For every sales leader that says, “If it’s not in Salesforce, it didn’t happen,” there are a dozen salespeople grumbling about how they need to update their pipeline in Salesforce and are grimacing at the thought. We constantly hear stories about how it takes hours for users to update their records in Salesforce.
The following are our five top ways to drive user adoption amongst your Salesforce users.
1. ‘Google-ize’ the Screens
People love Google because it can help find anything that comes to their mind. They keep coming back because of its beautifully simplistic design. The user is able to focus on the thing they came to accomplish; to search for something.
We like to approach our Salesforce page layouts in the same simplistic way. Less is more in our opinion.
If there are fields that have not been used in months, move them off of the page. Group similar things together such as Close Date, Opportunity Stage, and Probability. Make things as simple as possible for your end user to give the organization the data it needs.
2. Begin with the End in Mind
Your Salesforce instance is as only as good as the data it gives you to support good business decision-making at your organization. In order to reduce the chance of awkward configurations and workarounds that could negatively affect user adoption, we guide our clients to start with the end in mind.
What reports and dashboards will you need? How will the executive team be using this data? With the answers to these questions in mind, work backwards to solution the best possible user experience to capture this data. If an architecture or configuration direction is not going to support the business goal and provide an impediment to user adoption, then you should strongly reconsider.
3. Start with Good Data and Encourage Good Data Hygiene
If your users doubt the data they are seeing in Salesforce, they will be less willing to use the tool. If information such as Account Ownership in your Salesforce instance does not align with reality, users will begin to doubt every piece of data in the system.
Spend the time to get your data right and it will give your users the confidence that your organization is committed to the application. Also, find ways to keep data clean. Use data cleaning applications from the AppExchange, auto-populate fields for users when possible, and leverage tools like Salesforce’s Data.com to keep contact records in check.
4. Be Open to Process Change
Salesforce has been at the Salesforce Automation game for over 15 years now. They have learned a few things about what makes a good sales process. That said, the beauty of Salesforce is that it is customizable to your business’ specific processes.
We oftentimes steer clients away from making drastic changes to the core Salesforce functionality to meet their specific business process and requirements. If your process is that different, it might be a healthy exercise to look introspectively at how you are doing things and how you might be able to work to refine your process to better align with native Salesforce functionality.
5. Stick with Standard Functionality
Keeping the Process Change recommendation above, we also guide clients to stick with standard Salesforce functionality whenever possible. Salesforce has spent a great deal of time and money on user experience design and understanding best practices when designing and building their product. That said, you should strongly consider why your organization needs to ‘recreate the wheel’ to meet your needs.
Additionally, as Salesforce progresses their product line, there is a slight chance that you could miss out on additional features or functionality that they have added if you’ve gone ahead and built your own custom solution.
We’ll admit, driving user adoption is part art and part science, but we’re here to make user adoption easy.