EGUIDE: 9 Steps to a Healthy Salesforce Org

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1 EGUIDE: 9 Steps to a Healthy Salesforce Org Your CRM system has the potential to completely transform your company s sales and marketing efforts. But with so many moving parts before, during and after implementation, it s easy to end up with a solution that only bridges some of your operational gaps. If you re willing to make the investment in Salesforce, we want to see you get the return that s possible when the system is firing on all cylinders. Here are 9 steps you can take to maintain a healthy Salesforce org.

2 Examine Your Current Processes 1 Whether you re brand new to CRMs or are looking to improve your current setup, every Salesforce project should begin with a thorough examination of the state of your business. Are your key processes clearly defined? Where are you seeing positive or negative results? What could specific teams improve upon? And most importantly, what are your goals and expectations for the outcome of your new and improved solution? Any partner can help you build a functioning Salesforce org, but without a solid idea of where your company is missing the operational mark, your investment will fall flat. Be sure to dedicate the proper time and resources in this area before engaging Salesforce (or your trusted consulting partner) to ensure your upgraded solution will be built to address your unique business needs from day one.

3 Choose the Right Implementation Path Salesforce is an intricate, highly detailed technology. The integration capabilities are powerful, the applications are limitless and the potential for results is unmatched - if it s built and implemented correctly. 2 With Salesforce, you have two implementation options: Use your own resources to build and roll-out your org, or work with a certified implementation partner to plan and complete the project. If you have someone in-house who s well versed in CRM implementation and has the capacity to take it on, perfect! Self-implementation may be the way to go. However, that s not often the case. While it is the more costly route in the immediate term, a certified implementation partner typically offers dedicated resources, years of Salesforce and integration expertise, intimate knowledge of features and functionality, and ongoing training and support to help maximize user adoption. That means, it ll likely take less time (and fewer headaches) to get your org up and running to your exact specifications. How you implement your org is up to you, and your decision may be driven by budget or other key considerations. But if you re merging multiple CRM systems or switching to Salesforce from another CRM, we highly recommend finding an implementation partner to ensure the project is fully scoped and the data migration is completed properly.

4 Appoint an Admin 3 Staying on top of ongoing maintenance, changes to the platform and training opportunities is crucial for your long-term success with Salesforce. Whether you hire someone, put a trusted internal resource in charge or opt for ongoing admin services from your implementation partner, having a champion to help enforce policies and improve upon your CRM processes, as well as a single point of contact for questions, will save time and money. PRO TIP: An internal Salesforce admin should be filling a critical, full-time role, not adding duties to a current list of responsibilities and priorities. It s important that this person has the capacity to handle everyday tasks, while also staying up to date on releases, new features and evolving business needs.

5 Embrace Integrations 4 Every business has a unique set of requirements, challenges and goals. Luckily, Salesforce is built to support each and every one of them! Integrating your CRM with other key systems helps Salesforce become the hub of your business without negatively impacting operations that rely on specific tools. Your teams still get to utilize the systems they need to be successful, while building a single source of truth for critical data company-wide. Not sure if Salesforce integrates with a system you love? Just ask! Chances are, your implementation partner can make it happen.

6 Automate Everyday Processes 5 As we mentioned, your Salesforce admin has big shoes to fill. Automating everyday processes - like how leads are assigned to users or what happens when an opportunity closes - can help take minor, repeatable tasks off their plate and allow your admin to focus on the bigger picture. Automations can also set your teams up for success by ensuring that processes trigger exactly the way you want them to, every time. For simple processes, Salesforce s native functionality should do the trick. For complex processes that require numerous steps across multiple users, consult your Salesforce rep or implementation partner to learn about workflow automation applications built specifically for Salesforce. Whichever option you choose, it s important to balance process automations with manual checkpoints to keep data clean and users engaged. Over-automating could have negative results over time.

7 Build Dashboards & Reports 6 As Salesforce becomes the source of truth for different areas of your business, it s natural for users and leadership to rely on it for analytics and measuring success. Identifying and implementing dashboards and reports that display meaningful, real-time data for specific user types will help eliminate fatigue from individual alerts, keep everyone informed on goal progress and KPIs, and allow users to take action toward items that require their attention. Salesforce also allows you to schedule report delivery for key stakeholders, ensuring sales and leadership teams don t have to hunt for the data they need to stay on top of.

8 Plan for In-Depth & Ongoing Training 7 After reviewing and refining processes, then making a significant tech investment, your leadership team will likely have high expectations for anyone utilizing the new solution. And in order to exceed those expectations, you ll need to get (and keep) all users up to speed. Before launch day, have your admin and/or implementation partner create an in-depth training plan to ensure all users are armed with the information they need to be successful from the get-go. Thoroughly training your users through functional, role-based scenarios will instill confidence in the new system and processes, helping to boost user adoption and solidify operational changes. Regular post-launch check-ins or mini feature-specific training sessions can also be helpful throughout the first few months as users get comfortable. As time goes on, be sure to develop an ongoing training plan with your admin to get new employees up to speed and keep current users aware of new features and platform updates.

9 Keep Your Data Clean 8 You may be familiar with the mantra, If it s not in Salesforce, it didn t happen. As you introduce your new Salesforce org and updated process flows, this can be a great mindset to drive home to users. Your CRM is only as effective as the data being put into it. Make it clear during and after training that Salesforce will be the single source of truth for customer information, which means all data being entered into the system should be detailed and accurate. Avoiding duplicate records, filling in all necessary data fields and updating information as things change are all simple ways that your users can contribute to a healthy Salesforce org.

10 Iterate 9 It s inevitable - your business will change and grow. And as that happens, the way you utilize your CRM should, too. Changing processes or automations does not mean that your core Salesforce configuration is wrong. Stay flexible and check in regularly with teams, leaders and admins in order to help your company identify short and long-term roadmaps for CRM updates based on sales goals, growth projections, process refinement needs and future integrations. Remember: Salesforce is made to scale with your business. Don t be afraid to let it!

11 LEARN MORE TODAY Putting a new CRM system in place is no easy task. But with the right preparation and ongoing care, your Salesforce org will thrive and grow alongside your business. Have questions or want to discuss your next Salesforce project with the experts at Canpango? Get in touch with us today! p: e: sales@canpango.com Canpango LLC. All Rights Reserved.