From Classic to Lightning Best practices for adoption success

Executive SummarySalesforce’s next generation platform, Lightning Experience, promises enhanced productivity, functionality, and usability for its users. To get its customers on its most promising platform, Salesforce® has announced that as of October 2019, all Salesforce® customers will have the option to switch to Lightning with a click of a button. On the one hand - this is great news. Lightning includes all of the best Salesforce® has to offer and it will only get better. Yet - it’s no secret that organizations are weary to migrate to Lightning. The risk may not be huge, but the amount of workarounds - and costs - to get it right, can be detrimental. Want to make sure your Lightning migration will stick? Read on.

Lightning sessionduration is

20%faster

Promise vs. Reality From a numbers perspective - there are many great reasons to migrate. According to Forrester1, migrating to Lightning has proven to improve the user experience and increase end-user productivity by 41%. With sales processes becoming more efficient, organizations are saving $1.59 Million over the course of three years.2 Other advantages include faster time to market, improved process efficiency, collaboration and overall business results.3 Salesforce® is even claiming a 341% increase in ROI from the move.4

From a user perspective - Lightning offers many great features that can back up the stats above. Starting with the homepage, Lightning offers additional features and dashboards, providing users with quicker access to what they need. For admins, Lightning includes drag and drop functionalities which eliminate the need to rely on code or developers to help create or modify pages. Einstein Analytics, Salesforces’® analytics platform, comes with additional drill-downs and insights not available in Classic. All of this is in addition to continuous updates Salesforce® keeps adding - and will continue adding to Lightning alone.

WalkMe conducted a study based on Salesforce® implementations across over 40 industries and hundreds of customers. Whether implementing Salesforce® Classic or Lightning from scratch for the first time, or migrating to Lightning from Classic - the average number of steps to complete a business process is almost identical: 7.4 for Lightning and 8.1 for Classic. So if processes require almost the same amount of steps in both Classic and Lightning - where is the advantage? The question one needs to ask is how long are these business processes taking? Even if the number of steps are nearly identical - it’s possible that the overall process is quicker in either Lightning or Classic.

1. The Total Economic Impact of Salesforce® Lightning2. 2017 Lightning Adoption Survey

3. The Total Economic Impact of Salesforce® Lightning4. The Total Economic Impact of Salesforce® Lightning

And that’s exactly the case - according to WalkMe’s data, the median session duration in Lightning is 20% faster than in Classic - multiplied by the time saved per session and user - the ROI Salesforce® is promising is apparent.

Overcoming the Barriers One of the greatest concerns when it comes to any change, is the question of productivity. How quickly can teams ramp-up again and continue working at least at the level they had been before the change? Further, how quickly can teams reap the benefits of the new tools - and ensure employees are able to continue doing their job from day one?

Lightning’s UI differs significantly from Classic and, in a way, it’s almost like transitioning to an all new CRM. As a result, users need to undergo a significant amount of training just to be able to navigate a new UI. The traditional approach to overcoming this requires time consuming classroom or webinar sessions, or complex, tedious documentation and training manuals explaining how to navigate the new system and take advantage of the new features now at your fingertips. The problem with this approach is that research shows that 70% of what is learned in the classroom is forgotten in one day.5 Which means that once your sales teams are back at their desks, only about a third of what they learned will actually be implemented. In addition, with each new version release - these materials quickly become outdated and the cycle of retraining begins again.

Another challenge has to do with the users themselves. While employees are inherently resistant to change, the multigenerational workforce creates additional challenges, or what’s called digital dexterity - defined as “the desire and ability of employees to embrace existing and emerging technologies to achieve better business outcomes.”6 In other words, employees today represent multiple generations with varied technological savviness - and a willingness to adopt new tools. Some may sit in the classroom and not remember anything when they get back to their desks, while others may think that they know better and won’t even bother to make the session. The bottom line: you may have the best sales reps in your industry, but if they do not know how to log an opportunity correctly in Salesforce® - then your business will suffer.

Overcoming knowledge gaps and user challenges requires a tool that can pick up the pace when users are off path - whether the user is aware of it or not; a tool that will meet your employees exactly when and where they need it. This includes when they need a push to get started from the second they open up Lightning for the first time, or alerts along the way to make them more productive.

5. Learning Solutions Magazine6. Gartner 4 Steps to Develop Digital Dexterity in Your Workplace

Lightning Fast Digital Adoption

Within the sales organization, teams struggle with productivity, scaling the business and having

true visibility across the sales cycle. To combat this issue, more and more tools are being adopted

across the sales ecosystem to help teams build pipelines, manage opportunities, discounts,

quotes, signing, invoicing and finally managing the customer and expanding the account. As a

result, organizations today are using several different tools just to manage the sales process end

to end. Yet every new tool introduced carries a heavy burden of adoption and usability - and the

same is true when migrating to Lightning.

With a digital adoption strategy, organizations can streamline their digital workplace and maximize

software usage for a successful implementation. With a digital adoption strategy, organizations

will benefit not only smooth change handling and high employee satisfaction - but also a quicker

realization of what their digital assets have to offer - and in this case, Salesforce® Lightning.

WalkMe’s Digital Adoption Platform for Sales is designed for organizations to realize the true value

of their entire sales digital ecosystem through in-app guidance, engagement and automation

tools directly on top of, and across Sales applications. WalkMe guides sales teams, increases

productivity, and ensures adherence to procedures and data integrity to help scale the business

and provide true visibility across platforms.

When organizations continuously implement new technologies, employees remain in an unproductive status quo because they are burdened, overwhelmed and frustrated as they bounce from one software to another.

Customer Case:

Spark Digital Spark Digital uses customized in-app Salesforce® training to slash costs, reduce errors, and

boost employee productivity

The Spark Digital team excels at matching clients with the right digital solutions. When they

turned the lens on themselves, however, they realized their own approach to training and

onboarding, particularly on Salesforce®, needed a modern overhaul. With the goal of reducing

employee training costs, eliminating errors, and improving productivity, Spark Digital turned

to WalkMe for a solution.

WalkMe provided a seamless and customizable overlay for the Salesforce® platform, offering

in-app guidance and support exactly when and where it was needed. After implementation,

Spark Digital reported company-wide improvements in product knowledge and productivity,

including a 25% reduction in employee errors—all while achieving the reduction in training

costs and time it sought.

Spark Digital used WalkMe’s intuitive, interactive training to boost Salesforce® proficiency

among its employees, effectively replacing costly face-to-face training with a customizable

real-time, in-app experience.

25% reduction inSalesforce® user errors

As part of Spark’s digital transformation strategy, the implementation of WalkMe’s

Digital Adoption Platform showed immediate, company-wide results, including:

20% reductionin training time

Increased employeeproductivity

Getting Started WalkMe’s study based on hundreds of Lightning implementations and migrations proves

just how much more complicated Lightning is for new users. Based on this data, when using

WalkMe for Salesforce® Classic, users will encounter 8.0 Smart Walk-Thrus* to complete

tasks. In Lightning, however, users will be prompted by 18.4 Smart Walk-Thrus - 230% more

- proving not only how different Lightning can be, but also the many different opportunities

there are to implement WalkMe. In addition, 35% more users will use WalkMe within

Salesforce® Lightning as opposed to in Classic.

So once you’ve established the need to migrate, and you’ve got the tool to do it - it’s

time to get started.

*Smart Walk-Thrus

Smart Walk-Thrus allow you to create tip balloons to help users through any process. Just like a GPS takes you from start to finish where you want to go, a Smart Walk-Thru will take your sales reps through a business process with interactive step-by-step guidance.

Use Smart Walk-Thrus for:• Feature Adoption: Shorten the time it takes employees

to adopt new software, features or processes.• Onboarding and Training: By providing immediate

and relevant guidance on screen, Smart Walk-Thrus allow users to learn as they work so no time is wasted.

• Support: Provide self-service support to employees with engaging and simple guidance for an effortless and personalized experience.

Setting objectivesBefore getting started, it’s important to set clear business objectives. These are some common

Salesforce® migration business objectives:

User Adoption

1. The number of users who have adopted Lightning features not available in Classic

2. Time saved (in terms of training sessions or time spent answering questions)

3. Money saved (in terms of $ spent on creating training materials, holding training sessions,

etc.)

Decreased Training / Reducing Support Questions

1. Time saved for team (in terms of training sessions or time spent answering questions)

2. Money saved for team (in terms of $ spent on creating training materials, holding training

sessions, etc.)

3. Time saved in creating and training in traditional methods (in terms of creating courses,

creating webinars, etc.)

4. Time saved for employee (re: attending classes, taking webinars, etc).

Increased Data Integrity

1. Number of transactions submitted correctly vs. incorrectly

2. Number of transactions completed by user type

3. Time and/or money saved eliminating incorrect data that can bottleneck a process

(ex. Sales enters incorrect data → legal sees the issue and puts it to the back of the

line → email is never sent to CS to assign the record → etc...)

The Path to Lightning Starts in Classic Salesforce® is a highly customized application. Over the years, organizations have cautiously

made changes and updates, to meet growing organizational needs and demands. Migrating

to Salesforce® Lightning is an opportunity to clean-up and simplify, but it is also a major

barrier - in the sea of spaghetti code, organizations lack the visibility into which business

processes remain relevant and which have been long forgotten.

To overcome this challenge, it’s important to first understand user behavior in Salesforce®

Classic, and then analyze the relevant business processes to keep - or even improve - when

migrating to Lightning.

Scope Your Migration

A successful migration will begin in Salesforce® Classic. With WalkMe Insights,* gain visibility

into existing software utilization and user journeys so that you know which business processes

are not only being utilized but that they are efficient as well.

*WalkMe Insights

Keep track of user progress - and more than just user data in elaborate graphs and charts. To drive meaningful behavior change for employees with a variety of adoption styles, you’ll need to translate analytics into meaningful insights that reveal why users succeed or fail across applications, allowing you to:

• Track application usage within Salesforce® Classic or Lightning• Unconver points of unintended friction and user confusion• Identify where and why your sales reps got confused or frustrated• Address usability issues on-the-spot by applying on-screen

guidance, tooltips, automated steps or just highlight recommended functionalities and features

Questions

Identifying Users& Their Needs

MeasuringROI

Maintenance& Support

Which features does Lightning

offer that Classic Salesforce®

environments do not?

Which users do these

features benefit?

How does it benefit them?

How will I measure the adoption

of Salesforce® Lightning?

What is my expected ROI post

go-live?

What are the trickle down effects

of a low adoption rate? Which

departments suffer?

Which team(s) will field

questions about Salesforce®

Lightning?

• Opportunity Progress Bar• Expandable Related Lists• Lightning is the same UI as

SalesForce®1 (Mobile), giving users a more standardized experience

• Sales team – Increased mobility with similar Lightning experience across desktop and mobile

• Internal admins – Reduced need for Managed Packages since many that you get In Classic are already tied into Lightning

• C-Level – More efficient organization

• Feature Adoption• Streamlined Sales Cycle• Increased Data Integrity• User Feedback

• Number of active users• More accurate forecasting• Shortening the sales cycle

• Negative ROI• Inconsistent Data Entry• Inaccurate Forecasting

• Salesforce® admins, other IT teams, Team leads, Training, etc.

Answers

When ready to transition to Lightning, think beyond the migration and focus on the value you want to gain. Ask yourself the following questions to scope your migration project:

Start Working from Day OneWith WalkMe, your users can get started with Lightning without skipping a beat - they can get started immediately, and enjoy all of the benefits without having to waste time in training sessions. Leverage Walk-Thrus and Smart Tips to complete tasks as usual, and utilize automation to complete processes faster. Once your migration is complete, continue to use WalkMe to introduce new features with each release, and improve work processes and sales efficiency.

SmartTips

SmartTips help address certain processes or forms on which users often make mistakes due to lack of sufficient instruction on the page.

Use SmartTips to add useful tips to confusing elements on Lightning or to validate fields that often cause user error.

• Use Guidance SmartTips to present users with additional information to what’s on the page or an input field. For example, you might

place a Guidance SmartTip on a Name field to clarify that the user should enter both a prospect’s first AND last name.

• Use Validation SmartTips to provide real-time feedback on fields before form submission. An example is a SmartTip on an email field

that will display if an incorrect entry is made and will disappear from the screen when the mistake is corrected.

WalkMe Automation

WalkMe Automation is simple to implement and requires no back-end or API integration. Use WalkMe Automation to:

• Automate processes related to and across apps

• Eliminate empty clicks and tedious tasks

• Increase efficiency

• Reduce employee and end-user error

• Improve user experience (“UX”)

• Enhance data integrity

ActionBot

The WalkMe ActionBot allows employees and end-users to accomplish tasks by engaging in natural conversations with a bot. ActionBot

enhances the user experience by eliminating confusion, errors, and frustration in order to complete tasks. Use the ActionBot to:

• Reduce support tickets by answering FAQs, automating common requests, and offering self-serve resources

• Streamline best practice processes across the sales cycle

• Increase efficiency and reduce errors in Salesforce® or other sales applications when creating and editing leads, opportunities or

creating project tasks

Smart Walk-Thrus

Smart Walk-Thrus simplify the user experience by providing on-screen guidance at the moment of need so that users can complete any

task successfully. Automate Walk-Thrus and serve as the Action component of the ActionBot. You can also create a Bot and Conversation

directly from a Smart Walk-Thru.

Auto-Steps

Auto-Steps complete element-oriented actions (like clicking links, clicking buttons, filling in text, and choosing a selection from a dropdown

menu) on behalf of your end-users.

What this looks like:

I’m New: New Lightning User Onboarding

Challenge: Users who migrated to Salesforce® Lightning are not familiar with the new layout structure and where to find what they used in the classic version.Solution: Create a welcome ShoutOut and an “I’m new” Launcher that will take users through the main building blocks of Lightning - customized to the user’s specific role.

Time Machine: New Lightning User Onboarding

Challenge: My organization just migrated to Salesforce® Lightning and some fields my employees use regularly have been renamed or changed, leading to confusion.Solution: Place Time Machine launchers on any page or section you need. When users hover over the launchers, a pop up window shows them how that page or section looked in the Salesforce® Classic environment. Users can reference the Time Machine window to situate themselves in the new Lightning interface.

Try it in Lightning: Classic to Lightning Transition

Challenge: I want to highlight something in Salesforce® Classic, let users know it exists in

Lightning, and encourage users to try it there.Solution: A “try it in Lightning” launcher next to items in SFDC Classic will transport users to where the item lives in Lightning.Measuring Success: Insights, not Analytics

Rate this Form: Classic to Lightning Transition

Challenge: I have a form in SFDC Lightning that used to exist in Classic, and I want feedback on whether the new form is an improvement or not.Solution: A “rate this form” launcher on the new form opens a survey so users can give you feedback on the new format and fields.

Why WalkMe: WalkMe is the leading digital adoption platform that transforms the user experience by closing the gap between humans and technology. WalkMe’s Digital Adoption Platform for Sales enables Sales organizations to realize the true value of their entire sales digital ecosystem through in-app guidance, engagement and automation tools directly on top of, and across Sales applications. WalkMe’s invisible overlay guides sales teams, increases productivity, and ensures adherence to procedures and data integrity that help scale the business and provides true visibilityacross platforms.

Drive adoption to shorten time-to-valueWith WalkMe, accelerate time-to-competency for new sales reps by shortening the

onboarding and ramp-up time. WalkMe provides on-the-go training and improved

knowledge retention, while simplifying complex systems with task-specific training.

Drive sales efficiency and accuracyWalkMe’s contextual guidance guides users through complex processes, detects and

corrects data entry mistakes before they occur, and alerts users to new features. In addition,

WalkMe provides insights into software usage and employee productivity across the sales

cycle, offering visibility into software utilization and user journeys.

Scale the sales organization to drive revenueWalkMe automates best-practice processes that sellers are expected to execute regularly,

proactively surfacing business indicators in order to finetune sales execution. In addition,

cross-platform integrations expedite data-driven decisions and trigger workflows for quick

and efficient process completion.

Realize true change management With WalkMe, accelerate cross-application adoption for all users with on-the-go training.

Leverage task-specific training and guidance to simplify complex systems and processes,

and to improve knowledge retention. Ensure users are aware of and can adopt new features

with contextual guidance and strategically-placed shoutouts.

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