Paul Field C.O.O. @ Improved Apps
Signposting your journey through the Salesforce platform
“No man is an island, entire of itself.”
John Donne’s words could equally well apply to enterprise software applications. Businesses do not have islands of activity that have no connection with the other activities being undertaken, and their software tools cannot function effectively as isolated land-masses of capability. Applications provide the functionality that helps automate, rationalise, understand and progress different steps within a business process. Those processes frequently span multiple applications across a variety of platforms and user interfaces.
Salesforce, as a platform, might justifiably claim to be the sea in which the ‘islands’ stand, but that still leaves the challenge of how to move people from one place to another in order for them to complete their journeys quickly and effectively. As a human voyager moving from country to country we are confronted by changes in language, culture, style and appearance: As virtual travellers along a business process, we face exactly the same kind of issues as we move from one application to another – a different look and feel; different assumptions about what is intuitive; different jargon and different functions.
Even though the integration that takes the data along the journey has improved drastically over recent years and is naturally even more complete when working on a single platform such as Salesforce, it is the human element that so often gets neglected. Not surprisingly, the most significant causes of implementations failing to produce the anticipated benefits are that the adoption of the applications, and the subsequent way in which they are then used, fall short of the target. This is essentially a human failing rather than a system failing.
How then, can we create an environment that unifies the steps to create the complete business process? What can we do to provide the support that the users need to ensure that their journeys are safe and free from delays?