I am speaking in a session this year at Dreamforce entitled The Social Enterprise: Now What?. The general premise of the session is after the contracts are signed, integration is complete and Salesforce is deployed in your organization….what do you do now?
I’ve been working on my slides the past couple of days and I find it hard to condense my advice to a 7 minute overview. I’ll most likely speak in generalities, however I’ve organized my speaker notes into what I hope you all will find interesting.
The SFDC organization that I work with is one of the largest in the world at about 30,000 Sales Cloud users. My company deployed Sales Cloud back in 2007 and has adopted several other Salesforce product lines. A large part of my role over the past year was focused on re-invigorating the utilization of Salesforce. The focus of my talk is limited to the Sale Cloud, but I am confident that you can utilize this framework with any Salesforce.com product lines.
What Is In It For Me
The fundamental question you need to have answered before you start any adoption effort is What Is In It For Me? What we found during our adoption initiative was that a lot of our first line sales cloud users didn’t see the value in using Salesforce, they saw it as an ongoing chore that needed to be done because management expected it. We took this feedback and created a set of internal use cases for each of these segments of the user base.
For example, we created some that one sheets that explained how sales managers could use dynamic dashboards to run their weekly sales calls, or explained to sales reps how to use custom views to slice and dice their opportunities in a way that made sense to them. We also created global dashboards that are sent to our executives weekly that show the overall health of their pipeline.
So Now What?
Now it is time for you to put these ideas to work for you.
First and foremost, create a document repository somewhere that holds all of your training material, user guides, how to videos, etc… We had over 15 different “portals” hosting this information. Give your end users a single place to go. Encourage peer to peer best practice sharing. This could be as easy as setting up a chatter group, hosting weekly/monthly calls, anything really where you can bring together similar end users and encourage them to share with each other.
Get Out Of Your Cube
You need to get out there and talk to end users at all levels. You will be surprised at the seemingly simple things people don’t know. Are your sales reps using your SFDC org as designed or have they come up with a completely new process? How are sales managers viewing/using the pipeline information? Find out how people are using the system and highlight those best practices.
Create your own set of dashboards where you can inspect what’s going on in your org. When we put these in place, we discovered an entire sales region that was not creating any opportunities in Salesforce. After further inspection, it turned out that we had corrupt account assignments, so our reps were not able to view their assigned accounts. We fixed the issue and saw a dramatic spike in Opportunities created. Identify what you expect your users to be doing with your SFDC deployment and inspect those relevant metrics.