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KLAS Vice President Digital Health - Adam Cherrington
 
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User Commentary

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Manager

Implementation and Training

Salesforce’s trailhead platform is the best I have ever seen from any vendor's supply of training...

Nov 2022
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Manager

Functionality and Upgrades

The amount of customization in the product is pretty amazing; we can pretty much do anything with...

Nov 2022
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Director

ROI / Cost (care and feeding)

When it comes to Salesforce, everything is in the name. They are very effective at generating...

Oct 2022
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Director

Implementation and Training

We had an experience with a partner that Salesforce considers a platinum partner where the training...

Oct 2022
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Director

Lessons Learned

For the most part, Salesforce CRM works as designed. It is a very complex product, and some of the...

Oct 2022
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Director

Relationship

We have enjoyed our time working with Salesforce, but they have had more internal turnover in their...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

The product's performance is entirely dependent on what we do with it and how we support it. The...

Oct 2022
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VP/Other Executive

Sales and Contracting

The product's data storage limits at the individual user level were not made clear or even spelled...

Oct 2022
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VP/Other Executive

Service and Support

I wouldn’t say that Salesforce is proactive. The people that internally manage the implementation...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

The product is obviously a superior CRM platform. There is no questioning the overall strength and...

Oct 2022
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VP/Other Executive

Service and Support

Salesforce’s support people often bring an engineer into our calls to explain that the best way to...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

I expect my satisfaction with Salesforce to lessen. Some things on our road map are going to be...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

We have a number of highly skilled engineers from Salesforce who make the product meet our needs. We...

Oct 2022
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VP/Other Executive

Sales and Contracting

Salesforce makes claims and commitments, but they aren't impeccable when it comes to keeping their...

Sep 2022
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VP/Other Executive

Relationship

Salesforce knows that they have the best product on the market right now, but the way that they...

Sep 2022
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VP/Other Executive

Implementation and Training

Salesforce offers a lot of training options, but those options are broad and aren't tailored to...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

In many cases, the system doesn't have streamlined pathways for our users. A lot of that is because...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

We have to pay Salesforce for customer success as part of our renewal process, but the vendor's...

Sep 2022
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VP/Other Executive

Sales and Contracting

When we signed the contract with Salesforce, they hyperlinked a document with terms and conditions...

Aug 2022
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VP/Other Executive

Functionality and Upgrades

With Salesforce, we were able to develop the software for our needs. I really like how we can...

Aug 2022
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VP/Other Executive

Interfacing and Integration

We have a number of things integrated with Salesforce CRM, and the system has the capacity to take a...

Aug 2022
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VP/Other Executive

Lessons Learned

Salesforce CRM is a very strong and configurable platform, but building things on top of the system...

Aug 2022
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VP/Other Executive

Functionality and Upgrades

Salesforce CRM is able to track various things and measure their outcomes.

Aug 2022
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VP/Other Executive

Relationship

Salesforce has been a good partner. There are unexpected things that come up sometimes, but the...

Aug 2022
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VP/Other Executive

Functionality and Upgrades

We have been using Salesforce's system in innovative ways, and things are working very well. We...

Aug 2022
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Director

ROI / Cost (care and feeding)

Some of the system's capabilities are limited to certain departments because there is always a new...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

The product has helped us achieve overall improved safety, increased reporting among our sites, and...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

Salesforce doesn't keep us in the loop in terms of software upgrades and enhancements and the way...

Aug 2022
||
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Analyst/Coordinator

Functionality and Upgrades

I would like to see more ease of use in the reporting functionality. The system is great, and...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

The vendor implemented Lightning Experience, so they changed the look of the classic system. So far,...

Aug 2022
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Analyst/Coordinator

Future Outlook

We are adding other teams to the Salesforce software, so we are making its use bigger and better. We...

Jun 2022
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Analyst/Coordinator

Win/Loss - Why they were selected (by current clients)

It was a health system decision to go with Salesforce. The CRM piece was very attractive. We had...

Jun 2022
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Analyst/Coordinator

Implementation and Training

Salesforce did a good job of really teeing things up during the training. The Salesforce software is...

Jun 2022
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Analyst/Coordinator

Service and Support

We have a Salesforce person we work with who is very responsive. In the beginning, we had more...

Jun 2022
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Manager

Functionality and Upgrades

The Salesforce cloud product is great. It is the gold standard in the industry, but the licenses are...

Jun 2022
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Manager

ROI / Cost (care and feeding)

Salesforce required us to purchase the cloud with a certain model, and we don't use most of the...

Jun 2022
||
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VP/Other Executive

ROI / Cost (care and feeding)

The license for the system is a little expensive, and we are limited in what teams have access to...

Jun 2022
||
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VP/Other Executive

Functionality and Upgrades

The system is easy, but it doesn't interface. End users can modify some things, but some things need...

Jun 2022
||
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VP/Other Executive

Functionality and Upgrades

We had an okay experience with Salesforce. We have come a long way with them because we can do some...

Jun 2022
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Manager

Functionality and Upgrades

Salesforce CRM is pretty easy to use and customizable.

May 2022
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Manager

ROI / Cost (care and feeding)

There are charges for sure, but Salesforce also works with us on price. The charges are very fair....

May 2022
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Manager

Implementation and Training

Salesforce has a full education portal called Trailhead where a user can go on their own and learn...

May 2022
||
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Manager

Service and Support

Salesforce’s support portal is not very good. The support folks don't understand our problem, even...

May 2022
||
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Director

Implementation and Training

Our implementation was ridiculously easy. The vendor's support was fantastic.

May 2022
||
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Director

Relationship

Salesforce has been a long-time partner to us. We look at the vendor as a strategic partner. We...

May 2022
||
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Director

Implementation and Training

Salesforce offers services and allows us to be trained on certain things that we have done in the...

May 2022
||
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Director

Sales and Contracting

When we saw the solution's distributed marketing piece for the first time, we thought that it could...

May 2022
||
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Director

Interfacing and Integration

We are currently pulling in multiple APIs for multiple pieces of functionality, and we haven't had...

May 2022
||
(0)
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Director

Functionality and Upgrades

I think that Salesforce's product is incredibly intuitive, but some of that intuitiveness depends on...

May 2022
||
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Director

Functionality and Upgrades

With all of the solution's features, we haven't run into any issues that we haven't been able to...

May 2022
||
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Director

Relationship

The vendor isn't proactive unless they are trying to sell us something. We get automated messages...

May 2022
||
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Director

Service and Support

One problem that we have run into is that when we raise tickets, those tickets are generic. When we...

May 2022
||
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Director

Future Outlook

When we first evaluated products, we did an evaluation specifically for marketing communications. We...

May 2022
||
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Director

Functionality and Upgrades

With Salesforce, our ability to get solutions up and running is much faster than it would have been...

May 2022
||
(0)
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Director

Relationship

The vendor is really good about not promising things. Their executive involvement is hit or miss....

May 2022
||
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Director

Service and Support

Responsiveness is a challenge for the vendor. We have gone to Salesforce a few times to get thoughts...

May 2022
||
(0)
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Director

Functionality and Upgrades

Salesforce is constantly coming out with new functionalities. The things that they have done...

May 2022
||
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Director

ROI / Cost (care and feeding)

Salesforce's solution is very expensive. We have argued with the vendor about charges before. I...

May 2022
||
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CIO

Functionality and Upgrades

When someone starts dealing with Salesforce, the product is a tangled web, and it is challenging....

Apr 2022
||
(0)
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CIO

ROI / Cost (care and feeding)

Salesforce charges us for every little thing. They are very expensive.

Apr 2022
||
(0)
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CIO

Functionality and Upgrades

Salesforce's strengths are knowing the digital environment and thinking about the customer first and...

Apr 2022
||
(0)
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CIO

Sales and Contracting

The Salesforce sales process was painful. They wanted to upsell us the best product in the world,...

Mar 2022
||
(0)
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CISO

Functionality and Upgrades

We don't have problems with Salesforce CRM. It is a basic system, and it works. I haven't heard any...

Feb 2022
||
(0)
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Director

Relationship

Salesforce is pretty reliable in terms of delivering new functionality and improving existing functionalities....

Feb 2022
||
(0)
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Director

ROI / Cost (care and feeding)

Salesforce's pricing model needs work. Their prices are high compared to the rest of the industry.

Feb 2022
||
(0)
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Director

Service and Support

Salesforce sells us a product, but they don't necessarily provide us with a lot of service after...

Feb 2022
||
(0)
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Director

Implementation and Training

Salesforce has great resources online. Those are pretty good. I would like to see more videos from...

Feb 2022
||
(0)
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Director

Other Observations & Comments

It took us a long time to work out our single sign-on process for Salesforce. That process took a...

Feb 2022
||
(0)
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Director

Lessons Learned

I would tell other healthcare organizations that are interested in the system that they will need a...

Feb 2022
||
(0)
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Director

ROI / Cost (care and feeding)

Salesforce definitely charges for everything. I feel like we get nickel-and-dimed, and the product...

Feb 2022
||
(0)
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Director

Sales and Contracting

Asking Salesforce questions is like pulling teeth. They are okay with eventually getting back to us,...

Feb 2022
||
(0)
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Director

Functionality and Upgrades

Salesforce CRM is fairly user friendly, but I don't think it is perfect. I definitely think it could...

Feb 2022
||
(0)
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Director

Service and Support

We don't really use Salesforce's support a lot, but when we do call the vendor, they are pretty...

Feb 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

The Salesforce product is doing wonders for the organization. There is always another piece that is...

Feb 2022
||
(0)
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VP/Other Executive

Sales and Contracting

Salesforce lives up to the "sales" in their name because every time we talk to our account...

Feb 2022
||
(0)
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VP/Other Executive

Lessons Learned

We have to have the right team in place. We have hired folks over the years who are doing wonders...

Feb 2022
||
(0)
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VP/Other Executive

Relationship

Most of what we do with the vendor is around our ticketing system and issues we are having, so it is...

Feb 2022
||
(0)
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CEO/President

Functionality and Upgrades

I am very much a supporter of Salesforce CRM. I don’t think the product is right for every...

Feb 2022
||
(0)
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CEO/President

Future Outlook

Salesforce CRM has pretty much automated every point of data collection for us. We are now in a...

Feb 2022
||
(0)
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CEO/President

ROI / Cost (care and feeding)

Customers can easily fall into a nickel-and-diming trap with Salesforce. Prior to going live, we...

Feb 2022
||
(0)
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CEO/President

Other Observations & Comments

In the implementation, we ended up hiring a consultant because we didn’t have internal resources...

Feb 2022
||
(0)
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CIO

ROI / Cost (care and feeding)

We have a comprehensive, per user license for the system. Some of the vendor's charges for community...

Feb 2022
||
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CIO

Implementation and Training

The vendor provided us with a bit of support during our implementation, but they mostly just hooked...

Feb 2022
||
(0)
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CIO

Service and Support

The vendor's support teams are very helpful. There are some things that they can't resolve though,...

Feb 2022
||
(0)
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CIO

Functionality and Upgrades

I am very happy with the system. It has a learning curve, but once people figure that out, it is...

Feb 2022
||
(0)
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CIO

Implementation and Training

The vendor could add new user tutorials to the system or the app. It would be really helpful to be...

Feb 2022
||
(0)
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CIO

Functionality and Upgrades

The system has a long list of enhancement requests. Salesforce has done a good job of delivering new...

Feb 2022
||
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VP/Other Executive

Functionality and Upgrades

Salesforce has created a very flexible product that meets a lot of needs. We have customized it for...

Feb 2022
||
(0)
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VP/Other Executive

Other Observations & Comments

Salesforce does keep their promises, but it is really up to us to keep them. The system does just...

Feb 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

I don't feel like Salesforce nickel-and-dimes us. They don't hit us up for the little things that we...

Feb 2022
||
(0)
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VP/Other Executive

Implementation and Training

We haven't used Salesforce's implementation services. We have always gone with a partner....

Feb 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

Salesforce has brought MuleSoft to the table. That has greatly helped the system with its...

Feb 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

Our experience with Salesforce CRM has been transformational. The solution has given us a toolkit...

Feb 2022
||
(0)
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VP/Other Executive

Other Observations & Comments

From a technological standpoint, we are trying to develop a team and create an execution model for...

Feb 2022
||
(0)
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

We are trying to use Salesforce CRM as a unifying engagement platform to serve multiple strategic...

Feb 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

Salesforce CRM's ease of use depends on what we build and what our users are delivering. The...

Feb 2022
||
(0)
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VP/Other Executive

Service and Support

Salesforce CRM is a mature platform. It has been around for decades, and the way that its verticals...

Feb 2022
||
(0)
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VP/Other Executive

Service and Support

We have a support representative at Salesforce who we work with, so we have a way to open tickets...

Feb 2022
||
(0)
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VP/Other Executive

Relationship

I have seen great attentiveness and involvement from our Salesforce account executives. When we...

Feb 2022
||
(0)
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VP/Other Executive

Future Outlook

There is some room for Salesforce CRM to grow, but I expect that our satisfaction will be the same...

Feb 2022
||
(0)
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 or  to see details.

VP/Other Executive

ROI / Cost (care and feeding)

Salesforce's product is very expensive. Everything comes with a hefty price tag. Their Marketing...

Jan 2022
||
(0)
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 or  to see details.

VP/Other Executive

Service and Support

Salesforce's support team is nonexistent. They just have a sales team. All of the product support...

Jan 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

Unfortunately, once the Salesforce product is installed, there are always add-ons that we must...

Jan 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

Salesforce is expensive, but we have a good idea of what we are paying for. Salesforce charges for...

Jan 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

I have used Salesforce's system for years. It is still the best product out there for CRM in our...

Jan 2022
||
(0)
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VP/Other Executive

Relationship

The Salesforce executive team is pretty strong. The executives do a good job with customer service,...

Jan 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

Salesforce is good with integration. We have integrated a ton of clinical data and digital...

Jan 2022
||
(0)
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Manager

Functionality and Upgrades

We would buy Salesforce CRM again, but how we handle the product would change. We can do so much...

Dec 2021
||
(0)
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Manager

Functionality and Upgrades

There aren't a lot of problems for end-user use. We use the train-the-trainer process, so we work...

Dec 2021
||
(0)
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Manager

Other Observations & Comments

Salesforce gives us notifications of issues and tells us when they are doing internal work in a...

Dec 2021
||
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