Implementing CRM and New Technology In Your Organisation

Posted on 2015-09-14 15:31:57

Harvard Business Review featured Rebecca Knight’s advice in its Management Tip of the Day. The tip came from her article, “Convincing Skeptical Employees to Adopt New Technology,” in which she outlines key steps to implementing new technologies within any organisation.

Pracedo works with business and non-profits to develop, launch, and train users on the Salesforce platform. It is our job to make sure teams successfully utilise their Salesforce orgs. Much of what Knight features in her article we have seen first hand.

Here are our favourite takeaways from Knight’s article:

Choose Technology Wisely

As Knight said in her article: “Functionality is critical, but so is user-friendliness.” Choose a tool that fits your needs, but also on that has room to grow alongside your team and projects.

Salesforce can be as simple or complex as you need it to be. If you work in a small company with just a few employees, Salesforce has easy-to-use, point-and-click features (no coding necessary). If your organisation needs only uses leads, contacts, and accounts, then you can easily remove any extra tabs or sections that aren’t relevant. And if you move from being an emerging business to a mid-size business, you can then easily add any customised elements.

The true testimony to Salesforce’s flexibility is in its user groups. Large, notable clients use Salesforce (such as Barclays, Coca Cola, Vodafone, and Merck), as well as small, emerging businesses. The same breadth of size goes for non-profits too.

What can make or break the introduction is how you utilize that flexibility to fit your specific needs and goals.

State Your Case

Your team will want to know why the new technology is necessary. The best answer is that it will make their lives easier. It’s not here to replace them, and it’s not here as a useless form of busy work; its here to help.

Demonstrations of the system can be a great way to show just how useful it will be to your staff. Don’t just tell them how great it is; show them with real scenarios from your organisation.

From our experience, the features that users get excited about the most are:

1) Reports and Dashboards – Here you can show your users how simple and easy it is to monitor success. Gene Marks at Forbes hails reports as the most important thing about a CRM system, and the best way to convince your teams of its worth.

2) Process Automation – With tools like Lightning Process Builder, mundane and repetitive tasks are easily automated so your teams can focus on the most important parts of their jobs. Calendar alerts, updating records, creating new records, sending emails – all can be done with an automated process so that they never have to fuss with them again.

3) Chatter – Many offices have internal messaging systems. Salesforce Chatter takes that to the next level. Because Chatter is fully integrated with your Salesforce org, your team members can easily share links and files related to records. It keeps communication centralised and productive.

Get Influencers On Board

As Salesforce consultants, we are invested in the success of every implementation. We’ve seen how important it is for “a network of champions” (as Knight puts it) to get involved early. VP of sales, managers, and directors – depending on the size and structure of your organisation it could mean different roles. But having evangelists in decision-making positions is vital to the success of your Salesforce implementation. If you are a Salesforce admin at your organization, you can probably already identify who these players are, and they include you as well. The expertise and authority of a system admin is essential in stewarding your teams through the process.

If you are responsible for the implementation of Salesforce in your organization, there are many resources out there to help you along the way:

  • User Groups are a great way to talk with and learn from other Salesforce users in your geographic region or industry vertical.
  • Salesforce University hosts classes and trainings for all user roles both online and in-person.
  • Salesforce Help and Training offers free articles and videos on just about every topic.

Naturally, Salesforce wants to see implementation success in your organisation as well. Reports and Dashboards enable you to easily analyse a range of adoption metrics.

Salesforce defines success adoption of the platform in three ways: usage, data quality, and business performance. Each area has a set of metrics available in reports. If you are in charge of implementation, we highly recommend setting up some adoption reports. You can learn more about those key metrics in Help and Training.

Introducing new technology can be difficult and stressful, but if done correctly it can make a significant difference in the success of your organisation and in the lives of your employees.

If you have questions about implementing Salesforce in your organisation, please feel free to contact us.

-The Pracedo Team