Easy-to-navigate software. The software is also easy to navigate. A simple navigation bar exists at the top of the window. The tabs are separated into various categories, such as Home, Accounts, Contacts, Leads, Opportunities, Campaigns, Forecasts Files, among others.

Social capabilities. The tool's social media function and news feed operate very much like Facebook, thus making it very familiar as well as easy to use for users. You can quickly browse the news feed and immediately post status updates, share links, and upload files right from the dashboard.

Cons: Although the downtime is very little, standard customer support is not impressive and can take and extended time to receive a reply. By then, the problems tend to be resolved due to extra work or work arounds.The Customer Service and account management rank among the worst I have ever experienced. I have had numerous emails out to billing, my account rep and his manager and they simply do not reply. Great at getting back to you when it relates to sales, about the worst I have experienced when it comes to account management. It is clear they do not care.

Overall: Ease of use. It's easily adaptable to various environments and can be easily installed and allows multiple users.Too many clicks. Seems to be designed by a programmer, not a heavy user who has to navigate multiple screens.It has a lot of features. There is not much you can not do. You can customize all ares if you have the resources that are needed.

Salesforce is a beast...but I love it.

Jan 09, 2019
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I have used SFDC for over 10 years with a lapse of 2 years when I was using Pipedrive at one of the firms I was working for. I was an admin for two different organizations as I was the one with the most experience. It is an absolute beast with so many features that I couldn't even begin to tell you all of them. The level of Customization available is both a pro and a con. After using a CRM as basic as pipedrive the one standout for SFDC for me is the reporting capabilities. For a sales director that wants usable data to drive performance and improve my business, salesforce provides that data anyway I want to slice it.

Cons: For a first time user it is daunting. The level of customization is overwhelming. You will want to take a course or watch 5 days of youtube videos to get up to speed. There are a lot of different views, tabs, features that can get confusing. Especially if you go from company to company as it can seem like a totally different product depending on how it was configured.

Capterra loader

B2B Necessity!

Sep 25, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is vital in any B2B sales role. I love it's ease of use, organization, and storage! I am able to keep a list of accounts/leads and easily call/email right out of Salesforce! I use the CRM daily and I have experience with other CRM's and Salesforce topples the competition without a doubt. The reporting abilities have allowed myself, as well as my teams, to uncover accounts/leads that can get buried. Salesforce also integrates with a wide variety of platforms and solutions which makes streamlining my processes impeccable!

Cons: The reporting feature can prove difficult, but once you master the fields you are looking to find data on, it get's easier!

Overall: As a B2B sales rep, Salesforce is the first tool I use in the morning and the last before I leave for the day. The CRM keeps all of the information from my accounts/leads in one centralized location and the customization is a dream! I can store all information and notes in one location to reference on each call and email that I send. The fact that Salesforce is integrated with every other tool I use, makes my job 1000% more efficient!

Capterra loader

Salesforce is a great way to keep a finger on the pulse of your sales organization.

Dec 14, 2017
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: A customized platform makes managing your sales organization exponentially more efficient. Eliminate lengthy recap meetings that your sales team hates and frankly create black holes of time. Anything you want to know about your team's progress can be easily reviewed in the dashboards. Then you just meet with those who need assistance or one-on-one coaching.

Cons: It can track EVERYTHING you'd ever want to know about your clients and pipeline. Therefore, it becomes extremely time-consuming when you mandate that your sales team enters every single piece of data. Buy in from your staff can be slow. Be patient and only track what's important. I've seen instances where trying to implement this highly sophisticated CRM has caused a complete turnover.

Overall: Housed account details, revenue history, products purchased history. Tracked contact details and notes. Tracked call and appointment history and details. Ability to track weekly sales activity at different stages of the sales pipeline. Ability to track revenue by sales stage. Track performance to KPIs. View progress at the team level or by individual.

Capterra loader

Great Tool, But Get the Setup Right

Nov 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: As a Salesforce administrator for a mid-sized nonprofit and a consultant, I think this is an excellent tool for nonprofits. Most nonprofit tools are very siloed--only allowing you to do one thing, like track donors or track programs. But with Salesforce, you can combine all your data into a holistic view, which is great. It's also easy to build automations, which can save a ton of time, especially for super-busy nonprofit organizations.

Cons: Setting up Salesforce is easy if you know what you're doing. But too many nonprofits, especially, don't get the set up right on the front end. That can make things overwhelming and confusing and lead to user errors and frustration. Being thoughtful and thorough with your original setup is absolutely crucial.

Overall: We used Salesforce for donor and program tracking at my day job, and I do implementations for small nonprofits to do the same. It's a very flexible tool that is easy to customize but that also comes with great options out of the box. Overall, it's an excellent way for nonprofits to better manage their data and drive results.