What You’ll Find in This Blog
- The Link Between Support & Adoption: This blog explains why consistent, proactive support is the single most important factor for increasing user adoption of Salesforce.
- Common Adoption Killers: It identifies major roadblocks to user engagement, such as poor data quality, lack of training, and a reactive support model.
- The Managed Services Solution: It highlights how a managed services team actively addresses these issues through continuous enablement, quick fixes, and a commitment to understanding user needs.
It’s one of the most frustrating challenges a business faces: you invest heavily in a CRM like Salesforce, but your team simply isn’t using it. Low user adoption is a common issue that directly impacts ROI, but the root cause is often overlooked. The secret to boosting Salesforce adoption isn’t a new feature—it’s proactive support.
The Problem with Reactive Support
Many businesses operate on a reactive support model: something breaks, a user complains, and only then is a ticket raised. This creates a vicious cycle that kills adoption:
- Frustration: Users get frustrated when they encounter an error or a clunky process and have to wait for a fix. This builds a negative association with the system.
- Workarounds: Instead of using the system, users create their own workarounds (spreadsheets, manual documents), which leads to messy data and undermines the very purpose of the CRM.
- Lost Trust: Over time, users lose faith in the system’s ability to help them, making it difficult to introduce new features or processes in the future.
The Proactive Difference
A managed services partner shifts your organisation from a reactive model to a proactive one. We don’t wait for problems to emerge; we prevent them. This approach is fundamental to increasing user adoption.
- Quick, Continuous Fixes: A dedicated team is on hand to fix minor issues, create new reports, and build small automations that make users’ lives easier, demonstrating the system’s value in real-time.
- Continuous Enablement: We don’t just train users at go-live. We provide ongoing training and highlight new features from Salesforce’s releases, empowering your team to get the most out of the platform.
- Understanding User Needs: Our consultants take the time to understand your end-users’ day-to-day challenges. We can then optimise the system to truly meet their needs, making it their go-to tool rather than a chore.
By prioritising proactive support, you empower your team, build trust in the system, and ensure that your Salesforce implementation becomes an indispensable part of their daily workflow. This is how you don’t just get adoption—you achieve long-term success.