Now that you’ve taken care of the legwork around the migration, it’s time hunker down and plan on how you’re going to implement your plan. There’s a lot to be done here, and there are several decisions you’ll need to make before you start tweaking Salesforce.
You’ll need to decide how you want to handle your roll out as there’s a lot to consider:
- Will you be running a pilot program?
- What expectations are you setting for your implementation?
- What are your success metrics?
- How will you plan out your project and follow it?
- What customizations will you need to build out?
- What will it take to be ready for launch?
- It’s a lot, but stick with us, and we’ll guide you through it.
Decision: Phased or All-at-once Roll out
What does a roll out look like to you? Should some users receive access first while others are still on Classic? Or should we push everyone one at once and figure out the bugs later?
There are two main approaches to structuring your companies roll out: phased or all-at-once.
Phased Roll out
In a phased roll out, the goal is to transition users by teams or user groups and to learn to improve the quality of the transition with each deployment. While it’s not necessary for a small organization if you’re a part of a vast organization it typically makes more sense to roll out your migration in this way.
One of the single best advantages of a phased roll out is running a pilot program. With a pilot program, choose a team of users without too many technical hurdles and switch them to Lightning first. As you receive their feedback, improve the experience for them and future users.
Beyond that, you won’t need to do a large amount of front-loaded work to set up Salesforce for the whole organization. You’ll be able to focus on a single team or department at a time and prevent a build-up of technical debt. Also, by keeping teams together, these teams will be able to collaborate within the new space and give you manageable feedback.
The most noticeable downside to this approach is that you’ll have to maintain training for both Lightning and Classic during this roll out, as your company will most likely still be hiring during the transition.
All-at-once Roll Out
For small organizations or organizations with more straightforward business processes, this may be the best solution for you. While it appears the simplest option on paper, there are pitfalls with this method. Users may not be familiar with the new platform, and you haven’t experimented with smaller teams first. They may not have access to all the information they need if not configured adequately.
With the all-at-once roll out, you don’t need to worry about maintaining training materials or programs for both Lightning and Classic. You’ll be able to focus on Lightning and streamline that onboarding process.
As all users will be on Lightning, you’ll have an easier time pushing out features as all users will have access at once. However, you’ll need to do more work ahead of time to minimize any hiccups with feature deployment.
Technical debt is also a much larger issue with an all-at-once roll out. If you don’t adequately prepare all features before launch, you may become overburdened with a backlog of critical features that users need or want to improve their work experience.
Whatever path you take, ensure it makes sense with your company’s structure and business goals.
Create a Project Schedule
Because of how big of a project this is, you’ll need a way to manage all the tasks for this project. It’s a significant undertaking. Salesforce recommends that you track the following details:
- Task name
- Task owner
- Task dependencies
- Task Duration
- Task Start Date
- Task End Date
- Task Status
If you’d like to manage these tasks directly through Salesforce, there are many tools available on the AppExchange such as Milestones PM+ Free Edition.
However, we’d suggest making use of a third-party task management tool with Gantt chart functionality to help visualize your timeline, such as Instagantt and Asana.
Define Sucess Metrics
For your success metrics, we’d recommend defining SMART goals based on key performance indicators for your business process. Determine which areas in your business processes are underperforming and determine how you could adjust your processes with the migration to increase those numbers.
- In three months, we want to increase our MQL conversion rate by 15%
- Two months after launch, we want to reduce the number of Salesforce user tickets by 30%.
- We want to increase our monthly closed-won opportunities by ten by the end of the year.
These goals will be the success milestones that determine whether your project was a successful implementation and improvement over Salesforce Classic.
Training and user education strategies
While some of your users will be early adopters, others can be somewhat resistant to change. To ensure a successful and profitable migration, you’re going to need to inject some hype into your organization. Send out drip emails, promote cool features, maybe even have an actual launch party. It’s imperative in any organization to keep up morale, even more so when you’re trying to make them work a new way of doing their jobs.
Employees may need a fair bit of training to be comfortable transitioning from Classic to Lightning. Luckily for all of us, Salesforce’s Trailhead platform is straightforward to use and will give the basis in what they need to know. What’s nice about Trailhead’s platform is you can customize it to fit different users needs through Trailmixes. Trailmixes allow you to handpick modules to be completed in a sequence that gives your users the guided training they need to become familiar with the platform.
You’ll likely need to make some customizations for your business processes, such as Lightning apps, sales paths, and processes. You may need to replace legacy features you’re losing in Classic, or you may need to add new features to maintain or enhance your business process.
The longest part of this step is going to be replacing those legacy features. You should have produced a list of items that need to be updated in the gap analysis you ran in the previous chapter. With that list of items in mind, work through it systematically and make sure you have an answer to any features your stakeholders deem necessary.
All right, are you ready? You’ve done all the work, and now it’s time to launch.