Problems often arise when implementing new software, but they need not be inevitable. Anticipating potential problems before going live can minimize or eliminate those potential issues after go-live. BWF has broad experience in helping nonprofits use Salesforce to maximize their fundraising results. Here are several potential post go-live problems you’ll want to be aware of.
Low user adoption
If your employees exhibit low user adoption for Salesforce, then your organization will be wasting its investment. Adoption is a contributing factor to overall return on investment and high adoption will maximize the impact Salesforce can deliver. Studies indicate that 43 percent of clients use fewer than half of the features on their CRM system, so you should spend your money only on those things that really matter and that your employees will actually use.
To drive adoption, find in-house champions who can lead the process. Designate one or two champions in different areas, such as Advancement and Admissions, who can meet monthly to try driving Salesforce and discover what’s lacking in terms of functionality. Adding third-party applications to tailor Salesforce to your organization’s particular needs will help increase adoption.
In addition to establishing robust security protections, create a relatively simple process to sign in. If signing in is a struggle, it can quickly become an issue that directly impedes adoption.
Future proofing and lack of communication
It’s a good idea to shadow your employees to understand where they’re having problems with Salesforce. You may discover that the problem is people often don’t know what they want out of their software. Remember that BWF is part of your team. We can ask questions, conduct screen sharing, and listen to your people describe the problems they’re facing so we can fix them and make Salesforce easier to use.
You thought you were getting more than you did
Clients often discover there are things they thought were included in Salesforce but are not. BWF understands the third-party applications available at the App Exchange, which is similar to Apple’s App Store. It’s important to have a partner who has your best interests at heart. Adding third-party apps is a quick and easy process, but there’s a lot of technology to navigate. Our experts know which solutions work together for the many Salesforce products available.
Desire to get everything right on day one
This is as understandable as it is unrealistic. Deploying Salesforce on day one—loaded with every bell and whistle—is the quickest way to a failed implementation. This is referred to as the waterfall method for software development: Everything you think you need, built from the ground up, and deployed in full. A better, more effective strategy is to focus on being agile and implement Salesforce in small chunks that can be easily digested, then build on this solid foundation.
Having a secure system with controlled access is incredibly important; however, you can control every aspect of what people can see and edit and grant access only as needed. Create a sign-in protocol that uses just a single sign in, or serious security multifactor identification process that verifies each user. As mentioned earlier, however, an overly complex sign-in process can frustrate users and suppress adoption.
Lack of usable reports and dashboards
Agile companies need to pivot often to remain competitive. This means the metrics they care about can change over time as well. Reports and dashboards should be as dynamic as your company so you’re always getting the best, most relevant information available whenever you need it.
These are among the most common problems clients face after go-live. By proactively addressing these potential issues ahead of time, you will increase your chances of a smooth launch and realize a faster return on your investment.
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