Salesforce is the market leader in CRM/ERP software primarily due to its wide array of features, configurations, and integrations. While this makes it a uniquely valuable tool on its own, it also adds a level of complexity that has created a mini-industry in itself: Salesforce implementation partners.
The goal of these partners is to ensure that businesses maximize the value of their Salesforce implementation using the many tools that Salesforce offers to configure and integrate it, and the best partners can go above and beyond to program and integrate new tools and functionality to tailor the out-of-the-box solution to the needs of their clients.
Finding the right partner can drastically increase the ROI that a business gets out of implementing a new CRM/ERP platform through business process automation, streamlined workflows, and better management of data and assets.
Not all consultants are made equal, though, so it is vital to understand how to choose a Salesforce CRM implementation partner so that you get the absolute best from your CRM. Businesses in the market should look for the following:
| Expertise and certification with Salesforce | A bare minimum expectation should be that your partner has a long track record and certification with the platform. |
|---|---|
| Custom development background | Companies that can develop ground-up solutions can add features to Salesforce without extra perpetual licensing fees. |
| Comprehensive and collaborative onboarding process | Onboarding should be more than a few Zoom meetings; Good developers will do a deep dive into your business and offer a hands-on needs assessment. |
| Standardized plan of action | Experienced developers should be able to break their process down into clear steps for better progress tracking and accountability. |
| Quality post-launch support | A true partnership extends beyond launch day, with the best development partners offering extensive post-launch support, including iteration on applications that don’t perform as intended. |
Let’s break each of these factors down in more detail and explain why they matter so much when implementing Salesforce.
Expertise and Certification in Salesforce
Salesforce offers certification for developers seeking to be recognized as a reputable partner for Salesforce implementation. This certification in itself doesn’t require extensive experience, though, so it is essential that a firm also has case studies and results that they’re willing to share with you of prior implementations on which they have worked.
The reason this matters so much is that Salesforce is a platform with seemingly endless configuration, customization, and integration possibilities.
Each of these comes at a different cost, though, and while many partners without particular expertise could probably figure out what is generally available to solve any problems you have with the OOTB platform, they won’t be able to perfectly optimize it for functionality and value, leveraging free configurations before bringing in costly third-party integrations or custom apps.
It also makes them more qualified to troubleshoot the platform post-launch and help businesses work around Salesforce’s quirks, which those newer to CRM won’t have much experience with. Experienced Salesforce-certified devs will be able to head off any potential hiccups by anticipating them beforehand, drawing from their past projects for inspiration and knowledge on how to provide any desired functionality in the most seamless and user-friendly way possible.
Custom Development Background
While CRM implementation experts can be valuable, they are limited in what they can offer. Generally, they can help businesses configure the native settings and UI to fit your company’s needs, and recommend common third-party integrations to fill larger gaps in functionality.
This can be great for businesses that have around 95% of their needs met by Salesforce OOTB, but it can be challenging to know that before you’ve already hired an implementation expert to do a needs assessment. Additionally, anything they integrate will come with perpetual licensing fees alongside the ones you’ll already be paying for the CRM itself.
Custom software developers who also implement Salesforce provide far more versatility. Not only can they configure and integrate Salesforce even more effectively than implementation-only consultants, but they can also create custom applications that won’t cost your business a perpetual license fee, and will be your company’s own IP, increasing value.
This allows them to bridge much larger gaps in functionality and actively search for more opportunities to do so, since there is no incentive for them to shy away from potential issues to keep your business.
Comprehensive & Collaborative Onboarding Process
The only way to meet all of your needs is to first identify them. While most businesses are aware of the functionality they are paying to acquire, those without a ton of experience integrating CRMs as capable as Salesforce are often unaware just how much can be automated, streamlined, and managed through one.
As a result, the onboarding process is comprised mostly of a needs assessment process to identify both the features that you are looking for from the outset, and those that you may not have thought of that could move the needle for your business.
This is why seeking out an implementation partner with a more comprehensive and collaborative onboarding process than the standard application + Zoom meetings is crucial. A quality partner will offer all of the following throughout their onboarding process:
- A comprehensive application that covers all of the basic “X’s and O’s” of your implementation project
- Introductory meetings to familiarize both parties and lay out what you already know that you want
- Interviews with the intended end-users to identify your staff’s everyday needs and current software familiarity
- A comprehensive, hands-on deep dive into your workflows by the developers who will be guiding your implementation and crafting any new solutions you may need
- Optional in-person shadowing of your current staff by the implementation partner to achieve the clearest possible picture of what your business needs to run day-to-day
This is where you can weed out a lot of potential partners, as it is unfortunately not standard to do due diligence at this level, leaving value on the table for many client businesses.
Standardized Plan of Action
Accountability and alignment of expectations are vital in ensuring confidence that your implementation project is being completed in a timely and holistic manner. It can be easy for developers and implementation partners to take a “black box” approach wherein they put their heads down to get the job done, and their clients are left without a clear way to track progress. This creates unnecessary stress and makes it more difficult to plan other core aspects of the implementation process, like staff training.
So, when figuring out how to choose a Salesforce implementation partner, one immediate way to weed out a candidate is if they don’t have a standardized process with proven results with which clients can hold them accountable.
Use the 7T Implementation Framework as an example:
7T Salesforce Implementation Framework
| 1 | Planning and Preparation | Align objectives, define roles, and validate requirements with stakeholders. Based on these, we create detailed workflows for improved efficiency. |
|---|---|---|
| 2 | System Design and Configuration | Develop tailored architecture, configure workflows, and integrate with systems like HR Bamboo, DocuSign, and SharePoint. |
| 3 | Data Migration | Cleanse and migrate existing data using ETL processes. |
| 4 | Testing and Quality Assurance | Conduct workflow and integration testing, and ensured user acceptance and functionality met requirements. |
| 5 | Deployment and Go-Live | Seamlessly launch the system with minimal disruption and provide post-go-live support for smooth adoption. |
| 6 | Continuous Improvement | Gather feedback for ongoing system enhancements and monitor performance to optimize for long-term efficiency. |
With this, our clients are able to check on progress by simply inquiring about which step we are on, and we can set benchmark dates for the completion of each step from the outset to help them align their preparation with our progress.
Quality Post-Launch Support
The final feature that the right implementation partner must offer is quality post-launch support. Businesses shouldn’t be left on their own after their CRM goes live. They should have access to both traditional helpdesk support and channels to give feedback on how the implementation can be improved.
Learn How to Choose a Salesforce Implementation Partner with 7T
Choosing 7T as your Salesforce implementation partner means working with a trusted leader in CRM/ERP implementations and custom software solutions. Our proven methodologies, deep expertise, and commitment to client success set us apart, making us the ideal partner for your digital transformation journey.
Do you have more questions about how to choose a Salesforce implementation partner? Contact us today to schedule a consultation and discover how 7T can empower your growth!
