Shamrock CRM – Salesforce.com Consulting, Implementations and Web Development

Salesforce.com User Adoption Tracking

So, you have made a large investment in Salesforce.com for your Sales, Marketing and Service needs and you want to ensure that your users are utilizing the system to its full potential and allowing this excellent CRM system to do exactly as it is supposed to:  decrease costs, increase sales and provide better visibility into the operations of your organization.

How would you track this?  How would you be able to tell if your users are being active in the system or not?  Thanks to Salesforce.com, we can provide reports and dashboards to provide analytics on exactly this type of data.

There are a few categories of data that you really want to track:  1) Login Activity 2) Usage 3) Data Quality

1) Login Activity is going to tell you if users are logging in AT ALL.  This will allow you to compare the login activity between different groups, or roles, or regions, or profiles of Salesforce users.  If the Eastern mega region of the United States is logging in much more than the West, it is possible that the Sales Managers in the Western region might need further education or promotion of the system or they might need to be asked to manage their users better.

Some metrics used for this category:
- Users Logged in within the last 7 days
- Users Not Logged in within the last 7 days
-Login leaderboards (for competition)
-Users Never Logged In

2) Usage is really going to let you know if the Users have both logged in AND have created records and if so how many.  For example, are Salesforce.com Users actively marketing to find new Leads or are there Activities (Emails and Calls Logged) being consistently created to prove that users are contacting their Accounts, Contacts and Leads.

Metrics used for this category:
-Accounts created by Owner role/profile/region
-Opportunities created by Owner role/profile/region
-Contacts created by Owner role/profile/region
-Activities closed by Owner role/profile/region

3) Data quality reports and dashboard components let you know if the data required for your business process is being properly filled in, if data is being maintained properly and in a timely manner and if all or most data is actually in the system.

Metrics for data quality:
- Neglected Opportunities – Past Close Date, but not Closed
- Open Tasks by Assigned Users
-Any other metrics based on records/fields that should be filled in in a certain manner based on your business process.

Any other adoption metrics that everyone else uses?