paving the way: solving the adoption challenge

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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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PowerPoint Presentation

Paving The Way Solving The Adoption ChallengeAdministrator TrackMatt Jadhav: salesforce.comDave Foutz: Numara SoftwareAmy Gibbens: Catalyst Rx

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.2AgendaIntroduction

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

9

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

10Our Outcomes

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