Technology has been facilitating change in business for decades. Today, software innovation and improvement are arguably two of the most crucial responsibilities of IT teams. However, the investment of resources in new tech or major platform changes, such as a transition to the use of Salesforce, will go to waste if users do not adopt the change. An efficient, effective user experience is an integral piece of adoption of a new technology or process.

Oftentimes when Salesforce is initially stood up, it is being implemented to help accomplish large-scale business goals. The main focus is on getting the technology operational in a way that will facilitate a more efficient work environment. However, once in use, a need often arises for improvements to the interface of the tool itself. A well-built user interface is the key to getting users to actually use a new tool or tool set. You can build the most efficient process into your Salesforce org, but it won’t matter if your Salesforce users can’t figure out how to use it in their day-to-day work or if they feel that the change has made their work harder.

One large change or point of transformation isn’t enough to completely solve most business problems because you often wind up locating areas that aren’t working well or could be improved further. This is why Bluewolf’s Beyond team was born. In order to enable continued adoption and success of the new system, iterations on the new technology and processes are needed. Beyond takes this process of improvement and makes it engaging for users to help shape their experience and better facilitate their jobs. When asked how they do this, Beyond team members spoke about the importance of their weekly calls with clients to run through how each team member is adjusting to processes and whether there have been any difficulties in their daily routines while using their Salesforce configuration. The team describes themselves as a zoom lens — switching from viewing the business’s original goals in implementing the tools, to isolating individual issues users are having and providing solutions that keep them enjoying use of the tool.

Due to this team’s unique perspective of both the marketplace and Bluewolf clients, sometimes they help to create new tools where they are necessary. While working through the streamlining of clients’ price selection process, a need was identified for an easier way to price things in Salesforce that was more intuitive for the user. With collaboration between multiple teams, we created our own in-house price selection tool that we could easily customize for each client’s Salesforce instance. This saved time and money for future clients as well because Beyond team members can now leverage this pre-built tool to makeover the user interface of this common practice and make it much easier for users to recognize how to complete this process within Salesforce. That’s really what sets the Beyond Services team apart from other Salesforce support teams— their ability to solve for these areas of conflict between the business goals and the user experience by continually iterating on the design of the user interface.

Learn about more best practices for continued success with Salesforce by downloading the whitepaper The Innovation Mindset. Here we’ll dive deeper into continuing innovation with Salesforce and how to reap the benefits of the technology’s flexibility.