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I personally work with Celonis.

I work with Celonis on Azure.

Within our team, we use many tools integrated with Celonis, such as Snowflake, SAP, Salesforce, etc.

For SAP specific, we are only using SAP ECC, but we are in the process of migrating to S/4.

I have hands-on experience with Salesforce.

For Salesforce, we are using it for work orders and some service appointments.

I have been working with Salesforce for more than five years.

The way I use Salesforce mainly focuses on data analysis. I don't interact with customers or the team handling work orders; I am solely responsible for data analysis and specific data science tasks.

I appreciate the features of the Celonis solution, and I want to see improvements as well.

The user experience in Salesforce is easy to use, and the backend is easy to understand, especially the data structure.

The Salesforce integration with other tools, such as Celonis, is easy to set up and straightforward, allowing for smooth data extraction.

If there is anything I would improve about Salesforce, it would be customer service during the initial implementation, as our experience wasn't as smooth as hoped.

I can't think of any specific features missing from Salesforce that I would want to see included.

I have been working with Salesforce for more than five years.

The initial setup of Salesforce was quite challenging for us.

We faced challenges with the initial deployment because some buttons are customized, and it's not intuitive for the users who are accustomed to the old processes, which makes adoption difficult.

Salesforce is scalable.

There are no problems with Salesforce's scalability.

I would rate the customer service of Salesforce technical support as an eight.

Positive

I haven't worked with any other CRM technologies apart from Salesforce.

The initial setup of Salesforce was quite challenging for us.

It initially took less than a year to deploy Salesforce, but it stretched to two years because of timeline delays.

I wasn't involved in the evaluation process for Salesforce as the contract was already signed when I came in.

I don't know about any ROI or measurable benefits when it comes to costs.

I wasn't involved in the pricing, setup costs, or licensing costs for Salesforce.

I wasn't involved in the evaluation process for Salesforce as the contract was already signed when I came in.

I would recommend Salesforce to larger companies with a huge customer base, but not to smaller companies with fewer customers.

We have thousands of users utilizing Salesforce.

On a scale of one to ten, I rate Salesforce a nine.

My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.

For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.

Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.

With the existing capabilities in Freshdesk, they assist in manual assistance by streamlining communication and providing essential tools for support.

I have used the self-service portal for customers, and it has significantly helped in managing customer queries and reducing the workload.

The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.

More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.

I have had three years of experience with Freshdesk.

Freshdesk is stable solution and easy to use

Freshdesk is most definitely scalable and can be used company wide in various departments. 

They offer customer support, and I would rate them a nine on a scale of one to ten, as their service meets our expectations.

Positive

Did not have a solution before Freshdesk.

It took us about three weeks to deploy Freshdesk, which was manageable with our team's schedule.

I would rate this product setup as very good, as it suits our needs well.

With just myself facilitating the help, the experience was collaborative but primarily my responsibility.

Third parties, such as consultants, were not involved in my deployment process.

As the call center manager, I have been closely involved in all aspects of using Freshdesk.

Currently, it requires some maintenance from me, but it is not overwhelming, and it is a manageable part of my responsibilities.

Affordable with little cost to set up 

Yes, such as zendesk, salesforce etc but found freshdesk most suitable in terms of use and pricing 

My feedback can be shared with or without attribution.

I look forward to receiving the link, which I will be able to edit later.

I confirm that my company is just a customer with Freshworks and not resellers.

My review rating for Freshdesk is nine out of ten.