Organizations across the globe trust Salesforce, the world’s most successful customer relationship management company, when it comes to custom and out-of-the-box CRM solutions. However, it is essential for organizations empowered by Salesforce to ensure that every member of the team is on board with Lighting Experience implementation and leveraging it in their daily operations.
How to Drive Lightning Experience Adoption?
What can be done to ensure that your team members fully accept and harness the Lightning version of Salesforce of the Org that you’ve created for them? Well, the answer lies in acceptance.
It is human tendency to avoid change even though it can be profoundly empowering and liberating. More often than not, a majority of people in an organization tend to feel overwhelmed and uneasy with a new system, and as such, will resist anything that is new and cling to what they are familiar with. This is a universal concept and a natural human response.
This is one of the biggest reasons why some sales teams keep persisting with disparate worksheets, outdated workarounds, and redundant tools and techniques, even though they have, in fact, access to better tools at their fingertips.
Much like adoption, acceptance cannot be forced. Unfortunately, there is no magic wand that would convince everyone to instantly admire the new Lightning implementation of your Salesforce org. However, you can try actively promoting a culture accepting of change by stimulating a shift in behavior and attitude, and by fostering a healthy, supportive, and collaborative work environment.
Here are some tips based on our experience in the Salesforce CRM industry and digital transformation space that can help you ensure smooth and effortless Lightning Experience adoption in your organization.
Create compelling reasons
The best thing you can do is to help your team members understand utilizing the Lightning CRM implementation will make their lives easier. You need to make sure they work more productively and efficiently rather than sticking to the old non-Lightning process.
For this, you can:
- Customize your Lightning implementation, functionalities, and user features to streamline standard business processes.
- Roll out an implementation designed and configured with a predefined purpose to satisfy both the top management and every CRM user in the organization.
- Keep visiting Salesforce AppExchange to identify and use apps and solutions to cater to the specific requirements of your clients and feature requests.
- Encourage the use of internal communication channels such as the native Chatter app or Quip so that team members can work more efficiently and effectively together to close sales faster.
Monitor and support users throughout the Lightning adoption process
Set up reporting to segment the users in your organization into four distinct user segments characterized by their levels of adoption. Once this has been done, you can proceed with providing user support for every segment proactively and utilizing key metrics to keep track of the adoption levels of your users.
- Proficient and cooperative. This segment should comprise of highly-proficient team members who are well-versed with the use of your Salesforce org or power users who are quick when it comes to learning new technologies.
- Not proficient, but trainable and open-minded. This segment should include team members who show eagerness and passion for learning how to use the new Lighting version. They may be slower than others initially at getting into the swing of things or not fully utilizing the power of your system just yet, but they are cooperative and open to learning. You need to offer support and training to them and resolve any UI/UX issues that come up along the way. This will let them get encouraged and start utilizing the true and full potential of your implementation as soon as possible.
- Not willing, but trainable. This segment includes team members who are not keen to try out and fully explore Salesforce Lightning but trainable. To win their buy-in, you must emphasize on user success anecdotes and demonstrate the long-term goals and advantages of the Lighting system. Moreover, you should demonstrate how much more inefficient and difficult it would be for them to work productively without the Lighting implementation.
- Not willing, and with learning difficulties. This segment would bring lots of troubles for you and may even be beyond the scope of your expertise and responsibilities, for that matter. The best you can do is to identify the users that fall within this segment. Thereafter, you need to coordinate with the senior management of your organization for resolving the adoption issues of these users.
Provide ongoing user support and education
It is important for you to publish an online knowledgebase or repository aside from offering in-office training to your new Lighting users. For this, you may upload engaging and value-driven user videos from time to time. You can also encourage team members to get accustomed to the Salesforce Lightning implementation process and help them master their daily tasks with a newfound convenience and ease.
You can roll this out with:
- One or more eLearning apps or screen recording software to create short and engaging instructional videos. You can utilize these videos to guide CRM users with step-by-step, easy procedures and to demonstrate the power of new feature sets.
- You can take a hint for the production standards from the SFDC.Guide, Salesforce YouTube channel, and Cloud Analogy CRM Blog. The important thing is that you provide useful and engaging info to your users in a manner they can fully grasp.
- Monitor the user statistics in the context of how often your videos are watched, the ones that have gained popularity, and cater to the content needs of users accordingly.
- Provide feedback tools, short quizzes, and user surveys to test the knowledge of your team members. In the meanwhile, you need to identify what works and keep on revising content that is difficult to understand.
By taking resistance out of the equation, full user adoption and long-term organizational success will be on the cards.