The Salesforce platform has revolutionized the business world by increasing revenue, ending manual processes, and centralizing data management, but its full power still depends on whether users interact with the platform. Low Salesforce user adoption leads to low or negative ROI, missed opportunities, and wasted resources. To avoid these pitfalls, businesses can use these five strategies when implementing Salesforce to encourage adoption:

1. Prioritize and simplify Salesforce projects.

   User adoption starts at the beginning of projects. When introducing Salesforce projects, each stakeholder group often has different priorities. Leadership may prioritize large-scale projects that affect the entire organization while users may want projects that will improve their day-to-day. To ensure project success and high user adoption, prioritize initiatives that are manageable, achievable, and scalable. In addition, try to keep projects as simple as possible. If projects are too complicated, there is a risk that stakeholders might become apathetic, leading to low user adoption.

2. Encourage collaboration when implementing Salesforce.

   Project success requires collaboration from all key stakeholders, from senior leaders to users. Often stakeholder groups are unaware of each other’s pain points and goals, so it is critical that all stakeholders collaborate and communicate with each other regularly. If a stakeholder group feels dismissed, this could risk the success of the project and lead to low user adoption.

3. Perform thorough User Acceptance Testing (UAT).

   It is vital that all users take part in UAT, meaning each group of users performs real-life test cases of how Salesforce will be implemented and how the platform will work for them. It is important that test scripts are written from each group’s point of view to ensure Salesforce works as designed. The UAT phase is the time to make changes before deciding to go live, so leaders should encourage users to voice their concerns if a feature is not working as expected. Low user adoption is often a result of insufficient UAT.

4. Invest in training and change management.

   Leaders sometimes overlook training and change management during a Salesforce project. To encourage strong user adoption from the beginning, it is crucial to have a thorough change management plan that includes clear and concise training materials and sessions for users. In addition, leaders can urge users to visit Trailhead to learn more about Salesforce or create a customized “trail” for them to complete. Other change management tactics, such as launch parties, incentives, and recognitions, are vital to encouraging user adoption when first learning Salesforce.

5. Monitor user adoption following Salesforce implementation.

   After the Salesforce project goes live, it is important to continually watch user adoption. Salesforce makes this easy with the Lightning Usage App. To access this app, type “Lightning Usage App” in the App Launcher as shown below:
   
   
   
   The Lightning Usage App can provide the following user adoption metrics:
   • Daily and monthly active users in Lightning Experience and the Salesforce mobile app
   • Most active users by profile
   • Login metrics
   • Number of active user, feature, and permission set licenses
   
   

   
   
   With these metrics, you can access current Salesforce adoption data and plan for user recognition or encouragement. For instance, if user adoption begins to decline, request feedback via interviews, surveys, or focus groups to understand users’ experiences. By understanding their experiences, you can make minor enhancements immediately and add larger changes to your Salesforce plan.

Keeping Salesforce user adoption strong is an ongoing process that takes planning, collaboration, communication, and patience. Citrin Cooperman’s Digital Services Practice is skilled in developing successful Salesforce implementation strategies as well as providing user support and encouragement so your organization can use the platform to its fullest potential.

For more on the Salesforce platform and implementation strategies that can help your business reach its goals, connect with your Citrin Cooperman advisor or Molly Henry at mmhenry@citrincooperman.com.