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10 Cardinal Rules for Salesforce.com User Adoption

• Presented by Xavier Augustin, Founder & CEO

• Based on Best Practices adopted by

• Y-Axis Overseas Careers, India

10 Cardinal Rules for Salesforce.com User Adoption

1. Everyone, every time, everything: The 100% makeover

2. The entire thread of a transaction: Start to finish

3. Central Database: All the eggs in one basket

4. Badge In vs. Log in: The difference being present & absent

5. Login and Activity: Pugmarks of a digital trail

6. Carrot and Stick and Auditors: What a fine system!

7. The Scoreboard & Buzz: What’s a game without a scoreboard?

8. Selling Itself: Proof is in the Pudding

9. Democratic: By the users, of the users and from the users

10. Management Reporting: My world in an oyster.

# 1.Everyone, every time, everything: The 100% makeover

A town in Sweden during the switchover from left to the right on Sept. 3, 1967.

Everyone in the company must use Sales force for every transaction every time every day.

Y-AXIS Best Practice:All Y-Axis employeesAll Y-Axis departmentsAll Y-Axis processes were implemented on Salesforce on Day 1.

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# 2. The entire thread of a transaction: Start to finish

• The entire thread of a transaction from start to finish must be implemented in Phase 1.

Y-AXIS Best Practice• Y-Axis uses Salesforce.com from the

Front office until Delivery.

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#3. Central Database: All the eggs in one basket

All the company vital current and historical data must be available in one central location.

Y-AXIS Best Practice•All Y-Axis Sales Data both historical and current was made available to all Sales and Process Consultants on Day 1.

www.y-axis.com#4. Badge In vs. Log in:

The difference being present & absent

Logging into Salesforce is the difference between being present and absent.

Y-AXIS Best Practice:• Attendance & Punctuality: Login time is monitored on a daily basis.

• Employees are required to login no later than 15 minutes from entry into the office.

• Penalties are imposed if login is any later. • After 5-7 days, it was noticed that everyone logged in within 15 minutes are no penalties were being imposed.

• Login & penalty report is sent to senior management on a daily basis.

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#5. Login and Activity: Pugmarks of a digital trail

Mere Login is insufficient. Stay Logged on. Enter activity as it happens. Use the features to conduct business.

Y-AXIS Best Practice

• Y-Axis integrated Outlook with Salesforce.com and ensures that every activity is recorded.

• Auditors check the Activity Report everyday.

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#6. Carrot and Stick and Auditors: What a ‘fine’ system!

Since a violation is easy traced, penalties can be levied. When the system is fool-proof, nobody messes with it.

Y-AXIS Best Practice

• A combination of daily audit and penalties ensures that all users use the system.

• We have two auditors who do only this and nothing else. Audit is on a daily basis and is done consistently.

• There is no day when an audit is not done.

• The auditors are required to submit a daily report to the management.

• Report includes: List of users audited, their activity for the day (generated through salesforce), penalties imposed & action taken to ensure that activity is as expected by the management.

www.y-axis.com#7. The Scoreboard & Buzz:

What’s a game without a scoreboard?

The dashboard which allows for live reporting must create the much needed buzz for business.

Y-AXIS Best Practice

• Commission tracking: Employees are now able to track the amount of commission they earn on each sale on a real time basis.

• Commission earned by employee for the month, week, day is visible on a real time basis. Serves as a good motivator.

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#8. Selling Itself: Proof is in the Pudding

A well implemented, executed and monitored salesforce.com will sell itself to every user within 10 days.

Y-AXIS Best Practice

Sales tool: Sales consultants are able to manage the vast volume of their data. Reminders to call clients, assigning tasks and organizing events are being effectively used.

Process tool: All activity on e client’s file is updated on a real time basis. It enable the process consultant to keep a track on the work done on each case. Any and all activity on the client’s case is recorded. Reminders, Tasks & Events are also used to make their job easier. Case Visibility: Managers and the management are now able to quickly pull up a client’s file and see what has been done on the case. Earlier there was no visibility on what the status was and what was the past activity.

www.y-axis.com#9. GrassrootsDemocracy:

By the users, of the users and from the users

Must involve managers at all levels to participate, contribute, execute and monitor not just top management.

Y-AXIS Best Practice

Y-AXIS business analysis, implementation and monitoring was done by the managers. Today the feedback from all users is making the software more tailored to our business needs.

www.y-axis.com#10. Management Reporting:

My world in an oyster.

The management must realize that with salesforce.com its business gets defined, protected and secure. They must be the one who uses the top level report which cannot have integrity without the low level daily data entry.

Y-AXIS Best PracticeSalesforce.com has defined and secured Y-Axis Overseas Careers which otherwise existed in the minds of owners and managers alone.