Driving Salesforce Adoption from Day One
To ensure success and drive adoption of our new Salesforce CRM platform, the Information Services CRM implementation team attended a half day Salesforce presentation to understand best practices for driving user adoption. Because most project failures are due to people related issues (according to Benchmarking Partners ), it is in our best interests to understand the drivers and establish strategies for success.
Salesforce recommends an organized approach to assessing the impact of change during implementation, which includes developing a mitigation plan to proactively prepare users for change. During the project discovery phase, functional subject matter experts (SMEs) should provide feedback on the perceived level of change from the current state of business processes to the future state after the implementation of the new solution. The degree of change would be estimated, and then activities that will stop, start, or stay the same are identified. An action plan should then be created to prepare users for the change identified. Up front consideration ensures that changes are identified and planned for, so they will not take the business users by surprise.
Salesforce also recommends three levels of user- based adoption metrics to measure engagement and new system usage. Our Salesforce environment can provide some of these metrics in a dashboard: users logged in – last 7 days; activities completed in the last 60 days; application decisions made in last 60 days; etc. Training classes attended are another measure of user engagement, and our Salesforce training workshops are ramping up to provide hands on training for the basic Salesforce functions.