When used as a verb, ‘implement’ can mean to carry out or to accomplish. When used as a noun, ‘implement’ refers to a device or tool used to perform a task.
So, when we talk about ‘implement’ in relation to Salesforce, we like to think of it as having a dual meaning of doing the job of both a verb and a noun. That’s because once implemented, Salesforce becomes a tool that allows you to accomplish business success.
Many organizations struggle with defining what a Salesforce implementation means for them, typically facing uncertainty on where to start, the steps involved, the team needed to make it happen, or if a Salesforce Partner would be a valuable resource to leverage. All that to say, once details have been hammered out and the next steps are set into place, a successful Salesforce implementation will deliver the definition of success – a favorable outcome.
An organization attempting a Salesforce implementation can often feel as dizzying as a child playing games at a birthday party. You’re blindfolded and spun around, unsure of which direction to go for the win. That’s because companies are constantly challenged by not knowing what they are trying to solve for when it comes to implementation. They may realize what they ultimately want to achieve but lack the understanding of their Salesforce requirements to get them there.
Companies frequently solve the problem that is happening in the here and now. They get hyper-focused on a single issue and highly customize their Salesforce instance around it, which quickly becomes useless as the business morphs. By not considering the bigger picture, organizations can fail to see that a current problem could signify a larger issue. They need a scalable Salesforce solution that will not only help now but also in the future.
Kenway Consulting recently worked with a healthcare patient engagement company that partners with leading health insurance companies. The client used a home-grown, legacy platform to communicate with its healthcare plan members. The system was cumbersome for its agents to use and had become so highly customized that the company could do little with it.
The client needed a better platform to grow and scale its member engagement. Its first thought was to take the old system and simply put it inside of Salesforce. But shoving the old into the new system still generated the same problems, just in a fresh wrapper. This approach is a temporary fix to resolve the current issue and loses sight of the Salesforce requirements needed for future process changes.
Kenway helped the client realize the error of its ways and clarified what is being solved. We provided recommendations for a Salesforce architecture implementation that is more expandable and addresses the existing pain points, as well as those that are part of the client’s growth phase.
A Salesforce implementation can range from extremely simple to exceedingly complex – it all depends on your business requirements and who is executing the implementation.
You could go the route of hiring a full-time Salesforce expert, but after the initial implementation, the hire will likely be left twiddling their thumbs. And your company will be paying a hefty salary for all that twiddling.
You could try a DIY approach where your existing teams, from accounting, marketing, and technology, all lend their time to launching Salesforce. But we often find this plan to be ineffective since your employees are likely very savvy about your business but less so about Salesforce. They lack the necessary technical, DevOps, and data governance knowledge and understanding.
So, what’s Plan C? Consider working with a Salesforce Partner like Kenway.
A Salesforce Partner is certified by Salesforce and authorized to implement the platform. Salesforce Partners lead 70% of customer implementations. And unlike a hire or DIY approach, a Partner can effectively and efficiently implement Salesforce and then step away or provide ongoing maintenance support as needed.
A skilled Salesforce Partner will look at how Salesforce can work for your organization rather than having the business work around Salesforce. A Salesforce Partner will holistically look at the entirety of the business and map out the Salesforce architecture and best practices – in other words, it will stop the dizzying party games and set you in the right direction.
Think of Kenway as having a toolbelt of technology implementation. We have tools to work on all areas of your organization for everything from data governance to security integrations. In contrast, most Salesforce Partners only have a very specialized Salesforce tool on their toolbelt.
Our staffing model allows an organization to take advantage of highly skilled talent with the flexibility to ebb and flow on timelines, budget, and project scope – rather than being tied down with a full-time hire.
Many of the points we have talked about here – getting the complete picture, using a Salesforce Partner, and having the right tools – can be encompassed in the work Kenway achieved for a large financial services company. The organization approached Kenway looking for help with implementing Salesforce into a specific workstream for its loans and financial services department. This initiative was part of a more extensive Salesforce integration across the organization.
Kenway worked with the client’s technology team and business stakeholders to prioritize Salesforce features for the MVP implementation and the future state. Kenway’s developers collaborated with the client to categorize stories, write requirements, and fulfill the stories. After launch, Kenway reduced its dedicated staff as the client moved to a maintenance mode.
Once the engagement was moved to more of a maintenance mode, Kenway left the client with an abundance of detailed documentation for future reference. On the other hand, an in-house Salesforce Architect left the client, and all of his critical knowledge went along with him as no documentation was created on what he optimized within the environment. This is just one of the many benefits of working with a quality Salesforce Partner such as Kenway.
There is no doubt that possessing Salesforce is incredibly beneficial to an organization. But it’s not enough to just have the platform, pull a few levers, and expect it to work in your favor. It starts with having a high-quality implementation to set the right foundation for future success. And the only path to a superior implementation is to have a Salesforce Partner by your side that will take a comprehensive view across your organization and consider all of its business requirements.
Connect with us to learn how Kenway Consulting can help with your Salesforce implementation needs.
