It’s easy to get carried away when you realize everything Salesforce can do and how versatile the tool is. Too often, we see clients who want to implement complex automation, workflows and processes as soon as they start using Salesforce, but their users aren’t ready. Their enthusiasm backfires, leading to a loss of productivity. If you have handed your end users a complicated system, it may have been too difficult for them to learn and adopt. Now they’re not using it, so you’re not seeing the returns you’d hoped for, and you’re worried you have made a mistake.
But maybe it’s just time to take a break and evaluate your strategy, what is working and what isn’t, so you can build and customize Salesforce in phases. This allows your users to learn at the end of each phase and adapt their new system over time to your existing processes. Here are five warning signs that let you know it’s time to reevaluate the usability of your organization’s Salesforce implementation:
1. There are too many required fields.
You want to capture as much data as you can, however too many required fields can have the opposite effect. Users are intimidated by multiple pages of required information, and wind up entering very little at all. So not only do you lack initial data, but now you can’t run processes designed to help you as your lead develops. But if you cut back on the required fields needed upon initial contact, and break up information required further down the road, your users can enter only the information they need, only when it’s needed.
2. Users are communicating outside of Salesforce.
Salesforce has desktop tools designed to facilitate communication both internally and externally. If your employees are utilizing external communication tools to drive your process or advance your operations, they’re missing out on the opportunities to provide more data within Salesforce and take advantage of the automation that’s designed to save time and connect users. Look at what is keeping them from using the tools they have, and determine what your organization can do to eliminate the obstacle.
3. End users can’t access the data they need to see.
The beauty of reporting in Salesforce is that you can access data all in one output. When an end user can not get to reports or see the data they are looking for, this causes a stoppage in work and ultimately frustration with the system. They’ll begin using external reporting systems, again missing out on opportunities for analytics and guidance. Your users need to be able to tailor their reporting filters to see exactly what they want to see, as simply as possible.
4. Unfamiliarity leads to constant process questions.
Of course you want all of your processes on the Salesforce platform. However, you need to consider how much your end users can absorb at once. If they are constantly stopping mid-process to ask questions about what to do next or how things work, their focus shifts from the job they are trying to perform to how to use Salesforce. Your Salesforce process should follow your or business process organically, but you can add step-by-step guidance to your configuration, providing the answers to those questions right where they’re needed.
5. Erroneous or incorrect notifications are going out to clients.
If your clients receive notifications with incorrect information, it’s embarrassing and can be potentially harmful to business. Testing and paying extra-close attention to detail when it comes to any outbound notifications is imperative in maintaining good relationships with clients. Using the native templates and automatic communications within Salesforce reduces the likelihood of human error, but they can only be used when your Salesforce processes are being followed from step one.
The best way to prevent these problems from occurring is to implement Salesforce correctly from the beginning, with the help of experts in business processes and Salesforce who know just how to seamlessly integrate the two. But if your current strategy isn’t working and you’re seeing some of the signs in this article, it’s time to evaluate what improvements can be made in your processes. The experienced team at Spark.Orange advocates a phased approach, to provide you with the opportunity to evaluate your Salesforce strategy as you grow, allowing you to customize it not just at the beginning, but along every step of the way. Contact us today so we can help you make the most of your Salesforce implementation.