Salesforce Reviews

Name: Salesforce
Brand: Salesforce
Rating: 4.0 (36 reviews)

4.0 out of 5

36 reviews
88% willing to recommend

What is Salesforce?

Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.

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Salesforce is the #3 ranked solution in top Customer Experience Management solutions. PeerSpot users give Salesforce an average rating of 8.0 out of 10. Salesforce is most commonly compared to Genesys Cloud CX: Salesforce vs Genesys Cloud CX. Salesforce is popular among the large enterprise segment, accounting for 55% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 18% of all views.

Helped 837,501 peers since 2012

Featured reviews

Chandan-Kumar

Director for the End-User Performance at a financial services firm with 10,001+ employees

For a common business, I would recommend Salesforce if they face any challenges, especially because the cloud version is quite handy. However, for manufacturing-type companies, I would not recommend Salesforce as it is too simple and might not cover all their requirements. I'd rate the solution seven out of ten.

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SusmitBhattacharya

Director at a tech vendor with 51-200 employees

Our customers come with a specific niche requirement. Customers typically don't come with generic testing requirements but rather specific Salesforce testing needs. When we demonstrate our solution for their specific needs, we are often able to convert them into customers. Our pricing is also very competitive. Every customer has unique pain points. Our test automation solution addresses many of these, such as increasing speed and saving costs. Our test management solution helps with governance. Depending on the customer's needs, our solution can address those pain points. Integration with AI: It's integrated with ChatGPT (OpenAI). It's around the generation of scenarios. For example, if you want to create a test scenario, you can use ChatGPT and our capability. We've modeled the LLM after activity and trained it on provided items, helping us with the digitization of testing areas. There's also the Assistant. If you need support on Provar, this assistant, an LLM model trained on Provar documentation and knowledge, can respond to customer queries directly.

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Marco Annoni

Business developer manager at Sterling Relocation Limited

The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees. Moreover, Salesforce's customization options have allowed us to tailor the platform to our unique business. For example, if we're from a pharmaceutical company and we produce different products for different divisions, we need different layouts. Each division has unique needs and processes, requiring distinct data points and functionalities. For example, capturing ingredient details for production might be simpler compared to tracking final product information, which also involves recipient and packaging considerations. Putting this kind of information into the system requires a tailor-made program, which can be expensive.

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Salesforce mindshare

As of February 2025, the mindshare of Salesforce in the Customer Experience Management category stands at 6.0%, up from 2.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Customer Experience Management

PeerAnalyst reports

Type	Title	Date
Category	Customer Experience Management	Feb 18, 2025	Download
Product	Reviews, tips, and advice from real users	Feb 18, 2025	Download
Comparison	Salesforce vs Qualtrics XM Platform	Feb 18, 2025	Download
Comparison	Salesforce vs ServiceNow Customer Service Management	Feb 18, 2025	Download
Comparison	Salesforce vs Teradata	Feb 18, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	7.1%	100%	12 interviews Add to research
Freshdesk	4.1	4.7%	93%	29 interviews Add to research

Valuable Features

Salesforce offers valuable features such as a user-friendly interface, customizable options, and powerful analytics tools. Integration with other tools enhances functionality, providing seamless CRM experiences. Automatic ticket generation, order management, and customer tracking minimize workload. Dashboards and reports offer critical insights swiftly. Prominent features in campaign and opportunity management improve business efficiency with real-time data. Its mobile application and location tracking simplify operations for sales teams.

"The parameters or the different fields needed are quite good and easy for the customers to understand."
"We have our offers in one place, which allows us to see what offers we have provided to our customers."
"The most valuable feature of Salesforce is its convenient way to book orders."

Room for Improvement

Salesforce needs improvements in integration with third-party systems including emails. Users find the user interface old and unintuitive. Performance can be slow, especially in analytics. Report and dashboard functionality requires enhancement. Integration with WhatsApp is lacking. Salesforce should address ticketing issues and improve error messaging. Price reduction is desired for better market competitiveness. Customization is complex, and there's a steep learning curve. New AI features are desired, alongside improvements to the mobile application.

"More understanding from the business standpoint will help Salesforce."
"The interface is not self-explanatory."
"One significant challenge is that the customized code by the consultant is not provided to us. This code is required for any changes, and we have to rely on the consultant for modifications."

ROI

Salesforce enhances sales conversion through effective tracking and lead nurturing, increasing the return on investment. Users notice reduced time spent on internal tasks like documentation and spreadsheets. It provides instant recommendations and scoring, helping sales teams convert leads into opportunities efficiently. Many observe improved customer engagement and interactions. The return on investment is considered satisfactory by several users, largely due to time-saving features and enhanced management capabilities for sales processes.

Pricing

Salesforce's pricing is positioned on the higher end, primarily suitable for enterprise-level businesses. Users highlight the annual subscription model, with costs escalating as more users join. Licensing requires yearly payments and separate modules incur additional charges. Many consider it expensive, rating it from six to eight out of ten, though it offers extensive functionalities. Its pricing is more competitive than some alternatives but deemed pricey compared to other options.

"It's medium-priced. It is cheaper than Tosca."
"The modules are too expensive."
"I looked at Salesforce for mobility purposes about five years ago, and the pricing was fairly competitive for mobile implementations at that time."

Popular Use Cases

Companies primarily use Salesforce for customer relationship management, marketing, sales tracking, and data analysis. They manage sales pipelines, customer experiences, and marketing campaigns. They track leads, customer information, appointments, and sales forecasts. Businesses utilize Salesforce for project management, dealer management systems, customer support, and order processing. It helps with internal IT activities, automates response processes, updates client documents, and assists in business development and reporting. It also supports integration with other platforms and automates operational flows.

Service and Support

Salesforce's customer service and support are highly rated with quick resolution times and seamless experiences. Users appreciate the dedicated technical support, responsive to queries within defined SLAs. Many rely on their own teams for communication with Salesforce, yet find their assistance effective. Salesforce's support generally surpasses competitors like Microsoft Dynamics and addresses technical concerns efficiently, offering advanced insights quickly. High user retention rates indicate satisfaction with Salesforce's support quality, complemented by informative seminars and swift issue resolution.

Deployment

Salesforce's initial setup experience varies widely, with some rating it highly for ease, while others find complexities. The process can be quick or take months, depending on project scale. Deployment is often cloud-based, straightforward yet occasionally complicated, requiring resource expertise. Some faced challenges in knowledge or inputting data, needing IT support and cross-team collaboration. Setup duration can range from days to several months, contingent on system demands and team involvement.

Scalability

Salesforce is widely acknowledged for its high scalability. Users cite its effective deployment capabilities, ease of adding users, and adaptation to growing organizational needs, with some giving high marks for scalability. Businesses from various sectors report successful use with no performance issues. It’s highlighted as an ideal option for both small teams and large enterprises looking to invest further for expanded operations. Some mention potential license constraints when scaling up.

Stability

Salesforce is regarded as highly stable, with most ratings between eight and ten. Users frequently highlight its stability and reliability. Occasional issues are mentioned, but they do not significantly impact the positive stability assessment. Instances of downtime are rare, and integration challenges are minimal. Overall user sentiment reflects confidence in Salesforce's stable performance.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Salesforce Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

18%

Educational Organization

12%

Computer Software Company

12%

Comms Service Provider

10%

University

Construction Company

Government

Manufacturing Company

Real Estate/Law Firm

Insurance Company

Wellness & Fitness Company

Energy/Utilities Company

Healthcare Company

Hospitality Company

Logistics Company

Non Profit

Performing Arts

Retailer

Training & Coaching Company

Analyst Firm

Compare Salesforce with alternative products

Learn more about Salesforce

Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.

What are Salesforce's most important features?

Analytics Integration: Connects with analytics for ROI reporting.
User Customization: Offers user-friendly customization options.
Automated Ticketing: Provides automated ticket generation.
Intuitive Interface: Ensures ease of use for customers.
Opportunity Management: Helps in tracking and managing opportunities.

What benefits or ROI should users look for in reviews?

Enhanced Data Flow: Seamless third-party integrations improve data flow.
Sales Process Efficiency: Automates and enhances sales journey management.
Customization Flexibility: Adapts to changing business operations.
Campaign Management: Supports marketing functions with campaign analysis.
Order Management: Simplifies order booking and tracking.

Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.