Director of Product Management at Panaya, Ephrat Geisler, presents how to lead a successful change management process, to ensure user adoption and to keep your Org innovative.

1. A Healthy
Salesforce Org
Tips & Tricks
Ephrat Geisler
Director of Product Management
December 2020

2. • This presentation contains product features that are currently under development or testing or certification
• This presentation/overview of the new technology represents no commitment from Panaya to deliver these features
in any generally available product
• Features are subject to change, and must not be included in contracts, RFP’s, purchase orders, or sales agreements
of any kind
• Technical feasibility and market demand will affect final delivery
• Pricing and packaging for any new technologies or features discussed or presented have not been determined
Forward Looking Statement Disclaimer

3. Agenda
• What Keeps us up at Night?
• What is a Healthy Org ?
• What’s in it for Me ?
• Sneak Peek into Panaya’s new dashboard

4. What Keeps Us Up at Night?
• Legacy Orgs
• Limited Documentation (if any)
• High complexity
• ‘Pandora boxes’
• The ‘Unused & Unassigned’
• Loosing Control of the system
• Very demanding business teams (“I need this today”)
• Aggressive delivery timelines
• Very frequent Releases

5. What is a Healthy Org?

6. Last Time, We Talked About..

7. Today, Let’s Talk About..

8. Innovation
https://www.salesforce.com/ca/company/about-us/

9. Innovation
Be Innovative:
• In what you do
• In how you do it
https://www.salesforce.com

10. User Adoption
A successful change in Salesforce is measured by:
1) Technical Implementation
2) Business Implementation
3) Positive ROI

11. How to Ensure Successful User Adoption
1) Make sure you are solving the right problem
2) Communication is Key
• Do not surprise anyone with change
• Make sure to communicate every change: New features, enhancements, bug fixes
• Create a high-level of trust & visibility
3) Create a Successful Training Plan
• “If it’s not in Salesforce it doesn’t exist” (Say it at least 3 times)
• Start with: What’s in it for me?
• Clear action items / timelines
• Share step-by-step guides & cheat-sheets
• Q&A and Feedback
4) Select Champions
5) Measure & Monitor
6) Don’t Forget to Share Successes

12. Seamless Releases & Smart Change Management
Prepare a Checklist for Success:
• Be prepared for the release date
• Leave no loose ends:
• Know exactly what is going to be deployed
• Prepare Change Sets in advance
• List what needs to be done manually, in Production
• Make sure everyone you need is available
• Follow the steps & stick to the plan
• Pick the least-busy day for release (Sundays)

13. Characteristics of Healthy Salesforce Org - Summary
1) Innovative - Creative solutions, keep it simple & fun
2) A Seamless Change Management process - Release with confidence, minimal risks & bugs
3) Successful User Adoption - Solve the right problems, help the teams be successful

14. Benefits of a Healthy Org
• Increase the value your users are getting
• Improve efficiency & productivity
• Increase user adoption and satisfaction
• Reduce performance issues
• Accelerate Change Management & improve delivery times
• Manage a healthy system that is built to scale
• Deliver successfully, every time

15. Panaya’s New Org Overview Dashboard !

16. Change Intelligence by Panaya ForeSight
What looks like ‘just a small tweak’ may lead to an unexpected ripple effect:

17. Ephrat Geisler
Director of Product Management
egeisler@panaya.com