Service Cloud Field Service Software

This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros

1. excellent CRM tools
2. Great analytics
3. Business growth metrics
4. Specific statistics
5. Company profile snapshots

Cons

1. Expensive
2. hard to get help sometimes
3. More options.
4. Some company employers don't believe in it

Pros

Great tools for call record keeping (calls and all communications)
Lead assignment between agents
Customer profile creation

Cons

Difficult behind the scenes (leads loading)
Working with excel and adding the leads to Sales Force was very particular and difficult

Pros

We use salesforce in multiple parts of the sale/renewal/implementation process. It's been excellent to use a product that has such full integration with pretty much every other tool we need to use.

Cons

You absolutely need Salesforce analysts to fix bugs, maintain the system, and help manage the tool. This is not an easy tool to keep running for an org, but it's worth it.

Salesforce Case management tool is easy to use, configure and the reporting tool is also powerful. I would highly recommend this product.

Pros

It is easy to use, highly configurable and can be administered by the business.

Cons

The license fee is expensive.

Advice to Others

Great tool to have.

I cannot live without Salesforce. I use it daily to manage my prospects and manage my sales. very easy to use!

Salesforce is a complete platform. Everything you need to make your company shoot for the stars is here. The ease of use and development is an advantage plus its accelerators give so many options to improve other needs

Pros

Ease of customization
Ready to use
Available accelerators

Cons

Modularized licenses
Cost

As a Salesforce Administrator in charge of Sales Operations, I would recommend this product to any industry. It is customizable to meet any business need for all business.

Pros

Customizable

Advice to Others

Only hire experienced administrators otherwise, you will not find the value you are looking for.

In the past when I used this product it had many customizable reporting elements that made it very easy to track leads, opportunities and sales with ease

Pros

Security is great, good customer service

Cons

Outages or latency degradation

I have worked with Salesforce for a number of years, both from a support side as well as an admin side. It is very nice out of the box and very easy to customize where needed. The automation features were always great. I have watched them evolve into some truly amazing features and become easier to use for the masses. I have recommended several companies purchase the platform, including but not limited to the company I currently work for. Each time they make the investment and see all that it can do for them, not just in sales and marketing areas, but also in HR, Project Management and so on, they are amazed and thrilled with their decision. The app exchange just adds the cherry on top of this magnificent sundae.

Pros

I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free.

Cons

The two biggest drawbacks I have noticed are the following:
The inability to use custom fiscal years in the new forecasting.
The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook.

Advice to Others

My best advice to companies interested in purchasing Salesforce is to work closely with their internal teams to identify and shore up your in-house processes before diving in. Put the effort into cleaning up current data and planning the transition with a good qualified consultant. Adoption is driven from the top down. The company heads and managers need to embrace the platform, get educated on it and use it so they can drive the adoption of their employees and answer questions as they come up.

Customer engagement becomes easy by using Salesforce service call center. Helps to supports customer with proper information immediately whenever needed. Track of all the services provided through case management.

Pros

Useful to track of all the service provided
userfriendly
Interface is really good

Cons

price is high as compared to other vendors

Advice to Others

Good product

It helps to resolve queries and provide suggestion much quickly and more effectively. Smooth functionality having all details of the customer in one particular software. Customer satisfaction is the key motive.

Pros

1. Customer generic
2. Knowledge base articles.
3. Connecting with social media websites like facebook, twitter etc

Cons

1. Salesforce software is costly than other software in the market.
2. One has to be trained so to understand all the bits and pieces of the software

Advice to Others

Salesforce Service cloud is a cloud-based application running on SAAS module. It's very scalable and very secure.

I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Pros

Accessibility: both on desktop and mobile app, very reliable
User management: easy to add user
Tech Support: very friendly and professional (too technical sometimes)

Cons

Set up: features are hard to set up. I had to Tech Support a couple of times for help.
Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it.
Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user.
Tech Support: respond time too long

Advice to Others

Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked.
Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

Pros

It does help service my clients and that translates into sales, easy to use and understand

Cons

I really love Salesforce and I don't have anything I dislike.

Advice to Others

It takes time to learns the ins and outs of the system. Allow for at least 2-4 months of use to evaluate.

We use it for everything but onboarding. The Counselors and Management love it.

Pros

You can adapt it for almost anything.

Cons

Tough for the technology challenged.

Advice to Others

Try it!!!

SFDC's Service Cloud enable's me as an account manager to quickly pull up customer cases to address issues with customers in real time. This is especially helpful when used with the SFDC mobile app. The integration with SFDC Sales Cloud allows me to get up to speed on customer cases and issues so that I can improve the customer experience from an account management perspective and work directly with the support team to help resolve issues. This solution has enabled me to provide quick insight and solutions to my customers, that used to take days or weeks to research.

Pros

Integration with CRM and real time data. Ability to view customer cases from mobile device and communicate with services support team through chatter.

Good platform on a solid and widely used platform, not as many customizable options as we would have liked. More expensive than several other options we explored and numerous options didn't suit our business specifically.

I have been using Desk.com for over a year now. We use this for our support center for our company. There is a page embedded right into our website that acts as a portal for all our support and warranty needs. The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases.

Pros

Ease of use and set-up, ability to customize as needed.

Cons

Business intelligence or reporting is horrid. Have to use a third party program to export all of the data to create reports on the fields that you can create within the program.

Advice to Others

Great opportunity to explore if you don't mind using a third party to do all of your reporting.

Likes Best

Very straight forward yet powerful, particularly on the desktop version. It is a major plus for us that it can work off-line. The reporting is incredibly helpful and easy to use.Overall very satisfied with it and we feel like we are just scratching the surface.

Likes Least

The mobile app needs some more work. (There are some inconsistencies in use between the desktop and the mobile). Other thant that we find no major flaws with the product.

Recommendations

In terms of value might be the best one around. Other options we evaluated were either too expensive for a small-scale operation such as ours or very limited in functionality.

Likes Best

Sales Force CRM can be very useful when you have the programming knowledge to build it out

Likes Least

You must build it out yourself. It would be better if it came with various functions and tasks already built.

Recommendations

This can be a great tool but you need to be willing to invest the time necessary to customize it

Likes Best

The service is great. Any time there's an issue, the salesforce team is quick and easy to reach. They can remote access in to help out with issues too if you can't rectify your problem over the phone. In addition, the software has so many resources. You can manage individuals' profiles easily and load tons of information into them so everything is in one easily accessible location.

Likes Least

There is a lot going on in the software so it takes a while to get familiarized with everything and develop your own style of keeping records.

Recommendations

It's a little on the pricier side but if you have a lot of information and want a great efficient way to manage it and reduce physical unorganized files laying around, then this is an amazing tool. The time you save by utilizing this software will ultimately help you develop your business at a quicker rate.