Implementations can go very right, and sometimes they can go very wrong! No one wants to spend time and money on a complicated system implementation only to have user adoption backfire. Planning cannot only make or break a project, but it can also influence its future lifeline. How can you ensure success with your Salesforce implementation? Here are some proven rules for engagement:
- Have the right people at the table from the beginning
- Of course, the key decision-makers need to come to dinner – and stay for breakfast! Keep them involved throughout the project so that they maintain interest and promote the project’s success. Keep the end-user in mind (and don’t put them at the kids’ table) - - build something that can be easily used and removes some of the current workloads.
- For global Orgs, have someone from each region. Sales processes can differ according to region standards.
- Enlist executive champions to keep project visibility and perceived importance high. Having this involvement will go a long way with user adoption as people typically want to engage in invaluable work.
- Focus on the KPIs
- You need to ensure your company's KPIs will be able to be monitored and managed smoothly
- Work to improve the ideal process flow
- Every established company has a process in place (even if that process involves flying by the seat of their pants). Document what is known and work to fill in the gaps logically.
- Every company also has a dream process for how they would like things to work. Take that dream process and formulate a more improved version of it to come true.
- What can be automated? Leverage Salesforce automation to help improve process flow and make employee’s lives easier. These types of improvements can be seen as “quick wins” that will encourage adoption – and also act as good PR!
- You don’t have to do everything at once
- Can your users handle the entire feast in one sitting? Or should they be served in courses? Decide what the top priorities for your implementation should be. It is not feasible to roll out every imaginable feature to all users. Roadmap your project into phases so that the team is not overwhelmed.
- Start with a small group of users enlisting them as early adopters or develop a proof of concept. Then you can iterate on your successes and use what you have learned.
- Solve for the most pressing problems first. This is the best way to see a return on your investment and create buy-in.
- Design a solution that is useable and scalable
- How easy is it for your users to navigate through their entry page(s)? Can you group some specific fields for ease of use? Can data entry be minimized for sanity’s sake?
- Will this solution still work when your user count doubles or triples?
- TEST, TEST, and TEST!
- Poor testing will kill a project. Have your end-users test the system and give you feedback.
- Choose the individuals you would like to help with your acceptance testing wisely. Will they make the time? Will they carefully document their feedback? Will they be honest or insightful?
- Skipping this step can cost thousands of dollars (sometimes more) and cause incredible frustration.
- Ensure your data is accurate!
- Bad data can greatly impact success. If users think there's junky information your org, adoption will suffer and users will not have faith in the system.
- Take time to plan your data migration using data mapping tools and object relationship diagrams. Data cleansing and data editing to fit your new structure must also be considered.
- Data work is easy, so just fix it if it’s wrong! Salesforce has several tools that can help with mass edits if needed.
- Develop a data management strategy moving forward. Consider adding integrations to your future scope.
- Take as much planning and care with your analytics as you did your implementation
- When useful information comes out of your system, your business can make informed decisions. Make sure you design reports and dashboards that are concise, accurate and relevant.
- Use the same planning steps used in your implementation. Get input from report users, design the content and layout carefully, and test the output with users.
- Find a great partner to help
- Implementations can be overwhelming and finding a good partner that can help you be successful is critical. Look for experience, longevity and good fit.
- A business partnership is not unlike a marriage…. can you see your Salesforce partner with you for the long haul? Can they handle challenging future projects or scope that will be uncovered in discovery?
Salesforce can solve a multitude of problems and elevate your CRM. Companies around the globe are harnessing its power and improving operations. Planning and insight will ensure your successful Salesforce implementation and keep you moving ahead. Need help with your implementation, call Endiem today!
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