What do you like best?
I ease of use for the agents and the depth of options, settings, and tweaks at an admin level.
I appreciate the organization across many different levels. i.e., by tasks, prospects, sequence, etc. I have liked the new update adding in all the aggregate data onto the overview page. I think that gives a good perspective prior to the Outreach, no pun intended.
I also like the number of integrations into SFDC, the extension and the plugins.
What do you dislike?
With the layers, options and settings sometimes comes a number of different issues with the duplicate menus, changing toolbars and hidden dropdown.
I wish there was a little more customization in the plugin settings. It would be nice to be able to label how different sequences and steps post activity in Salesforce. In addition to calls and emails, we use Outreach for a number of generic tasks, ie. "Send the prospect a LinkedIn Connection". Therefore it would be nice to have that particular step be labeled explicitly and not in the bracketed string that comes over.
We do all of our reporting out of SFDC so the LinkedIn connection step maybe task 1 in one sequence and task 6 in another. This causes us to have to create a "map" to interpret all the activity meaning.
It would be nice to be able to sort prospects by additional (and custom) criteria. ie. Data source, etc.
One other things we've had to find a work around for in the our "Lead Status Detail" is would be nice to be able to create custom dropdown menus at a prospect level that maps to SFDC. That way Stage could be mapped to Lead Status and we could create a custom dropdown for detail.
Recommendations to others considering the product
There is a bit of a learning curve to be able to use all of the features, etc. so patience can be a virtue.
Once you have everything up and running, and assuming the the team you are implementing it with are on board and willing to learn, it is a great investment.
Their support is also top notch and very willing to help.
What business problems are you solving with the product? What benefits have you realized?
Outreach has given us the ability to test different cadences (sequences), timing and messaging. Something that would have been convoluted to accomplish in SFDC.
By creating generic tasks for LinkedIn connections and interactions we are able to (somewhat) report on Social activity.