It’s the moment of truth: the development team says that Salesforce Lightning is ready for roll-out, and now you just have to prepare and train everyone for the transition. Here’s what you need to do.
Do a pilot test with power users
Before cascading it to the rest of the organization, try it out with a group of “power users” within the organization.
- Select 1 or 2 key users from each department or business unit. They should be open (or even enthusiastic) about the change, and wanting to help.
- Create a permission set and give them access to Lightning.
- Provide training. Give these power users whatever information they need to become familiar with Salesforce Lightning. Assign someone from the development team who can act as their “tech support” if they have questions. Using OnScreen walkthroughs is a great way to quickly familiarize them with the new interface.
- Get feedback about the features from the power users: their pain points, recommendations, and what could help users understand Salesforce Lightning better.
- Ask them to write down recommendations or take note of pain points.
- Provide them with author access in OnScreen to create walkthrough guides for business users around the business processes they own.
Create a Change Management Plan
Based on your own company goals, and the feedback from the power users, create a Change Management Plan. This shows:
- The target departments/users
- The date of rollout
- The activities you will use for on-boarding (webinars, small group meetings, email, etc.)
- Ownership – consider a RACI chart
- Check out OnScreen’s ebook on digital adoption and download the change management project template
Create your communication campaign
Drum up excitement and interest in Salesforce Lightning. Develop a communication campaign that explains its features and benefits. Some ideas:
- Start an email drip campaign even weeks before the launch date. Explain the reason for the shift, and steps you are taking to ensure a smooth transition. After the launch date, give weekly user tips or links to resources they can use. For example, Salesforce has a simple intro video
- Download the Salesforce Lightning communication template from our ebook.
- Schedule workshops. Ask your power users to help with the on-boarding, and share their personal experiences with Salesforce Lightning.
- Prepare training decks and other information materials. Use different materials to meet people’s learning styles: some people understand brochures, others prefer video tutorials, while others will learn better through hands-on learning sessions.
- Augment the training with OnScreen Walkthrough Guides for step by step in application help. Get started with a digital adoption pilot.
The Salesforce Enablement Pack has some training decks, sample email drip campaigns and educational materials that you can use.
Support and Optimize
- Send surveys to your users. Find out how satisfied they are with the features, and what problems and pain points they may have.
- Download the Lightning Adoption Tracker App. This can help you monitor the rollout, including how many people are actually using it or switching back to Salesforce Classic.
- Hold follow-up training sessions for people who may have trouble adjusting to the features.
- Continue rolling out more OnScreen walkthrus to help users accomplish business tasks
- Get feedback on features that users miss or want, or features they are having trouble with, and relay to the development team. Repeat the evaluation process once or twice every year to view the progress and user satisfaction.