What do you like best?
As a client manager Salesforce provides the ability to quickly create tailored reports that would otherwise take hours in excel. A quick sort can create a report of clients or leads that require followup based on your choice of fields. The ability to integrate different systems to upload communication provides a source of the customer's account history within the company.
The ease of access to e-mail templates and automatically triggering e-mails when a customer status is updated is extremely beneficial.
Customization of dashboards is a brilliant feature allowing management to have an immediate real time report based on lead/customer status. A multitude of options can also report based on fields you create in the case management.
What do you dislike?
I dislike the inability to mass-edit case titles. If an agent had incorrectly inputted the case title, a manual change was required. There was also an issue viewing e-mails on a mac when uploaded from a windows computer. We attempted to find plugins to fix this but were stumped.
As someone handling dozens of documents to be attached, I found the file uploading process to be cumbersome as it required you to not only go to a new screen but to have to click upload, click your file, and click again to add it to the account and then go back to the account. That's four steps that could be avoided if there was a simple "upload" button on the main screen as opposed to adding a file.
Recommendations to others considering the product
I have found it's most beneficial to have all employees on the same operating system due to a few compatibility issues, however they were not limiting so long as there is access to both.
What business problems are you solving with the product? What benefits have you realized?
I used this to manage a list of clients turning in forms in different increments of time that would last months - sometimes years due to the nature of the item. This can seemingly be hard to manage, but as I was able to create statuses and sort by date the profile was last modified, I easily knew who to send reminders and which customers I was still waiting for. In the event of customer escalations, the account can be flagged for management to review and the history of the account is clearly defined - complete with associated recorded calls.