Salesforce Service Cloud

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

I love how you can track so many different things. Our customers success team uses it for cancel requests, failed payments, upselling, and also onboarding. Salesforce allows you to capture everything in you need to know on one page.

This isn't necessarily a flaw of salesforce but every company uses SF a little bit differently which can be confusing.

its nice in its design. it can properly relate cases to client records

This software lacks the necessary tools to properly communicate with your customers.

Customers can respond to closed tickets without getting notifications.
team isn't notified when a new ticket comes in.
overall lightening experience is a SLOW moving vehicle, wast's our teams time.
the list goes on and on

One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us.

so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

An excellent tool offering a huge range of services and add ins required for a complex business.

Can get complex and an administration burden quickly. Build for scalability and invest in the expertise required and its up there with the best in class.

Provides customer details all in one location.

A lot to take in at first but once you know where everything is located, it's a breeze.