Implementing salesforce.com is not a start and stop project—it’s an ongoing journey for your entire organization. You must continuously educate your staff on Salesforce’s capabilities and iterate on your instance to find the right dynamic and functionalities for your company.
At Dreamforce last month, hundreds of attendees got out of the rain to attend the session, “Grow Your Business - Best Practices to Drive Adoption and Success,” offering tips & tricks to help drive business value from Salesforce investments. The session highlighted the journey that many organizations go through to when switching technologies. At Bluewolf, we say that there should be a 2:1 investment in your people, compared to technology. A new technology is ineffective if your employees don’t understand how to use it, or more importantly, unaware how this new technology will simplify their daily activities.
But even before go-live, you must prepare your organization for the changes and new processes that are set to affect all employees. Consider your organization's current business process including the alignment or misalignment between departments. Ask where the gaps are and how the processes can be streamlined. Be sure you have alignment and a consistent vision and goals between all departments involved.
Hyland Software, a global provider of enterprise content management, was suffering from poor user adoption and ineffective utilization of their current technologies. When the organization decided to move to Salesforce, Hyland needed a strong vision, an agreed upon plan with clear goals, and an end-to-end ongoing training and communication plan. Ed McQuiston, VP of Global Sales at Hyland Software, experienced firsthand the difficulties of poor adoption in their legacy CRM system.
With success crieria defined and goals in place, Hyland knew they could measure and track success. Ed was confident that he could focus on the adoption rates of all users. In addition, integrating the tools into one central portal was key. If the technologies were intuitive for the users and the tools were alas aligned and able to communicate with each other, employees would then truly accomplish one true view of the customer.
There should be more prep to consider before go-live then any other time during a Salesforce deployment. The bulk of work should happen as you prep for go-live, to ensure that at the launch of the new functionalities, users are eager, ready and understand the reason for the change. Consider these adoption fundamentals before diving into Salesforce deployment:
With these seven adoption fundamentals at the forefront of Hyland’s Salesforce implementation strategy, they were able to lay out a one hundred day training and communication plan, leading up to a confident go-live. These 100 days of prep was a fun and exciting time for Hyland. They communicated often and in diverse ways to prepare all users for what was coming. Whether it was weekly trivia games, Q&A quizzes, or themed happy hours, Hyland made Salesforce a topic of conversation and focus for all employees. Tactical training included stakeholder interviews, multi-channel communication via Salesforce Chatter, email, call, posters, ongoing training, custom end user training, e-learning modules, admin training, and executive coaching.
Hyland executed on a specific vision and achieved the following:
On the first day of their Salesforce go-live, Hyland Software saw all of their workforce (1,049 total employees) logged in to Salesforce. This was a great start to Hyland’s Salesforce journey. They have placed Salesforce in the center of their business and now incorporate the platform into their decision-making process. Their organizational transformation and full adoption was a strategic maneuver, requiring a coordinated approach across multiple departments.
Are you considering Salesforce and unclear of where to start? Or are you already live and things have gotten more complex than you first imagined?
Go-live of Salesforce is only the tip of the iceberg. Let Bluewolf help you strategize around your business objectives and work with you to build a change management roadmap that will drive full user adoption and rapid business growth.
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Bluewolf, an IBM Company, is a global consulting agency and proven Salesforce strategic partner that builds digital solutions designed to create results. Now.