• Amy Grenham


Updated: Apr 27, 2020


Disruption is the new normal. When everything is changing quickly in terms of your customer’s requirements and timelines, we look at how you can realistically manage to keep on delivering smoothly.

Businesses everywhere have just had the world turned upside down. So much has changed overnight and we all need to get ready to change the way we do business. If you are currently on Salesforce, here are some pointers on approaches and tools that can help you streamline the process of getting new customers up and running quickly on your solution while minimizing complexity.

What we will cover in this post has always been important, but in the face of additional disruption and complexity outside of your control, now is really the time to fast track the management of what you can control.

With this in mind, we have put together the following Q&A on managing project continuity via remote teams, on the Salesforce platform.

What do I need in place to keep my customer projects on track, faced with changing demands on my existing team?

There are a lot of features that come with an Onboarding Project Management app, but when it comes to managing team continuity, there’s one feature that really needs highlighting as the one that is going to count. That’s the board view.

This is a visual kanban-style ‘board’ that everyone works from. It’s likely you already use some Agile tools that incorporate a kanban view, for example, Trello or Jira.

In separate race-lanes you can see exactly what your project status is at a glance. There’s a column for what’s coming up next, in progress and still to be completed. The real advantage here is that anyone can log in and pick up someone else’s tasks exactly where they were left off.

It's tough sometimes when someone has all that knowledge in their head. What if someone is out sick? At least we can look at a board and think, ‘OK, what does ABC have to do?’ and then we can pick it up.

Stephanie Schapero

/ Project Manager, Scout

Why not just use Trello then?

Certainly you can, and in fact this would definitely be sufficient for many smaller businesses (or smaller departments within larger organizations). However as soon as you start trying to scale Trello, across many different customers on many different products and services, it all becomes unmanageable very quickly.

What’s more, these tools are not native to Salesforce (we’ll come back to that), that’s to say that while there are integrations available, they have not been designed and built specifically for this purpose.

And then, of course, certain simple-kanban tools don't have repeatable Playbooks...

What’s a repeatable Playbook and why do I need one?

When it comes to onboarding customers to your product or service, while no two implementations are identical, within customer segments it’s very likely that there is a lot that is the same. That’s where Playbooks come in; these are the repeatable processes that roll out at the click of a button. As soon as you close a new customer, everyone gets to know what their next step is.

By getting these Playbooks down now, you’ve just gone a long way to mitigating the risks of depending on individuals who may be in high demand across multiple projects, and that’s the only way to scale.

Precursive OBX was the catalyst for us. It really forced us to take a look at our process, the knowledge we had and document it. We were growing to the point where we really needed the ability to scale, and scale efficiently and effectively. And we've been making a lot of investments into updating our processes, putting everything into Salesforce and coming up with standard procedures. It was a company wide initiative.

Annabelle Tisher

/ Activation Director, Scout

Is Salesforce-native important?

If you aim to have Salesforce as the single source of truth in your business, then yes, this is fundamentally important. Here’s a quick list why:-

  • A Salesforce native Customer Onboarding Projectment solution will work seamlessly with your Salesforce data, so you are always working with real-time information.