paving the way: solving the adoption challenge
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DESCRIPTIONDriving user adoption takes creativity, monitoring, and a little innovation. Join this relevant session to explore ideas and best practices to get your people using and loving Salesforce! You'll be amazed at the difference you'll see with just a few simple changes.
Paving The Way Solving The Adoption ChallengeAdministrator TrackMatt Jadhav: salesforce.comDave Foutz: Numara SoftwareAmy Gibbens: Catalyst Rx
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Adoption Implementing a Successful Adoption ModelInvest in the UserGenerate TrustEnsure the Commitment
Adoption Sustaining a Successful Adoption ModelBuild on SuccessSustain Value Across the OrganizationEvangelize Your Results
3The Adoption ChallengeSource the TruthBe TransparentEvangelize the Value
4Amy GibbensCatalyst Rx5Company OverviewManage pharmacy benefits for more than 7 million membersTotal managed drug spend exceeds $7 billion4th largest publicly traded PBM (NASDAQ: CHSI)Our Promise: To deliver transparent financial solutions and develop customized, innovative programs to meet the unique clinical needs of our clients and their members
6Adoption: Our Salesforce Path To SuccessHistory with Catalyst Rx2008: 12 users (sales)2009: 20 users (sales & marketing)2010: 175 users (sales, marketing, account management teams)Currently: 184 users
OutcomesIncreased adoption from 35% to 90% in one quarterOur 3 Adoption Pillars7Training - Keeping Users EducatedIncentives/GiveawaysGift-cards, Salesforce for Dummies books, chatter teeth, bragging Rights Make training funLaunch events, build anticipation, use engaging exercises such as scavenger huntsGained management participation to present as valuable tool for users and to set expectationsRequirementsBi-weekly new hire trainingTraining handbook & documentationNew team functions/deploymentsOngoing TrainingMonthly company user call, Messaging App posts, YouTube channelsEmail templates via Cases
Every user interaction is an opportunity to increase the users knowledge!8Data Quality Generating The TrustAdministrator capabilitiesValidation rulesWorkflow-field updatesField dependenciesTools at your disposalSelf-run reportsApp Exchange toolsData LoaderMeasure success with Data Quality ScoresMake it easy by allowing users to report bad data
Feedback - Sustaining InvolvementUse Salesforce to change SalesforceQuick turnaround time for small changesAlways announce quick winsUse Cases to track your user requests/org changes (templates can simplify and educate)Adoption Dashboards in UseLogin LeadersWall of ShameRecord metrics/usage in core SF objectsUsing ChatterChat with users about account ownerships, duplicates, training topicsAnnounce general administration FYIs via Chatter
Company-wide Launch Event11Dave FoutzNumara Software12About Numara Software
What Type of SoftwareIT Service Desk ManagementIT Asset ManagementUsing Salesforce.com since June 2005Started with 47 usersPrimary CRM tool for Americas Sales OrganizationCurrently at 180 UsersAmericas Sales, Marketing (Domestic & International)Channel Partners, International Direct Sales13
Immediate AdoptionDelicate blend and balancerequiring people to use ithelping them to realize they need to use itGetting them to want to use it Identify Key StakeholdersSales RepsSales Managers / DirectorsVPs / ExecutivesCentralization of all systematic needs one stop shop for everything they needCustomer Links & TabsIntegration with other SystemsGet them what they want and need
14Sales RepsPerformance Based Dashboards (Stack Rankings)Solves two issues: Adoption, but motivates simultaneouslyShows them how they rank amongst their piers in real timeNo one wants to see themselves at the bottomSchedule an automated email to the entire Sales Organization Identify key ways to help them to manage their business better and easierEasy Call ListsLead ManagementOpportunity Pipeline & ForecastAccount & Contact Management
15Make them want to use it (as opposed to the typical forcing them to use it) GET THEM OFF OF SPREADSHEETS!!!!Sales RepsPerformance Based Dashboards (Stack Rankings)Solves two issues Adoption, but motivates simultaneouslyShows them how they rank amongst their piers no one wants everyone else to see they are at the bottomScheduled Refresh and sent out to the entire Sales Organization every morningManagement Dashboards (Pipeline, Best Case, and Forecast)Sales Reps typically pay most attention to what their Manager sees or measuresDevelop Dashboards for Sales ManagementDoesnt really force them to use Salesforce, but encourages them to properly manage their business using the toolSales Managers / DirectorsAnalytics at their fingertipsDashboards were an instant successProvided great visibility with graphical representations (graphs, gauges, funnels, etc)Centralizing KPIs into one spot with real time dataUnderlying reporting with drill down capabilityEasy interface for anyone in Sales to useEasy Access to whatever KPIs they want Customer BaseLead VolumesFuel (Pipeline Management) & Trending16ManagersAnalytics at their finger tipsDashboards, Dashboards, DashboardsUnderlying ReportingCustomer Base (Territory, Regional, Local)Lead VolumesTrendingFuel (Pipeline Management)Hold Reps Accountable for their Daily ActivitiesTrending Analyisis Easy (Lead Conversion Rate, Close Rates, Pipeline needed to hit targets)
VPs & ExecutivesReporting Flexible, Easy to UseDashboarding CapabilityReal Time data in all aspects (most reporting was invoicing only)MobilityView Dashboards on iPhones, iPads, etc.Easily tweak reports on the goFast and Easy to Access (No VPN Required)Consistency & ConfidencePrior to adoption, was never certain their reports were correctProvided much more stable platform17ExecutiveHave very simply and easy way for them to see historical data ITS LIVE!Discuss problems with SpreadsheetsAt Numara Software, Salesforce was the Reporting Mechanism of ChoiceEasy InterfaceDashboarding CapabilityFormer MethodologiesSQL Reporting ServicesProblem typical Executive cannot tweak a report needs a programmer to adjust criteria, grouping, etc. not flexibleUnderlying data not easily accessible eitherCrystal ReportsProblem typical executive cannot make any change to the reportUnderlying data is accessible, but not easily readableSpreadsheets / Pivot Tables / etcNot live data, risk of being obsolete within minutesMultiple versions of the spreadsheet (morphers) when subordinates have the same local fileNo Roll Up capability must be combined from multiple spreadsheets to get a roll up from all RegionsConsistency never worry about a failed jobBefore & After
18ExecutiveHave very simply and easy way for them to see historical data ITS LIVE!Discuss problems with SpreadsheetsAt Numara Software, Salesforce was the Reporting Mechanism of ChoiceEasy InterfaceDashboarding CapabilityFormer MethodologiesSQL Reporting ServicesProblem typical Executive cannot tweak a report needs a programmer to adjust criteria, grouping, etc. not flexibleUnderlying data not easily accessible eitherCrystal ReportsProblem typical executive cannot make any change to the reportUnderlying data is accessible, but not easily readableSpreadsheets / Pivot Tables / etcNot live data, risk of being obsolete within minutesMultiple versions of the spreadsheet (morphers) when subordinates have the same local fileNo Roll Up capability must be combined from multiple spreadsheets to get a roll up from all Region