• Vasilis Papanikolaou

Thinking about Salesforce implementation costs? Think again.

Updated: Jul 1

Switching to Salesforce CRM is often touted as the elixir of digital transformation— and usually, it is. When properly implemented, the Salesforce platform empowers businesses to remain efficient, effective, and relevant in today’s fast-paced digital era. But sometimes, organisations don’t receive the value and return they expect from their investment.

It’s the implementation that will make or break your ROI.

Digital transformations aren’t off-the-rack experiences

According to the CHAOS Manifesto 2020, 31% of all IT related projects were successful, meaning they were delivered on time, on budget, with required features and functions; 50% were challenged, meaning they were late, over budget, and/or provided less than the required features and functions; and 19% failed, meaning they were canceled prior to completion or delivered and never used.

IT project success

If the IT projects were patients, they would have a survival rate of 31%, a chance of becoming sick of 50%, and a 19% chance of dying (“IT Project Management, A Geek’s Guide to Leadership” by Byron A. Love)

Failed and challenged CRM systems are rarely due to the software. It’s almost always due to the implementation.

Original thought and crushing reality meme

Original thought 1: “Let’s skip professional services and implement Salesforce ourselves. We have technical people, it’ll be easy. We’ll save a lot in consulting fees.”

Crushing reality 1: Your people already have full-time jobs and don’t have the time to learn and implement Salesforce on top of that. Even if they have months to study and learn, do you want your CRM to be their learning project?

Original thought 2: “Salesforce will deliver great functionality and UX out-of-the-box.” Crushing reality 2: There is some out of the box functionality, but you wouldn’t be considering Salesforce if that’s only what you needed. Process automation, customization and integration with your systems is where Salesforce shines. Paying for the top CRM and underutilizing it is not a good investment.

Original thought 3: “No need for project overhead. We just need someone to implement it quickly at a bargain price.” Crushing reality 3: The cheapest of anything is rarely worth it. Yes, senior resources and a proper implementation methodology with process analysis, UAT and training phases cost more in the beginning. A failed implementation however costs a lot more in the medium-to-long run.

What’s more expensive than implementing Salesforce? Implementing it twice.

From Shelfware as a Service

  1. Your business processes are not covered resulting in a lot of manual work. Some employees have already reverted to excel and stopped using your new CRM.

  2. You have worked with numerous freelancers to get low prices. Some things work, some things don’t. Fixing them has become as expensive as rebuilding most of the functionality.

  3. Data is spread among different systems in your company. Invoices are in the accounting software, sales activities in Linked and your email, product sales in your in-house system. 

To Software as a Service

  1. Your processes have been analysed and mapped in Salesforce. The system has been tailored to your business needs and not the other way around.

  2. A design and implementation methodology was followed. Stakeholders participated in all phases. Testing and training phases were not skipped. The implementation is well documented and according to best practices.

  3. Customer 360 gives you true visibility. You have gone the extra mile to integrate Salesforce with your systems and information flows as needed.

Find the right partner and get it right the first time.

At Robin we implement Salesforce systems that work and are actually used, not just delivered.

We will be a true partner in your Salesforce implementation journey and help you make the most of your transformation investment. What differentiates us is we are fast, reliable and responsive.

Let’s talk today about your Salesforce implementation journey.