So you’ve spent 6 intensive months implementing a mission critical salesforce project, everything’s tested, the project sponsors have signed off the implementation, and you’re ready to go live. How do you ensure your implementation does not make users feel like they’ve been forced to use a tool they did not sign up for?
Having a robust adoption strategy established from the start of a project is key to ensuring users stay engaged and want to use Salesforce. Here are 6 tips for adoption success:
Take the holistic approach and communicate the changes that users should expect from an enterprise architecture standpoint and not just from a Salesforce implementation perspective. If users understand the bigger picture, it will help them understand where their usage of Salesforce fits into the ecosystem.
Empower management with key talking points for weekly meetings and any major team events that illustrate the new CRM tool that they’ll be using. Make sure to highlight the WIIFMs (What’s in it for me?) as well as any key process changes that your users need to be aware of.
Showcase as much of the forthcoming functionality as possible so users and the wider organisation know what is coming and how Salesforce will potentially impact their job role. Short videos demonstrating key pieces of functionality will make users feel invested in the the new system early on.
Establish a Super User Community
It’s vital that a super user community is established early on in the project lifecycle to create a network of users that will create a buzz around Salesforce. Be sure to involve the right people though! Employees who are likely to be positive and advocate the new CRM tool are ideal candidates. Don’t be afraid to replace existing super users if the situation no longer works for the user or the project. Try to select users from different departments, geographies or business units to help spread the word.
Conduct full training with the Super User team prior to end user training. Include any delegated admin tasks or specific functions of the Super User team. By the time of end user training, the Super Users should be knowledgeable about the entire project and be a valuable resource to call upon and assist during the end user training sessions as well as a trusted go to person for regular users after go live.
Gamification and Measurement
Once you’re live, measure usage of the system based on achievable predefined metrics. A firm favourite is the number of tasks created, or even the number of chatter posts helping colleagues solve an issue. Then create engaging competitions, and of course, prizes or incentives to reward the desired use of Salesforce. Consider using an AppExchange product such as Ambition, Bunchball or Spinify.
You can also monitor success using the free Salesforce Adoption Dashboard app which gives visibility into relevant user login history & trending, adoption of key features such as accounts & opportunities, and critical sales and marketing productivity enhancers.
Investing in a clear adoption strategy will ensure longevity and user engagement beyond the short term goals of getting Salesforce live. Get the project sponsors onboard with your adoption strategy to help drive adoption success and turn Salesforced into Salesforce!