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25
Sep

What affects User Adoption in Salesforce and How can we fix It

Posted by Vrinda J Menon

minutes read

Your greatest inquiry when putting resources into new innovation is probably going to be: How would I persuade individuals to use – and even grasp – it? The success of any CRM implementation relies on its unanimous adoption by end users, and Salesforce is no exception. It’s not enough to just give your team a great app, you also need to train, support, and give them a sound reason to adopt it. In other words, you need to plan your rollout strategy just as carefully as you planned design, development, and testing. The lack of Salesforce user adoption can manifest itself in different ways and cause serious setbacks on the way to achieving higher productivity, and it may even end in a complete failure of Salesforce deployment. Since the problem will not disappear by itself and requires certain investments into its resolution, we’ve decided to take a closer look at its forms, consequences and solutions.
In spite of the fact that Salesforce can adjust to fit most business models, end clients regularly experience difficulty embracing the device. Some may point the finger at it in transit that their association has designed the device, others essentially guarantee they would rather set aside the opportunity to do it the way it was done in the good ‘ol days. It has gotten to a point where it feels as if a few organizations have jumped on to the Salesforce bandwagon without truly considering the best ways to ensure user adoption. The final result: a Salesforce organization where use is nowhere close to its potential.
How the lack of Salesforce adoption looks like?

  1. Sales Reps’ low Login Rates

The circumstance where, some time after the Salesforce rollout, organizations end up worried about a low login rate is a typical one. Doubtlessly, if the login insights demonstrate a poor login rate, it implies that business reps don’t utilize Salesforce consistently and the client selection isn’t going easily for reasons unknown. Therefore, the estimation of another client relationship stage stays vague for sales reps who keep on depending on the current devices in offering.

  1. Sales Reps’ hesitance to part with Conventional Spreadsheets

Now and again, sales reps stay with spreadsheets as they are used to them and do not understand how Salesforce is better. To exacerbate the situation for Salesforce CRM adoption, sales management may accept such reports turning a blind eye to the situation. Envision: accepting that just one salesperson isn’t using the system and sends activity reports on a spreadsheet leads to disjointed processes and, ultimately, CRM failure.

  1. Sales Reps’ unpredictable Data Update

Not updating the data in Salesforce − be it at the stage of needs analysis or negotiation − is an evidence of poor user adoption, which makes it inconceivable for a sales manager to track the progress. It is crucial for a sales team to keep current with the changing data about deals as well as the information like a customer’s contact information and purchase history, which is liable to changes, so as to have the capacity to utilize this information viably. An inability to do so can result in expensive and humiliating slip-ups. For instance, in case of inability to reach a customer whose details have changed, or not providing a product demo or quotation to the lead within the agreed time in case of a non-update of the corresponding field.

  1. Sales Reps’ negligent Data Entry

Inefficient Salesforce adoption can manifest itself in the form of poor data quality, where sales reps do not enter a part of data or do not enter data accurately. It may provoke data chaos, as neither sales reps nor sales managers will be able to rely on the incomplete or inaccurate information. For example, a sales rep may skip entering the reason for a closed lost opportunity thinking it’s a waste of time and effort since the opportunity is gone anyway. Or, in case this field is mandatory, simply put “Other” as a reason, without thinking much. However, this info is vital for the analysis and visibility into why the opportunity was lost.
How to bring user adoption in Salesforce?

  1.  Change Management Must Include Training

Change management recognizes that most people struggle to adapt to change, including technology changes on the job. Change management is a methodology that enables progress to individuals through this change and diverts assets, business procedures, spending plan and different subtle elements.
Without successful change management, organizations battle since representatives decline to take in the new innovation or utilize it as insignificantly as conceivable in light of the fact that it’s not what they’re used to. Winning buy-in from representatives is a noteworthy part of compelling change administration, and appropriate preparing can help.

  1.  Explain the “Why” to Users

Another approach to win buy-in is by verifying that the general population who will utilize Salesforce comprehend the reasons you’re actualizing it and the reasons you’re requesting that they utilize it.
People have trouble backing new technology if it makes no sense to them. Once you provide the reasons for Salesforce adoption, they will be more likely to get on board. Also, learning a new technology takes time so it’s especially helpful if you can tell them how much time Salesforce will ultimately save them.

  1. Create An Adoption Tracker

You can create and display a dashboard that shows users who have not logged into Salesforce in the past week or have only logged in a few times. You can also report on the amount of Leads, Contacts or Opportunities a certain user has created in a certain timeframe. Any of these dashboards would show who has successfully adopted the platform and who is lagging behind. This is an effective tool, but you should be sensitive to avoid negativity. The purpose of this tool is to identify users who may be having trouble using Salesforce, not to make fun of them or lower user morale. Negativity won’t help adoption. 

  1. Ensure your Data is Clean Data

Ensure your users are careful about checking data before they enter it into the system. This includes checking for duplicate entries. If a sales rep from your company goes to call a potential client only to find that the phone number is wrong or even that there are two different phone numbers, they are not going to trust the platform. If they don’t trust the platform, they’re not going to adopt the platform. Users should always search for a Company or a Contact first before adding them into Salesforce by using the search bar. Also, remind users to use the “Find Duplicates” button before converting a Lead. If your org seems to struggle with duplicates, consider installing an app that will catch duplicates such as DupeCatcher or Cloudingo.

  1. Make it a Requirement for the Job

Make sure everyone knows that you have to use Salesforce to do their job properly. Here are a few tips for building that mindset quickly:
Integrate Salesforce with mandatory business processes so people have to use it. For example, opportunities must be closed in Salesforce in order to generate an invoice or get paid.
Cut access to duplicate data sources and systems. Remove workarounds. If your old tool was a spreadsheet, show and tell how Salesforce is better (for example, it’s a single source of truth that provides real-time data).

  1. Utilize Gamification around the Office

When it comes to learning, gamification is never irrelevant. Therefore, making the adoption process fun and engaging is key to involve users into the process and make them stick to it. It can be a good idea to launch a competition on how actively and effectively employees have used the platform − for example, whether they have regularly entered and updated their data, or how many leads they have converted. Salesforce Chatter can be used to highlight the members of a sales team who have achieved the best results. Rewarding high performers will motivate others and will nudge everyone to move in the same direction.
Do you have any queries related to Salesforce? Reach out to our team and we’d love to talk!



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