Why Salesforce is Much More than a Standard CRM

February 14, 2017 by Alex Collins, IT Services Consultant

Choosing a CRM (customer relations management) platform feels a lot like getting into a relationship: you can't just consider the short-term benefits, but the long-term effects need to be considered too.

So it's entirely to Salesforce's credit that you regularly hear of stories like Johnson & Johnson Medical Devices, whose IT Director decided to commit his global organization to a single Salesforce implementation and junking legacy systems along the way.

“Salesforce, with its capability roadmap, represents a very good opportunity for us,” Johnson & Johnson's Sanjay Singh told Diginomica. “Right now I don’t think anyone has the depth and breadth of coverage that Salesforce does.”

Singh had previously managed a similar reorienting at his previous employer, and saw first-hand how an organization-wide implementation of Salesforce improved efficiency and morale. “It was better to be on one platform because of the interoperability, it meant that they could see from different channels where the data is,” Singh said.

“It was interesting to see the behavioural change that drove. People suddenly realised that they have a 360 view of the customer.”

There's a reason Singh and thousands of other sales & marketing professionals have propelled Salesforce to the top of the enterprise CRM heap (Business software review platform G2 Crowd rated Salesforce as the top of a 30-strong CRM lineup, with an overall score of 88/100). Because Salesforce isn't your run-of-the-mill CRM!

At the base level, Salesforce gives you the tools you'd expect of a standard CRM platform: the use of contact management, lead tracking, dashboards and other tools to help manage and analyze customer information, retain existing users' patronage and loyalty, and acquire new customers.  But it doesn't stop there.

A digital ecosystem through SalesforceIt's not just a platform, it's a whole ecosystem. Salesforce customers want more than just a simple sales tracking tool, and Salesforce delivers in spades.

Force.com serves as a programming platform that lets Salesforce customers create apps to meet their particular needs. Chatter adds a social dimension to Salesforce, allowing users to collaborate on customers and leads.

And the AppExchange serves up thousands of vetted third-party applications, extending Salesforce capabilities and allowing users to customize their Salesforce experience, further integrating the platform into their businesses.

Increased flexibility. Salesforce doesn't assume it has all the answers for its clients out of the box. Its flexibility allows clients to make Salesforce fit in their workflow, not the other way around: clients can customize their Salesforce experience to fit their specific needs, or hire third-party consultants to do it for them.

Users with general requirements can use Salesforce's out-of-the-box solutions with only slight configuration – toggling preferences in the administration panel, using only Salesforce's off-the-shelf functions. For more specific needs, Salesforce permits broader customization, writing custom code to change the way one's Salesforce platform works.

Users lacking any programming background can build their own applications with Force.com's visual user interface and automation tools. A different text-based user interface expands the capability horizon even further for users who know how to code.

Salesforce's cloud connectivity empowers businesses

Cloud-first. Salesforce isn't alone in the cloud, but it's arguably one of the best cloud-integrated CRMs on the market. As it's wholly based in the cloud, Salesforce's CRM solutions come with none of the hindrances that bedevil conventional software setups. Salesforce requires no installation on individual users' computers; neither will you ever need to worry about maintenance and updates, as it's automatically taken care of in the cloud.

The cloud also lets you take your Salesforce experience on the road, as it's accessible across a wide array of platforms, from desktop to mobile browser to a mobile app you can download from either Google Play or the Apple app store.

Finally, its cloud-first nature allows Salesforce to sell its services on  a per license/per month model that you can renegotiate once your contract is up.

Do you think you're ready for a date with Salesforce? All Covered's Salesforce design and integration team can set you up. Whether you're starting from scratch or migrating from other legacy platforms, All Covered's people can help you through the complex adoption process: resulting in a Salesforce CRM platform that meets your exact needs, and nobody else's.

Want to get started? Contact All Covered’s Salesforce consultants at 866-446-1133, or book a consultation online.