By: Debra Engels & Rachel Illingworth
As with any transition, it may take time for your company’s Salesforce Classic users to adapt to the new Salesforce Lightning Experience (LEX). In order to ensure LEX transformation success, it’s important to consider and plan for the Worker Experience (WX) throughout the transformation. Here are eight critical questions to prepare you for the change to Lightning.
#1 – What percentage of the expected benefits of your LEX transition are directly linked to your workers embracing, adopting, and using the platform?
Consider and prepare for the impact your WX will have on the success of the transition. If your workers do not adopt Lightning, the implementation won’t be successful. Walk into your LEX transition with your eyes open. During transition, your main goal should be to supply your workers with the awareness, education, and training they need, so that it’s an engaging experience.
#2 – Who are your impacted workers?
Recognize the percentage of your workers who are impacted by the LEX implementation — take a broad view of the organization’s current level of process, system expertise, and geographical considerations before applying sweeping changes.
#3 – How much will LEX (and it’s customizations) impact your workers?
Discover your organization’s primary focus for the LEX transition. Are your workers simply acclimating to a new environment (LEX) (without changing any previous processes), or are you introducing your workers to new processes and a new environment?
We recommend using the Salesforce Run Readiness Check to assess the level of customization that your company will need for a successful implementation. This check evaluates user profiles, objects, components, and more. It then determines how a transition to LEX will affect your company. The finalized Readiness Report alerts you to areas that need attention before switching to Lightning.
#4 – What is the culture of change within your organization?
For a functional LEX, make sure your Worker Experience (WX) is engaging, and your Customer Experience (CX) offers effective service to your customers. Your company’s corporate sponsors work to educate workers on their new technological benefits, and provide LEX learning and development.
#5 – How will you communicate and prepare your users for the change?
It’s key to create a focused and timely communication schedule that takes your users on a journey from awareness, to excitement, to Lightning adoption. Identify and explain to your workers why the Salesforce LEX transition is happening, when the impact will occur, how the experience will benefit them, and how they’ll be trained and supported. Communicate early and maintain a regular cadence of information and updates.
#6 – What type of training will be required?
You’ll need to determine the level and method of training based on the unique aspects of your LEX. There are several options to educate your workers, including instructor-led training, self-paced eLearning, and cheat sheets. Once the level and method is determined, put together a training plan that covers the entire transition — including delivery, and post-launch and long-term support.
#7 – Are leaders engaged in the change?
Successful Lightning transitions hinge on the active support, buy-in, and participation of its business and technical leaders. A major step towards leader engagement is to identify a corporate sponsor. The sponsor offers ongoing direction and encouragement throughout the awareness campaign.
#8 – How will you measure the success of the LEX transition?
Just because your workers are regularly using Lightning, doesn’t mean you’ve successfully achieved LEX change enablement. Measure success on if your workers have adopted and follow best practices in the new Lightning environment. Get them involved, engaged, and on board with using Lightning on a daily basis. And when your business has fully transitioned to Lightning, keep an eye on your usage, effectiveness, adoption, and user-perception metrics.
As with any change, your workers may encounter roadblocks and experience frustration. But once you’ve answered the above key questions, you can create your Change Enablement Strategy roadmap. By preparing your workers for a truly enhanced experience, they’ll embrace Lightning (and every single one of it’s benefits).
Our ebook “Transform Your Worker And Customer Experience With Salesforce Lightning” delves deep into the Lightning CRM, explaining everything, from the fully customizable component library, to the Lightning App Builder. If you’re further along in your Lightning journey, set up a meeting with us to discuss your unique Lightning strategy.