Is it time for Salesforce Customizations?

If you have gaps with the business process that cannot be accomplished with “point and click” configurations, then it is time for customization.

If you have gaps with the business process that cannot be accomplished with “point and click” configurations, then it is time to customize Salesforce.

Salesforce is relatively easy to deploy combined with effective project preparation and planning in order to achieve a winning rollout. First, executive sponsorship is required so you have the support when creating the project team and gaining end-user adoption. The end-users, through identified key influencers, provide valuable feedback on how to improve Salesforce’s data-driven fields, tab locations, workflows, reports, dashboards, and validation rules. Prior to the launch, declarative tools are leveraged by the Salesforce Administrator to configure the platform so it functions based on the company’s requirements and end-user assessments.

Unfortunately, despite the configuration efforts, gaps still exist with the business process and the changes are a “must-have” for the business. In addition to the gaps, end-user adoption eventually becomes ineffective, sales team productivity and customer retention are decreasing, while company revenues are decreasing. The ROI of the CRM, as a direct result, is not meeting its’ lofty expectations. If you are in the process of implementing Salesforce or have been LIVE for some time and you have gaps with the business process that cannot be accomplished with configurations, then it is time to customize Salesforce.

Customizing Salesforce

Modules need to be customized with new code in order to address all business process and/or end-user component gaps. Customizing should be considered when you’ve exhausted your declarative (configuration) options in Salesforce. Developers use both APEX and Visualforce to accomplish these tasks.

APEX enables developers to create email and web services, perform complex validations on multiple objects, create complex business processes that are not supported by standard workflow, create custom transactional logic (over the entire transaction, not just with a single record), attach custom logic to another operation, such as saving a record, so that it occurs whenever the operation is executed, regardless of whether it originates in the user interface.

Visualforce consists of a tag-based markup language that gives developers a more powerful way of building applications and customizing the Salesforce end-user interface. With Visualforce you can: build wizards and other multi-step processes, create custom flow control through an application and define navigation patterns with data-specific rules for optimal, efficient application interaction.

Here are some high-level examples which Salesforce would require customs by a Developer utilizing APEX and Visualforce:

  • Poor UI/UX (Not personalized)
  • Correct data availability
  • Lack of automation
  • Inaccurate workflows
  • Missing custom calculators, emails, reports, dashboards
  • Addition of value-added Mobile Applications
  • Required integration with 3rd Party Systems

Finding the right team of business consultants and developers is critical

The team will design, develop, customize and enhance your solution to promote Salesforce end-user adoption, process efficiency, effectiveness, and visibility across the entire business. In addition, they will evaluate your current and future Salesforce requirements, business process and workflows to determine the most efficient way to customize Salesforce into a winning investment that effectively keeps your business connected to customers, streamlines processes, and improves profitability.

In order to meet the needs of your business, best practices point to customizing Salesforce. With complex systems and specialized business processes, customizing is now less the exception and more the new norm. For many organizations, it’s about selecting and implementing Salesforce and then customizing with a trusted development partner to maximize the benefits. Here are a few key benefits, identified by Forbes and Salesforce, that are impacted by customizing Salesforce:

  • End-user Adoption Boosted: Customs improve the end-user experience by making it intuitive, faster, personal and easier to adopt.
  • Productivity Increases: as end-user adoption is boosted, Salesforce productivity is increased.
  • Customer Retention Increases: As productivity increases, customer retention increases, which leads to accelerated profits.
  • Revenue Increases: As customer retention increases, Salesforce helps revenue grow.
  • Higher ROI: As revenue grows, ROI increases within 3 months after customizing Salesforce.

Salesforce makes everything from CRM to analytics to business processes easier and transparent. Ongoing, monitor and optimize the implementation, define and fine-tune your Salesforce metrics while keeping your end-users and business objectives in mind. Some Salesforce deployments do not always achieve the “winning” status for a variety of reasons. If you feel as though you aren’t getting that return on investment you were expecting it is time to customize Salesforce.

Contact us to learn more!

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