SugarCon 2013: Tips for user adoption


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  • While multi-phase implementations may have a finish date that is too far in the future for users to grasp, a simple “phase I” can describe a rollout that is bite-sized for easy consumption.Providing user’s with a roadmap for what’s important now (“today”) and an easy navigation to take action will promote a successful rollout.
  • Sugar’s native usage profiles are broad in scope and, perhaps, take focus off core functionality for an everyday user.Configuration and personalization are key concepts for the Admin and user, respectively, to implement what is important now.Once the excess is removed, users focus on meaningful data and functionality.
  • Studies show that people like to see their names in print. Really. Use the Team Notice panel to catch a user’s attention, tell them important information, and recognize their efforts.Sugar ships with several Tracker reports to expose interactions between users and the application. These Reports do consume processing cycles, so should be used intermittently to track usage.
  • The previous slides introduced practical tips tied closely to users signing on and effectively using Sugar every day.At a broader, strategic level, CRM implementation projects benefit from selecting at least one “corporate” champion, who will positively influence implementation and usage.The “boss” (aka “decision maker”) will necessarily be involved in selecting the CRM to be implemented; therefore, selecting additional organizational leaders who will drive users to the application is essential.A CRM implementation project should not be short-changed from a resource perspective – sometimes engaging external resources (Sugar’s Professional Services team or a Partner) is the best approach to ensure successful rollout.
  • Awareness of usage tips that come into play after login is important (all the slides up to this point in the presentation), but before anyone begins typing the URL in their browser, it’s important to have a well-defined plan that will at least outline “Why” the CRM is being implemented, “When” progress will be checked, and “How” success will be communicated.Identifying and training a handful of designated “super users” provides the first-responder advantage: issues are identified, escalated and resolved in-house and become part of the institutional knowledge (housed in Sugar’s knowledge base module) that ensures long-term adoption.
  • Data is every where – but for a successful CRM implementation, it is essential to designate what “master data” is housed in Sugar and ensure users know how Sugar data interfaces with other sources in the organization.At the onset of implementation, drive users to Sugar as the “data of record” and make few exceptions. This will establish data habits that lead to success.
  • SugarCon 2013: Tips for user adoption

    1. 1. Tips for User Adoption Shannon BoydSenior Sales Engineer, SugarCRM April 2013
    2. 2. Every CustomerEvery UserEvery Time
    3. 3. Every User: Planning and measuring useradoption is key to a successful Sugarimplementation. When users are enabled totake ownership of their daily success, andengage with the customer consistently andeffectively, they gain the full power of usingSugar.
    4. 4. Presentation Topics• KISS• Dashboard Management• Personalize and “Favoritize”• Give Notice• Spend a Day at the Track• Pick a Champion• Make a Plan 4
    5. 5. KISS the Dashboard• Follow the KISS method – Keep It Simple Sugar – Implement in phases, starting with functionality that will immediately empower users. – Implement departmentally, selecting users who embrace change and will become champions.• Leverage dashboards fully – Set a clear starting point for a user’s day. – Create pages that categorize related information. – Incorporate web pages. – Consider using Dashboard Manager. 5
    6. 6. You Can Play Favorites• Turn down the noise – Hide fields, panels and modules that don’t apply.• Personalize – Don’t Skip the Tour … – Teach users how to set language, currency, themes and other personal items. – Install plug-ins and link to external accounts.• It’s OK to pick Favorites – Click to Favorite records, reports, etc. 6
    7. 7. Did You Notice I was Tracking You?• Take Notice of Team Notices – Use notices to incent adoption. – “Jason created 32 accounts this week!” – “The support team closed 10 cases within 24 hours!”• Spend a Day at the Track – Define an adoption period. – Leverage Tracker reports to measure user adoption and progress. – Turn off Trackers when the adoption period has ended. 7
    8. 8. Influential Strategies• Identify a Sugar Champion – Influence a positive CRM change. – Pick a respected team member, not necessarily “the boss.”• Jumpstart your on-boarding process – Use Sugar’s PS staff or a certified partner. – Focus your resources where needed; let Sugar or a partner do the rest. 8
    9. 9. Don’t Forget the Plan• Make a plan – Define objectives. – Set deliverable dates and milestones. – Communicate progress.• Appoint a “super user” – Train the trainer through the Jumpstart program. – Set check-points for the super user to validate that adoption is tracking to plan. 9
    10. 10. Finally …• Make few exceptions on “data of record.”• Make “user adoption” a milestone on your implementation plan. – Define, measure, reward• Toggle built-in Tracker reports periodically. 10
    11. 11. Tips for User Adoption Questions?Thank you for attending this session 11