Paving the Path From Solo Admin to Centre of Excellence

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Transcript of Paving the Path From Solo Admin to Centre of Excellence

Paving the Path From Solo Admin to Centre of Excellence

Louise Lockie Head of Salesforce Support & Administration, Wilmington plc louise.lockie@wilmingtonplc.com @LouiseLockie

Managing the day to day support of a growing Salesforce instance

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

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

First Deadline Met

Salesforce Instance Live

Users Trained and Online

Next Stop …

….

The Early Days: The Juggling Starts

Support vs.

Roadmap

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

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

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?

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

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?

Q & A

Louise LockieHead of Salesforce Support & Administration, Wilmington plclouise.lockie@wilmingtonplc.com@LouiseLockie

Thank You

Louise Lockie Head of Salesforce Support & Administration, Wilmington plc

louise.lockie@wilmingtonplc.com @LouiseLockie

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