There are plenty of articles on Salesforce adoption, each with several pages of advice to sift through. At RelationEdge, we have found that companies with carefully-planned Salesforce implementations are not struggling with user adoption.
What do these implementations have in common? They are:
- Designed with only one way through the “maze” of your business process
- Nurtured by a healthy feedback loop
#1 Keep It Simple
A well-designed Salesforce implementation keeps simplicity as its core tenet. This can include:
- Requiring minimal data entry to build the big picture elegantly and accurately
- Hiding or removing unused tabs, data fields, reports, dashboards, and other distractions
- Using common sense names for custom fields
- Tailoring the user interface for teams by role
#2 The “Maze”
Consider your business process as a maze and all the users as mice trying to find their cheese. Keeping with item #1 above, make your “maze” as simple as possible to navigate, but also make sure there is “cheese” at the end of the maze. Here are a few examples:
- Sales Team: Quota achievement and compensation
- Marketing Team: A well-executed Campaign with easy visibility to the return on investment
- Product Management Team: Insight into key trending, pricing, and discounting information
- Operations Team: One-click (or automated) reporting
- Executive Team: Key insight into what has been sold and what is likely to close in the future. This can also make it easier to monitor Sales Rep performance and encourage friendly competition that ultimately improves the bottom line.
An effective business system should be designed in a way that ensures Salesforce is the only way through the maze to get to the cheese. For example, if you design your quoting and contracting process such that the only way to send a Customer a contract for signature is via an electronic signature tool launched from a button from within Salesforce, you have likely achieved the following:
- A solid product catalog (because this is the only way to craft your quote)
- Well-defined business logic on how your products can be quoted, priced, and discounted
- Excellent visibility and trend reporting on items 1 and 2
- Complete and accurate Account and Contact information (because this is where the contract template got its data!)
- Impressed Customers. They love the fact that you are able to quickly put an accurate quote in their hands and that they can take action on it without any printing, scanning, and uploading.
#3 Feedback Loop
The beauty of Salesforce is that, just like your business, it is always improving, evolving, and changing. If you plan your system administration and enhancements with this in mind, you will find great success.
What does this look like from a practical perspective?
- Review upcoming releases and share information about features relevant to your business
- Designate a single “key user” in each department with the passion and aptitude to gather feedback from their team and work with the system administrators to make adjustments to items that affect specific teams
- When users complain, LISTEN! Sometimes they are just complaining, but oftentimes, these complaints can be addressed by making small adjustments which may result in making their navigation of the maze more enjoyable.
It’s Not Too Late
Many companies implemented Salesforce years ago and they have complex systems that are difficult to navigate. Somewhere in the midst of the chaos, they have important data and key business trend information. If this sounds like your business—don’t panic. You do not have to start over to achieve wide adoption of Salesforce.
Here are some recommendations to help you take steps in the right direction:
- Take a top-down approach to tidy up your system. Remove unneeded applications and features to make it easier to find “the good stuff”.
- Design your ideal process on paper. You’ve probably heard the old adage in construction: “measure twice, cut once”. If you begin with design and map out a solid business process, Salesforce can be modified to support that process.
- Get help. There are countless Salesforce engineers who have solved similar problems numerous times and can help you avoid mistakes they have seen along the way. It can be a worthwhile investment to take advantage of their expertise and find yourself suddenly thrilled with your own simple “maze”.
We Can Help
Our team of business process engineers will transform your under-utilized and under-performing solution to improve user adoption, process efficiency, accountability and visibility across all levels of your organization. Contact us today to schedule a consultation.