paving the path from solo admin to centre of excellence
TRANSCRIPT
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Paving the Path From Solo Admin to Centre of Excellence
Louise Lockie Head of Salesforce Support & Administration, Wilmington plc [email protected] @LouiseLockie
Managing the day to day support of a growing Salesforce instance
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i. Introduction
ii. In The Beginning
iii. The Early Days
iv. Recognising the Need for a CoE
v. Growing Pains - Surviving the Transition
vi. Approach – Define your CoE
vii. Structure
viii. Resource for Growth
Session Details
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Only Internal Resource With Salesforce Knowledge
Project Team with Business or Process Experience but also ‘Day Jobs’
External Help from a Consulting Partner
Focus on Development and Roadmap
In The Beginning There Was A Solo Admin
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First Deadline Met
Salesforce Instance Live
Users Trained and Online
Next Stop …
….
The Early Days: The Juggling Starts
Support vs.
Roadmap
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Are You:
Reactive rather than Proactive
Diluting your Salesforce Expertise
A Bottleneck of Knowledge
All Operation over Strategy
Not realising the full value of Salesforce
….Over-worked…..?
Recognising the Need to Build a Centre of ExcellenceIdentifying that it is time to increase resource and add structure
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Your Tools of Survival
Use a system to manage the support tickets
Encourage ongoing training
Be available - ‘Clinic Hours’ ‘SABWA’
Use technology
Use Chatter to communicate with users
Provide user guides and crib sheets
Trade efficiencies for goodwill and patience
Surviving the Transition (because it won’t happen overnight)Growing Pains
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DefinitionA team, a shared facility or an entity, that provides leadership, best practices, research, support and/or training for a focus area.
Key Decisions to be Made:
GovernanceGovernance can be thought of as: 'the systems and processes concerned with ensuring the overall direction, effectiveness, supervision and accountability of an organisation'.
Align with the businesses’ goals and strategies
Communication plan
Capacity - now and going forward
Structure - roles and responsibilities
Approach – Define Your CoEWhat do you need from your Centre of Excellence?
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StructureExecutive Sponsorship Business Users
ANALYSIS
Data Analysis
Best Practice
Process Review
Change Management
Adoption
Reporting
SUPPORT
Internal Help Desk
Guidance
Training
User Guides/Crib Sheets
Adoption
Reporting
DELIVERY
Configuration
Development
Process Review
Deployments
Roadmap
Technical Owner
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Considerations:
Number of users
Geography
Complexity of Instance
How will it evolve
Other Options:
Premier Support – Administration Services
Consulting Partners
Managed Service Contracts
Resource for GrowthWhat resource do you need and how to find it?
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Q & A
Louise LockieHead of Salesforce Support & Administration, Wilmington [email protected]@LouiseLockie
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Thank You
Louise Lockie Head of Salesforce Support & Administration, Wilmington plc
[email protected] @LouiseLockie
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