Fine Tuning your Salesforce System
Do you work in a company that has recently deployed Computer Telephony Integration or any other add-on or enhancement within Salesforce?
- How long ago did that add-on/integration go live?
- Who is currently monitoring the system setup?
- Are you capturing new ideas/improvements for changing the flow/logic of the calls?
- Does the solution still meet all of your original project goals?
- Do you already have a date set for reviewing/fine tuning the setup further?
Forgive all of the questions above. It's just that recently I've been working a lot on a Lawnmower engine (bear with me, I'll get back to Salesforce stuff shortly).
Whilst changing the oil et cetera, I suddenly started thinking of some of the Salesforce projects I have seen and I wondered how many of them were still following a planned service/maintenance schedule?
Have you ever worked on a change project where, once live, the project team has a celebration, and then 'returned' back to existing roles within the business?
Who monitors the ongoing solution in that circumstance?
I suspect that in some companies that after the initial delivery, the attentions of the project team moves on to a new technical challenge and the regular 'sharpening of the saw' stops happening.
I came across a very relevant example of this happening last week when I visited a customer who asked for a review of their computer telephony integration.
Their CTI solution had been set up to:
- recognise callers,
- create a new cases (it was a service line), and
- have various automated prompts and escalations managing the case through to closure.
After reviewing the last few months of interactions I found that:
- The telephone numbers in the ORG were inconsistent, often missing country codes, and were not a mandatory fields for new Leads being created. (Of course, we recommended our product RingsTrue to address that point).
- Several of the automation steps in Process Builder were referring to record types that no longer existed, and were no longer firing.
- The new customer service lead had the incorrect profile assigned to them and didn't actually see a lot of the milestone/escalation information on the case object.
- The internal CTI 'champion' who had maintained the call logic had left the business. This meant that no-one internally could change the audio announcements used on the telephone line, or alter the opening hours, or logic affecting the options that callers hear when calling in.
A quick 'tune up' got this customer's CTI integration running smoothly again.
Going back to my lawnmower one last time, I know that I need to service the small engine after every 50 hours of use. I wonder what the optimum service interval would be for your Salesforce environment?