The Day After Salesforce Implementation
We talk a lot about major customer transformations — large projects that often take months to complete — but what elevates many successful Salesforce customers is the kind of attention they give to the platform post-implementation. A showroom kitchen may feel like perfection in the soft light of the furniture store, but until your family has a chance to break some plates and burn a few casseroles, you can’t be sure it’s set up to work for you. In the same vein, if you’re a Salesforce administrator, your hard work doesn’t end once your Salesforce instance is live. You’ll be getting right back to work collecting end-user feedback, building a platform roadmap and ensuring Salesforce is generating adequate value.
“What we’re doing with Traction Extend is helping customers unlock value within Salesforce and find new ways to leverage the platform.”
Corey Hayden of the Traction Extend team knows that a lot of organizations lack the capacity to bring Salesforce in line with their unique requirements. And if the platform doesn’t work for end-users, it can impact the return customers get from their investment. “The platform can feel large, complicated and scary,” says Corey. “A lot of the time, when customers aren’t excited about their investment it’s because they aren’t using the platform, aren’t understanding it and aren’t seeing the value. What we’re doing with Traction Extend is helping customers unlock value within Salesforce and find new ways to leverage the platform.”
While major projects are sure to make a big splash in your organization, smaller enhancements provide immediate relief for your end-users, driving adoption and helping to generate that elusive value. Lightning Migrations and changes in business process aren’t as flashy or exciting as a Marketing Cloud implementation, but they can help shape the platform to better fit your organization. The problem, however, is in finding the capacity to carry out all those tasks and projects that rush in from all corners of the business. Even if your organization has its own internal Salesforce practice, you may be looking to third parties for hours or guidance.
In the past, organizations tackling smaller projects have opted for the traditional “bucket-of-hours” retainer agreement. This can be, as Corey describes it, a “jarring experience for customers, bumped around from consultant to consultant, project manager to project manager.” When it comes to these engagements, the issue is — to return to our showroom kitchen — that inconsistent resourcing means the consultants you’re working with never really get a chance to understand how your family cooks and eats, or align with your vision of what the kitchen should look like.
According to Corey, pairing customers with Extend Champions ensures project consistency alongside a truly consultative approach. “One of my favourite aspects of Traction Extend is how we’re able to engage with the customer over the long-term. Sometimes with projects you’re working towards the finish line, whereas with Traction Extend, we’re hoping to be their partners for as long as they need us.”
Make it Yours
While the flexibility and open-ended nature of Salesforce can make it an intimidating platform to work with, these same factors also ensure that any organization can generate value with a bit of careful thought and work. For Salesforce administrators and IT professionals, this is a process not a project; more dynamic than static.
What sorts of changes are you looking to make in your Salesforce instance?
Do you need additional capacity?
Book a free one hour consultation with a Traction Salesforce expert to talk about your goals and learn how you can create more capacity for your teams.