Lightning

The Blind Study (Salesforce Lightning Chronicles)

By Guest Author: Rachel Rogers

Let’s say you’ve just committed to conducting a global Blind Study, but you aren’t exactly sure what it is going to entail. I mean there is really no industry standard for a “Blind Study”, right? Well the cool part is you get to make it up!

So I started with the first step of figuring out who should participate in the study. Followed quickly with handing that off to the really smart Sales Operations group to go find people that matched the criteria. We decided that we needed a mixture of Sales Representatives and Sales Managers.The criteria for either group was either excelled at Sales or good Salesforce User. I know you are saying, aren’t those the same? Well while we would all hope they were, it doesn’t always equate that way. I wasn’t interested in who fit which criteria, just that they were all represented.

So easy peasy right? Well, turns out you should add one more criteria: “agreeing to what the appropriate sample size”. When you don’t add that criteria, you end up with 26 people you need to conduct one hour sessions with. Then you throw in the fact that you committed to having them done within a week, make that the week after Dreamforce, ummm yeah…..

Well all of that madness aside, the other thing that needed planning was how the sessions were going to be conducted. Some groups like to take the approach of recording each session and then playing them back to get feedback, but let’s go collaborative. I decided to pull most of my team and my trusty Sales Operations counterparts into these meetings. They were going to be called “Observers”. Partly because I loved the Sci-Fi show Fringe, but mainly because this was going to be their job. They were not to interact with the users, simply observe and take copious notes on what they saw. They were split into three teams with specific functions:

  • Process

Goal: Look for ways that things could be streamlined for the particular process the user is trying to accomplish.

Example: In the previous UI there were hoover links that took people directly to related lists, but in the new UI those are gone. Is there a simpler way to accomplish tasks by page layouts changes or is there process optimization to prevent them from needing to access particular related lists?

  • Concepts

Goal: Identify which areas appear to be ‘natural/self-learned’ versus items that cause the users a harder time to identify.

Example: In the previous version tasks/activities were listed in a “to do” list area and now are listed in the “assistant”. Is this easy for people to understand or do they struggle to find where items are listed?

  • Technical

Goal: Identify any elements that are not working in the application that users hit technical roadblocks. Anything in this section will be an immediate fix for development.

Example: The custom Javascript button on the Opportunity page is not displaying so the user is unable to complete the requested activity.

The next thing was to write a script so that we could take away the variables in what we asked the users to do. We wanted to control as many variables as we could so that the results would not be swayed. The important thing to writing the script was to determine what functions we thought a user should be able to accomplish in the given time window while still allowing them time to ask questions. To do this, I went back to the Sales Process and thought about the most common functions this group would be requested to do on a daily/weekly basis. I also wanted to make sure that the script never instructed a user ‘how to’ do something. It was important that we gauge natural learning/transition patterns versus influenced instruction patterns. Think of this more as watching

Follow our blog for the next instalment of the (Salesforce) Lightning Chronicles

 

Lightning

The Uber Early Steps (Salesforce Lightning Chronicles)

By Guest Author: Rachel Rogers

To most people one of the scariest words in the English language is “change”. It makes the best of us want to head for the hills or duck for cover. However for a few us, we dig our heels in and brace ourselves to wrestle it to the ground. I may only be 5’2” but show me the lion and I will tame him to a kitten to make it safe for everyone to pass.

When Salesforce rolled out Lightning I had a few days of ‘soaking in’ to do and then it was game time. You see a year ago, I broached the subject of change to our business and allowed them time to freak out. We went through 9 months of resistance, negotiations, roadmap evaluations, and the whole well there is a notion of ‘feature parody’ that we need. Then it was time to put a plan in place to start a full scale re-implementation. Yes, I said re-implementation because for an 8 year old org nothing is easy, quick, or nimble for migrating 8 years of customization to a new platform.

This series will take you through this journey. By the time it is complete we will have taken 18 months to make the full move. Now, take into consideration 9 months of that was based on waiting for features to become available. Well, let’s take a deep breathe and press forward, shall we?

The Uber Early Steps

Have you ever walked into a room with a topic you feel might be controversial? Like a good game of office politics might erupt because your topic was not on the transformational agenda? Well that is what this Salesforce Admin felt introducing Lightning to the business. I was about to inform the company that had used Salesforce for over 7 years that the User Interface they knew was going to transform into a somewhat unrecognizable format.

This didn’t mean that Lightning isn’t great or better for the company, it is just simply different. It is an unplanned change by the business’s viewpoint. This is something they didn’t sign up for, but instead something that was forced unto them to continue to use a platform they love. Well, here goes nothing!

early steps

That meeting went something like, “I want to introduce you to the upgraded version of Salesforce that is rolling out. It takes the existing Salesforce platform and amplifies the experience in new and exciting ways.” {Shares desktop, absolute silence} I could have heard a pin drop louder than the sounds in the room with Sales Operations. My next sentence, “I understand that this looks a lot different than what you are used to and tests your knowledge of the Icon Concept, but let’s walk through it.” This 30 minute meeting seemed like one of the longest meetings I have ever conducted.

I hung up the phone and thought, well this will be interesting. There wasn’t really much of a conversation until the end of the Summer 2016. Then the real fun began. There was an hour long meetings that I took a different approach to.

This approach was more from a position of, “Look team this is happening, you are receiving no new features on Classic. The only question we have is when do you want to move. We have done a technical  assessment and know what we need to update code wise to make this work. All I need to know is from an End User Changement Management perspective when you will be ready.” {Exhale and brace myself for response.} The response I got was, “Well let’s see what the reps think first.” {Slightly perplexed} “Alright, then how about I conduct Blind Studies with your top Sales Reps and top Salesforce Users and see how they respond. Then after we gather that information, will you agree to set a go live plan in motion?” {Time then seems to crawl and a slow motion movie plays out with visual cues, until} “Agreed.”

Read more in our next blog: The Blind Study (Salesforce Lightning Chronicles)

Bunch of Cool Cats

Salesforce for Cats

I know you may be wondering why I am starting a blog with the title “Salesforce for Cats”. No it’s not a new Trailhead module (we already have the Catter badge module) and it’s not some weird experiment that will allow Cats to use Salesforce. Although we do know that one day they will take over the world!

Salesforce is Serious Business

This is a blog about how we implemented Salesforce for Cat Protection Society of NSW Inc. and transformed their organisation.

When most people think of Salesforce the initial thought is about CRM and the truth is that CRM, or how I prefer to think of it as customer centric interactions, are at the very heart of Salesforce. Using the Salesforce platform and extending this out to all Cat Protection Society to manage their Fundraising and Memberships was one part of the brief. Part two was to see if Salesforce could deliver:

  • A best-practice capability in managing cattery data
  • A comprehensive data capture of each animal’s journey from surrender to adoption
  • Provide an analytical framework to reveal trends, inform decision-making, and create impact

Ok – so there are some good buzz words there but the reality is that Cat Protection Society were drowning in paper and not able to use any of their data in their decision making.

Imagine this.. each month you need to provide a report to the Board about the management of the Cattery. This ranges from tracking the number of calls, the number of surrenders, the number of adoptions and the impact a supporter is having with the organisation. Collating this information took days… now it’s there in seconds as all of this appears on a Dashboard in Salesforce.

But wait.. there’s more. What if you no longer needed to manually record on paper or spreadsheets all the activities of the Cattery, ranging from feeding schedule, visits to the Vet, administering medicine.. etc etc etc. What if you could use Salesforce1 to capture this as it happens. What if you could then easily give the adopter all of their relevant “paperwork” electronically at the time of adoption. Cat Protection Society now can!

But – the journey doesn’t finish there. We are about to launch the next phase and implement modules by streamlining the entire Desexing process, Foster Care program and Volunteer Management.

I think I am going to cry, this system is amazing! In the 10 years I have been here it has always been our dream – Cat Protection Society Employee.

At Morphate we make dreams come true and as corny as that sounds it is something that is embedded in the DNA of every single team member. There is nothing more exciting then seeing the excitement of a customer when their roadblocks are removed whilst using Technology for Good.

Bunch of Cool Cats

 

 

 

Embrace Change

Driving change and success with Salesforce and Causeview

Embrace Change

Making a decision to move your core Supporter Systems is not something any organisation does lightly, especially if you have an important Fundraising event on the horizon. For Sydney Children’s Hospital Foundation (SCHF) the question wasn’t should we do it, it was why can’t we do it. The challenge was… can we do this within 3 months?

In December 2014 SCHF met with us to discuss their options of moving onto the Salesforce platform. SCHF were drowning in manual processes, spreadsheets and a system that wasn’t providing any value to their organisation. They wanted and needed technology that allowed them to capture donations from various sources (Website, Community, during Events etc) in a timely basis. There were a few choices of products on the Salesforce platform and SCHF turned to Morphate to provide our recommendation. We dived into the Morphate Toolkit and Causeview was recommended as the best fit for the current and future requirements.

As we have previously blogged, Causeview has a lot of functionality that allows organisations to manage their supporters, events, volunteers, community fundraising, online donations etc etc etc.  In February the implementation element of the project kicked off and SCHF were on the way to the new world with Causeview and Salesforce.

We, SCHF and Morphate, had our work cut out for us. Our challenge was to ensure the solution was live and could support the live televised, Gold Telethon on 8th June. This meant we had three months to be live.. a tough ask but we, both Morphate and SCHF, knew we could do it.

You may ask “why were you so confident?” simply because the groundwork had been set months before we kicked off the project.

“They always say time changes things, but you actually have to change them yourself.”
Andy Warhol, The Philosophy of Andy Warhol

Projects, no matter what size, are successful when you have a Change Management strategy embedded from the start. For SCHF this was before Morphate was engaged. As Jo Price, IT Systems Manager at SCHF, said

The basis of our change management strategy was to keep the whole team involved throughout the whole project from recording current business process and listening and acting on their ideas for improvements, scoping to testing to training and going live.  

So, when it came to the Telethon, SCHF were on top of their game and had the right tools to support them on the day. What impact did this have? Jo Price said,

The biggest successes we have had by implementing Salesforce with Causeview has been the time savings, data accuracy and better reporting tools to enable us to better manage our supporters.

Apart from peer to peer fundraising, our donations all feed directly into our Salesforce and Causeview in real time. We no longer download and then upload donations, and we can get real time updates on fundraising dollars.  This was extremely successful for our annual Telethon, we were able to pull reports showing donations every 10minutes to update the live broadcast dollars raised.

We have also seen huge time savings with our Recurring donors – this whole process is now automated.  We can now focus on proactively calling these supporters and managing our relationship with them.

I, like many, watched the Telethon as Causeview and Salesforce was stress tested throughout the day with all donations being processed in real time and over $5.2million in monies raised. It was great knowing SCHF knew exactly what their donations were at any point in time during the day.

 

Telethon Call

It is important to note that the solution wasn’t implemented solely for the Telethon, this is the core Supporter solution for SCHF and Salesforce and Causeview is embedded across the entire organisation. Every interaction with a supporter is captured and allows the team to have meaningful conversations with their supporters with each interaction.

SCHF Leanne Warner

Change and Technology solutions go hand in hand. We’ve all seen those projects which “implement” a solution without a supported Change Management Strategy and result in low adoption, no improvement in process or supporter engagement.

Leanne Warner, CEO of Sydney Children’s Hospital Foundation, said

Working with Morphate to implement Salesforce has renewed my faith in the possibility of adding great new technology without it destroying your business at the same time.

It is important that the NFP select an outstanding IT Systems project manager to guide the vendor and carefully change manage expectations internally, but you have to be happy if your vendor turns out to be a really great business partner who cares about great outcomes.

Sure we encountered hurdles and frustrations, but Morphate took responsibility to ensure that we were successful with our roll out and I have confidence that they will continue to help to support us on an ongoing basis.

As a team we are all proud of what we have accomplished over the past 5 months and we have learnt a lot along the way that will help others to be successful. We all know that Salesforce is the best CRM product available in the Sector today, and if you want the system to add the most value it can, I would recommend that you speak to Morphate and start scoping!

The team at Morphate are here to help you with your project regardless of how small or big it is. Reach out and drop us a note or give us a call (61 2 8090 1478).] and let’s talk about transforming your organisation with Technology for Good.

AIME

AIME – Connecting Mentors and Mentees with Salesforce1 and Salesforce Communities

Over the past few months the Morphate team have been working with the team from Australian Indigenous Mentoring Experience (AIME) to build a Mentor App on the Salesforce1 Platform.

AIME

AIME is a fantastic organisation that is focussed on mentoring and supporting Indigenous students through high school and into university. AIME was launched in 2005 when they mentored 25 students, and by 2018 they are on track to engage 10,000 students annually. Any solution we built needed to scale, but more importantly AIME needed to be able to maintain and update the app themselves.

Our challenge was to build a solution that allowed Mentors to enrol, matching Mentees to study streams and Mentors, and to do so via the AIME website. Most importantly, this needed to be done in a robust manner and allow AIME to create a community to mentor indigenous students over several years then ultimately become mentors themselves.

At Morphate our approach is to always use as much of the native Salesforce functionality as possible which then allows our customers to grow with the Salesforce1 platform. For AIME we built the core solution using Process Builder and Flow with Communities, with Chatter enabling collaboration in the community.

You may ask Why or What is Process Builder? Well it is new functionality that Salesforce announced at Dreamforce last year. It allows us to leverage flows to build a solution in a point and click manner reducing the requirement for code to almost zero! This ensures that AIME can maintain/update/change the flows, as needed, for any future change without involving a developer. This is why we and our customers love the Salesforce1 platform as it delivers power into your hands.

For the portal requirements we utilised Salesforce Communities which allows the mentors to maintain their details, schedules, and more importantly collaborate with other mentors and groups – all within the AIME Community! The community has the same look and feel as their website and works on all devices.

Building the solution around the students and mentors will enable AIME to extend their relationships and reach in the Indigenous communities.

Jess Timmins, AIME National Operations Director, advised that AIME has seen a positive impact since the solution was launched in March.

“With the new Mentor App we’ve seen a 70% increase in Mentor Applications, 20% reduction in AIME Staff workload, a 10% increase in conversion from expression of interest to Mentor applications and over 90% reduction in issues from new Mentors”

There is more work to be completed on the AIME Mentor App as we continue to develop further enhancements that will allow them to easily track and report on Students progress over the year and future years.

As Jess has said “The AIME Mentor app and Community are awesome, it’s crazy how far we have come in 6 short months”.

By leveraging the Saleforce1 platform anything is possible, just imagine what AIME can achieve in the next 6 months and then beyond….

Note: This is a reblog of a post I wrote on the Salesforce Foundation Blog