Salesforce tasks are the foundation for your team’s collaboration and productivity. It is a record of what has to be done and what has been done. In our Salesforce consulting, we work with teams around the mantra, “If it’s not in Salesforce.com, it did not happen.” It is a rally towards both accountability and driving execution for a business process in sales, marketing or operations.
Salesforce Tasks ZeroInbox
It is important for your team to be able to depend on each other. Best practices need to be adopted by each user to drive a culture of expectations and execution. A zero inbox mentality needs to be first and foremost. This is a relentless focus on having any current and overdue tasks completed by each user.
When a user logs into Salesforce.com each day, they should have their Home Dashboard view set to all current and overdue tasks. These are either self-assigned or assigned by others around Accounts, Opportunities, Leads or a custom data object. Tasks ultimately contribute to a project. Multiple users may have different actions associated with the same data object. For example, seeing each other’s open tasks in the Opportunity record as well as completed activities helps everyone have context with the respective deal and people involved.
If your team completes all activities and assigns all next steps, then you have a measurable way of knowing that your operations are working. Nothing is left to chance. It’s in Salesforce.com and accounted for.
The hard part is helping each team member always think about next steps and, respectively, assign them to the right people on the team. Drive for daily task completion.
Past Records And Future Work
Managers have a powerful way of understanding the load balancing of workloads between team members. With this real-time and transparent information, tasks can be reassigned or new hires can be made at the right time. Having reports which help you understand the amount of completed and outstanding work allows for process control.
Your records have associativity to completed activities and this affords you a powerful audit trail. This can be used for many purposes including legal, customer service and sales metrics.
Culture is hard to shift. Getting your culture into the mindset of capturing and executing all Salesforce tasks helps you design business processes with predictable and repeatable results. The ultimate customer experience can be had and delivered within your system with such careful attention.
What challenges do you find in your Salesforce.com execution?
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