Item: Salesforce Lightning Platform
Rating: 9
Author: Shanna Baty

Overall Satisfaction with Salesforce Lightning Platform (formerly Salesforce App Cloud)

Use Cases and Deployment Scope

We use the Salesforce Lightning Platform (formerly Salesforce App Cloud) in every department of our Company. Our call center uses it to complete legal intakes and qualify potential clients for different areas of law that we practice. If they are eligible (for one or more areas of practice), we create matters that we use to follow their cases through from start to finish. Our disability department has several sub-departments who use it for various reasons. Case management follows cases through from filing through getting awarded by SSA. Medical records use it to order, catalog, and store records. We have a personal injury and mass tort department that also uses it for case management. This keeps all records organized because we use "record types" to know which area of law each record applies to. There's also a taskbar and timeline so you can visually see where our clients are in their filing process and what tasks or steps need to be taken to move the case along.

Pros and Cons

Pros

Organizing records by type
Keeping notes organized
Following up on tasks and assigning/completing new tasks
Creating documents
Referring out clients to other law offices for areas that we don't practice
Managing case costs and expenses
Scheduling for hearings

Cons

More document friendly (we had to integrate box)
Stronger integration with five9 for documentation purposes
Adding call counters and automatic call logs
Dashboards updating in real-time

Return on Investment

It has made it easier to create and manage teams within salesforce.
It has made monitoring case flow more accurate.
It has made monitoring case costs more accurate.
Reporting functions are automatic and you are able to subscribe to reports.
Reports are customizeable and any parameter can be measured.

Alternatives Considered

I used a program formerly known as "CP." I considered it somewhat outdated, and it does not have any of the modern features that the Salesforce Lightning Platform (formerly Salesforce App Cloud) has. I consider the Salesforce Lightning Platform (formerly Salesforce App Cloud) to function as easily as an app you can download (it DOES have an app!). It's completely customizable and can be built out to suit any company's needs.

Support Rating

Salesforce's support is top-notch. They have subject-matter experts that are accessible at all times to address needs as they come up. They let you know in advance when there are system updates and enhancements so that you are prepared for upcoming changes. I've never had an issue that wasn't addressed immediately when reaching out for support.

Key Insights

Do you think Salesforce Lightning Platform delivers good value for the price?

Yes

Are you happy with Salesforce Lightning Platform's feature set?

Yes

Did Salesforce Lightning Platform live up to sales and marketing promises?

Yes

Did implementation of Salesforce Lightning Platform go as expected?

Yes

Would you buy Salesforce Lightning Platform again?

Yes

Other Software Used

ADP Workforce Now

Likelihood to Recommend

Salesforce Lightning Platform (formerly Salesforce App Cloud) has been fantastic when it comes to organizing and managing files and notes/documents. Its status bar in records gives you a visual idea of where your cases are and what steps need to be taken to move them along. The dashboard and reporting make it easy to know our case count, how many cases we accept/reject for any given time period if we have referred cases out AND who we have referred them out. It also makes keeping track of case cost very easy to manage.

Salesforce Lightning Platform Feature Ratings

Comments

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Salesforce Lightning Platform (Formerly Salesforce App Cloud) is Modern Case Management Software for Your Law Firm