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

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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.

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