We have a love/hate relationship with Salesforce. We like it because it is highly configurable--we can define our own workflow and model every process to our own needs. On the flip side, it is a little bit too overwhelming and it slows us down. Our sales people spend too much time on Salesforce. It takes a great deal of effort to configure it to perfectly fit our needs. Also, their mobile app is not great. One advantage is that it is considered an industry standard - so we do not need to do a lot of training to onboard new sales people - they are mostly familiar with the tool. Also, since it is very “featureful,” we know that it can grow with our business.
Braintree is serving us well; it has a lot of features, but it is not as agile and as configurable as we would like. For example, if our customers want to upgrade to a larger plan, we would like our processor to be able to automatically handle the discount, but Braintree does not do that for you.
We have been testing Intercom and I believe that we will go with it. The chat tool is really good as is the ability to link analytics to the user; you can automatically track the location of the user, for example.
We use Discourse for forum support - it is great and most of our communication is in there. Our forum has a community of 200,000 developers and we can easily handle it with Discourse.
Google Docs makes Dropbox irrelevant for us, but we keep it because we still have a lot of important archival company papers in Dropbox. We use Google Docs for all the website content management, mainly for the reason that is it integrated with Gmail. All the users have easy access to everything.
We use Dropbox also for legal and accounting related documents. We keep it because it is good to have a separation of concerns, but if we had started with Google Docs we probably wouldn’t have it.
Flowdock was one of the first communication tools to come about. It was created a couple of years before Slack. Slack is very similar to it in many ways, and has some really appealing features, but what is blocking us from using Slack is that there is no way to thread conversations. This feature is very important to us. Flowdock does it so well that we have not been using any email for internal communication - and it has drastically reduced the number of meetings that we need to have. Everything is very searchable in Flowdock. As we have people in different parts of the world, it is very good to be able to see all our correspondence in one place. We have also been using it to record some activities such as meetings and important events that happened in the company. That said, if Slack finally decides to implement that feature, we will probably switch.
We use Asana for our Dev team. It’s very configurable and fast to use, and has great tagging features. In the past we have tried many different tools, including Pivotal Tracker and Basecamp, but Asana is definitely the tool that better fits our needs. Our development sprint is dependent on other technologies: our libraries and back-end infrastructure, our visual designer tool. Asana does a great job of tracking all these interdependencies.
We use Trello for anything else other than development work: marketing planning, chores, tasks and even customer cases.
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