Do-it-yourself Salesforce implementation is tempting.
Yes, there are some organizations that successfully self-implement Salesforce, often with the help of an experienced administrator.
But much more commonly, DIY Salesforce implementation leads to lackluster results, and sometimes customers even question if Salesforce was the right choice.
There are many reasons Salesforce is by far the best value in the CRM world. One of the biggest being that it goes far beyond CRM. You can transform multiple areas of your business, including marketing, customer service, Community portals, CPQ and ERP.
That being said, it’s challenging to understand all the capabilities, new features and apps constantly being deployed, then building a comprehensive technology strategy that addresses all your business systems.
That’s why enlisting a Salesforce consultant can really add value to your post implementation. Without help from an experienced partner, you could waste a lot of time trying to backtrack and fix a system that just doesn’t work for your unique business needs and users. And of course that delays your ROI and leads to missed opportunities.
Here are 8 signs that tell you it’s time to enlist a consultant:
1. Your user adoption is weak
Salesforce only works as long as your users and executives can trust the data, which depends greatly on whether or not your users actually use the system. Allowing other data management methods to co-exist with Salesforce such as Excel or email may lead to inaccurate reporting and lost information that could compromise sales. Poor Salesforce adoption should be taken very seriously considering the big investment you’ve made.
There are many reasons you could be experiencing Salesforce adoption problems. A strong consultant will be able to pinpoint problems and design and environment that’s “mission critical” so you can be sure Salesforce is an enablement tool rather than a chore.
2. You aren’t sure of the full capabilities of the system
In order to get full ROI on Salesforce, you must leverage the full capabilities and features of the system. When you maximize the functionality, you can often streamline other areas of your business beyond CRM such as configure-price-quote, marketing, customer service and more.
With several core Salesforce products and thousands apps in the AppExchange, it’s also difficult to understand what additional products will add value to your original investment.
3. Your Salesforce projects aren’t getting done
Employees these days are stretched thin. Having the right number of administrators for your user base and ensuring they stay current on their training and certification is also a challenge.
Working with a consultant accelerates your path by giving you access to experienced, scalable and certified resources who can get the work done quicker so you can realize results faster.
4. You don’t have a 360-degree view of your customers and prospects
Most organizations today struggle with integration of systems that contain prospect and customer information. In order to really understand your business, your sales, service and marketing teams must have a full view of your customer from the first interaction on your website to the moment they pay their bill and beyond. Without this view, opportunities get lost and internal processes can stay very compartmentalized.
5. You are experiencing customer satisfaction problems
Are your customers having a delightful experience with your business? Let’s hope so. But if not, think about how you can make it easy for them to do business with you. An improved customer experience is a natural result of a Salesforce system that’s fully optimized.
6. You don’t have the reports you need to make meaningful business decisions and complete performance reviews
What good is a CRM if you don’t know how many customers it has helped bring in? How do you know which of your emails performed well, and which didn’t? Salesforce offers a plethora of custom reports that inform your business decisions.
7. You don’t know / can’t prove your Salesforce ROI
You might have a vague idea how much Salesforce has helped your business, but no hard numbers to prove it. The next time your budget comes up for approval, it may be difficult to justify the cost of Salesforce. At the same time, you want numbers to prove the total footprint you’re making on the company’s progress towards its goals.
8. Sales are stagnant or declining
Finally, the big one: if your sales aren’t going up, you may need to revamp your strategy. Revenue is the lifeblood of any business, and we certainly wouldn’t want your business to suffer because you don’t have the resources available to take full advantage of software like Salesforce.