Patrick Shaw’s Weblog

We’ve been customizing Salesforce.com for nonprofits for more than a year now - we’ve helped enough nonprofit’s customize, migrate data, integrate with payment tools, Vertical Response and more - and we have just enough information from all of those projects to begin to see what happens AFTER we’re done.

As most know - moving to a new tool of any sort provides benefits and challenges. When I upgraded to the Microsoft Office 2007 suite, I had to fight with the toolbar, and finding the “print” button was excruciating - I wasn’t used to where things were, wasn’t ready to explore new offerings - I just wanted to have all of the new features available so I could use then when I was ready. I’ve been using Word and the other Office tools since their inception - so I’ve been through this before, but I was reminded that even an updated tool, with a LOT of user and usability testing can pose adoption challenges.

Imagine what it’s like moving from MS Access, or FileMaker Pro, or eTapestry to Salesforce then? Add in a complicated data migration, some thinking about doing things in new ways -and all of a sudden Monday morning with that new tool can be grim. Here are some things that you can do to get ready to adopt and adapt!

• It can be easy to overlook some of the key players in your agency - the volunteer that enters data, the finance expert that reviews and reconciles donations, the program team that matches volunteers, the development officer that plans events. Using Salesforce successfully means that your WHOLE team uses the tool actively - not just for reporting. So - you’ll want to make sure their voices and need are heard during planning - so that when the tool rolls out - they know what they are getting!

• Every agency needs a product champion, a go get it, I love it, this is great, I can help you make it work for you. You don’t want to rely on your vendor for this - you need to OWN this expertise in house. This should be the person in the agency that is excited about Salesforce, participated in planning, has read the documentation, and isn’t afraid to try.

• We provide documentation for all of our projects, and you should expect that from a vendor. Make sure that it has both general information (how do I look up a contact) as well as information specific to your needs (how do I match a volunteer with a client). The information you need to “do it yourself” is probably in your documentation

• That’s right - no one knows better than you. Make a quick “job aid” - a one page tip sheet, a “I always forget this step” list, and more. You can help your team over the hurdles with some very targeted, agency specific help documents

• On launch day, have your vendor on hand. Sure, it will cost more -but if your team is frustrated on Monday, and doesn’t get help until Friday - you might not ever get them to use the tool

• This is an on demand, use it every day type of tool. It won’t add much value if you update contacts, create follow up notes and activities, and create opportunities only every once in awhile. Meet someone at a party that might support your mission? Add them to Salesforce, create a giving opportunity, and make a follow up note to call or write.

• Don’t forget the 70/30 rule - about 70% of your time and money will be in the planning, training, and retraining category, and about 30% in the actual implementation. That sounds like a LOT of money - but if your team can’t get a driving license - the care won’t help much.