Due to rapid technological evolution, the now indispensable CRM tools are constantly being updated, in an attempt to keep up with the demanding needs of their users. As a result, they often become outdated, and are not used properly. For this reason, the implementation of a CRM should not be a one-off task, but rather a continuous improvement and optimization project.
Salesforce is no exception. The company releases hundreds of updates and new features during its seasonal releases, that happen 3 times a year: in the spring, summer and winter.
This frantic pace can be overwhelming, and the reality is that many companies end up struggling to keep up with the flow of Salesforce updates. Consequently, the CRM quickly becomes disjointed and can even be misused, as new features are not being explored.
This is the case, for example, of automation and artificial intelligence, two major technological trends explored in Salesforce CRM that, due to their complexity and this constant flow of updates, can be bypassed by many customers.
For this reason, and contrary to what many people think, implementing Salesforce should not be a one-off project, with a start and end date, but rather a continuous improvement and optimisation project.
What are the benefits of upgrading and optimising Saleforce CRM?
- Taking advantage of the technological innovations
By learning about the new features available in Salesforce's seasonal releases, you can see how they fit into your company's workflows and start using them. That way, you can monetize the platform you already have.
- Increase your team's productivity and efficiency
Staying on top of Salesforce CRM updates allows you to automate all the processes that are automatable.
No matter how simple or quick a task is, if it has to be done twice the same way, chances are you can automate it. The good news is you can use tools you already have (Process Builder or Flow Builder) to do so, and, thus, increase the efficiency of your service.
Your staff will thank you for the extra time and focus on the really important tasks, and that also brings productivity gains.
- Scale your business without limitations
As businesses grow, so do their needs. A continuous improvement and optimization project allows you to adjust your Salesforce CRM platform according to those same needs.
Whether you want to internationalize your company or change the structure of your organization, you'll always have an updated platform adjusted to your current reality.
How we deal with our customers' objections
We have drawn up a list of the main barriers experienced by LOBA customers in optimizing their Salesforce CRM (and we present you a few solutions):
- Not employing the full potential of the platform
A large proportion of our clients were only using 60-70% of the tools available.
Together, we analyzed how these features could add value for their business and supported them throughout the implementation process, from planning to training. In this way, they were able to get the most out of the tool, making their initial investment more profitable.
- Workflows mismatched to the companies' current reality
As the years go by and the business grows, the tools implemented may no longer reflect the customers’ current processes.
After a detailed analysis of everything that no longer makes sense and everything that is essential, we implemented a set of improvements that supports change management and anticipates resistance points.
These changes can be as simple as adding a field, or more advanced tasks, such as automating the renewal of contracts or orders. Simple chores, but they make all the difference in the day-to-day life of companies.
- Low adoption rates
The great advantage of using Salesforce is the centralization of information on a single platform, creating a single 'source of truth' for the whole company.
However, clients often come to us because they feel that their employees do not use the platform and resort to other systems. This can happen for various reasons: they may not recognize the advantages of using CRM, find it complicated, or even feel that it makes it difficult to perform tasks.
In these cases, we promote training sessions where we explain how teams should use the tool and streamline their tasks. This way, employees become more familiar and comfortable with the platform, and even turn into promoters and advocates of the use of Salesforce CRM.
Is an ongoing CRM improvement and optimization project the best for my company?
Answer these questions:
- Will my company expand into another market or country?
- Has my team grown quickly, or will it grow? Will I have to readjust the company structure?
- Do I feel like I'm not getting the most out of the investment I've made in the platform?
- Does the platform not reflect current work processes?
- Are employees turning to other systems to do tasks they could do in Salesforce?
If your answer is yes to any of these questions, we believe that our Salesforce continuous improvement service can be an asset to your company.
At LOBA, we diagnose your needs and create a highly personalized service, ranging from small improvements to the adoption of new functionalities and process automation.
Everything to make the most of your Salesforce CRM tool.
If you are interested in finding out more about this fee model, we would be happy to talk to you!