Salesforce Change Management

“Nothing endures but change.” Heraclitus

Change – and ongoing change management – is inevitable for the cloud-enabled enterprise. External drivers for change conspire from all angles – social, economic, environmental, political and technological (including salesforce platform innovation) – to force evolution at an ever-increasing pace.

 

Change-fatigue is not an option, so tools and techniques are needed to support ongoing, simultaneous change, on many levels.

Different Types of Change

Change Cycle

 

 

All change can be viewed as a variation of (part of) the Deming cycle of Plan-Do-Check-Act.

 

Plan & Do = Proactive Change

  • Step-Change: strategic programmes & tactical projects require pre-planning to manage the scale of the necessary change and impact across people, process and technology aspects. For Salesforce customers, this often involves new customisations, applications, processes and procedures – coupled with the need to maintain a simple, integrated user experience, with enterprise documentation, application help and training materials.
  • Process engineering: Continuous improvement and evolution is best supported with deliberate process and structures for organisational learning – to recognise emergent practice and share best-practice. Salesforce improvement processes need to cover help, documentation and stake-holder communications factors – and native Salesforce solutions make this endeavour much simpler for all concerned.

Check & Act = Reactive Change

Reactive change management should still be process-driven, based on well-prepared, rapid response mechanisms that can support change management within a live, production Salesforce instance or ‘Org’ – whether triggered by:

  • Incidents: As calls into a help desk or the identification of data quality issues linked to specific Salesforce field data
  • Process Hot-Spots: Often identified at team hand-over points, where specific data is missing or incorrect
  • Salesforce platform changes: Unforeseen knock-on impact from specific Salesforce major releases, critical updates, maintenance drops.

Continuous Improvement

In an ideal, the full Deming cycle is embedded into all business processes – creating inbuilt feedback for process improvement – rather than a bolt-on set of separate quality management and audit procedures.

Improved Salesforce Change Management

Improved Help and NoticeBoard were born out of many years’ experience in salesforce change management projects and programmes. They are designed to drive end-user adoption through ease of use – but they also make the lives of salesforce change management professionals much easier…

Change Management Processes

Consider project team and external stakeholders…

Change & project team members:

  1. Configure: necessary Salesforce changes
  2. Create: ‘Admin/Project’ Help Topics(hidden from Users)
  3. Signpost: to non-salesforce Help Resources – for project documentation, code repositories, etc
  4. Notify: team members from an internal project NoticeBoard

End-users & Stake-holders:

  1. Help-Enable: new Pages, Fields, Buttons, Custom Links…
  2. Create / Update: related Help Topics
  3. Kick-start: users with new/updated Reading Lists or Help Guides
  4. Notify: affected users from team NoticeBoard

Enabling Continuous Improvement

Drive and focus your salesforce continuous improvement processes are straightforward, using:

  • Ownership: Standard best practice of salesforce record ownership of all Improved Help content and Helped Pages
  • Helped Visual Force pages: to ensure custom pages are easy to use
  • Usage & Demand Analytics: Dashboards & Reports to asses user interactions improved help needs
  • Exception Management: Salesforce workflows for process and task management

Part of the Solution NOT part of the Problem

Improved Apps bring no change management overheads – they don’t require implementation projects of their own accord:

  • Easy installation & configuration: measured in minutes
  • Phased or Big-Bang implementation: roll-out is under your control
  • Delegated administration: After initial setup, all day-to-day administration is by business users not System Administrators
  • Intuitive end-user experience: the apps support their own rollout
  • Native app, respecting Salesforce security & sharing: ‘plays nicely’

 

The inherent simplicity & flexibility of our Improved Apps means that our customers have a broad range of options available – not only for implementation of their improved help and managed communications processes – but also for using these to underpin salesforce change management processes. Contact us to discuss how we can help you to drive salesforce adoption.

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