User Adoption Jim Laudisio Director of Operations, Boston Partners in Education Co-Leader, Boston Nonprofit Salesforce User Group
Tip #1: “If it’s not in Salesforce, it doesn’t exist!” • The system must be the trusted, authoritative source for your organization’s data. • Push data quality early and often. • Help users understand how to identify bad data and become invested in eliminating it. • Goal: Move users away from their own record-keeping systems (Excel, etc.) and into Salesforce.
Tip #2: Incentivize • Biggest driver of adoption: when users see how Salesforce makes their lives easier. • Recruit power users as advocates. Make Salesforce the “cool kids’ table.” • Use Chatter to drive staff into Salesforce — that’s where the conversation is happening. • Engage users as your Quality Assurance team. They’re your bug-finders! • Consider contests/prizes for top users.
Tip #3: Training, Training, Training • Recruit other staff (NOT management) as additional trainers.It means a lot more coming from peer users, not just admins. • Break training into manageable chunks. • Offer monthly or quarterly tips & tricks and/or refresher sessions. • Impromptu one-on-one trainings go a long way toward building user confidence.
Tip #4: Get Management On Board • Leadership needs to drive adoption, particularly with tech-resistant staff. Both fear and confidence are contagious! • Recruit a “champion” within upper management to advocate for adoption. • Establish clear expectations and meaningful metrics for measuring adoption. • Demonstrate to management how increased adoption provides them greater visibility into the organization’s operations.
Tip #5: Customize • Invest in automation & custom reports to save users time and headaches. • Spend the time with users to customize the UI to their liking as much as feasible. • Use Permission Sets, Profiles, and Record Types to limit information and avoid overwhelming users. • Encourage “wish list” requests. • Regularly solicit feedback!
Additional Resources • Salesforce.com Learning Center: http://www.salesforce.com/customer-resources/learning-center/details/getting_started.jsp • Dreamforce 2012 Session “Winning”: http://www.youtube.com/watch?v=hWd9ZSTQ_mM • Measuring Adoption: http://www.scribd.com/doc/23855680/Beyond-login-rates-three-key-areas-for-measuring-adoption • SalesforceAdoption Dashboards: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004gHhLEAU • Data Quality Analysis Dashboards: https://appexchange.salesforce.com/listingDetail?listingId=a0N300000016cshEAA