Latest News - Economic Change

Economic Change and PWC Scale Impact

 Economic Change and PWC Scale Impact

Impact Hub Kings Cross Logo
Economic Change CIC is delighted to be one of the 12 participants selected to join the PWC Scale Impact Programme for Social Enterprises, delivered by PWC in partnership with Impact Hub Kings Cross. Over the next 12 weeks, Economic Change will be benefiting from expertise and connections to help achieve its ambitions of growth for the next three years.  The Scale Impact programme is focused on helping social enterprises that support employability, and it will be helping Economic Change to achieve its vision to support 200 mums back into work by 2020.

One of the main features of Scale up is providing introductions to a wide range of buyers and key decision makers. There are also weekly workshops delivered by Impact Hub, PwC and industry experts to develop your strategy across sales, team and culture, operations, finance and more. This all leads up to an Executive Event, where they connect us to senior decision makers across the private and public sector all looking to make long-term connections with high potential businesses.

Economic Change is proud of its social enterprise status. It provides trust and assurance to customers that we are ethical, credible and supportive of the sector as a whole.  As a social enterprise, our commercial model is to deliver Salesforce and Impact Consultancy to non-profits. As part of our social mission, we also deliver free events to help non-profits understand how they can embrace and benefit from digital technology.

Salesforce Supermums LogoOur journey so far…

Over the last 18mths we launched our Salesforce Supermums programme, which has trained 36 mums as Salesforce administrators and actively placed graduates into jobs as a recruitment agency.

In 2015, Heather successfully secured social investment from Big Issue Invest to grow Economic Change CIC from a one-man consultancy to recruit an experienced consultancy team and a crew of Supermum trainees who help deliver Salesforce management solutions to non-profits. Three years later, we have delivered over 130 Salesforce implementations, over 500 nonprofit clients benefiting from our training and consultancy services, and 36 trainee Salesforce Supermums participating in our back to work programme.

Our vision for the future

We have three key objectives for the short-term:

  1. Continuing to grow our Salesforce implementation practice for nonprofits
  2. Crowdfund to develop a suite of Salesforce App Exchange products for non-profits
  3. Scale and diversify our Salesforce Supermums Programme and recruitment agency model

Heather Black, MD of Economic Change said of our acceptance in to the programme:
“We are delighted to have been accepted onto the PWC Scale Impact Accelerator programme to achieve our next stage of growth.  We are immensely proud of our progress, and we have grand plans to scale up what we do. We look forward to seeing how the programme can help us achieve our vision for the future.”

Need help with Salesforce Administration? To find out more about recruiting a Supermum, contact Debra@economicchange.co.uk

Looking for a new skillset and career? Find out more about the Supermums Programme here.

Latest News - Economic Change

Client Case Study: Shaw Trust

Client Case Study: Shaw Trust

We catch up with Sally Goodger, Volunteer Manager for Shaw Trust to talk about their Salesforce journey and share her tips for a successful Salesforce implementation.

“At Shaw Trust we believe that everyone has the right to inclusion and independence. We support our clients to turn this right into a reality through our work and disability programmes. We seek to educate and influence society to remove barriers and create opportunities for those at disadvantage. We also help to build supportive communities for a more inclusive society.”

What were the issues you were facing before Salesforce?

 Prior to engaging with Salesforce, we had three major challenges:
  • Data being recorded via spreadsheets – this led to inefficient working practices, frequent corruption of data due to overloading the software and very limited and/or time consuming reporting.
  • A lack of engagement opportunities between volunteers – our volunteers often offer their time with us in relative isolation from others doing a similar role. They provide client-facing support, but frequently come in at different times to other volunteers or do this via outreach. We wanted an online space that would enable them to connect with each other.
  • Data security – this was limited again by the platforms we used; we wanted a secure platform to hold all our volunteer data but also one that had the flexibility to be used by multiple staff across the organisation and Lead Volunteers.

 Why Salesforce?

Put simply, it met the criteria above. We also liked the fact it is a popular platform used across multiple sectors, as this means staff who become familiar with using it in our organisation are also boosting their CVs. The online Trailhead training provided by Salesforce is also a huge bonus – it allows staff to learn at their own pace, but also keep developing.

How has Economic Change helped you through the process?

Economic Change has been hugely helpful in the process. We couldn’t have done what we have without them. They helped us convert all our ideas from a wish list to a working system that encompasses everything we required. Their working style has suited us as well – stepping in to help us develop and evolve the system when we needed them to. The other hurdle we have as an organisation is maximum data security measures to meet. Because of the work we do, all our data practices have to be super-tight. Economic Change helped us negotiate this with Salesforce and also make sure we are (and remain) compliant.
 

What are the business benefits you have experienced since using Salesforce?

 After introducing Salesforce, we were able to increase our volunteer base by 31% over a period of a year. The investment in the system provided enough confidence to manage the increase in volunteers with our existing team.
In the next 12 months, we are looking to grow our volunteer numbers again and we can do that with confidence now we know we have a safe and efficient system to manage that growth. The final benefit is being able to nimbly report on the impact of our volunteers, which again we are launching in this final phase. The system will allow us to start some proper impact measurement of the success of each meeting our volunteers have with our clients, something we only dreamed of back in 2015 when we scoped our ideas!

What would be your top tip for other charities implementing Salesforce?

Make sure you have a project manager overseeing the implementation and also someone in your team who is prepared to become your Salesforce guru by completing the Trail Blazer modules. It’ll be a great CV booster for them too!

Want to find out more about managing your volunteers with Salesforce? Join us on our free webinar on 25th April from 11.30 – 12.30 where Shaw Trust’s Sally Goodger will be sharing their Salesforce journey so far.

Latest News - Economic Change

GDPR – be ready for the changes

GDPR – be ready for the changes 

Economic Change is working in partnership with Eastside Primetimers and BITC ARC to deliver a holistic package of support to help get our clients ready for GDPR. 

 

 

 

We’re pleased to be working collaboratively to help our clients prepare for the GDPR regulation changes at the end of May.  

Get Started : Join us at our GDPR Workshops, held in association with BITC Arc

During the workshops, we will looking at how you put in processes and systems to handle:  

  1. Client information
  2. Data integrity and consent
  3. Customer Intelligence and engagement
  4. Better Customer Communications
  5. Data security and sensitivity

31st May – London

Book your ticket here

7th June – Bradford

Book your ticket here

These workshops are part of the The workshop is part funded by arc: Building Better Business is an initiative of Business in the Community supported by BP, Freshfields Bruckhaus Deringer, Interserve, Tideway East and Asda. Arc Members receive a discount on attendance.  

Ongoing GDPR Support Options – Paid for Consultancy 

Audit and Review 

The Economic Change team can audit your current digital systems and tools, looking at data centralisation and integration of systems. We can set up aecure Client Relationship Management System (CRM) using Salesforce with other integrated tools to provide practical ways of tracking consent and collecting, managing and storing your data securely.  

 Policy & Process 

Eastside Primetimers can review processes and policies and advise on approaches to improving data policies to achieve GDPR compliance. With over 15 years’ experience in data protection, Michael Griffin is a specialist GDPR practitioner and has 26 years international business consultancy experience in both the private and public sector. 

If you are looking for support please contact Debra – debra@economicchange.co.uk or complete our contact us form

 

Latest News - Economic Change

Mums wanted for Salesforce Supermums Programme

Calling all Supermums!

Heather Black, Managing Director, Economic Change CIC

I never imagined I would build databases as my career, but that’s just want I do today – I implement databases for non-profits, to help improve their efficiency and evaluate their impact.

 
 I’m not a techie coder! I’m a mum, business owner and management consultant. I have a team of 10 – and 5 of them are working mums. All with their own specialist skills. We have team days quarterly when we all get together for some team building and fun.
At university I found my passion, to support charitable organisations to become sustainable and to help them maximise their impact on society. It’s what I’ve spent my whole career focusing on; starting a business 11 years ago to provide consultancy support. Building databases is now one of our main services. The decision to add databases to our service offer was firstly a great fit for the business, but also for me personally.
For business, we chose to use Salesforce CRM, as it’s the leading global CRM solution, and a great product for our clients – its largely customisable by click (not code) and they offer large discounts to non-profits. It can be used to manage delivery of services, project management, HR, sales, fundraising, and marketing. Salesforce had over 150,000 customers in 2015, including 26,000 charities worldwide.
For me personally, I used to deliver a lot of coaching and consultancy in the workplace, and I started to realise that this wasn’t going to be a sustainable career with a baby on the way! I didn’t want to travel out to client sites 5 days a week. With the database development work, I could initially meet up with clients to discuss the design, but then I could work from home to build the database which meant a great work-life balance.

With Salesforce CRM, you can train as an administrator, consultant and developer. The administrator role is a great place to start as you can build databases with clicks, so you don’t need any coding expertise. It’s something you can do during the day or night at home or office. All you need is a good understanding of business or charities, the ability to get to grips with IT, and a desire to get lost in the world of database build and tools. We have many projects on the go at any one time all needing something slightly different, so it’s never boring. It gets surprisingly addictive!

As database creators, I like to think we are ‘tidying up’ an organisation  – we clear up their data, streamline everyday processes and help them to evaluate how they are doing against targets real-time.
I’m a solutions person, and I love helping teams and organisations perform better, and more importantly be happier. In the words of Salesforce, we are the Salesforce Superheroes!

awesomeadminI think now is a great time for mum’s to retrain and access flexible roles in the Salesforce eco-system therefore training up other mums seemed like the perfect fit for our mission.

After all, we all know all mums are Supermums.

We have developed the Salesforce Supermums Programme to offer mums a package of support, including training, mentoring and work experience to get them started. After qualifying as a certified Salesforce administrator, they can expect to earn between £20-£40 per hour as a freelancer.

For mums, this programme opens up a whole new career path into the Salesforce ecosystem of administrators, but also business analysts, project managers, trainers or developers! There is currently a Salesforce skills shortage in the UK so employment opportunities are plentiful.
workthatworksWe also support #workthatworks, an initiative which calls on businesses and individuals everywhere to show their support for flexible working.

Come and join the Economic Change Salesforce Supermums, and be part of something exciting – change your future, forge a new career path, and help charities make a real impact.

Click here to find out more about the programme here

Latest News - Economic Change

Webinar: Salesforce for Volunteer Management

Salesforce for Volunteer Management Webinar

Wednesday 25th April 11.30 – 12.30

 

Our guest speaker is Sally Goodger, National Volunteering Manager for Shaw Trust, who will be sharing their Salesforce journey so far. Over the last two years, Salesforce has has enabled them to increase their volunteer base by 31% nationally. Find out more about their journey here.

 

During the webinar we will be demonstrating how you can use Salesforce CRM and integrated third party apps to help effectively manage and support volunteers to fulfil their roles. The webinar will be of interest to potential and existing users of Salesforce CRM.

 

The webinar will cover:

  • Functionality to manage volunteer applications and daily management processes.
  • Options for volunteers to input data into your CRM remotely.
  • Online Communities to foster collaboration and discussions for volunteers.
  • Reports and Analytical Dashboards.
  • Example Case Studies.

At Economic Change we specialise in customising Salesforce CRM to help non-profits manage their volunteers.

Register here to attend

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Latest News - Economic Change

Ways to Integrate your Website with Salesforce – Webinar follow up

Following last week’s Salesforce Champions Webinar we review the ways that Salesforce can integrate with your website to help you connect your data and move away from data silos.

When considering your options we highly recommend that you write down your requirements initially, to understand :

 

  • what data you collect,
  • how you want to collect it,
  • how you want to see,
  • how you want to use it and how frequently.

This will enable you to properly weigh up your options of whether it’s a website or Salesforce functionality. Salesforce can do similar things to a website, so you will need to evaluate your requirements, understand both options, and then make an informed decision.

You can watch the webinar from last week here : https://attendee.gotowebinar.com/register/5493914745742066434

Here’s a review of what we discussed::-

Collecting and Transferring Data Real-time Straight into Salesforce using Online Form Applications

If you want to capture people’s data online for example via an online application, enquiry, or feedback form, and send it straight into Salesforce, without storing it in your website, then consider the following solutions.

  • Third party Salesforce App like Form Assembly, Clicktools, Fastforms, GetFeedback.com or Timba which offer click not code solutions.
  • Salesforce native products like web-to-lead and web-to-case or their new survey tool, or
  • Salesforce visual force pages, which use code, rather than clicks.

 These options allow for real-time data transfer of one record at a time. The solutions tend to provide a lower entry to market with an annual fee that can be managed by a non-technical person, with the exception of visual force.

The right solution, will depend on which objects in salesforce you want data to flow into? Do you need to identify and match data on transfer? How do you want to brand the forms and embed them on a website?

Transferring Data between a Web App and Salesforce using Middleware

Do you use two different web apps e.g. woo commerce and Salesforce and you need to transfer data from this app to your Salesforce system. Middleware products include  Zapier, Workato etc where they have created the facility to connect two (OR MORE SYSTEMS) systems via the API and create recipes to transfer data in a certain pattern real-time.

From a performance point of view, it can be beneficial to move all this to a middleware. These middleware products charge per transfer of data to you need to understand your volume of transactions and pay the monthly charge. There are lots of apps available to match so it can be a cost-effective solution that that can be managed by the internal admin.

Transferring Data between a website CMS and Salesforce in Batch with :

ETL Tools  – Extract/ Transpose/ Load

These tools are normally used when migrating data from one system to another as a one-off task, or can also be used to move large data sets in batch.

You will need to consider how often do you want the data transfer to happen, what is the quantity of data to be transferred, does all of the data need to create records in Salesforce? What is the mapping behaviour e.g. does it need to look up to existing data? ETL Solutions include: Talend, Jitterbit, Informatica

Salesforce Connect

Similar to ETL. Salesforce Connet pulls data from another system into Salesforce, the difference is it doesn’t store the data in Salesforce, and instead references a URL link to an external data record within another system, so it creates the linkages between systems. If you still need access to large amounts of external data, ETL might still be the best option for performance point of view. The considerations are similar to above, and on integration, it creates a new record in Salesforce, but doesn’t pull in all of the data, it just creates a link to it.

Transferring Data between a Website and Salesforce Real-time using API:

Salesforce has an open API, which means other website platforms e.g Drupal and WordPress, which have an open API can push and pull data between two systems via the back-end. This can be real-time so when a record is created on the website it automatically pushes it into Salesforce. (NOTE: This is an example of a webhook. When the event (record being created in WP), it sends the message to Salesforce API.) This often means you have two data storage areas, however, data is stored at the back of your website and also in Salesforce.

It is essential that the data in the 2 systems are kept in sync.

The risk of this is that you have two records that represent the same data and it is essential to keep them up to date. For example, if someone updates an address in Salesforce, you would use this to update the address on the website. If a customer updates their address on the website you would want this to update the address in Salesforce. One common way to mitigate this is to make use of an external id, so the two records can be matched up and sync together.

Areas of consideration include the volume of records that need updating, the number of possible updates to records one or two way on a daily basis, and whether this would hit Salesforce API limits. Would you also be pulling data from Salesforce in real time to an website?

Exposing Data from Salesforce onto a Website with Force.com Sites

Force.com Sites lets you create public web applications and websites that run natively on Force.com

It can also be used to expose data from CRM records onto a website to allow Realtime exposure and updates. It is possible to pull data from one or more objects on to a website.

This approach removes the need to push or pull data between systems as it is exposed on the website.

Force.com sites, can be custom designed and branded, here are some examples :

https://fundraisingregulator.secure.force.com/directory

http://bridges.force.com/directory/

https://developer.salesforce.com/page/Sites

Salesforce Communities allows you to create a branded customer area

Salesforce communities are typically used to create a secure virtual environment for customers, volunteers, associates etc. They can be fully branded so it has the look and feel of a website.

Users can either read documents and files, edit/read data and records or participate in an online forum using Chatter.  This facility reduces the need to transfer data between a website and CRM. Take a look at The Hive for an example of this.

Pardot Marketing allows you to track individual website behaviour and capture information into Salesforce

Pardot enables your organisation to track user behaviour on a website at a granular level or capture information in web-forms and transfer back into Salesforce.

This enables you to understand the level of engagement of customer in a certain area of interest through scoring and levels. Through customer journeys, you can then select material and news of interest to them – a marketers dream! This reduces the need to transfer data between an external e-marketing tool, website and CRM.

Further resources to help you :

Salesforce CRM Consultancy Support – POA – email heather@economicchange.co.uk

Get in touch to find out more about our : Salesforce Support Contracts

Find out about our Small Charities Programme – 6 days free support on 12 day project with trainee support.

Latest News - Economic Change

Find out about Change Management at the MERL Conference – London

 

Digital data and new media and information technologies are changing monitoring, evaluation, research and learning (MERL). The MERL Conference London will bring together a group of practitioners on the 19th-20th March, from across the globe to look at new developments, best practices and learning in the sector.

Economic Change is delighted to have been invited to speak at the event by their client International Youth Foundation (IYF), in partnership with Salesforce, to share the story of their CRM implementation.

One of the success factors of a CRM implementation is successful change management. It’s an area that IYF was particularly keen on understanding and applying to their global CRM project.

 

 

At Economic Change, we deploy an 8 step change management strategy with clients, which covers four pillars. Heather Black, Managing Director of Economic Change CIC is a certified APMG International Change Management Practitioner and Salesforce Consultant. Using these four pillars, Heather will be sharing the following top tips for a successful CRM roll out at the conference next week.

 

Analyse

  • Prepare the business case – understand the rational, practicalities and benefits for all involved.
  • Elicit and align with individual benefits and team/departmental goals so there is buy-in.
  • Demonstrate economic outcomes to support strategic organizational benefits to achieve financial buy-in.

Plan

  • Identify champions and align them with your team or supporter roles.
  • Identify blockages and look to tackle via one to one conversations to tackle root causes or issues.
  • Ensure leadership sponsorship and communication is strong to generate attention.

Strategy

  • Enable two-way communication – maintain consistent messages and allow response to feedback.
  • Deliver training in different ways and formats to accommodate different learning styles.
  • Look at communicating changes in 3 different ways to the same audiences.

Change

  • Celebrate success and communicate it via various methods.
  • Establish changes in working practices in a formal and informal way and ensure communication is clear.
  • Maintain and champion a continual improvement process for the long term.
Contact Us

Please contact us if we can help you with your CRM implementation and Change Management.

Latest News - Economic Change

Achieve Flexible Working with Salesforce

As part of International Women’s Day we encouraged employers using Salesforce to support flexible working practices within in their workplace.

At Economic Change we have two passions:

  • Empowering non-profits to embrace Salesforce to enable their team to work in the cloud and improve efficiency for their team and organisation.
  • Supporting mums into work through our Salesforce Supermums Programme. We  have a vision to support 200 mums into Salesforce roles by 2020.

International Women’s Day is all about supporting women to achieve their potential which is why we are talking about flexibility and how Salesforce is the perfect way to create this culture.

A flexible employer:

  • offers job opportunities that combine options such as part-time hours, remote working, flexible working hours or ad-hoc contracts.
  • creates a working culture and team that supports flexible working practices.

For many working parents, mandatory team meetings at 8.30am, being expected in meetings without virtual dial-in, non-urgent calls on your days off and comments about you leaving the office at 2.30 to pick up the kids are all common issues.

Of course, there are occasions where some of these things may be necessary for some employers,  and parents need to be flexible too. It’s got to be two-way flexibility, but day-to-day, there ways to ensure a company culture and that creates a supportive environment around flexible working.

5 ideas to embrace flexibility using Salesforce

Salesforce empowers us to have a flexible workforce in so many ways, but it requires a team and culture to embrace and adopt it! If you have a team that works remotely and in the office, think about how you can apply these options..

  • Anywhere Anytime – Salesforce CRM is in the cloud, so technically a Salesforce Administrator can work from anywhere and anytime if they have a laptop and IP access. Could you offer flexible work hours (day and/or evening) or remote working to enable mums to manage the school-run?
  • Create a Tag Team – How you can create a tag team if people work part-time? Salesforce Service Cloud features and communication tools such as Livechat, chatter, Lightning for Outlook and Gmail makes sure all communication with customers is recorded in the system, so you can hand over a task effectively to your team. Could you get mums to job-share to cover your support desk?
  • Bridge the Divide – It’s important to make sure remote workers feel part of the team and there isn’t a remote/office staff divide. Skype for Business is now integrated within Salesforce, so there is the opportunity to have team video conference right within the Salesforce instance. Decide on a time of day that is accommodating for all staff and bring a remote and office based team together to foster a team working environment.
  • Chat in the Cloud – How do you keep everyone in the loop on conversations if they are working remotely and in the office? Chatter can creates a team working environment to share stories, learning, ideas and social matters. Create Chatter groups that get people talking and use chatter across the team to keep everyone connected and involved in the conversation. Share the office banter and everything else of interest.
  • Collaborative Input – Gather input from all of the team on important documents – Salesforce Quip enables you to collaborate real-time working on documents with the ability to have group conversations.

 

If you are an employer and are looking to recruit a Salesforce Admin, please contact us here.

If you are interested in maximising the features of Salesforce at your non-profit, then contact us about our consultancy services or Supermums programme.

Latest News - Economic Change

Empowering Women in Tech for International Women’s Day

Empowering Women in Tech for International Women’s Day

#PressforProgress

On the 8th March, Economic Change is delighted to be hosting the Salesforce London Women in Tech Event to celebrate women and employers who offer flexible working within the Salesforce Eco-System.

At the event we will discussing the topics that the day represents, with a focus on

  • challenge stereotypes and bias
  • promoting positive visibility of women
  • celebrating women’s achievements
  • influencing others’ beliefs / actions

Championing Flexible Working within the Salesforce Eco-System

As part of this day, we want to encourage, celebrate and name Salesforce employers who offer flexible job roles..

According to research by PWC – 29,000 professional women returning to part-time work wish to work more hours but are unable to due to the lack of flexible full time roles.

Did you know that 2.6m mums are not working and according to recent research 7 out of 10 can’t find flexible work, and 55% of those who go back to work accept more junior positions.

A flexible employer, offers job opportunities that are combine options such as part-time hours, remote working, flexible working hours or ad-hoc contracts.

If your company is a flexible employer, pledge your support here

We will give your company a shout out on International Women’s Day!


Why… 

Salesforce pro-actively promotes equality in the sector…

“Salesforce are dedicated to building gender Equality in the workplace and beyond through empowering, supporting, and investing in the global community for women and their allies. Their Women’s Network is the largest Ohana group with 6000+ members across 30+ hubs globally. Our programs include LeanIn Circles, volunteer opportunities, International Women’s Day events, Woman of the Month series, mentorship opportunities, children’s initiatives, and Women in Technology programs. The focus is always on improving inclusion and Equality for all on the gender spectrum, to help make Salesforce the best place to work for all.” https://www.salesforce.com/company/equality/ohanas/

Salesforce Supermums Programme

At Economic Change, we train women in Salesforce Administration skills who are looking to get back into work after having a family.  Alongside training they also gain real work experience on projects with charities and mentoring from our consultancy team. On graduation we actively search for opportunities and place mums into job roles.

Find out more about the Salesforce Supermum Programme

Heather Black, our Managing Director and Mum of two, is passionate about supporting women back to work after having a family, and her team at Economic Change reflects that passion. Heather and the team have personally experienced the pressures placed on working parents, and felt that they could help to make a difference to this cause, and help overcome some of the challenge it presents.

Did you know that the disadvantage for women returning to work exists at a number of levels:

Why do we need to champion women in tech?

Did you know that 2.6m mums are not working and according to recent research 7 out of 10 can’t find flexible work, and 55% of those who go back to work accept more junior positions (https://digitalmums.com/blog/workthatworks-report 2016)

The gender pay gap still stands at about 19%, with the average British woman earning around 80p for every £1 earned by a man (Closing the Gender Pay Gap, July 2015). This report also identifies that for those women who do start out on similar pay levels, there is still a big chance that having children will mean they end up falling behind financially and that opportunities are still too rare for those who want to work part-time because of caring responsibilities.

According to the Family & Childcare Trust’s 14th Annual Childcare Costs Survey, the cost for all types of childcare for under-fives has risen by at least 27% under the last Parliament. (source: Family & Childcare Trust 2015).

Women are under-represented in IT and make up under 30% of the workforce and just 20% of IT graduates. Only 10% of app developers are women (source: Tech Women in UK report 2015, FE Week).

Women can lack confidence, experience and skills to enter employment and need additional support to reach their potential, particularly after having a family.

Find out more about International Women’s Day and the #PressforProgress campaign https://www.internationalwomensday.com/

Tweet this post and #PressforProgress to celebrate International Women’s Day

 

Latest News - Economic Change

5 Ways to Maximise User Adoption of Salesforce

The value of Salesforce is only maximised if all users see the value and are invested in the use of the CRM.  So how do you support user adoption of the CRM?  

The journey starts at the design. Below we’ve summarised our top 5 ideas, with a particular look at harnessing the power of new Lighting features.

 

1. Check your team have a 360 degree view of customers. 

Do users trust the data in the CRM – is all of the data, communications and activities related to contacts in one place. Is there a need to integrate or streamline systems to prevent data silos?  

It is easy to navigate the data. We love the new Related List Tab features in Lightning and Kanban views to help users organise and manage their data better.  

If users need to see data in one window, consider the value of the new Lightning service or sales console view.  

 

 

2. Are Dashboards designed and owned by different users

Do you have dashboards that are owned staff that want to analyse data at an operational or performance level on a daily, weekly or monthly level. Is the data in the CRM valuable to people to shape how they work and perform against key performance indicators?

With Lightning you can embed dashboards on the homepage, custom objects, alongside the dashboard object. Dashboards in Lightning allow for greater manipulation and customisation to really bring your stats to life.

 

3. Do you have clear Business Rules and Processes in place?

Is it clearly understand and communicated how staff should use a CRM on a daily basis. Have they been involved in the design and are they bought into the process that has been set out? Can you look at ways to embed business rules and processes throughout the CRM – whether it’s custom links to traditional training manual or videos, or using technical features such as validation rules or visual flows, adopting new Lightning features such as text boxes on the page layout, Pathways, or harnessing the power of Quip.

 

 

4. Can you automate data input?

Is there a way to reduce manual data input, through automation? Can you sync with Outlook or Gmail, download an app to scan business cards, creating online forms or provide community licenses to empower external stakeholders to input their own data?

 

5. Personalise navigation for users

With the new Lightning homepages you can really start to personalise what users see when they login. You can tailor it on a profile level, to show dashboards, calendar, activities, records etc. Check the visibility of apps, tabs, records and fields is ordered and limited to what people really need to see, to make it valuable and relevant to the user.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Want to know more?

 

Arrange a FREE Consultation to better understand how  you can maximise the adoption of Salesforce CRM in your organisation.

Sign up for our newsletter for the latest Salesforce CRM news and updates for the non-profit sector.