CRM Case Study: Mitigating Risks with an Accelerated Project Timeline
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Background
A long-standing client of Kona Kai was gearing up to migrate to a solution built in Salesforce. This change would allow numerous efficiencies across various processes tied to creating, sending, and tracking vital contracts, along with other critical functions. Preparing to deploy any new technology involves orchestrating multiple moving pieces, meticulous planning, and adherence to tight timelines. Collaboration among various stakeholders, including IT teams, department heads, end-users, and consultants is essential to ensure alignment of objectives and smooth execution. Throughout this process, project plans are closely monitored to minimize disruption to ongoing operations and maximize the ROI of the technology investment.
Challenge
With a focus on scope and meeting unmovable dates it became clear that training would need to be accelerated. The plan was to conduct comprehensive training with employees, managers and contractors but a shift in scope to align with the required timeline wouldn’t allow for this. This would leave a gap in training and present a large risk to the success of the overall project.
Training on a new CRM system is vital prior to any launch. Doing this ensures employees are equipped with the knowledge and skills needed to effectively utilize the platform, maximize its capabilities, and seamlessly integrate it into their daily workflows. As can be typical in these programs, the business had valid reasons for their accelerated timeline for launch.
Solution
Kona Kai jumped into action upon this discovery, providing a set of Salesforce training best practices and proactively presenting four different ways to approach training. After reviewing the options, timelines, and pros and cons of each approach, the client chose to move forward with Kona Kai to conduct discovery, create, and execute training for all end users.
A training team comprised of external and internal stakeholders was established to outline roles, responsibilities, and anticipated involvement of each party. Super users were also identified to serve as mentors, troubleshooters, and advocates for successful implementation within the organization.
To address the challenge effectively, Kona Kai devised a two-pronged approach.
First, educational videos were created covering fundamental topics like navigation and search functionalities, ensuring accessibility for all users. Secondly, detailed slide decks featuring step-by-step guides and screenshots were developed, serving as primary training materials and backup resources prior to a dedicated training environment being established.
Detailed training timelines were tracked and updated to provide transparency and ensure project initiatives were on track.
Results
Despite the time constraints, Kona Kai expedited the training process, conducting the first live sessions within two months. Being a certified Salesforce partner proved to be vital as extensive knowledge of the software and capabilities expedited the ramp-up time often needed for research and development of such materials. These sessions, targeted at key users, marked the beginning of an extensive training campaign encompassing various topics and audiences. By the project's conclusion, Kona Kai had successfully trained more than 400 individuals over a six-week period, enabling the client to navigate the Salesforce transition seamlessly. The client met their accelerated deadline and effectively leveraged their new contracting process, a pivotal objective achieved through the implementation of Salesforce.
Working with a Trusted Partner
Through agility, expertise, and unwavering dedication, Kona Kai emerged as a trusted and flexible partner, guiding their client through a challenging software deployment phase. This case study underscores the invaluable role of proactive consultancy in mitigating risks, seizing opportunities, and driving organizational success. Kona Kai extends gratitude to their client for the opportunity to highlight their adaptability and commitment to excellence in CRM consulting.
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