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Salesforce Adoption and Training

Adoption and training to maximize Salesforce ROI.

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Salesforce Adoption and Training

  1. 1. Kate HagemannDirector of Change Management & Adoption Bluewolf
  2. 2. All About Huntington Founded in the Midwest and headquartered in Columbus, Ohio, after more than 140 years, we still bear our founder’s name. We provide Personal, Business and Specialty financial services in more than 600 branches, at over 1,300 ATMs, online and through mobile banking across six states: Ohio, Michigan, Indiana, Pennsylvania, West Virginia, and Kentucky. Implementation Highlights: • 7,400 of our 11,000+ colleagues are active Salesforce.com users • Over 80% of active users are consistently logging in to MAX every 14 days
  3. 3. Meet MAX Phase One  Focus on Cross-Segment Referrals Management rolled out to all sales segments in early June 2010 – Business Banking, Commercial Banking, Private Financial Group, Mortgage and other (non-Retail) colleagues launched in MAX on May 10, 2010 – Retail and Customer Service Call Center colleagues launched on June 7, 2010 Phases Two+  Added Opportunity, Activity and Customer Management, Reporting and Dashboards, and custom Enterprise- wide Sales Process tools  Phases 2+ roll out segment-by-segment with incremental functionality adds beginning late in the second quarter of 2010 and will continue into early 2011 Systems Integrations will continue throughout 2011 and 2012 3
  4. 4. Change Management Overview Change Management Tactics:  Branding Salesforce.com internally as MAX  Adopting a Social Networking theme  Creation of “hbook,” a likeness of “facebook”  Creation of Comprehensive Cross-media communications plan  Multi-faceted and multi media Sales User, Sales Support User and Super-User (Champion) Training  Creation of the MAX Champion Network
  5. 5. hbook
  6. 6. Are you “Friends”with MAX on hbook? Colleagues can read their Leader’s thoughts on MAX and read Friends’ and Fans’ comments Colleagues receive MAX updates regularly on hbook and can register to become a “Fan”
  7. 7. Are you a fan ofMAX on hbook? Colleagues were asked to become a fan of MAX Champions and other colleagues were challenged to refer other colleagues to become fans
  8. 8. MAX Champions
  9. 9. Champion Recruitment & Success  Leveraged the executive management committee and segment leaders to recruit Champions  Our goal was to recruit 57 Champions  Offered the “Prestige” of being the Subject Matter Experts on THE top strategic initiative  Budgeted a modest stipend per Champion
  10. 10. Successes andLessons Learned
  11. 11. Everybody Loves MAX:Adoption Success Pre-Launch 1,00091% TrainingParticipation! Referrals! 30,000 Referrals!
  12. 12. MAX Fun Facts Five Month Post-Launch One Referral 50% of Over 3,400 More than from 6,500 Colleagues Colleagues = 8,300 Cross- Colleagues >20 Referrals Referral/Week Segment Wins Interesting Wins 6,600 Investments 4,300 Mortgages 1,110 Insurance 700 Policies Treasury 5,600 Loans/Lines Products 13
  13. 13. Key Take-Aways:Our Lessons Learned
  14. 14. What do you think of MAX? Colleagues have a dedicated mailbox for MAX questions and user suggestions Colleagues have a dedicated technical issues queue for MAX issues and technical fix suggestions
  15. 15. Feedback = Fixes Colleagues receive an email and an hbook article when we implement new functionality or put in fix suggestions…
  16. 16. Adoption Lessons LearnedCommunications Training1. Maintain a dedicated resource for 1. Ensure all segment Champions communications and adoption strategies are engaged in training sessions2. Use multiple channels to deliver both 2. Host a post training hotline for company-wide and targeted user questions communications3. Utilize Champions as communications 3. Get regular feedback from daily support and alternative post-training Champion calls during a launch4. Reward colleagues for being active and engaging in communications 4. Provide alternative training options (OLT, WebEx, Onsite)

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