Growing through change: Best practices for Salesforce adoption

It’s common knowledge that organisations must adapt to stay competitive. Now, more than ever, companies need to keep employees engaged while providing excellent customer service. A wide adoption of Salesforce can help build the fundamentals for growth in an evolving market, and successfully integrating AI into your Salesforce implementation is essential for maintaining that competitiveness.

Credera is often being asked to help companies get full value from their investment with Salesforce. Many companies are facing pressure to do more with less, while others struggle to cope with unprecedented demand for their services. Adapting to changing circumstances is crucial for long-term success.

Why you need to get this right

If you’re just starting your Salesforce journey, it is important to remember that 50% of new CRM implementations fail. Your focus on getting this right will avoid risk and ensure business success.

If your company is a long-standing Salesforce customer, you need to ensure you continue to get value. It should be in-step with the way your company evolves. Whether due to business acquisitions or rapid growth, it’s important that your Salesforce org aligns with your current needs.

Revisiting the reasons behind your investment in Salesforce is critical. Ask yourself: "Does Salesforce help my sales team close more deals?" or, "Does Salesforce allow my service team to close more cases?" If you can’t confidently answer these questions, it’s a sign your team may not be using Salesforce effectively.

Data is increasingly valuable because it leads to insight. Remember: your insights will only be as good as the data you put in. If your employees are not entering data into Salesforce, you’ll have gaps. The advantages to increasing the quality and quantity of your data in Salesforce are greater than ever. By utilising Salesforce AI, you can generate insights, make accurate forecasts, and deepen your understanding of your customers - provided you have the right data.

Where to start

Credera has a proven methodology to ensure that customers get the most value out of their investments with Salesforce. Especially as companies make difficult decisions around business growth, continuity or decline, our flexibility is crucial.

To maximise the benefits, it's important to adopt changes strategically. Here are some insights based on our experience:

• Stagger the implementation: Start with revenue-generating processes to build momentum.

• Drive adoption deeply, not broadly: Focus on small wins and gradually expand.

• Structure for outcomes, not just license utilisation: Aim to recoup your capital investment progressively through small wins.

• Implement AI strategically: Ensure you have a clear understanding of where and why you need AI before you start.

To succeed, companies must have the infrastructure to remain stable and responsive. And to do this well, your employees, customers and potential customers need to be kept informed, and they need to feel secure throughout this process. Organisations that excel in customer service and sales experiences will stand out. Those that act flexibly, regardless of external challenges, will thrive as the market evolves.

With these foundational strategies in place, you’ll be better prepared to move to the next phase: intelligent AI implementation in Salesforce.

Best practices for intelligent AI implementation

As technology advances at a rapid pace, it's crucial to commit to a balanced and strategic integration of AI into your CRM. Here’s how to ensure you’re set up for success:

Understand AI basics

Take the time to learn key AI concepts, such as machine learning, natural language processing, and predictive analytics. Understanding these fundamentals will help you see how they can benefit your organisation and guide you in choosing the right tools. Consider using our free AI Maturity Assessment tool to evaluate your readiness across six key capability areas and create a roadmap for sustainable growth.

Set clear goals

Before implementing AI features, define what you want to achieve. Whether it’s improving customer service, streamlining current workflows, or personalising marketing, having clear goals ensures successful integration. If your aim is to enhance customer insights, for instance, optimise your data entry processes and ensure that your Salesforce setup is aligned with your business objectives.

Invest in team training

Equip your team with the knowledge they need. Provide thorough training on Salesforce’s AI capabilities so they can use these tools effectively. A well-informed team is essential for unlocking the full potential of your CRM. With tailored training sessions that focus on integrating Salesforce AI, you can help your team to utilise Agentforce for more efficient data entry.

Encourage continuous learning

The AI landscape is always changing. Stay ahead by encouraging your team to explore new features and participate in training sessions. Fostering a culture of learning will help you adapt and make the most of what Salesforce and AI have to offer.

Listen to user feedback

Your team is on the front lines, and their insights are invaluable. Regularly gather feedback on their experiences with Salesforce, and be open to making adjustments based on their suggestions. This will help create a smoother and more productive work environment. Leveraging tools like Agentforce can streamline data collection, improving user experience so your team feels empowered and heard.

The bottom line

Wider Salesforce adoption within the company allows you to streamline processes and improve customer service. Understanding AI fundamentals, investing in team training, setting clear goals, encouraging continuous learning, and valuing user feedback can help you fully realise Salesforce’s potential. This strategic approach drives innovation, boosts employee engagement, and positions your organisation for sustainable growth.

Ready to explore how Credera can help optimise your Salesforce usage and unlock the possibilities of Salesforce AI with Agentforce? Reach out for a consultation today!

• Salesforce CRM
• Salesforce Data Cloud
• Salesforce
• AI Technology
• AI Strategy
• AI
• Cloud Adoption