Don't "Just Do It!" Roadmap It First

Despite wanting to hit the ground running, don’t “Just Do It” when it comes to your Salesforce implementation. When you’re a bank or credit union that’s been waiting for an enterprise solution to customer relationship management, it’s tempting to push to move, move, move. But believe me, you’ll be prouder to implement an effective, thoughtful roadmap first. Like planning a running or hiking trail, you will know where you’re going, approximate times, and what to expect along the way.  

Let’s look at what a good implementation roadmap entails. We will assume you have already selected Salesforce (but we can help with that decision making if needed – contact us here). Once you’ve made the decision, here are three primes of roadmapping. 

Roadmap prime #1: Look where you’ve been to chart where you’re going. 

Before you embark, assess where your financial institution has been, where you come from. Do this by reviewing your business vision. Revisit your objectives and goals. Remind yourselves of your “why.” 

Use this retrospective information to trace a mental line to the future. What is it you desire to achieve? What part does Salesforce play in that strategy? Which of the Clouds is right for your goals? 

Roadmap prime #2: Document the business goals related to full utilization of the platform. 

You likely started the process of vetting CRMs to solve specific problems that your bank or credit union is facing. In this stage of roadmapping, you’ll revisit those original challenges and use them to draft goals. Starting with the broadest issues financial institutions typically face: 

• Are you looking to acquire and retain more customers or members? 

• Does your customer relations program need attention to prevent attrition? 

• Is data management a primary objective to prepare your financial institution to scale? 

• Will departmental communications and processes be improved? 

• Is it time to create a streamlined, clearer sales pipeline? 

Write and rank the business outcomes that provided the impetus for selecting Salesforce – and that now drive your momentum for implementing it – in a way that aids adoption. Take the high-level objectives and now get granular about your goals, timelines, and what success looks like. Write your goals in clear language and make sure they’re measurable. 

Often, this point in your journey is where many businesses bring in a partner to assist with the gap between the challenges and related objectives that are known and the lesser- or unknown possibilities of the Cloud product(s) available. A good consultant will refine the options and recommend those products and processes that help you achieve what’s best for your institution. 

Roadmap prime #3: Overprepare for migration and go-live. 

Your preparation is about to both pay off...and be tested. For many teams, this is the roadmap point that is the most appealing, so they “Just Do It” and jump in here. Your strategy of spending time at the first roadmap points will be rewarded because you’ve prepared and you know where you’re going. But challenges still lie ahead. Stay focused. 

In order to prepare for migration of data, process refinement, testing, and ultimately, launch, you’ll want to first appoint the right team members. In addition to representative members of various departments, identify a Stage Owner and an Experience Owner. Clarify responsibilities and how handoffs will happen. Who needs access or licenses? Who needs to be involved, and who needs to be informed? How often will you meet? How will status updates be shared? Again, consultants like Tria Prima can be invaluable if you’ve not yet experienced an implementation and migration of this magnitude. 

Shifting customer data seamlessly and simultaneously communicating internally about training, what to expect, and progress requires transparency and frequent check-ins. It also requires a staff that is comfortable with dealing with setbacks and being proactive about problem solving. Assume things will go wrong, and then celebrate the heck out of everything that goes right. With perspective and patience, you’ll have “Just Done It” sooner than you think.