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4 Steps to Ensure a Successful Salesforce Implementation

Dec 13 2017 | Overground Overground

So, your company made the big decision to invest in Salesforce? Now what?

Building a Salesforce implementation strategy can be intimidating, especially when you have time-sensitive goals and are eager to see a return on your investment.

To ensure your B2B organization is on the path to Salesforce implementation success, here are four steps you need to take within your first 60 days of execution.

1. Develop a Salesforce Implementation Training Path 

Developing a comprehensive training program is key to success whenever you implement a new software at your organization. If you fail to provide stakeholders with hands-on training in the platform, then your implementation will never reach its full potential. New Salesforce users often take part in classroom-like training sessions where they consume large amounts of information on Salesforce reporting capabilities, user functionalities, and system usability. And while these presentations and simulations can be helpful to a new user, they don’t provide the hands-on and real life experience that a user needs to start using the system upon adoption.

To improve adoption and empower your users, you must equip them with the help and hands-on training they need to use the platform on their own, in their real life working situations. Salesforce’s robust Trailhead education platform is a great way for new users to learn Salesforce through guided exercises and projects.

Documenting your processes at the onset of your Salesforce implementation can also be incredibly helpful to show users how they can best utilize the software for their individual roles. These process documents should be made available by the click of a button inside of Salesforce and use tool tips and triggers that can send helpful cues, like “Here’s how to enter leads into the system,” or “This is how to pull a custom report.”

2. Show the Value of Salesforce Implementation

Strong Salesforce adoption begins with design and continues to grow with great end-user training and knowledge. While Salesforce is designed with usability in mind, it doesn’t guarantee that your users will see its immediate value.

If users find entering information into Salesforce time consuming and pointless, they may passive aggressively respond by not filling in the required information. To help encourage adoption, demonstrate the value of the platform by:

  • Helping users understand why certain fields are needed and required;
  • Emphasizing the importance of maintaining your customer data in one single source of truth;
  • Explaining how a clean, current database is needed for reporting purposes and measuring ROI.

Your users want to know “what’s in it for them.” Always explain why and how Salesforce implementation is going to benefit both the user and the entire organization, and be open to feedback. The overarching goal is to create a system that works for the organization as a whole and the end user.

3. Pay Attention to User Metrics

Obtaining user metrics and feedback will be incredibly important during the first 60 days of your implementation. But how can you go about obtaining these insights?

  1. Generate Salesforce Custom ReportsSalesforce administrators can pull reports to see which users are logging in and how often they’re working in Salesforce. This will give you a better idea of user adoption rates.
  2. Establish a User Group – As a Salesforce Certified Partner, we often recommend that our clients create a subset user group (around 5-10 people depending on the company size) to gather feedback within the first 30 days of their Salesforce implementation. A user group can help you gain initial insight into what’s working and what’s not from a user perspective.

By listening to your users and making adjustments to your Salesforce instance based on their feedback, you can get ahead of potential issues that could prevent your Salesforce implementation from being successful down the road.

4. Practice What You Preach

In order for your Salesforce implementation to truly be successful, your management team needs to champion the system not only from an overall strategy perspective, but also in practice. If your organization expects employees to use Salesforce, your management team needs to reinforce these goals and expectations by also using Salesforce. You will see user adoption increase if your management team practices what they preach and makes it a priority. 

The first 60 days of your Salesforce implementation will set the tone for how your organization will use and adopt your new CRM system. When implemented correctly, your Salesforce instance should make your job easier and your processes smoother.

To learn how Overground can help you meet your business objectives and drive revenue growth through CRM, check out our Salesforce Solutions and services.

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