Salesforce Sales Cloud Reviews

“Lead tracking that delivers”

Pros

Keeping up with a large number of leads is much more manageable with this system. Setting tasks as reminders to call or follow up with specific patients is simple and it also does a really good job of reminding me about incoming payments.

Cons

The one thing I'd really want improved is texting, it should be more convenient to send messages to patients and get replies back.

“Enterprise integrations that scale”

Pros

One of the biggest strengths of this platform is its wide range of plug-ins from hundreds of third-party providers. It delivers the most value when you connect your email and calendar systems and while that can be complicated in banking environments, it still feels extremely important to set up properly.

Cons

Compared with other options, the pricing has definitely gone up. It still seems like the strongest choice for large enterprises but smaller businesses and possibly even some mid-sized ones, may find that other providers have started to pull ahead.

“Reporting and customization”

Pros

This platform is very powerful and handles a large volume of customer-related information really well. It also gives you the flexibility to build your own reports and customize both the features and the layout to match your needs.

Cons

Case management pages can feel overcrowded because there's so much information on them which makes quick navigation more difficult.

“Versatile across teams”

Pros

Across our business, we rely on it in a lot of different ways, from hiring and claims management to call center operations. Each area has been tailored to match those specific needs and having one system that can adapt well across different functions is incredibly important for us. The database and overall functionality also feel familiar so even people who are brand new to the business do not have to be retrained on a completely different system.

Cons

Biggest downside is the lack of an simple report builder. The reporting capabilities are extremely powerful and work very well for a data-heavy company but figuring out which filters to use to pull the exact data you need can be frustrating and time-consuming. When something goes wrong, tracking down the issue feels a lot like playing hide and seek.

“CRM that scales”

Pros

This tool has been our go-to sales CRM for years, along with a lot of the related tools around it. On the marketing side, it's really helpful to track leads through each opportunity stage and see how effective our campaigns and efforts actually are. The reporting is incredibly valuable as well. We've been on it since 2007 and it has scaled up with our business in a big way.

Cons

Cross-object reporting still needs improvement because some reports continue to limit which field types can be connected. They made an attempt to improve this in new version but it still doesn't feel convenient. We've also run into compatibility problems between various versions of Safari on Mac. I end up using Firefox on Mac since VisualForce opens each object in a new tab there and that makes the account and contact pages almost unusable. On top of that, the cost of data storage is ridiculous.

“Lead tracking and reminders”

Pros

Having everything in one place really helped me manage leads, set reminders, monitor emails and stay on top of every stage in my sales cycle.

Cons

Biggest frustration was how inconsistent it was with Gmail. When I sent emails directly through the platform, it showed me when and how many times a client opened them. But when I used Gmail instead which I preferred because it was easier to access across devices, the new version feature would log that I sent the email and upload the message text but it would not track when or how often the client opened it which meant losing important information. At times, it did not track the email at all.

“Flexible integrations and reporting”

Pros

One of the biggest benefits is how well it connects with a lot of third-party products so it can scale along with the business. The graphs and overall layout are customizable and several of the built-in reports are really strong right out of the box. The workflow can also be tailored up to a certain point and we used it to track Customer Support tickets through Development, including the full lifecycle of each ticket.

Cons

The downside is that we had to bring in a specialist for custom programming and even for setting up new users and at $300 per hour that gets expensive fast. It's far too complex to program on your own. Even basic tasks, like emailing a coworker a link to an IT item, are unnecessarily difficult. On top of that, during the last 3 years the IT servers were down for several days with no workaround available which created total chaos.

“Login and stability issues”

Pros

It does a nice job of keeping all members informed with information shared in the community and it also lets us manage and store a large number of groups.

Cons

A recurring problem is with the login credentials which sometimes block access to the data. There are also times when the application stops working and only runs again after rebooting the laptop.

“Reporting for CRM success”

Pros

It's still an absolute powerhouse when it comes to sales CRM. Sure, it costs more than a lot of competing tools but the feature set easily justifies the price. The reporting in particular is fantastic to work with.

Cons

At times, the interface feels a bit awkward. It's also frustrating having to switch back to the classic view just to access certain features.

“Sales tools at a fair price”

Pros

Getting started didn't take long which was a big plus. It has pretty much everything needed to run an effective sales campaign, the list sorting is simple to manage and the price per user is very reasonable.

Cons

Out of all the CRMs we tested, this one ended up being the best fit. HubSpot was a little easier to pick up at first but their contact-based pricing was extremely expensive.

“Favorite CRM with great support”

Pros

Right from the start, this has been my favorite CRM out of all the ones I've worked with in my career. It really handles everything in one place, from lead management all the way to order processing. I've always been a big fan of Classic version but after spending the last couple of months using new version, I'm genuinely excited about where Salesforce is headed. Their customer service team is also outstanding. Anytime I run into an issue and report it, I usually get a phone call the same day and the problem gets taken care of quickly. I'd absolutely recommend Salesforce to anyone who's having problems with their current CRM.

Cons

One challenge is that customizing the CRM after your org is already up and running can be difficult. Once you start using a new CRM, you naturally discover things you need and things you don't. Since coding in Salesforce isn't something I'm comfortable with, we usually bring in a third party whenever we need to make internal adjustments. Aside from that, I really love Salesforce.

“Useful for many clients”

Pros

Across the different clients I've used it with over the years, one thing I've noticed is that it can look different from one client to another. There's also a huge amount packed into it and honestly, I haven't used everything myself or even come close to exploring all the features and links in the software. Even with that, it's still an overall very useful tool.

Cons

It's definitely complicated. You really need proper training before you can fully get the hang of using Salesforce.

“Confusing and broken workflows”

Pros

Honestly, nothing stands out in a positive way. This application makes every interaction worse, it's confusing, case ownership is unclear and the communication tool has zero traceability.

Cons

At this point, everything about it feels frustrating. This application has become the bane of my professional existence, it's confusing, there are no clear owners assigned to cases and the communication tool offers no traceability at all. If these broken processes haven't already cost us customers and money, I'd be surprised.

“CRM with broad integrations”

Pros

Among the CRM tools I've used, this one stands out as the best by a wide margin. The proprietary app exchange is especially valuable since it lets the software connect with a large number of partner platforms and services.

Cons

One downside is the annual-only pricing structure. There are probably valid reasons behind it but it still makes the product too expensive for many smaller organizations.

“perfect features and customization”

Pros

Using it day to day has been pretty easy. There are lots of features that make organizing opportunities and leads much more efficient. My company can also customize plenty of tabs which helps a lot with managing client data better. It connects well with our phone system and email accounts too. The Chatter feature is especially useful for staff communication since it keeps those conversations tied to the relevant client record.

Cons

The only issue I have is with a recent update that made certain tabs take longer to find. That said, I was able to report the problem and they were responsive about it.

“Helpful route planning”

Pros

Being able to map out and plan routes ahead of time is a big plus. The map also works well for guiding you to the destination when you're on the way. It does a great job of keeping all the information entered organized and on track. You can also customize it to fit your business workflow pretty efficiently.

Cons

Every now and then, the app crashes and has to be restarted before it works the way it should again. For certain deals, transactions still can't be completed inside the app so you have to go through the call center or use another method. I also wish the app could calculate total pricing on its own instead of making you rely on a separate calculator or carry around a pricing sheet or guide all the time.

“Outdated UI and mobile gaps”

Pros

Since a lot of sales professionals have already used this platform before, bringing new team members on board usually takes less training. It keeps information in one central place where teams like sales, customer success and renewals can all collaborate. It's also useful to view account activity and see exactly what has been communicated, instead of needing to be copied on every customer email.

Cons

Although the core features are fairly easy, getting full value from the product and using all of its capabilities seems to require working with a Customer Success contact or paying for additional support. The design feels somewhat outdated and the interface is not very user-friendly. The mobile app is missing a lot of functionality as well. I've also seen the same issue across several companies that used it, where parent companies and acquired entities do not align properly which leads to multiple account pages and creates problems within Gainsight. That may come down to admin setup but because it has happened in multiple places, it feels like the UX should be improved to help prevent those administrative errors.

“simple cloud access and value”

Pros

Right from deployment, the cloud-based setup worked flawlessly and made the software accessible from anywhere. It's also very cost-effective and feels simple to use.

Cons

Because it runs in the cloud and depends on internet connectivity, network problems can be a big drawback. Integrating third-party tools is also quite frustrating.

“Flexible ecosystem and extensions”

Pros

The platform itself is excellent but the part I appreciate most is the ecosystem around it. Adding new components and expanding what the platform can do is really easy which makes it very adaptable.

Cons

Honestly, the only downside for me is the performance. It has gotten much better lately with the new version capability but it still feels a bit more sluggish than I'd prefer.

“Reliable support and growth”

Pros

Since the WorkGroups launch, we've been using this tool and have been really happy with the support team. They've continued to support us well and keep expanding the Open platform capabilities which has been a big plus.

Cons

The biggest challenge for a smaller company like ours is the pricing and it looks like it will likely stay at this level. We plan to keep using SFDC but I'd really like to see more pricing options designed for SMBs.