It’s no overstatement to say that digitalization can be extremely profitable for companies that undertake it. Per recent research from McKinsey, the top 10% of digitalized companies earn an incredible 80% of their industries' digital revenues. However, these improvements, while promising, are far from guaranteed — as research also demonstrates that 70% of large-scale initiatives never reach their goals.
At the core of this issue is a lack of preparation: unequipped sales forces struggle to operationalize their CRMs with incomplete training.
A successful, long-lasting implementation is a team effort, as leaders will depend on the people using those systems to ensure they get the most bang for their buck. Unfortunately, few teams have been appropriately equipped to follow through and deliver the results leaders expect.
Digitalization is an iterative process that starts with laying the foundation of a base CRM and addressing the critical issues immediately. But as employees use the new system, they naturally discover other areas that can be optimized by the CRM, vulnerabilities that might require additional tools, and more. However, employees cannot discover new areas for growth unless they are knowledgeable about how the software they’re using works.
As Antonia Moore, Gerent’s Senior Salesforce Business Analyst, puts it, “Unfortunately, it’s incredibly common for those using Salesforce systems to receive 2 to 4 hours of basic training before being thrown into things. These employees barely get the information they need to use the system properly, and there’s this prevailing attitude of ‘they’ll make it work,’ or, ‘it only needs to deliver for this particular project; they don’t need training.’”
“As a result,” Moore continues, “these people feel like they’re trying to cram a square peg into a round hole. They may power through and complete the job, shaving off the corners and making things work for a time: but the full potential of the implementation is never reached, and more often than not, those implementations fail.”
Technology training results in concrete benefits and long-lasting implementations
Leaders who want to get the most out of their investment should value it as a necessity. Technology training provides several concrete benefits that will translate to a more successful implementation with long-lasting benefits for the organization. Some of them are:
Being able to spot vulnerabilities and areas of potential growth.
An employee who knows the system can spot where it’s working best, where it may need additional support, and places where it is not currently reaching its full potential. As opposed to employees who use the system to bare minimum functionality, trained employees will deliver bigger results and ensure that your implementation only grows more successful over time.
A better return on investment (ROI) for the consumer.
When inefficiencies cripple process structures, the one who suffers most is ultimately the consumer. As untrained employees struggle with new systems, unable to use them to their full potential, they inherently create new operational hurdles. Employees do a poor job, the software can’t deliver, and customers are inevitably disappointed. Trained employees can use their new CRM to the fullest extent, converting shoppers into customers for life by providing positive, brand-unique experiences.
Better adoption and long-lasting benefits.
No leader can stomach the thought of investing in a massive transformation, only for their employees to not know how to use the new systems — or worse, fall back on old, inefficient business methods. Unfortunately, without proper training, low adoption is much more likely. Employees will wrestle with new systems, and either barely take advantage of them or give up entirely.
Technology training ensures that everyone is on board with the new system, knows how to use it, and that it subsumes its inefficient predecessors completely.
Empower your team to extract your implementations’ full potential
Not investing in technology training makes the road employees must take to get there much longer and riddled with inefficiencies. Technology training is any organization's best bet at efficiently establishing a firm foundation for transformation.
“A team is only as strong as its ‘weakest’ link,” Moore explained, “and so organizations need to focus on the employees who look at their new software and have no clue what they’re doing. They need to enroll these employees in training programs that can support them and impart such a thorough understanding of the system that they can train others in times of change management.”
“Only then,” Moore finishes, “can they make sure that not only is their business supported by a system that can eliminate inefficiencies, but a team that understands and maximizes the value of that system.”
To learn more about technology training offered by Gerent and how we can help your employees better understand the Salesforce ecosystem, give us a call to start your personalized journey with a consultant.