In any Salesforce implementation, the temptation is to try and replicate existing business processes verbatim within the Force.com architecture. However, when we lead with a business analysis approach we can take the extra mile in one stride – realising further benefits than initially envisioned because of the following drivers:
1. Our current business process complexity may be redundant
When we take a bicycle to the shop to get its brakes upgraded – we don’t leave brake calipers and old cables on the bike if we have added disc brakes. It’s the same when implementing Salesforce.com, as it is an opportunity to envision a leaner, more efficient way of working that saves everyone in the company from the tyranny of bureaucracy.
2. It’s a socially enabled platform
Email is so ‘last century’. Compared to Salesforce.com’s inbuilt social communication platform Chatter, it’s like using smoke signals rather than a telephone. Email is not automatically contextualised and associated with other key data points, the information required may be held by someone not on the email chain. With Chatter we can hitch our reigns to cutting edge collaboration capabilities and easily relate information to pertinent data points, and escape from being snowed under by irrelevant emails clogging up our inboxes.
3. It lends itself to process experimentation
Disruptive innovation is the idea that businesses should disrupt the competition by innovating a new product or way of providing services. You now have a lot of businesses with established practices and processes jumping on this jargon wagon, executives putting pressure on middle management to ‘be disruptive’ and ‘foster innovation’. All of this is like rearranging deck chairs on the Titanic, because the organisation is asking its employees to change how they behave and think without changing the underlying systems and process structures that nurture the legacy way of thinking. If we want to be disruptive in the marketplace, we need to continually disrupt our own way of thinking and working first.
Salesforce.com allows us to swiftly put this value into practice with minimal business impact, through its phenomenal development, customisation, and re-architecting capabilities.
4. We can automate the ugly stuff.
We all have those chores that we have to do, yet somehow become the bane of our working day – because they suck up our valuable time from those aspects of our jobs that are meaningful and provide shared value in an organisation. A Salesforce.com implementation is a superb opportunity to automate the hell out of these chores – whether it be automatically sending emails; updating records and fields; or creating and assigning tasks to colleagues based on progress through a business process.
5. We can engage and inspire all of our stakeholders.
In many Salesforce.com implementations we come up against the challenge of making the system useful for all stakeholders. It’s no use setting up a system that is only useful for the CEO, and all other staff are left with an overly complex and clunky system that makes a government department look like the epitome of efficiency. When we take all stakeholder priorities into account (As per the radar chart below), not only can we ensure that these are reflected in the functionality – each stakeholder can also interact with the system in a way that is customised to their requirements.
Resource : CloudSocius