Before joining Fluido as a consultant, I had been a Salesforce customer for eight years and been responsible for a global rollout to 800 users. I learnt a lot during these years, not just about the new functionality that is continuously made available by Salesforce, but also some key lessons learned on what makes a successful implementation. I would like to share these with you and hopefully an understanding of these will help you in your Salesforce implementation.
1. Respect your process, and understand it!
The application should support your process, not the opposite. Before you start an implementation of Salesforce, always map your process. Get the process owner (there should always be a process owner within a company who has the mandate to change a process if needed, and has the mandate to tell staff how they should work), some key staff members, and a person with good knowledge about Salesforce in a room and start mapping the process. You will see how easy it becomes to identify bottlenecks and opportunities for improvements when you start mapping. The person with the Salesforce knowledge will also be able to help you understand how Salesforce can best support your process, and will help you identify opportunities where Salesforce can help you automate or improve customer experience etc. If you do not have this knowledge internally, engage with an implementation partner already in this stage.
Process mapping can be done on different levels. Start with the highest one, level 1. An example of a level 1 support process could be:
Submit Case -> Receive Case -> Solve Case -> Communicate Solution -> Close Case
Then map level 2 for each step in level 1. What does the “submit case” process look like? What channels will you offer? Are there automatic notifications? Then continue with the remaining steps. Process mapping can be complex, but can also be easy. Use post-it notes to start with, and then document in text. To support the text a visual process flow helps to get a quick understanding of the flow.
2. Start easy!
If you have never had a CRM application before, you will probably be amazed with the possibilities of keeping data and the reporting capabilities that Salesforce offers. I remember we were! After not having had any proper or structured data to report on, we were so keen on collecting all the data so that we could make all the fancy reports. Result? Low adoption! Users could not understand why we took their time to fill out all these fields! So we had to take a step back. What information do we really need to measure our KPIs? What is the minimum number of fields that we need? We did a redesign of the page layouts and so made it easier for the users to enter information. What followed? Improved adoption!
User-friendly layout with the minimum number of fields required for KPIs is thus a recommendation. Other recommendations for starting easy and increased adoption are:
- Be clear with the users on why you are rolling out Salesforce.
- Communicate your KPIs, and have the users understand why the data is important.
- Do not introduce all the Salesforce functionality to start with, but roll-out in phases.
- Set up a Chatter group for the implementation where the users can ask questions and share ideas.
Once you see that the users have gotten used to the application and are using it correctly, add more functionality or fields as long as you can justify it. The opportunities in Salesforce are endless…
3. Ensure proper governance!
The Profiles in Salesforce define the permissions users have. It is easy to give a user a System Administrator Profile just because the user has to perform a certain task in Salesforce, but be careful! You do not want to end up with different users adding e.g. fields here and there. You need to keep control of the application within your organisation and ensure it supports your defined processes.
Define a governance model and consider these questions:
- Who owns the application?
- What governance bodies do you need? Steering group? Group of admins? And what are the roles of these?
- What role does the process owners have? Sign-off changes?
- How shall change requests be managed? A custom object in Salesforce with a proper approval process?
- How is support managed?
- Who has the permission to do what in Salesforce? Review the Profiles and be careful with certain permission such as View All Data, Modify All Data, Customize Application etc. Keep the number of Profiles to a minimum, and use Permission Sets.
- What is the minimum training required to be a System Admin or to have the permissions for e.g. a Super User?
- How will the set up of the application be documented?
Considering the above in connection with the roll-out will hopefully help you to benefit from an application that properly supports your process in an efficient and customer oriented way, and is managed with control and is scalable to enable future enhancements. And also you will get an application that users love to work with!
Photo Victor Björkund