Salesforce Adoption is a subject which is frequently talked about as it is key to ensuring the success of the implementation. Your business has bought the product, implemented the product, now what? How do you ensure the product is not only correctly used, but is ingrained into people’s daily processes and work life?
If you can ensure that the communication to users, the training and the support is well thought out and delivered correctly, then you will have a better success rate.
Step 1: Train the Trainer
The training element of Salesforce should be thought about before the implementation is complete. Depending on the number of users you will have, you may not need to have a specific group of people responsible for training users. However, if you have a large number of users, I would suggest you nominate (or ask for volunteers) a number of Salesforce Trainers. The role of the Trainer is to deliver a role specific training session to groups of users.
Topics to include in the training session for Trainers are:
1. Introduction to Salesforce: What is Salesforce? I suggest including one of the many Salesforce demo videos from the Salesforce YouTube channel
2. Definitions of Objects and their relationships with records: I find it helpful to include the Microsoft Excel comparison: In Excel you have Worksheets and Rows, in Salesforce you have Objects and Records.
3. New processes to follow: There will likely be new processes for the various teams to follow –Sales users entering opportunity data, team members entering client data and Marketing users entering lead and campaign data. Ensure you have a Trainer allocated to each of these topics so they can deliver the initial overview, plus the process specific topic.
4. Searching in Salesforce: What Search options are there? Global Search Bar, Chatter Feed Search, Search Filters etc.
5. Chatter: What is Chatter? How do you use it? What are the benefits?
6. Reporting: What do Reports look like in Salesforce? What is their relationship with Dashboards? How do you create, edit and view Reports and Dashboards?
7. Create a statement or slogan to address the inevitable “what’s in it for me” questions. If appropriate, include scope in your initial implementation for user feedback. This could be gathered from a survey (integrated with Salesforce of course!). This will give users a channel to feed back their opinions and suggestions for your Salesforce org.
Tip: My personal favorite survey product is the Get Feedback app
Step 2: Train the Users
Once you have your training team set up, next step is to arrange training sessions for your users. Ideally these sessions should be delivered in a face-to-face classroom style however, it may be that the budget allows on for training to be delivered via video link. If you are able to do classroom style training ensure the users are provided with laptops to work on and to save time, set their accounts up prior to the session so they are able to log in to Salesforce quickly and easily. When I deliver this type of training, I send an email to each of the attendees prior to the session with a link to the Salesforce login page of the environment they will be using during training, a note of their Username and a generic password that I preset using Workbench.
Tip: If you have Lightning Enterprise or Lightning Unlimited editions, you are lucky enough to have Sandboxes so I strongly suggest you allocate a Sandbox purely for training purposes.
Step 3: Group of Super Users
Once the training sessions have been completed, you could set up a group of Super Users who will be responsible for championing Salesforce and the processes within it. This group doesn’t have to be responsible for training, their role could include:
1. Being a link between the business and IT
2. Monitoring a Q&A Chatter Group (see further information on this below)
3. “Floor walking” at specified times to help users with ad hoc questions or issues they may have.
Step 4: Public Q&A Chatter Group
Users feel reassured if they know they are able to easily contact a specialist if they have a question about their Salesforce account. They may have questions following the training session so ensure they know who to contact and include post training support resources during the training session. I found it particularly useful to set up a general question and answer Chatter Group which was open to all users. Here, they can Post any question they may have and in addition, they can search the Chatter Feed to see if the question has been asked before. If you do decide to set up a Chatter Group like this, you need to decide who is responsible for monitoring and responding to the questions as they come in. If a user posts a question and is met with silence, their confidence and trust will drop!
Step 5: Monitor and Measure Adoption Rates
The best way to monitor and measure the adoption rate is to use the Salesforce reporting functionality. There is a fantastic free report package on the AppExchange by Salesforce Labs which comes complete with pre-built Reports and Dashboards.
Back to Basics Series
For more information on specific Salesforce topics, see my Back to Basics Series on the Salesforce Ben website: http://www.salesforceben.com/category/back-to-basics/
Note: the suggestions noted in this Blog are my own opinions from my own experience of Salesforce implementation!
Beyond login rates – Three Key Areas for Measuring Adoption: https://help.salesforce.com/HTViewSolution?id=000025306
8 Tips to Increase Salesforce User Adoption: http://www.salesforce.org/8-tips-to-increase-salesforce-user-adoption/