Not much has changed since we published our post, Top 5 Best Practices to Drive Salesforce User Adoption. Sales leaders are still proclaiming, “If it’s not in Salesforce, it didn’t happen!” while time-stretched salespeople grimace at the thought of spending hours updating their records. It doesn’t have to be like this!
To help, we surveyed our certified Salesforce.com admins and developers for six more ways to drive user adoption amongst your Salesforce users.
1. Improve the User Experience
A positive user experience (UX) can increase productivity and adoption. As demonstrated in this video from Salesforce, How to Create an Amazing User Experience, users, in particular, your Sales users, do not want to keep scrolling to find the option they are looking for. Though it may seem like a minor inconvenience, additional effort to scroll can make even the simplest of tasks seem time-consuming and not worth the effort. If you are still on Classic, consider the switch-over to the improved user-experience offered in Lightning.
2. Create Common Terminology
Although there is a Salesforce Glossary, your users should not have to rely on it to complete their daily tasks. Establish common terminology specific to your business needs and communicate it to your team. This will improve the user experience and will, in turn, create a more positive attitude among your users. A positive mindset can go a long way toward increasing Salesforce adoption.
3. Discuss a Roadmap
Discussing the roadmap and your organization’s plans for your Salesforce instance makes for informed and happy users.
Be sure to outline:
- How to complete tasks in Salesforce
- Any challenges to completing tasks
- What can be done in Salesforce
- The current features offered
- The long-term goals of how Salesforce will be used
Focusing on outcomes is the key element when explaining the full roadmap because users need context. Plain and simple. If your users understand the projected outcomes, it is less likely they will become frustrated with the technology and the reasons for using it.
4. Establish a Clear Channel for Feedback
Users are happier in companies that allow for feedback. This article, Importance of Good Employee Communication, relates that effective communication allows for feedback which in turn creates engaged employees. Companies that do not include a clear line of communication will see a negative impact on not only the adoption of Salesforce but the retention rate of employees.
5. Include an Executive Level Sponsor
Ensure that there is an executive level sponsor, such as a VP or CEO, to help users realize the importance of Salesforce. An executive level sponsor can also open that critical line of communication mentioned in step 4. Here’s a useful guide from Salesforce, which shows they believe in the importance of an executive sponsor, Best Practices: Why Executive Sponsorship?
6. Measure Adoption
If you don’t measure adoption, you will never fully understand the success, or lack thereof, of Salesforce adoption. If your rates are low, make sure to motivate your team and remind them of the projected outcomes. Also, share successes companywide to demonstrate how Salesforce impacts business goals. Salesforce’s Three Key Areas for Measuring Adoption is a great resource to get started here.
These best practices will go a long way toward increasing Salesforce user adoption. For further assistance, don’t hesitate to connect with us. Our team can help you leverage Salesforce to address all of your business challenges.