Let’s dive a little deeper into user adoption, specifically monitoring.
One great way to keep track of whether users are actually using Salesforce is to build a bunch of reports.
Here are some for your consideration
- User login frequency. Are people logging in on a frequent basis?
- Activity tracking. Are tasks, events, logs, records being regularly created and updated?
- Support tickets. Are users asking for new features or reporting bugs?
You can also have quarterly check-ins with users, either as a 1:1 or group basis. Ask them lots of questions, such as
- Are you still enjoying Salesforce?
- Is there something that can be changed to make things better for you?
- What would make you less interested in Salesforce?
Notice the mix of positive and negative questions. These help calibrate responses, so people don’t simply reply in the same way.
The takeaway
If a system isn’t used, it’s effectively dead. Use some of these tactics to keep your finger on the pulse of the organization.
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