We help many companies with their reboot or new roll out of Salesforce. There are many reasons why adoption can drop off or users fall into bad habits or the design of your Salesforce systems does not give the expected outcomes. So we have collected some tips that you can implement to help you gain momentum, maximize your utilization of Salesforce and achieve success and happy users.
1. Sit down with your users to understand the challenges they have. It could be that a process has a bottleneck or a disconnect up or down stream that means the process is not as effective as it could be. Often minor adjustments to the design – taking out steps or automating steps further can drastically improve the user experience.
2. The new lightening UI changes particularly for Sales teams is a great opportunity to reboot and reset adoption as it has some great features that have been redesigned key areas that your users will jump for joy about– read our understanding the lightening changes here.
3. Your email marketing tool is set up to engage with customers, so why not create a campaign to engage your users – providing them with tips to reinforce best practice, outline changes coming up and take them out of their inbox and back into Salesforce.
4. We find customers or individual teams are unaware of all that can be done on the Salesforce platform. Communicate how much the platform does and provide updates on what is coming down the road for the leadership team and key business units – you can increase buy in and utilization by enabling other business units outside sales as an example to leverage salesforce for Customer Service, Marketing, IT service management and help desk, collaboration and employee engagement and workforce management.
5. We use Survey Monkey for our change management & L&D programs to quiz users and stakeholders – to identify ideas, challenges, issues or gain feedback and successes that would otherwise be difficult to source or engage users about. Try running a pulse survey to check how your users are going, don’t just rely on adoption metrics. We also use Survey Monkey for knowledge tests – a sure fire way to determine if there is a learning gap is to set a quiz on how well users have obtained the skills and knowledge to achieve their best with Salesforce.
6. Continuous improvements are important to do – plan your releases and create a technology road map that can be communicated with leaders and users a like.
7. Check you have the skills or the support from partners to implement changes and to continually improve your Salesforce systems. For Salesforce admins its critical that they stay up to date with best features, best practice of Salesforce system design and management . The admin function can be a large job to fulfill consider whether other resources can participate as Salesforce admins such as Sales support and operations – consider service ours, geographic locations and ensure users have super users and admins that have the knowledge and expertise to support them.
8. Help managers and leaders to align to strategy and business priorities – Salesforce is an amazing tool, however we see some organisations implementing functionality that is just not aligned with what is critical to their business – review your implementation roadmap and ensure Salesforce is at the forefront of solving your business critical challenges or achieving your priority objectives.
9. Working group and champions – once a project is deployed a project group or a champions group is often disbanded. By keeping a working group – made up of key stakeholders, super users, administrators will ensure you are hearing from users what is working well and what isn’t and have their buy, ideas and advocacy for future changes and releases.
10. Remove redundant stuff, poorly designed functionality that breaks down or is problematic can be a complete time waster, remove it and set out a plan to re-implement it – it can be a real drag on resources if you don’t bit the bullet and remove it and re do it. Sometimes when you implement processes it has unintended consequences – we have seened processes implemented that completely annoy users and add no value. The no value is the key point – pair back your fields, process to only what is necessary. We once saw a Salesforce object with 500+ it was a lot more fields – are no not good.
11. Check if you gone off the ranch. We see many systems that have been over deisgned / worked that it stops being useful as a CRM as an example. CHeck that you have a foundation of CRM and that it is not too removed from the Salesforce roadmap that it hampers progress in the future and creates a poor user experience.
12. Never stop learning – provide learning refreshers, tips, super user 1:1 sessions with users to give them the opportunity to continuously learn and improve.
13. Work backwards from reporting. Consider the reporting and decision making required by individuals, teams and leaders and work back from their in designing the system.
14. Align to your performance management. Quite often Salesforce usage is not part of their KPIs as an example. Consider incorporating Salesforce best practice into KPIs to reinforce the importance to the organisation and also provide performance guidance to users.
15.Switch stuff on! We see many instances where key functionality such as feeds, Chatter, Outlook for Salesforce, Web to Case, and knowledge management are underutilised by organisations that can make your users very happy and achieve greater benefits.
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