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Rory Duck, UX Designer
Salesforce CRM Findings for Nextera Energy
User Experience Insights
Survey Findings
Agenda
This report outlines a series of recommendations designed to enhance the Salesforce process for CRM.
1
Research Methods
2
Interview Findings
3
Next Steps
Research Methods
CRM Survey By The Numbers
1
Demographics:
101 Salesforce users responded
Distributed to 496 Salesforce users across business groups, including PMI, Mobility, DG, NEER Origination, NEET, and NextEra 360
2
Research Objectives:
Understand realities of Salesforce use
Gauge attitudes towards Salesforce
Identify pain points for users within the platform
3
Survey:
14 total questions
Both qualitative and quantitative data was received from the survey
Survey was taken via self-evaluation from the users
Statistics at a Glance
Demographics:
101 Salesforce users surveyed
43% of users have been using Salesforce for over two years
44% of users use Salesforce daily
Data:
-18 NPS Score
55% of users feel that they were somewhat trained in Salesforce
36% of users feel confident using Salesforce
73% are willing to participate in a focus group
On a scale of 1 to 10, with 1 being very difficult and 10 being very easy, users rated an average of 6.39.
Findings - Things They Like
“Love the activity insights, give me more.”
"The Salesforce team is very helpful."
1
Activity Insights
2
Confidence using Salesforce.
3
Continuous improvement
4
Salesforce team members
Findings - Things They Don’t Like
Complex Opportunities Management
Difficulty in managing opportunities due to complex data entry and required fields.
Researching Accounts
The process of researching accounts feels cumbersome and inefficient.
Tracking Customer Outreach
Current tools for tracking customer outreach lack efficiency and effectiveness.
Salesforce Mobile Platform
The mobile platform has usability issues, making it difficult for on-the-go updates.
Findings - Things They Don’t Like
Power BI Integration
Users face issues with the integration and functionality of Power BI for reporting.
Timeliness of Communication
There’s a need for more timely and relevant communication and insights within Salesforce.
General Usability
Excessive data entry and a non-intuitive interface hinder user experience.
Training and Support Needs
Regular and accessible Salesforce training sessions are insufficient.
Findings - Things They Don’t Like
Improving Dashboards
Enhanced dashboard and reporting features are needed to simplify data analysis.
Pricing Process
The pricing process is overly time-consuming, impacting productivity.
Pricing Visibility
Users often struggle to access and track pricing information efficiently.
Inter-departmental Coordination
Better tools are needed to enhance coordination between departments regarding customer data.
Findings - Things They Don’t Like
Leadership Review Mechanisms
Mechanisms for leadership review and feedback within Salesforce need substantial improvement.
Filters and Search Functions
The application of filters and search functionality does not meet user needs.
Data Entry
The current system requires too much manual data entry. There is a request for automation.
Recommendations
Simplify Opportunities Management
Action: Reduce the number of required fields and streamline the data entry process.
Benefit: This will make managing opportunities less cumbersome and more user-friendly.
Improve Researching Accounts
Action: Optimize dashboards and reporting tools to make researching accounts easier and more efficient.
Benefit: Enhanced tools will facilitate better account tracking and data consolidation.
Enhance Tracking Customer Outreach
Action: Develop more efficient tools for tracking and reporting customer outreach activities.
Benefit: This will improve communication and provide better insights into customer interactions
Upgrade the Salesforce Mobile Platform
Action: Invest in improving the mobile platform's usability and interface.
Benefit: A more intuitive mobile experience will facilitate ease of use for on-the-go updates.
Expand Training and Support
Action: Optimize dashboards and reporting tools to make researching accounts easier and more efficient.
Benefit: Users will become more proficient and confident in using the Salesforce platform.
Enhance Power BI Integration
Action: Address integration issues and provide training on using Power BI for reporting.
Benefit: This will streamline reporting processes and improve data analysis capabilities.
Improve General Usability
Action: Automate repetitive data entry tasks and simplify the overall interface design.
Benefit: This will make the platform more user-friendly and reduce the time spent on data entry.
Provide Timely Communication
Action: Implement mechanisms for more timely and relevant communication within Salesforce.
Benefit: Improved communication will enhance decision-making and responsiveness.
Facilitate Inter-departmental Coordination
Action: Develop tools for better coordination and data sharing between departments.
Benefit: This will streamline processes and improve cross-functional collaboration.
Increase Pricing Visibility
Action: Create user-friendly tools and reports that make pricing information easily accessible.
Benefit: Enhanced visibility into pricing will improve decision-making and efficiency.
Streamline the Pricing Process
Action: Optimize and potentially automate parts of the pricing process.
Benefit: This will reduce the time spent on pricing tasks and increase productivity.
Upgrade Dashboards and Reports
Action: Provide more customizable dashboards and advanced reporting features.
Benefit: Better dashboards and reports will help users gain actionable insights quickly.
Automate Data Entry
Action: Implement automation for repetitive data entry tasks.
Benefit: Reduces manual effort, minimizes errors, and saves time for users.
Enhance Filters and Search Functions
Action: Improve the filter and search functionalities to make finding data easier.
Benefit: Users will be able to locate information more efficiently, enhancing productivity.
Improve Leadership Review Mechanisms
Action: Develop clear and effective feedback mechanisms for leadership review within Salesforce.
Benefit: This will ensure constructive feedback and continuous system improvement.
Next Steps
Sprint Assignment
Once prioritized, tasks will be assigned to specific development sprints. This step involves planning and scheduling the work to be done, ensuring that the team has a clear roadmap for executing the updates efficiently.
PO Prioritization
The Product Owner (PO) will prioritize recommendations based on their impact, feasibility, and alignment with business goals. This ensures that the most critical updates are addressed first in the development cycle.
IT Review and Estimation:
Initiate a thorough review by the IT team to assess the technical feasibility and resource requirements for implementing the proposed enhancements. This step will result in a detailed estimation of time and costs involved.
Review Current Efforts:
Initiate a thorough review by the team to assess any current efforts to solve any related issues/recommendations based on previous user feedback.
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