Why Won’t My Users Adopt Salesforce?

Salesforce adoption is hard when your environment is its own applied science.

In the last episode, we talked about why some companies have trouble with their Salesforce data. To recap one of the points, your reporting is only as good as the data you collect. If your users aren’t fully adopting your CRM, your data is going to suffer. In this article, we’ll delve into why your teams aren’t adopting Salesforce. We’ll also look at some ways to fix it.

Before we do that, let’s talk about why Sales reps may always dislike using Salesforce. In short, Salesforce makes it much more difficult to take advantage of the system. Reps can no longer guard their rolodex, sandbag to make their performance look better, or hold back deals when they have already hit quota for the month. So, when your AE’s complain about Salesforce, it might actually be this. If you think this might be an issue, it’s time to start setting boundaries. When we rolled Salesforce out to 8,000 users at NetApp, there was one golden rule… “If it’s not in Salesforce, it doesn’t exist.” 

Now that we have that out of the way, let’s talk about the other likelihood of why your users complain: Your Salesforce setup SUCKS

Ain’t nobody messing with my Clicks

One common way that Salesforce can suck is if it requires too many clicks or too much data entry.  Ten minutes to fill in 20 fields for every new Opportunity is a problem. If a Sales Rep is spending 25% of their day entering data into Salesforce, your company is selling less. Similarly, your users may be constantly required to do manual tasks with repeatable work.

Here is a very short list of easy things to automate:

  • Calculations
  • Transactional/Standardized Emails
  • Sending Quotes
  • Changing Statuses or Stages of records
  • Copying Data from one place to another
  • Assigning Cases, Leads, or Territory
  • Submitting Records for Approval
  • Creation of Renewal Opportunity records

I could seriously go on forever…

Let’s get into the automating business, SalesForrest…

Whether it’s some kind of calculation or just copying data from one place to the next, if you can dream it, a Salesforce Admin or Developer can most likely automate it.

Error: Please Contact your Administrator

Now that I’ve gone into some of the exciting ways that you can automate Salesforce to make your users’ lives easier… let’s talk about the dark side of automation: Errors! Poor planning can do terrible things to your Salesforce environment. A lot of newbie Admins learn how to use their automation hammer, and soon every problem starts to look like a nail. When this happens, you start to run into issues with errors.

Imagine you’re at the Department of Motor Vehicles. You’ve just filled out all of the documents to change ownership of your new vehicle and register it in your state. You’ve been here for an hour trying to find the right forms and waited in line for another hour after that. When you get to the window, the desk agent crumples up your hard work and tosses it in the trash. That is what automation errors look like to your users.

Charlie Conspiracy (Always Sunny in Philidelphia) |  YOUR USERS TRYING TO; SAVE A RECORD IN SALESFORCE | image tagged in charlie conspiracy always sunny in philidelphia | made w/ Imgflip meme maker
If I copy the address to my mobile phone, spell the name of the City backwards, forward that horoscope email to eight people, and rub my tummy and pat my head at the same time, the record saves 50% of the time.

When working with automation, have your Salesforce team make sure it is:

  • Labeled with a good description (for future reference)
  • Planned with specific goals in mind
  • Tested by your users before being released
  • Has error messaging built in (for more complex stuff)
  • Watched carefully for the first few days after being released

It’s pretty much rocket science…

Another common issue with Salesforce is confusing or overly complex processes. Sometimes, this is accidental outcome of an intentional, but overly developed plan. Other times, it is kind of like one of those houses that’s had 10 additions. Now, you have to walk through the master bathroom to get to the kitchen. It can be a real pain to switch between multiple records, windows, or even separate applications.

Depending on the problem, there can be many workable solutions. First of all, if you haven’t migrated to Salesforce Lightning yet, it’s probably time. There are many awesome ways to set up your user interface in Lightning that can make life easier for your reps. One of our favorite solutions at Bryto is the Salesforce Lightning Console.

Upgrade Your Console Unit | Salesforce Trailhead

Salesfore Lightning Console allows users to:

  • Open multiple tabs in a single window
  • Use tools like phone and chat one on page
  • Easily access Knowledge Articles
  • Use keyboard shortcuts and macros

Are you having problems with Salesforce adoption?

Tell us more about it! You can leave a comment or contact us directly!