Enclude Adoption Tips
You want a CRM. You have seen the wonderful ones that other people have and now you see just how much it could help your organisation
But getting the system is only the first step – you have to make sure that your staff are happy to use it. Otherwise you have wasted time and money for your organisation – when we are all short of both.
Here are ENCLUDE’s top tips for user adoption
Include staff from the start
Let them know that your organisation is considering this. Have a meeting and get their feedback on why they would or wouldn’t want a CRM. Talk about the parts of their work it will help. Perhaps it’s as simple as being able to book a meeting room on the system. Get them to help identify these so that everyone feels a winner in the early phases. They may have some great ideas that you have not even thought of!
Let them know what the CRM will not do – it’s not a magical cure for everything. Otherwise people may get disillusioned when it is put in and they realise that it won’t make the coffee!
ENCLUDE can help by running a workshop with your staff to identify their needs and explain what a CRM will or will not do!
Have value for people entering data
Let’s face it, entering data can be boring. It can be easy to lose motivation to enter the it promptly and fully.
Show staff how entering the data helps them in their work – producing the reports at the end of the month becomes easy and the report is reliable. Entering all appointments and activities in their calendars lets them see how much time different projects are taking.
Have some dashboards up that everyone can see – how many new clients has your organisation helped this month? How many cases have been closed? They will see the relevance of their work.
Appoint a Management Champion
Appoint someone as management champion at the highest level who is passionate about the system. Get them to share this enthusiasm at staff meetings / in company newsletters and elsewhere.
Check the Login report
Keep an eye on the login report and see if someone is not using the system. Perhaps they need encouragement and more training. It’s better to do this from the start or people may get more and more nervous of the system and never want to use it.
Your ENCLUDE consultant can help set up a login report that is sent you each week.
Lots of Training
Keep emphasising that training will be provided for anyone who needs it. It can be done in many ways.
- Formal training sessions where an in-house staff expert takes the training role. ENCLUDE can also help with this if you want an outside trainer.
- Buddy systems where inexperienced users are paired with more experienced ones that they can turn to for help.
- Mini videos/quick guides to answer common how do I questions. Again, ENCLUDE can tailor these for your system.
- If you have staff who are enthusiastic, suggest they do some of the Trailhead training provided by Salesforce. They may even want to do some of the Salesforce exams. This is a good addition to their qualifications.
Keep an eye on data silos (aka spreadsheets)
Knowledge is power – and people can feel that letting go of their ‘special spreadsheets’ where they currently record information will reduce their value. For example, if in the past, you always had to go to the office assistant to see if the overhead projector was booked, the office assistant may not be happy that the information is available to everyone and want to keep the spreadsheet going. Encourage everyone to put all relevant information on the system. If someone is using a spreadsheet for their work, ask why!
Have some fun rewards, especially over the first few months. Here are a few ideas.
- Friday afternoon off for the staff member who used the system most over a month.
- Cake or a fruit basket for the office when everyone has logged in every day for a week.
- Management serve staff lunch with when the number of contacts on the system reaches a target number.