Can you teach me how to ………….. in my Salesforce CRM?

March 15, 2022
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General Blog

This is a question that we get asked all the time here at OYF Ltd and of course the answer of course is always ‘yes we can’. However, is this the best for you?  Allow me to elaborate.

Many businesses believe that using external consultants is extortionately expensive so tend to lean towards ‘I’ll learn to do it myself, that’ll save me money’, but let’s look at this in a bit more detail.  

We have learnt from the book ‘Bounce’ by Matthew Syed that to become an expert in something it takes 10,000 hours of purposeful practice, that equates to roughly 20 hours per week for 10 years.  We can learn the basics relatively quickly but to learn all the nuances and commit the practice to muscle memory is where the hard yards are put in.

Let’s use this principle now in relation to Salesforce.  Here’s a typical conversation we have with our clients.

Client: “Can you teach me how to load data into my system from a data list?”

OYF: “Yes, but can I ask a few more questions first”

Client: “Go for it”

OYF: “How often do you have the need to do this?”

Client: “Oh, not very often, maybe once every 6 months”

OYF: “Well this can be a very straightforward thing to do or could have a few complications. To load the data in for someone who has had years of practice could range from a few minutes to a few days depending on the complexity and cleanliness of the data provided. The real problems arise when things don’t go perfectly the first time and then there is a need to ensure we don’t corrupt the system, that can turn an easy job into a complex one and multiply the complexity and time needed many fold. So I could teach you to do it but I would strongly recommend that you spend your time in your own business doing the things that you are good at and have a maintenance contract with us so any of these little tasks can be done very quickly and on demand as and when they occur. How does that sound to you?”

Client: “So how much is this going to cost?”

OYF: “That depends on how much help you need. You can have a monthly support contract (hours or days) that essentially is prorated at £100p/hr or have a block of hours”

Client: “Does it cover more things than just data loading?”

OYF: “Yes, it covers anything that you need with regard to your Salesforce system. Fixing problems, setting up reports, Changing layouts, adding fields, system upgrades, anything really”

Client: “What’s the response time for this service?”

OYF: “Generally most problems can be fixed instantly on the other end of the phone, however for slightly more complex issues they will always start to be addressed with 24hrs”

Client: “OK, where do I sign up for ……………”

So I can understand how this may come across as expensive, however, what we often see is a situation where we have to pick up pieces after someone who hasn’t got 10,000 hours of experience ‘has had a go’ and unfortunately made a bit of a mess. A good analogy here is like the home DIYer who decides to hang a picture on the wall in their house to save money.  After they’ve put the nail through the water pipe and flooded the house it now takes a team of people to come and put the situation right at a real extortionate cost and timescale. Employing a good consultant in this area will give you peace of mind that things will be done correctly, fast, avoid disaster and leave you free to focus on your core skills in your business where you can really make money.

If you need Salesforce support or are looking for a CRM system designed around your business needs, get in touch with us today.

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