Salesforce Sales Cloud Reviews

“boosts productivity”

Pros

Getting started with the click-to-configure, code-free setup is fairly easy and it doesn't take long to learn or roll out. They've also done a really good job of introducing new features regularly and new version is much better now than it was when it first came out.

Cons

A few parts of it don't naturally fit B2C businesses especially the standard account-contact-opportunity structure. Even with Financial Services Cloud, handling the kinds of relationships that exist can still be tricky unless you add custom objects and make extra adjustments.

“Flexible workflows for teams”

Pros

One of the biggest advantages is how much we can tailor the system beyond the standard features. We've been able to build a lot of what we need ourselves and set up custom workflows that fit the way most departments actually work.

Cons

Some parts of the platform feel pretty limited and it's not simple to remove triggers or classes that were originally created by other people. On top of that, when we were pushed to move from classic to new version, we were told the functionality was basically equivalent and that the Classic features we relied on were being phased out. Two years later, that still hasn't really happened so it feels like we were sold that story just to get us onto new version earlier than necessary.

“Reports that deliver”

Pros

It's highly customizable to fit exactly what we need and entering data is quick and simple. The reporting and dashboards are really useful and it connects easily with all of our other software.

Cons

At times, it does load a little slowly. It's also on the expensive side but considering the quality of the product, that's not too surprising.

“Customization across departments”

Pros

From both the admin side and the end-user side, the level of customization and overall usability is hard to beat. I really haven't come across another platform that manages a business this well across all units.

Cons

Lately, customer support hasn't been as strong as it used to be. Most of the time, I've ended up solving the issues myself before the technical support team gets back to me.

“Strong automation but weak reporting”

Pros

Across the board, this platform is incredibly powerful. It lets you automate tasks and set up different checks so the data moving through your system stays reliable enough to make real decisions from. That value carries through every level of the organization, from frontline reps all the way up to the CEO.

Cons

At the same time, it can be really frustrating when features that seem obviously necessary are missing or delayed simply because there is not a strong business case to prioritize them. A good example is row-level summary formulas in reporting which only got added in the Fall 2019 update even though people had been requesting it in the forums for nearly a decade, if not longer. Another example is report building, where the dynamic filter defaults to showing "my" records even though almost nobody creating a report actually wants that. It is honestly baffling.

“Pipeline visibility that works”

Pros

As a sales rep, this platform has become a core part of my daily routine. My favorite pieces are being able to manage my pipeline, create and track opportunities without hassle, build leaderboards and dashboards, run reports to stay on top of my book of business and chat directly in the platform. It also gives our management team much better visibility and transparency.

Cons

My only real complaint is the interface. It could use a major refresh because it doesn't feel very user-friendly.

“Our all-in-one solution”

Pros

There's honestly very little not to appreciate about this platform. At this point, our organization uses it for nearly everything. Sales executives track and manage leads, account managers handle clients, service teams oversee projects and assignments and our corporate marketing group runs both inbound lead management and outbound email campaigns. It really covers just about every need we have.

Cons

Biggest opportunity for improvement is in the reporting and analytics side. We've also hoped for stronger analytics from their integration partners especially when it comes to measuring email campaign performance.

“Reporting and integrations”

Pros

Right away, the flexibility is one of the best parts. It's highly customizable and connects deeply with both our organization's SaaS platforms and internally built applications. The reporting is also very detailed so I can track my own activity and history closely and management can use the same data to monitor team progress and overall activity. Another helpful feature is the customizable dashboard, where frequently used tabs can be added to a kind of bookmarks bar which makes navigation much faster. On top of that, the search function is really strong and lets you look across the entire CRM database.

Cons

Because it offers so much functionality and such a wide range of options, it can feel overwhelming at times. It also depends on an internet connection so there can be occasional latency and it's not always accessible whenever needed. From a visual standpoint, it isn't the most attractive tool I've worked with either. There's also a fairly steep learning curve for new users although that's fairly common with most CRM systems.

“Fundraising and donor tracking”

Pros

Keeping up with memberships, donations, fundraising targets and money raised from different efforts is much more manageable with this software. It lets you build segmented lists for both direct mail and email campaigns which is really useful. You can also tag contacts, link them to companies or organizations and follow their full donation history. There are a ton of features packed into it so it can feel a bit overwhelming at times but the support team has been very friendly, patient and helpful.

Cons

For anyone without a database management background, this software can feel pretty intimidating. Support is somewhat limited unless you pay for additional help. If your organization has the budget, you can customize it extremely well to fit your needs but that is not always realistic for smaller groups. List segmentation in particular can get very technical and requires learning the system's language. In the end, it feels better suited to larger corporations or big nonprofits that can afford specialists who already know the program, along with paid support to tailor it properly.

“CRM with flexible modules”

Pros

This CRM and sales management platform feels polished and very simple to use. It comes packed with a wide range of features and functions and the modular setup makes it possible to tailor the experience to fit different needs.

Cons

Getting up to speed took quite a bit of time which is fairly normal with any new software. That said, the training resources are excellent and customer support is there when needed.

“Well-organized menus”

Pros

Across every company where I've used it, this software has been a pleasure to work with. It's very user-friendly, works really well with other software and the menu layout is organized in a way that makes features simple to locate.

Cons

I personally haven't had any issues with the software. That said, I've heard it can be quite expensive and that cost is apparently why some companies end up moving to cheaper alternatives.

“Reporting flexibility”

Pros

Running reports on the data entered into the system is fairly easy. The report scripts do take some time to learn but once that clicks, you can build a report around just about anything. If it's been logged in the platform, there's usually a way to report on it.

Cons

One annoying part is that if your organization doesn't use the new experience, the system still automatically switches you to it and you have to manually switch back to Classic each time.

“Features with a clean dashboard”

Pros

There are a lot of features I really enjoy using. The dashboard, chatter and branded email templates are a few of the things I especially appreciate about it.

Cons

It's so versatile and works so well for me that I honestly can't think of anything I dislike right now.

“Nonprofit-friendly CRM”

Pros

Nonprofit-friendly pricing makes this a really attractive option and not having any hardware to manage is a huge plus. Day-to-day use is easy and the admin side is also simple to handle. One of the biggest advantages is how much you can build on top of the core system, whether through custom business process solutions or by adding apps from the AppExchange.

Cons

One area that can be frustrating is the lead conversion process since it is not very simple. Database storage is also somewhat limited although you can buy additional storage blocks when needed. Another downside is that custom sites or Communities cannot be deleted once they have been created. It can also be difficult to undo custom APEX programming especially when there has been turnover among developers.

“Sales reporting tools”

Pros

Packed with powerful reporting and dashboard tools, with plenty of detailed configuration options. It fits nicely into our existing workflow and connects well with the other tools we use. From a sales perspective, it really covers just about everything you could want in terms of functionality.

Cons

The downside is that it has always come across as a bit dated to users especially compared with our previous CRM. The interface feels awkward, it uses its own terminology in ways that are not always simple and the learning curve is fairly steep even for people who already have plenty of experience.

“Highly customizable and useful”

Pros

Right out of the box, the platform is already very useful and the level of customization it offers is a big plus.

Cons

Because it's used so broadly, getting it to fit every specific need can sometimes take fairly intensive customization though it still delivers a lot of value overall.

“great all-in-one sales solution”

Pros

Once you get a decent amount of training, it's fairly easy to use. When it's set up and used the right way, it really can serve as an all-in-one solution for both sales and management.

Cons

This isn't really a problem with the software itself but the integrations we rely on are awkward and buggy all the time. DocuSign is also frustrating to work with alongside it.

“Cloud CRM flexibility”

Pros

Being a fully cloud-based solution fits perfectly with how modern software should work. It runs well across different browsers without any trouble and while most companies already use Chrome by default, it also works fine on IE11. There's a lot of customization available to match different business needs which makes it very adaptable. The new version interface is thoughtfully designed and the customer support has been excellent, fast to respond and clearly knowledgeable.

Cons

This tool is still one of the pricier CRM options out there. Coming from the fund industry, it also doesn't provide as strong an out-of-the-box package as Satuit CRM so we needed some major customization before we could roll it out properly. It's definitely a powerful system but for small to mid-sized businesses, it can feel like more than they actually need.

“Customer data in one place”

Pros

Having all the customer details in one place is incredibly valuable, from phone call notes and emails to financial information and revenue spent over the last 12 and 6 months at both the contact and account level.

Cons

One issue comes up when merging duplicate accounts because it does not always carry over the correct information. If one contact spent $20K and another spent $5K, the account should show a total of $25K but sometimes it only shows $5K instead. That means I have to spend extra time digging in and verifying that the data I'm looking at is actually accurate.

“Secure data and client tracking”

Pros

This has to be one of the best software options out there right now. It stores a huge amount of data and feels very secure so there's a lot less stress about something happening to your information. I also appreciate that it works across platforms, whether you're on iOS android, a phone or a tablet. On top of that, it gives useful details about clients or candidates, like whether someone has been hired, what the next step should be and other important updates. It helps build a full picture of the relationship between you and the client by showing what you've done and what the client has done as well. Another really valuable benefit is that non-profits can get the first ten licenses for free.

Cons

My biggest issue with it is the pricing. It's fairly expensive and every additional license seems to cost even more so it's probably worth checking with someone knowledgeable before committing to a purchase. Another frustrating part is how often they switch account managers. You can spend time building a good working relationship with one person and then suddenly that person is replaced. That means starting over with someone new which can be really annoying. Customer service is also hit or miss and at times it's irritating because some of the support staff don't come across as very friendly or helpful.