paving the way: solving the adoption challenge

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Paving The Way – Solving The Adoption Challenge Administrator Track Matt Jadhav: salesforce.com Dave Foutz: Numara Software Amy Gibbens: Catalyst Rx

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Driving 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.

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Page 1: Paving the Way: Solving the Adoption Challenge

Paving The Way – Solving The Adoption Challenge

Administrator Track

Matt Jadhav: salesforce.comDave Foutz: Numara SoftwareAmy Gibbens: Catalyst Rx

Page 2: Paving the Way: Solving the Adoption Challenge

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Page 3: Paving the Way: Solving the Adoption Challenge

Agenda

Introduction

Adoption – Implementing a Successful Adoption Model

Invest in the User

Generate Trust

Ensure the Commitment

Adoption – Sustaining a Successful Adoption Model

Build on Success

Sustain Value Across the Organization

Evangelize Your Results

Page 4: Paving the Way: Solving the Adoption Challenge

The Adoption Challenge

Source the Truth

Be Transparent

Evangelize the Value

Page 5: Paving the Way: Solving the Adoption Challenge

Amy Gibbens

Catalyst Rx

Page 6: Paving the Way: Solving the Adoption Challenge

Company Overview

Manage pharmacy benefits for more than 7 million members

Total managed drug spend exceeds $7 billion

4th 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

Page 7: Paving the Way: Solving the Adoption Challenge

Adoption: Our Salesforce Path To Success

History with Catalyst Rx– 2008: 12 users (sales)

– 2009: 20 users (sales & marketing)

– 2010: 175 users (sales, marketing,

account management teams)

– Currently: 184 users

Outcomes– Increased adoption from 35% to 90%

in one quarter

Training

Data QualityFeedback

Our 3 Adoption Pillars

Page 8: Paving the Way: Solving the Adoption Challenge

Training - Keeping Users Educated Incentives/Giveaways

• Gift-cards, Salesforce for Dummies books,

chatter teeth, bragging Rights

Make training fun

• Launch events, build anticipation, use engaging

exercises such as scavenger hunts

• Gained management participation to present as

valuable tool for users and to set expectations

Requirements

• Bi-weekly new hire training

• Training handbook & documentation

• New team functions/deployments

Ongoing Training

• Monthly company user call, Messaging App posts, YouTube channels

• Email templates via Cases

Every user interaction is an opportunity to

increase the user’s knowledge!

Page 9: Paving the Way: Solving the Adoption Challenge

Data Quality – Generating The Trust

Administrator capabilities– Validation rules

– Workflow-field updates

– Field dependencies

Tools at your disposal– Self-run reports

– App Exchange tools

– Data Loader

Measure success with Data

Quality Scores

Make it easy by allowing users

to “report” bad data

Page 10: Paving the Way: Solving the Adoption Challenge

Feedback - Sustaining Involvement

Use Salesforce to change Salesforce– Quick turnaround time for small changes

– Always announce “quick wins”

– Use Cases to track your user requests/org changes (templates can simplify

and educate)

Adoption Dashboards in Use– Login Leaders

– Wall of Shame

– Record metrics/usage in core SF objects

Using Chatter– Chat with users about account ownerships, duplicates, training topics

– Announce general administration FYIs via Chatter

Page 11: Paving the Way: Solving the Adoption Challenge

Our Outcomes

Company-wide Launch Event

Page 12: Paving the Way: Solving the Adoption Challenge

Dave Foutz

Numara Software

Page 13: Paving the Way: Solving the Adoption Challenge

About Numara Software…

What Type of Software

IT Service Desk Management

IT Asset Management

Using Salesforce.com since June 2005

Started with 47 users

Primary CRM tool for Americas Sales

Organization

Currently at 180 Users

Americas Sales,

Marketing (Domestic & International)

Channel Partners,

International Direct Sales

Page 14: Paving the Way: Solving the Adoption Challenge

Immediate Adoption– Delicate blend and balance

• requiring people to use it

• helping them to realize they need to use it

• Getting them to want to use it

– Identify Key Stakeholders• Sales Reps

• Sales Managers / Directors

• VP’s / Executives

– Centralization of all systematic needs • one stop shop for everything they need

– Customer Links & Tabs

– Integration with other Systems

Get them what they want and need…

Page 15: Paving the Way: Solving the Adoption Challenge

Sales Reps Performance Based Dashboards (Stack Rankings)

– Solves two issues: Adoption, but motivates simultaneously

• Shows them how they rank amongst their piers in real time

• No one wants to see themselves at the bottom

• Schedule an automated email to the entire Sales Organization

Identify key ways to help them to manage their business better and easier– Easy Call Lists

– Lead Management

– Opportunity Pipeline & Forecast

– Account & Contact Management

Page 16: Paving the Way: Solving the Adoption Challenge

Sales Managers / Directors

Analytics at their fingertips– Dashboards were an instant success

• Provided great visibility with graphical representations (graphs,

gauges, funnels, etc)

• Centralizing KPIs into one spot with real time data

• Underlying reporting with drill down capability

• Easy interface for anyone in Sales to use

Easy Access to whatever KPIs they want – Customer Base

– Lead Volumes

– Fuel (Pipeline Management) & Trending

Page 17: Paving the Way: Solving the Adoption Challenge

VP’s & Executives

Reporting – Flexible, Easy to Use

– Dashboarding Capability

– Real Time data in all aspects (most reporting was invoicing only)

Mobility– View Dashboards on iPhones, iPads, etc.

– Easily tweak reports on the go

– Fast and Easy to Access (No VPN Required)

Consistency & Confidence– Prior to adoption, was never certain their reports were correct

– Provided much more stable platform

Page 18: Paving the Way: Solving the Adoption Challenge

Before & After

Page 19: Paving the Way: Solving the Adoption Challenge

Thank You

Q & A

Page 20: Paving the Way: Solving the Adoption Challenge

D I S C O V E R

Visit Customer Success Team at Campground

Discover

Training

Learning Paths

Experience

Product

Demos

Learn about Customer

Resources

the products, services and resources

Meet Success Experts

S U C C E S S

Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North

Learn about how to win prizes including 10 iPads & more!

that help you achieve

Page 21: Paving the Way: Solving the Adoption Challenge

How Could Dreamforce Be Better? Tell Us!

Log in to the Dreamforce app to submit

surveys for the sessions you attendedUse the

Dreamforce Mobile app to submit

surveysEvery session survey you submit is

a chance to win an iPod nano!

OR