Welcome to part 1 of the FairWarning® for Salesforce business blog post series. In this post, we’re going to dive into 3 critical factors to maximizing CRM ROI – that is, user adoption, cost, and user performance. Interpreting insights from event long data can be difficult, and that’s where FairWarning® comes in. FairWarning® for Salesforce enables businesses to interpret user adoption and performance metrics, thus saving valuable time and getting the maximum return on your CRM investment.
Managing Your Salesforce User Adoption and Performance
Are employees utilizing Salesforce the way we intend? What are top performers doing that low performers can learn from? Where are our time and finances best spent? Who needs training and who can train? These are some of the most common questions asked when leveraging Salesforce.
According to the Harvard Business Review, 52% of high-performing salespeople indicated they were power users who take full advantage of their company’s CRM technology and other internal systems compared to only 31% of underperforming salespeople. This statistic shows a correlation between high performing salespeople and high adoption of the CRM and other internal systems.
Measuring adoption is tricky. Often times, organizations begin by analyzing at number of logins. However, logins alone isn’t enough information to truly represent the bigger picture of how employees are actually using the technology.
By transforming event monitoring files into human readable text, FairWarning® for Salesforce enables managers to tap into impactful usage and user performance metrics that are easy to understand and actionable.
The True Cost of User Performance
To be the best, you should learn from the best. Top performers can now be identified and used as a benchmark for other users to enhance their usage and adoption. By looking at time and quality of use, users can be identified that need training or perhaps don’t need a license at all, saving your organization valuable resources.
For example, if an organization purchases 1,200 user licenses per year at $100 dollar per month, but only 90% of user are engaged, that means that non-engaged users are costing your organization $144,000 per year.
FairWarning® for Salesforce is amplifying some of the CRM’s most powerful tools. Here are some real examples:
Trend Usage by User, Department, and Role- Identify specific departments, role titles, and users, to drive a successful adoption strategy.
New User Interface– Salesforce has updated its “Classic” interface to “Lightning”. FairWarning® enables managers to identify how employees are utilizing the newest interface and leverage this in training efforts.
Knowledge Base– Creating an effective knowledge base takes time. FairWarning® customers can gain insights into what knowledge base articles are best serving your team, clients, partners, or service agents.
Customer Reference Dashboard– Identify exactly how Customer Reference Dashboards are being utilized and how much time is being saved.
Salesforce One– One mobile app adoption allows businesses to operate in an agile business ecosystem. Organizations can tap into how the app is integrated into workflows and what needs to be improved.
Part 2 of this series will explore Information Security.