You know Salesforce can help your company become more efficient; that’s why you made the investment in the first place. But what happens if your employees aren’t using it? Not only is your investment potentially going to waste, but your existing processes will continue to decrease efficiency, harming your business in the long run. And you run the risk of your employees turning away from it altogether. Whether your Salesforce rollout is new and not taking off as you had planned, or whether you implemented it a while ago and you’re not seeing the login rates you had anticipated, user adoption is a crucial piece in your company’s success when bringing CRM into your business. It can be challenging to excite employees about change, even if it will save time in the long run. Especially if they believe that change will initially add another chore to their workday. Based on our years of Salesforce implementation experience, these tips can make a big difference in improving user adoption.
- Name project champions. Employees who are enthusiastic about the system can act as point to address frustrations and communicate successes. Not only will your employees see the system being used successfully, but they can learn how to use it by seeing it in action. It helps to choose a champion in each department, so other users in that department can see how it functions in their role, to make their own jobs easier and help them reach their goals.
But the best project champions are the ones at the top. If your leadership isn’t wholeheartedly embracing Salesforce, and expecting to see updates and reports generated in the system, it won’t happen. User adoption should be happening from the top down.
- Communicate! This is essential both up and down the chain of command. Hold company meetings to provide progress updates on the CRM project, and send out documentation of new processes and features as they roll out. Provide opportunities for end users to make comments, recommendations and suggestions and ask questions. On a smaller scale, department heads and the project champions you have chosen in each department can provide feedback and encouragement at team meetings to reinforce the larger message.
While we’re discussing communication, Salesforce Chatter is key to user adoption. Chatter is the social network within Salesforce that allows you to tag users, create groups organized by subject or project, and provide transparency and context for your communications. And while your employees are getting their feet wet in Chatter, they’re more likely to explore the rest of Salesforce and become more comfortable with the platform.
- Gamify, and make learning fun. While it’s natural to resist change, even when the potential for success is great, you can help overcome this by providing tangible, more immediate rewards. Offer prizes and swag for those who are in the system, learning and using it. Salesforce has a great tool to help you with this, in the free online training platform, Trailhead. You can incorporate its gamification system into your own incentive program to increase user engagement.
- Hire a partner. You already know a Salesforce partner can help guide your implementation, but did you know we can also help you increase user adoption? The experts at Spark.Orange have seen this reluctance before, and we know how to overcome it, or even avoid it in the first place. A successful implementation includes your employees from the beginning, so they learn in smaller pieces as your data is migrated and the influx of knowledge is less overwhelming. But even if you implemented Salesforce some time ago and just aren’t seeing the use you had hoped for, it’s not too late to reinvigorate users and engage new ones. We can train your users in the system, guide your implementation even after it’s off the ground, provide managed services to supplement your employees’ usage as they’re learning the system, and offer ongoing support as your company grows and your needs change.
Contact Spark.Orange and let us help you make the most of your Salesforce investment by ensuring it’s working for your users, and for your organization.