Salesforce.com CRM Software


 

The Salesforce cloud is the leader in on-demand customer relationship management. The system offers a broad suite of CRM applications for small, mid-market, and enterprise organizations, with a focus on sales and support.

Sometimes referred to just as "SFDC," Salesforce offers vertical solutions for the wealth management and financial services segments only, but its partner network (AppExchange) offers a wide variety of other industry-specific solutions. The applications are built on the unique Force.com platform, a modern architecture that provides increased flexibility and scalability to suit organizations of any size.

The Salesforce app has capabilities in sales management (its heritage), marketing automation, partner relationship management and customer service. These work together to help organizations manage customer accounts, track sales leads, conduct and monitor marketing campaigns, and provide service post sale.

Salesforce’s social media application, Chatter, allows for social networking and collaboration across the organization. For very specialized industries and organizations, the Force.com platform enables custom application development. Developers can gain access to the application development environment and access the tools and resources they need to design, create, and deploy a custom app for their organization.

Salesforce for Outlook allows users to synchronize contacts, calendars, emails and tasks in both places to reduce double entry. Because these capabilities are delivered via the cloud, this happens whether the email or task is completed in the office, home or during the morning commute. Check out the Salesforce.com reviews below for more information about how the tool effectively streamlines work in Outlook with advanced Salesforce contact manager capabilities.

CRM Salesforce solutions are available only for software-as-a-service (SaaS) deployment. Force.com is a secure and scalable platform for development. It provides a complete technology stack that covers database and security as well as workflow and user interface. Because all applications are deployed in the “cloud”, they can be designed, built, tested and deployed without the added expense of purchasing hardware and IT support.

You might be asking why Salesforce over any other CRM? Check out the Salesforce reviews below for anecdotes from real customers. Also, you can click on the orange "price" button at the top of the page for more information on Salesforce cost estimates.

This will vary depending on the number of users and needed functionality. Salesforce for small business allows users to manage an unlimited number of contacts, track sales deals, manage tasks and events, harvest Web leads and track performance with reporting. While the Salesforce enterprise edition layers in call scripts, team-selling functionality, business workflow, setup approval and automation, custom applications, advanced API integrations and more. 

This Salesforce overview was produced by Software Advice, which retains sole copyright.

 

Salesforce.com - Sales Cloud CRM
 
  • Salesforce.com - Sales Cloud CRM
    Sales Cloud CRM
  • Salesforce.com - Accounts & Contacts
    Accounts & Contacts
  • Salesforce.com - Analytics & Reporting
    Analytics & Reporting
  • Salesforce.com - Case Management
    Case Management
  • Salesforce.com - Email Integration
    Email Integration
  • Salesforce.com - Collaboration
    Collaboration
Supported Operating System(s):
Web browser (OS agnostic), Mac OS

80 Reviews of Salesforce.com

 

from eTrigue
Specialty: Software / IT
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

SFDC - the 'IBM' of CRM.

Ease-of-use

The ease of use is from the fact that the user interface doesn't change from release to release.

Functionality

Managing my day - calls, notes, opportunities. I like the LinkedIn integration where I can see the person's face and profile summary without leaving the interface and without having my company pay any extra.

Product Quality

It just runs. Almost zero downtime. I've used it while working at multiple companies and I can hit the ground running.

Customer Support

I really don't interface to their customer support personally.

Likes Best

Consistent interface doesn't change over the years. So much other s/w has a steep learning curve with each new release. I can work with my day in SFDC.

Likes Least

I don't always know what happens to emails sent from the system. Creating an email 'blast' can be tedious. Forget trying to create any kind of email campaign based on prospect activity.

Recommendations

The s/w is tried and true. There may be other products that have a more 'modern' feel, but for the classic, day to day, sales activities, this fits the bill.

 

from Right On Interactive
Specialty: Software / IT
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Salesforce, from the Perspective of a Marketer

Ease-of-use

I've used CRM software my whole career, and I think Salesforce is one of the more intuitive platforms. However, for organizations who are just getting started with a CRM, it can still be daunting. Take advantage of training opportunities anywhere you can find them and try to designate at least one person as your organization's Salesforce Admin.

Functionality

It's an electronic rolodex (all CRMs are), but without it, I can't drive my marketing campaigns. The functionality is pretty basic, but you can add integrated applications to make it more robust to better meet your organization's needs.

Product Quality

I do enjoy Salesforce's commitment to quality. I've rarely had an issue with my Salesforce connection and when I have, support has been amazing. They stand by their product. I respect that.

Customer Support

They have great customer support, overall. Although, I don't have to call often.

Likes Best

I like that I can run reports, specifically tied to leads and where they came from.

Likes Least

Everything is still manual entry. If I have to rely on team members to add every detail, I know something will get left out. Even little things like names in ALL CAPS or all lowercase can cause a problem for my marketing campaigns.

Recommendations

CRM is CRM. If you put garbage in, you'll get garbage out. Make sure you have the bandwidth to support and train your people on how best to use Salesforce and gamify utilization. You'll need to really make sure everyone understands the value of the software and why your organization has it in the first place. If your sales team doesn't utilize it, it will be of no help to your marketing team.

 

from Red Spot Interactive
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Hard to beat Salesforce.com

Ease-of-use

It's a very intuitive system. You will not need a CTO to understand the basics.

Functionality

Very well. Between the customization options and the App exchange, you will not need to operate multiple systems.

Product Quality

The quality is very good and meets all our needs.

Customer Support

The ticket system can be frustrating, and it's not for the impatient.

Likes Best

This is the most intuitive, as well as adaptive, program I have ever used.

Likes Least

Updates are frequent, and it requires resources to stay current on changes.

Recommendations

Have the internal resources to support training your Salesforce Admin and getting them certified in its use. It will save you time and money in the long run.

 

from Anthem BCBS Federal Employee Program
Specialty: Insurance
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Salesforce

Ease-of-use

Once you learn where items are, it is very easy to use.

Functionality

So far, so good. We have found a few things we would like to change, but other than that, we are happy.

Product Quality

It has not gone down on us yet. It is stable, unlike our previous CRM.

Customer Support

The support gets back with you in a timely fashion. The level of your problem determines how quickly they get back with you.

Likes Best

We had been using Act since 1994, so we were reluctant to switch to Salesforce but after looking at over 100 CRMs, we chose Salesforce. There was a small learning curve for our team; however, the system is easy to modify, and reports are easy to set up and run. You can program it to automatically send reports to you. The best thing is the ability to access Salesforce from any mobile device. Also, we have lots of help videos and support. We have not been used to so much support.

Likes Least

I think if I had to make a comment on a negative, it's that you feel overwhelmed with so many options that the CRM can do. We are turning things on slowly so we do not overwhelm our team.

Recommendations

You get what you pay for. We found cheaper CRMs, but they lacked the support and help you may need.

 

from Freefloat AB
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Strong platform with lots of flexibility and extension but lacking som

Ease-of-use

It has a very clean and easy to customize interface. It's a little dated in its design, but is still very clean.

Functionality

We are using bracket pricing and multiple currencies and the support for both features are lacking at best.

Product Quality

The available functionality is always working. We have never experienced any down time.

Customer Support

Customer support is quick and almost always calls back. They're not always able to solve my issue, but that's mostly because my package doesn't have the necessary features.

Likes Best

It's easy for users and managers to change the interface and the data that is gathered. It's very easy to customize dashboards and reports. It has lots of extensions available in the AppExchange store, both free and paid. A mobile app with almost all functions is available in an easy to use interface.

Likes Least

It's a rather old feeling to the UI and I dislike that the pages reload for every data change. There are no background updates to data. Basic email functionality is missing, like storing attachments on outbound emails sent from Salesforce. You have to add them manually. There is no support for bracket pricing or volume based discounts in the basic product. The support is bad for multiple currencies.

Recommendations

Check if the functionality and the processes you require is included in the package. Some processes that seem simple require automation only available in more expensive packages.

 

from Nextiva
Specialty: Telecommunications
Size of portfolio: 101 or more users Portfolio size: 101 or more users

About Salesforce

Ease-of-use

I think that learning to use the platform is easy. It's very intuitive in the way that it is set up.

Functionality

I would have given a 10, but the last two companies I worked with were unable to run payments with Salesforce.

Product Quality

I think that the layout and graphics are great! One thing that our company has done is branded our name in our Salesforce account. We also have a tracker for EOQ and Hoopla as a tab.

Customer Support

I have not worked with customer support directly, but my coworker said it is all email based.

Likes Best

Salesforce is in my opinion the best way to keep track of all contact with customers. The follow up tasks, cases and notes let you know exactly where to pick up with leads. I love that there are multiple ways to look up an account, lead, etc!

Likes Least

We had an outage yesterday that was rather frustrating. As this is my main tool, I was unable to work with new clients and save thier info. I had to take an extra step of using Word and this was not effective for me.

Recommendations

Look at how the program works for you and how it affects your daily use.

 

from Ogburn Enterprises, LLC
Specialty: Consulting
Size of portfolio: Single user Portfolio size: Single user

An excellent tool for the one-man shop

Ease-of-use

Overall it is pretty easy to use. If I could create a new contact in Gmail and have it populate Salesforce or vice versa, it would save me data entry time.

Functionality

It does everything I need to do to manage my client interactions.

Product Quality

I really have nothing to rate for quality. It does what I expect it to do.

Customer Support

I've rarely needed support, but when I did, I got what I needed.

Likes Best

As a consultant, I needed a way to track my contacts with potential clients. Salesforce.com was relatively intuitive and easy to get started.

Likes Least

It doesn't read my mind. I actually have to go in and type the information.

Recommendations

I believe I had a free demo period so I could test drive the software.

 

from Choice Ballast Solutions, LLC
Specialty: Consulting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

It was very easy to get started after the product downloaded.

Ease-of-use

It is fairly intuitive. It starts with the account input and then the contacts. It even allows for a short email/memo after adding to the account.

Functionality

It works perfectly for our needs as we are traveling and it allows us to add accounts/contacts, and our other people can track what we are doing and who we are seeing.

Product Quality

The quality is great. We haven't had any issues on our end with anything.

Customer Support

I called my salesman several times. Most times he picked up the phone and when he wasn't available, he called back within the hour. If he did not have the answer I needed, he directed me to where I could find it, or he sent me the link.

Likes Best

The software was very easy to get started in. We did not change any of the initial settings, and I was able to get other users started quickly. When we did have an issue with an app, I had my answer in minutes on their tutorial connection.

Likes Least

There is very little to not like. If I had to pick one thing, it would be the pressure to get the deal done on your timeframe, not mine.

Recommendations

There are some good apps that help make the software work better with MS Outlook. It saves a lot of time when you can link the emails directly instead of having to copy and paste.

 

from Invitae
Specialty: Healthcare / Medicine
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Recently rolled out successful implementation of Salesforce.com

Ease-of-use

The UI and configuration could be a little more straightforward, but in general, the system is intuitive to use and navigate, and there is a lot of functionality that I'm sure I'm not even aware of yet.

Functionality

We wanted to integrate with a lot of external systems, and Salesforce allowed us to do that without many limitations.

Product Quality

It's a highly functional system. I'm looking forward to adding to Salesforce as our business needs change and evolve.

Customer Support

I've interacted with support several times already, and they've been very responsive via chat and following up by phone.

Likes Best

After going through a fairly lengthy vendor section process (primarily deciding between SugarCRM and Salesforce.com), we decided to implement Salesforce to streamline communication and collaboration between our sales and support teams and gather information for metrics and reporting. We opted for the performance edition, and I've been very impressed by the flexibility of the system, both for general configuration and integration with external systems. The reports and dashboards seem easy to use, and I've had good experiences with Salesforce support thus far for any issues and cases that I've reported.

Likes Least

Part of the user interface could definitely use an upgrade, and some of the settings and configuration are not very intuitive (e.g., a user permission that should be a simple checkbox sometimes requires changes in three different places in the administrator setup in order to change it).

Recommendations

If you are new to Salesforce, I would definitely recommend working with a consultant to get it set up for your organization.

 

from Transfac Capital inc
Specialty: Other services
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Still getting acquainted

Ease-of-use

We made some errors in set up simply because we were learning as we went. This is a customer support issue. Some guidance would have been nice.

Functionality

My rating may go up six months from now, because we are still figuring things out.

Product Quality

It is light years ahead of our old Sage ACT! system.

Customer Support

We finally got to the point of demanding some attention and they came through with a nice GoToMeeting presentation.

Likes Best

The chat feature that allows everyone to track the status of a prospect is my favorite feature. For routine interoffice centralized communication, the interface is very user-friendly.

Likes Least

I like customer service the least. The most common response is just Google your question. One of our users has probably posted an answer to your question. Some of the report modules are difficult to figure out.

Recommendations

Be very clear about what you want your CRM to do. Salesforce has immense capabilities, but you may be buying a lot of apps to get what you want.

 

from Reynolds Industries
Specialty: Manufacturing
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Solid Product. Maybe Too Many Features?

Ease-of-use

I like the accessibility and that it's user-friendly. All the fields are drag and drop.

Functionality

Reporting options are limited. I would like to see an "OR" option for the base users so multiple reports don't need to be run for multiple variables.

Product Quality

It's solid overall. Salesforce1 can be slow at times, and sometimes, it reports the previous inquiry's contacts instead of the new account's.

Customer Support

They have good online forums. I haven't engaged with Salesforce directly.

Likes Best

It's accessible from any computer and with the Salesforce1 app.

Likes Least

MS Outlook integration! We can't seem to get it to work with everyone's Outlook, so we're manually entering contacts now!

Recommendations

Read the reviews. Once you've started entering data, you're committed!

 

from PEAK Performance, Inc.
Specialty: Education
Size of portfolio: Single user Portfolio size: Single user

This product is awesome!

Ease-of-use

It's very user-friendly once you learn how the system works.

Functionality

It meets every aspect of our business. We couldn't have asked for a better CRM.

Product Quality

Once you learn the system and understand its functions, the quality of what you pay for is superb.

Customer Support

Outstanding. The vendor is always there when you need them, and they answer all of your questions.

Likes Best

I like the staff and how easy Salesforce is to use.

Likes Least

Nothing. We really haven't had any problems using the product at all.

Recommendations

You must try Salesforce. There is no comparison.

 

from IDEXX
Specialty: Other
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Salesforce was the right choice for us

Ease-of-use

It's very intuitive and easy to use! The setup is very fluid and dynamic, so we can make changes if we would like, and the ease of use really helped our adoption rate!

Functionality

Account management and forecasting are way better than what we were using before. Plus, we are looking forward to adding on marketing automation in the near future!

Product Quality

It's really easy to use, especially for our not-so-tech-savvy older sales reps!

Customer Support

They have been very responsive to all of our questions.

Likes Best

The vendor has been super helpful and responsive with any questions that we've had so far. We have only been using Salesforce for a couple of months, but so far, it's been easy to use! The system is easy to adopt, there is tons of training available, and it is really intuitive.

Likes Least

The pricing was a little confusing. There is the license, and then there are other add-ons that aren't transparent from the beginning. There is the sandbox pricing (QA environment), enterprise license fee, etc. Make sure that you are aware of the final cost per user above and beyond the initial license fee.

Recommendations

Be aware of any implementation costs above and beyond the annual licenses; there may be significant costs involved to implement not only Salesforce, but also to integrate with your ERP system.

 

from Ferromin Inc.
Specialty: Manufacturing
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Small company utilizing Saleforce.com to collaborate

Ease-of-use

The user interface is not completely intuitive. One must have some experience to understand the usability.

Functionality

As we work quite remotely as an organization, it gives us a vehicle to stay informed and connected.

Product Quality

The quality of the product is quite good, but as a minor user, we don't have access to its full capabilities.

Customer Support

As we are a limited user, we did not get ideal support. It took several hours to connect with someone that could help me bring a new user online.

Likes Best

What I like most is the information sharing capabilities it brings us. We all work remotely, and it helps to keep tabs on what is going on in the organization with things like Chatter.

Likes Least

As we have click-to-run MS Office, we were not able to utilize Salesforce.com's Outlook syncing. We have had to utilize a third-party application for which we have to pay, and it also can be somewhat cumbersome.

Recommendations

Make sure it works with click-to-run MS Office before getting too deep into using the product.

 

from Credit Financial Services
Specialty: Other services
Size of portfolio: Single user Portfolio size: Single user

Gets you organized

Ease-of-use

It's really easy to learn. I picked it up intuitively, but there are also training videos if you get lost.

Functionality

Great. It helps us follow up on leads and schedule check-ins to maintain existing customers.

Product Quality

I think the reporting really takes it to the next level quality-wise.

Customer Support

I've never needed customer support because they have great online self-help tools.

Likes Best

It can be accessed from anywhere since it's cloud based. It's great for doing sales calls or when you have a sales rep who works from home. It also allows you to be able to check up on sales reps to see how they're working through clients.

Likes Least

Setting it up for the first time and putting in all your existing client info can be daunting.

Recommendations

Look for ease of use. You don't want to have to go through an extensive training process for something that's supposed to make your life easier.

 

from Titus
Specialty: Construction
Size of portfolio: Single user Portfolio size: Single user

Salesforce review

Ease-of-use

Its interface and menu options were self-explanatory.

Functionality

It allowed me to connect with my Outlook application.

Product Quality

No bugs, no issues with lost data, and no issues creating custom reports.

Customer Support

It would have been nice to offer more tutorials. In addition, the contact phone numbers were not available at first.

Likes Best

I like the price point and Salesforce's ability to interface with Outlook.

Likes Least

In order to get the mask marketing templates, you have to upgrade to the more expensive option. That's not too attractive for a small business. It needs a price point in between.

Recommendations

None. I don't have a problem providing feedback. I think it helps the community make purchasing decisions.

 

from A One Man Shop
Specialty: Other services
Size of portfolio: Single user Portfolio size: Single user

More Than A Contact Manager

Ease-of-use

There is a learning curve to generating reports and adding custom fields. Like anything, it just takes some time.

Functionality

Yes. Salesforce has an abundance of functionality of which I have barely exploited.

Product Quality

Continued development and upgrades ensure users are getting the best.

Customer Support

I haven't needed to contact support. A little noodling within the site and the support pages was all that I needed.

Likes Best

After using Salesforce for a year, I am amazed on the degree of flexibility and customization the platform provides. I'm using Salesforce for account and client management, but there's so much more to it. The price point makes this software indispensable for even the smallest of businesses.

Likes Least

Its depth and sophistication require some effort when getting started. If you have several years of computer experience (ideally database management or design), learning Salesforce will be a breeze.

Recommendations

If you need customizable cloud-based software to manage account and client based contacts, this is the way to go. There is an abundance of mobile platform applications that exploit your database and information needs. Check to see if competitor platforms provide this functionality. You don't think you will need it? Think again!

 

from MaxBotix Inc.
Specialty: Manufacturing
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Great CRM, Reporting, and Automation

Ease-of-use

It requires that you go through some training, but it is pretty intuitive.

Functionality

It seems to meet all our needs and the new ones that develop.

Product Quality

I think this product has continued to grow and expand to meet the high demands of sales professionals.

Customer Support

It has been a good experience up to this point. My very first sales rep with the company was not all that was desired, but this was quickly remedied so that I was able to work with the company.

Likes Best

Salesforce is a great platform on which we expand our growing business. It seems to handle all the items that need to be added as your business grows. Next, all the apps really help with streamlining the processes. The documentation and training videos were a huge selling point for me. This meant that I could become very familiar with the product prior to purchase. Additionally, it provides the material for training my staff rather than having to create my own materials. This in and of itself is a huge benefit. The reputation of Saleforce is great. This gave us the needed confidence of the right long lasting solution.

Likes Least

I think the price is the hardest selling point for the software for a small to medium-sized business. Additionally, the fact the workflows are very limited in the professional edition means we are choosing to give up some desired functionality in our initial rollout.

Recommendations

We used a book called Predicable Revenue to help guide us on the system setup. This was very helpful. Additionally, hiring an outside consultant can be of great help, especially if you find yourself limited on internal resources.

 

from Equips
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

SalesForce Review

Ease-of-use

It's intuitive and easy to navigate through. The look of the pages is simple.

Functionality

It has email, calendar, tasks, and a whole lot more! The tracking and chatter capabilities with accounts and prospects is awesome!

Product Quality

It's always up-to-date and they are always making improvements to the software. The apps are definitely a plus too!

Customer Support

There are a few different avenues you can choose from to get help! Chat is great! You can also email and call. They are quick with their response time as well.

Likes Best

It's intuitive, which makes it easy to learn and implement throughout an organization.

Likes Least

The development phase in the implementation process can be frustrating if you did not purchase an outside developer.

Recommendations

Make sure it will benefit everyone in your organization, and ask yourself if the software will make life easier or just create more work for the users.

 

from Events of Significance, LLC
Specialty: Other services
Size of portfolio: Single user Portfolio size: Single user

Good to keep you organized

Ease-of-use

It's not intuitive or user-friendly, but it's powerful once you understand it and customize it.

Functionality

It's well-thought-out in terms of functionality.

Product Quality

It can do a lot, but it requires a lot of customization.

Customer Support

I did not understand the instructions on the self-help answer, so I emailed customer service and explained that I did not understand. They emailed me back with a link to the exact self-help answer that I did not understand.

Likes Best

There's a lot of flexibility and customization available.

Likes Least

The price is high compared to other CRMs. I do not think the platform itself is user-friendly until you get working with it and make it your own.

Recommendations

Check around. There are other CRMs that do the same thing for a lot less money either per month if you want cloud-based or as standalone.

 
 
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