Life After Salesforce Go-Live
Congratulations on your new Salesforce implementation! The project is formally closed, sign-off is completed, training is done and the system is now live in production. So the big question remains: Now what? As an organization, how do we handle change management and ensure that after the system is live we are able to continuously support and improve operations on a day-to-day basis? Many projects will factor in a Cutover and Post Go-Live phase, however, once that phase is complete, you're left wondering what to do next. There are several options we can cover—but for this post we will look at 3 common solutions to help ease the process of Life After Salesforce Go-Live.
- Deployment Plan: Have a deployment plan outlined and ready to go. Your deployment plan should include items such as deployment milestones, identifying resources for training end users, training tools, support documentation, and a project transition document. Know who will take ownership of anything initiated as a result of the project once closed, SLA information, primary support contact, and put together a disaster recovery plan. I can’t stress how important training is in all of this. Ensuring that your people are trained properly on using Salesforce will not only help with adoption but will help make the transition much easier.
- Support Plan: If you worked with a Salesforce implementation partner, see if they offer a support plan. Many Salesforce implementation companies, such as CRM manager, will offer some sort of managed services plan that may include a flat rate or tier structure. I personally believe these tend to be of great value for many organizations. They are helpful for organizations that don’t have an admin to take over after go-live, and are especially helpful for organizations that want to maintain a relationship with their implementation partner. It is always a plus to use the same person for implementation and follow-up maintenance as they have the best insight and understanding of your specific Salesforce solution.
- System Admin: Have an admin or support team in place and ready to take over the system once live. This option is great for larger organizations that are looking for a more permanent onsite or local presence. Depending on the size of the implementation and organization you may be able to get away with just an admin, however for more complex builds it may require that you have an admin and/or developer on staff. In cases where you have multiple business units with multiple processes (which is common in large enterprise organizations) it may be valuable to have a business analyst on staff. It is important to note that if your organization chooses to take this route, the transition will be easier if these people are involved as early in the project as possible.
We could delve much deeper into this topic, but this post should give you a good start on making life easier after your Salesforce go-live. Think of this as your starting point to realizing the full potential of Salesforce. Once users start working within the system they will begin to unlock ways to improve their day-to-day operations, and the only way to set your organization up for a successful post-live instance is to have a plan in place from Day 1.
For questions concerning your own Salesforce Go-Live plan, contact us here.