June 13, 2017
Congratulations–your company has made the decision to implement Salesforce. With your launch date fast-approaching, you anticipate a boon to productivity and day-to-day workflows. Using the world’s #1 customer relationship management (CRM) with access to Augmented Intelligence (AI) capabilities is sure to guarantee success, right? Well, not exactly. Not all implementations are created equal–a sloppy Salesforce setup now means a huge cost to your organization later.
Your Salesforce implementation is more than just a transition in technology, it lays the foundation for your digital business. So, before you release Salesforce, our consulting experts recommend you ask yourself these five key questions.
Question #1) Do we have an established governance board?
What is a governance board and why do you need one? A governance board is made up of key stakeholders that help prioritize product innovations and enhancements. Salesforce is a robust platform with a diverse array of customization options. When deciding how to implement Salesforce, your governance board can ensure that your setup most closely supports your business processes. Your decisions should measure against criteria that includes cost reduction, expansion, customer acquisition, and retention.
Question #2) Do we have an ongoing execution team in place?
Implementing Salesforce is complex and can easily get derailed. An execution team dedicates full-time focus to expedite your vision, from concept to reality, and provides leadership and process management after you go live. Execution teams that remain dedicated to keeping your CRM in sync with organizational needs will help maximize your Salesforce ROI (return on investment).
Question #3) What is our method for dealing with end-user questions and requests?
After your Salesforce launch, it’s inevitable that users will have questions and requests. To manage them effectively, you will want a plan for organizing submissions. Do you have a help desk or email ticketing system? Maybe you want to build customizations so that questions route directly into Salesforce. Or, you might want to create a collaborative support interface through Chatter.
If you haven’t yet set a strategy for handling these submissions, now is the time. Allow your users to seamlessly submit support issues and get them resolved timely to increase user adoption.
Question #4) Do we have a plan for new Salesforce feature releases?
Salesforce releases new features three times per year. A benefit of the CRM is that each release is automatically available to your instance. You don’t have to wait months for updates to your enterprise software only for them to be obsolete a few months later.
When new releases come out, you will want to prioritize which features are most useful for your business. After deciding, construct a plan for training your administrators and communicating each change to your users.
Question #5) Have we determined our innovation strategy?
How frequently will you make changes to your platform? Determining an innovation strategy for your CRM before it goes live is a great way to be more proactive and stay ahead of the competition.
Consider your company culture and end users’ adaptability to determine an appropriate release schedule. It may be tempting to introduce new releases at a fast pace, but knowing your organization’s tolerance for change is imperative in developing an agenda that doesn’t disrupt workflow.
Having answers to the questions above will help you develop a solid Salesforce rollout strategy. The road to success starts with the right Salesforce implementation—but that’s only the first step. Get ahead by developing a comprehensive plan, assigning dedicated resources, and continuously iterating your process to achieve higher Salesforce ROI.
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