We performed a comparison between Salesforce Sales Cloud and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, monday.com and others in CRM."The product is very fast and responsive. There's no lag time when you are on the platform."
"The best features of the solution are its performance and stability."
"Salesforce highlights what are we selling in different regions and which regions or areas offer opportunities. We are able to view sales by month, quarter or year."
"The most valuable features of Salesforce Sales Cloud are code hub management and sale opportunity management."
"The dashboards and dashboard customization are great."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"Salesforce Sales Cloud is very reliable and provides good stability and security."
"I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"There is an out-of-the-box feature for reporting and analytics"
"The interface is quite user-friendly."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"We use Salesforce Service Cloud for lead management and opportunity management."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"Sales Cloud could improve in areas such as AI integration, particularly for templates."
"It would be nice if they had an ERP offering or a firm strategic partnership with a best-in-class ERP. So rather than say they're just ERP agnostic, you would pick whichever ERP you want, which is very generic. I think it would have a lot of merit if they partnered strategically with a best-in-class trusted ERP platform or acquired an ERP platform."
"The solution's scalability has some limitations."
"I would like to see licensing fees reduced in the next release."
"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself."
"The cost of this solution could be improved."
"The solution is secure. However, they could always improve on security."
"The product is not stable when enhancements are done to the cloud."
"The pricing of the solution can be made cheaper."
"The documentation could be improved."
"The solution’s user interface could be improved and enhanced."
"The product's high price is an area of concern where improvements are required."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The pricing for what Salesforce Service Cloud offers is not great."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
Salesforce Sales Cloud is ranked 3rd in CRM with 101 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 reviews. Salesforce Sales Cloud is rated 8.4, while Salesforce Service Cloud is rated 8.6. The top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI.
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While SalesForce CRM is not offered only as a CRM product but a SaaS platform for any business and offering solution in the similar lines. You also get Mobile platform and you are at least few years ahead of other CRM application available today in the market technically. Functionally there are cons for Salesforce where other product weigh better, but there is always a workaround for the requirement and the they offer apps in the marketplace allowing users to deploy custom solutions which the user might feel apt for their organization.
We service many clients that use SalesForce.com and Microsoft CRM. We concur with Gartner's finding that both of these platforms are feature rich and can be customized to fit many business models. In our opinion, for most applications, these two solutions are a great fit. In many cases we find that where clients are unhappy with their solution it is because it hasn't been configured or customized to fit their business process and has nothing to do with the platform itself. The platforms and technology are maturing but it takes the right partner to configure the system correctly based on a clients business needs,
I have used RightNow CRM, Sugar CRM, and SalesForce . All three have their positives and negative points. While I have not fully explored the capabilities of all, I offer these observances.
RightNow is by far the best platform if the focus of your CRM is technical support. Sugar CRM support case mechanics are very basic. SalesForce is only slightly better from a usage perspective but does support advanced workflows and rule functionality. RightNow is rooted in support and it shows in most of the key usability areas. First and foremost, the RightNow application displays support case threads in a single scrollable pane with an intuitive UI allowing the user to see attachments and timelines along with internal notes. RightNow handles case updates via a web portal or via email seamlessly to customers and the user. SugarCRM does not support email updates at all. SalesForce email updates are all viewable individually, but while viewing a single update, you can’t see the previous updates, so following the conversation is difficult. This is especially painful if the user is collaborating with other users on the case as it is necessary to read through all the other updates and comments separately.
The RightNow knowledgebase is also superior to the SalesForce solutions in that the content can be much more dynamic and easily ingrained into the support process allowing users to search content for internal as well as customer facing consumption. Sugar CRM offers some KB functionality, but it is definitely third tier.
From a sales perspective, SalesForce is unsurprisingly the leader here. Lead creation is simple and conversion to opportunities and customer records is intuitive. The simple contact and account merge functions built into SalesForce are invaluable when dealing with issues caused by multiple roles creating the same record with slight variations. Sugar CRM supports the sales function well, but the usage is less intuitive than SalesForce and capabilities for advanced features such as pipeline and forecasting don’t quite match up. My experience with the Sales functionality of RightNow was brief so I cannot offer a full comparison there. All three platforms offer MS Outlook plugins for tying in Outlook emails to CRM. SalesForce offers an “Email to SalesForce” function which allows a user to BCC an email address associated to his/her specific account. When the email is received, it is associated to the contact record and account of the recipient. This is a very convenient way to keep communications tied in to SalesForce and is platform independent, so Gmail or other platforms can use the feature without the need of a plugin.
Marketing is addressed strongly by all three platforms allowing for email campaigns and integration into sales and other efforts. SalesForce users will likely require a third party add in to perform advanced marketing campaigns. Sugar CRM had some limitations as well that may be addressed by third parties.
SalesForce also dominates the field when it comes to third party support and integration. This is good and bad. It’s good because it fosters competition and allows SalesForce to focus on the core platform. It’s bad because any shortcomings of the application tend to be schluffed off by SalesForce with a response of “There’s an app in the App exchange to handle that” Focus on usability items that don’t fit an easily addressed niche are not addressed. Those not interested in managing a CRM package and a herd of plugin applications have to either live with default functionality or build their own.
All three platforms support custom programming and object definition.
Sugar CRM is PHP based and offers a great deal of flexibility so long as the internal resources can maintain and support it. A strong PHP shop may wish to use the self-hosted platform to avoid any constraints the hosted service applies. When I last used RightNow, the application split between a .NET user application and end user pages served via PHP/Javascript/HTML. So you needed two skill sets for customizing depending upon which side you were working. Customizing the user experience was non-trivial and required a lot of massaging of .NET packages. SalesForce allows pretty easy customization of the user experience both via built in configuration as well as support for “Visual Force” pages. SalesForce includes in-application editors but falls short in supporting serious development via an external IDE. Their Eclipse plugin requires exclusive use of JDK 1.6 and fails with other versions. Not a unique Java issue, but detrimental to those developing for other platforms as they need to customize their Eclipse environment to SalesForce needs. Since Sugar CRM and SalesForce users access the app via a browser, customizing the user experience is more straight-forward.
In summary, Sugar CRM doesn’t master any area of CRM, but for those with lightweight needs and low budgets, it certainly does the job. Organizations with involved support processes and call centers will find RightNow to be the platform of choice. However, small organizations need not apply as their sales team has no time for them. SalesForce is optimal for the sales centric organization and is flexible enough to make most other functions workable. Third party integrations such as DocuSign and other marketing and sales add-ons offer a wide range of functionality options. Be aware of the limitations between editions and note that Enterprise edition is necessary for a full range of capability and compatibility with many of the add-ons.
I have been using Salesforce.com for the past 4 years and have had an extremely positive experience. It not only allows you to store and manage customer data, but also to collaborate with colleagues and share questions and ideas. In addition, I find the reporting tools to be invaluable.
Regards,
Zoe