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

16 Reviews of Salesforce.com

 

from TFKE Realty
Specialty: Real Estate
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

REthink CRM for Salesforce - A+

Ease-of-use

It took me about a week to get the ins and outs of the system. I'm not that tech savvy.

Functionality

It can do anything we want. I have some more customizations I want to do down the road. We can grow into the CRM.

Product Quality

It is reliable because it is built on the Salesforce platform.

Customer Support

A+ support. Any time I reached out, they always picked up the phone and were nice and patient.

Likes Best

I like the customer support team at REthink and their in house delivery team. They have customize the solution and have lots of great ideas. You can set up a lot of automation and make the system work for you.

Likes Least

I wish I did not have to pay the license upfront, but that is how Salesforce does it.

Recommendations

Get a personal demo from a sales rep! If you sign multi-year deal they will often give you discounts. Ask them if their support team is based in the USA! Ask for a 30 day trial.

 

from Affiliated Solutions
Specialty: Banking
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Salesforce.com

Ease-of-use

It's easy to use, mostly. It's pretty intuitive once you have figured it out.

Functionality

This product collects and tracks clients in a manner that works for us.

Product Quality

This product is well-designed and has what we need.

Customer Support

Customer support is good. They are responsive and will spend as much time as you need.

Likes Best

It's a flexible product with good support.

Likes Least

The email service is a bit weird. It makes outgoing emails to contacts seem like spam.

Recommendations

Focus on what you need or will need, and make product features fit your needs.

 

from Leiberman Financial Consulting
Specialty: Consulting
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Worst Experience

Ease-of-use

It took us two hours just to create a custom report that actually worked. Then, for some reason, I couldn't share the report, so the other user had to recreate the custom report.

Functionality

Once we started customizing the system, we were faced with all the limitations such as number of custom fields, number of workflow rules, number of mass emails per day. All of these were not told to us when we purchased.

Product Quality

Quality software once you get it right and spend a lot of money.

Customer Support

We felt we didn't get any support until we sent our cancellation later. Then, they started listening.

Likes Best

The CRM is great if you can get it to work. In theory they are the best, but in practice, it was too hard to customize without paying third-party consultants!

Likes Least

Our Quickbooks Integration with Salesforce.com suddenly broke and stopped working. We tried to call support to solve the problem, and they kept planning the third-party software. After three weeks of constant pain, we finally decided to cancel the service. Two days later, they solved the problem! We decided to leave them anyway and went with Salesboom.

Recommendations

I would make sure that I do not sign a yearly contract.

 

review detail from Quotient Biodiagnostics
Specialty: Healthcare / Medicine
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Frustrated by support and hold times

Ease-of-use

It is tough to make the charts and graphs that I want to make. If I call for help, I am on hold for at least two hours before someone answers.

Functionality

Tough to call and ask for help. I have tried to call twice. I am always on hold.

Product Quality

I set up my cloud. So it is as detailed as I allow it to be.

Customer Support

The wait times for support are unacceptable to me. When I've called, I've been on hold for two hours before someone answers.

Likes Best

This product/cloud is set up by the end user. It is as good as you make it.

Likes Least

The wait times for support are unacceptable to me.

Recommendations

Do not call and ask questions unless you have two hours to wait.

 

from Gemini Bio-Products
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

High expectations with a lot of disappointment

Ease-of-use

There is a lack of support to help you through the kinks! Otherwise, it is easy peasy which is unfortunate. They've taken a great product and mucked it up with the lousy customer support.

Functionality

See above. The product would meet my needs if I had better support.

Product Quality

The product quality would be better with better support.

Customer Support

I don't have support. When I have a question, I'm thrown into a "ticket cycle" that seems like it should be efficient but really isn't. It's a whole process when I need help, and of course, they all say, "Well, did you watch the instructional video?" although the answer is yes!

Likes Best

The product itself is a great tool for getting organized and growth.

Likes Least

The support calls that you get are not helpful. I was told that my gmail messages could not be directly saved in salesforce due to a google contract which I wish I would've know before I signed up.

So far, I've been running into land mines since I joined them, and as a small business owner, I can't afford to make many expensive mistakes. Each time I need help and try to us the "Premier" status I paid for, I'm extremely disappointed. I have to open a ticket, and then get emailed about the open ticket a few times before I find out the person who contacts me can't handle the "ticket" I filed. Then I keep getting referred to someone else, and it is just a huge process. I just want to talk to someone who can help me.

Recommendations

Do your homework. I would definitely evaluate other programs that offer "premier" support then check the ratings. I have no problem paying for the extra handholding; however, I am highly disappointed with them.

 

from Brandwatch
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Apparently the best CRM system but still ugly, painful and expensive

Ease-of-use

It doesn't look great, and the structure of the different fields is hard to figure out and not very intuitive.

Functionality

Nothing really works as well as it should; it can't tell me historic Monthly Recurring Revenue, I cant track lead conversion rates very well, and the report exports are formatted in an unfriendly way to manipulate in Excel.

Product Quality

It looks really ugly, becomes incredibly intensive to manage and does almost nothing really well off the shelf, resulting in us buying in lots of expertise and plug-ins.

Customer Support

This works well. They are usually quick to answer and can be helpful. The FAQ and help screens are not very helpful, though.

Likes Best

It allows for lots of different features, plug ins and ways to capture data.

Likes Least

I don't find it all that visually appealing. It becomes incredibly intensive to manage and does almost nothing really well off the shelf, resulting in us buying lots of expertise and plug ins.

Recommendations

Research if there is a way to use in-house software instead. I've never heard of a better off-the-shelf system than SFDC, but maybe one is coming along?

 

from Temporary Repair LLC
Specialty: Construction
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Small business say NO!

Ease-of-use

You have to open each page. Mapping with apps is not integrated for mobile, only desktop.

Functionality

I found it was too complicated and took to long for our needs.

Product Quality

It's good, but I hope you have some time on your hands.

Customer Support

You Tube videos and unhelpful salespeople (after they have your credit card).

Likes Best

There are lots of apps. However I have found that many app companies apps are not truly integrated. For example, Constant Contact has an app for import. It is much easier to save an Excel spreadsheet and import that into Salesforce rather than the multiple-step application. So many of the apps advertised are unnecessary and, in my opinion, a waste of time. I did find some that were quite useful, though.

Likes Least

I felt like there was a lack of support and customer service. All they wanted me to do was to watch YouTube videos. I did watch a ton, and they are useful. However, when I needed the assistance of my rep to put my account on hold for a few months during our downtime on our season business, all he could do is tell me salesforce could not do that, and I should watch more videos to make use of this slow time. I felt no regard or care for our business or how it ran, which was very disappointing. They have gotten so big that they do not seem to care or need small business.

Recommendations

Think twice before committing to a year. They will not let you break or put on hold. We found this software had too many layers and took too long to enter contacts. I wish we had not purchased it.

 

from Bright Promotions

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We have used Salesforce for close to a decade. We choose them at the time because they were the only show in town in terms of cloud based providers. At the time I felt they were great, but have found over the years that they have not innovated in the most essential areas, instead opting for headline grabbing sparkle.

There are 3 main areas where it falls down. The first is with email; in todays world, email is a vital part of customer relationship management. In spite of this, Salesforce have a system that is not only outdated, but that never worked properly. The system ends up producing emails that look unprofessional, are slow (when attaching a file), and generally akin to something produced in the stone age period of Internet development.

The second is with Customer Support; they're always very friendly, but talk in technical jargon that most do not know, across phone lines that may or may not provide enough volume to hear the call, and accents that are often difficult to understand.

Finally, there's the on-line Help. Like the customer support, the online help is usually too complicated to understand or be of benefit.

 

from Clarke Allen

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We looked at at least 6 software programs before making the decision to go with Salesforce. We are only 3 days into the process of adapting this software in our organization but so far the process has been painless. I love the additional tips I am getting from the blogs, and other videos available on the website. We are an experiential agency, designing and planning events, and our goals are to improve internal communications, and increase sales. Can't wait to see how this will work for us!

 

from Hiets

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Salesforce has lots of functionality.

The customer support is not ideal. Their idea of customer support is people in India who answer the phone after 40 minutes to open a ticket. They don't speak English well, and tell you they will get somebody to call you. The person who called did not understand my very simple question about importing data and then closed the ticket after sending me a link to the support issue I had referenced from the help site.

After 5 days, I still have problems importing the data, and they have closed the case with no ability to reopen it. My salesperson was upset that I didn't call him to share my problem during the trial, and didn't seem to understand that customer service is important and that sales people generally disappear after the sale is made. I am trying other systems right now.

 

from Kenon & Associates

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

My sales support Fabian was fabulous. Not too pushy of the product, however he made sure subtly to show me everything Salesforce has to offer. I knew this was what I needed but still with uncertainty, Fabian again reached out and scheduled a one-on-one hands on tutorial to provide more overview of the product. He wanted to make sure I knew what I would be missing had I not purchased it. I have since purchased Salesforce and it has been even more pleasantly surprising by easy customization tailored to our business needs. The navigation is simple and the buyer is provided with any topic tutorial link that walks you completely through your task! The capabilities of the product harbor your entire business under one cloud and program. I love it so far, it is too early to measure the cons.

 

from eMaint Enterprises, LLC

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

eMaint Enterprises provides web based maintenance management software to help maintenance and facilities manager better track assets, recurring maintenance and inventory for improved profitability.

We started using Salesforce in 2007, starting with the team edition. As our team grew, we upgraded to the Professional Edition.

We generate a significant volume of leads from our web site which we were able to import directly into Salesforce via their web:lead program. As our lead volume continued to increase, it outstripped our ability to manually follow up on every inbound lead. That prompted us to implement a marketing automation and lead scoring/nurturing program.

This required us to upgrade to the Enterprise edition which provides access to the API for integrations with marketing automation software. The Enterprise edition allows us to define workflows and automate processes and really tailor the system to match our sales processes which continue to evolve.

We recently began utilizing the product catalog and now generate all of our quotes and subscription agreements through Salesforce. We also started using Salesforce to track sales against quotas and annual forecasts.

We were able to accomplish this with internal resources, relying on their documentation and, on occasion, customer support. The system is highly intuitive and can been configured extensively. The help and training tab and having access to a sandbox account is very helpful. Support is there when we needed some guidance.

We have had many new members join our team. The learning curve for Salesforce end users is quite short (shorter than for any other software we use).

Customer support is helpful. We only have basic support so we typically have to wait a day or so for a response when it's a non-urgent matter.

We also utilize Chatter for sharing info among team members, even those who aren't Salesforce users.

It's the backbone of our entire sales and marketing process. Between Salesforce and the app exchange, we have yet to find anything that couldn't be accomplished.

 

from XLEMR

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

My company works in Health IT, and we have used Salesforce.com to manage our leads and prospects for many years now. It is the most easy, intuitive CRM we have used. Being web-based, we can access it from anywhere, and it does not bog down our computers like the other CRM we used which ran locally and required database software. Web-based means we also don't have to manage installation or the networking required to share databases among different users.

 

from HealthFusion Inc.

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Salesforce has allowed us to streamline our customer service and implementation processes for new and existing clients. We often require high levels of customization for both departments and the tools and resources offered by Salesforce allows us to achieve maximum up-time while catering to each individual clients' needs.

The automation features help coach our clients through the adoption process and allows them to work on their schedule but still receive a high level of customized support and access to user resources.

The customer support team for Salesforce has guided us through developing the web-based software to our needs and has always responded quickly, often through multiple channels such as email, phone and live chat.

Our dedicated account representative checks in on a regular basis and walks us through new features that could help our productivity and provide a higher level of support to our clients.

It would be hard to imagine promising our clients the highest level of support without this valuable tool.

 

from FastPay

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Salesforce in invaluable to our organization. As an investor and advisor to several startups, I always recommend companies begin scaling their sales & marketing efforts by installing Salesforce. The beauty of Salesforce is that you can start with a basic out-of-the-box package and upgrade to the different tiers as your organization grows. If you do not have access to all of your organization's data at your fingertips, then your are inevitably hindering your growth. Salesforce supercharges your access to information - which in turn gives you the tools you need to succeed.

 

from FastPay

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Salesforce is beyond vital to our team. We'd be in hell without it.

We've customized it a ton and the features we've created are core to the way we do things now.

Can't imagine not using it.

 
 
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