Breaking it down
It all starts with mapping out your company’s resources, says Kayla. By getting a big-picture overview of staff, their skills and certifications, their specializations, and their level of expertise, it becomes a lot easier to delegate resources appropriately – all while maintaining quality.
Classifying resources can take different shapes, but Kayla recommends taking note of a few specific qualifications. There are the obvious ones:
And there are ones you may not have considered, but will go a long way for creating a consistent and high-quality experience for clients, customers and other employees:
When you layer all of these details together, patterns start to emerge – it becomes easy to decide, at a glance, who should work on what, who should be available as a backup, and who is best suited to communicate with a given client. There’s no more scrambling to find someone to take on a particular task; with everything defined, all you have to do is follow the process. You’ll also know right away what kind of a timeline you can promise to a client since you know exactly who’s available, what is their expertise, and how quickly they can get started on a new project.
The process that emerges from this type of documentation might look something like this:
By reducing downtime, you reduce extraneous expenses, project inconsistencies, loss of information, and – you guessed it – risk. Mitigating this risk has obvious benefits, like reducing Total Cost of Ownership and streamlining the integration process, which saves you time and money.
Without adequate documentation, the process is probably more like:
Other benefits of mapping out skills and certifications
There’s another major benefit to operating with structure and efficiency, which should be everyone’s #1 priority anyway – employee satisfaction. As we all know, happy employees do the best work. They also stay in organizations for longer. This helps preserve legacy knowledge within the company, making it faster and easier to deliver effective solutions.
Knowing your employees inside and out makes everything easier, faster, and more efficient – and more fun, too. So why not apply that logic to other areas of your organization? You wouldn’t jump into a software development project without clearly defining a process. Nor should you jump into a Salesforce project (or anything else, for that matter) without mapping out how to use your internal resources in the best way possible.
So before you embark on your next big Salesforce implementation, whether that’s alone or with a consulting partner, consider taking the time to map out your resources first. You’ll be glad you did.
For more information about our Salesforce implementation services, and how we can help streamline your next project, get in touch right here.