As we all know, new projects and implementations require copious amounts of resources, time, and effort. A common, and often misunderstood, downfall of Salesforce implementation adoption is resistance to change. Understandably over months or years, end users have become accustomed to current workflows and the idea of learning a new process can be daunting given their existing workload. In this two-part series, we will discuss tips to improve user training and ensure Salesforce project success.
Tip #1: Invest in Training
Oftentimes, when end users feel supported during a transitional period in their organization, they are more likely to adopt. It is important that organizations spend time and resources to hold regular training sessions for new implementations. Unfortunately, when considering total project cost, many organizations reduce the amount of resources, both financial and people, dedicated to proper user training. We recommend teams discuss and agree upon a cohesive training plan at the start of any project to ensure success.
Tip #2: Transparent Communication
Clear and honest communication is also vital in explaining the short-term or long-term benefits of new functionality. For example, if a new automation will save employees hours of manual data entry, you should communicate this to the team during training to promote better adoption. In other words, create understanding of the strategic intent of the solution and highlight the value to the user. Additionally, communication is always a two-way street, and the development of a well-defined feedback mechanism during training is critical to ensuring user buy-in, training optimization, and adoption. This mechanism will allow you to quickly address questions and modify training based on user needs.
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