paving the way: solving the adoption challenge
DESCRIPTION
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.TRANSCRIPT
Paving The Way – Solving The Adoption Challenge
Administrator Track
Matt Jadhav: salesforce.comDave Foutz: Numara SoftwareAmy Gibbens: Catalyst Rx
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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
The Adoption Challenge
Source the Truth
Be Transparent
Evangelize the Value
Amy Gibbens
Catalyst Rx
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
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
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!
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
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
Our Outcomes
Company-wide Launch Event
Dave Foutz
Numara Software
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
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…
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
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
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
Before & After
Thank You
Q & A
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
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