Tips for User Adoption

Shannon BoydSenior Sales Engineer, SugarCRM

April 2013

Every CustomerEvery UserEvery Time

Every User: Planning and measuring user adoption is key to a successful Sugar implementation. When users are enabled to take ownership of their daily success, and engage with the customer consistently and effectively, they gain the full power of using Sugar.

Presentation Topics

• KISS• Dashboard Management• Personalize and “Favoritize”• Give Notice• Spend a Day at the Track• Pick a Champion• Make a Plan

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KISS the Dashboard

• Follow the KISS method – Keep It Simple Sugar – Implement in phases, starting with functionality

that will immediately empower users.– Implement departmentally, selecting users who

embrace change and will become champions.

• Leverage dashboards fully– Set a clear starting point for a user’s day.– Create pages that categorize related

information.– Incorporate web pages.– Consider using Dashboard Manager.

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You Can Play Favorites

• Turn down the noise– Hide fields, panels and modules that don’t

apply.

• Personalize– Don’t Skip the Tour … – Teach users how to set language, currency,

themes and other personal items.– Install plug-ins and link to external accounts.

• It’s OK to pick Favorites– Click to Favorite records, reports, etc.

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Did You Notice I was Tracking You?

• Take Notice of Team Notices– Use notices to incent adoption.– “Jason created 32 accounts this week!”– “The support team closed 10 cases within 24

hours!”

• Spend a Day at the Track– Define an adoption period.– Leverage Tracker reports to measure user

adoption and progress.– Turn off Trackers when the adoption period has

ended.

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Influential Strategies

• Identify a Sugar Champion– Influence a positive CRM change.– Pick a respected team member, not necessarily

“the boss.”

• Jumpstart your on-boarding process– Use Sugar’s PS staff or a certified partner.– Focus your resources where needed; let Sugar

or a partner do the rest.

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Don’t Forget the Plan

• Make a plan– Define objectives.– Set deliverable dates and milestones.– Communicate progress.

• Appoint a “super user”– Train the trainer through the Jumpstart

program.– Set check-points for the super user to validate

that adoption is tracking to plan.

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Finally …

• Make few exceptions on “data of record.” • Make “user adoption” a milestone on your

implementation plan.– Define, measure, reward

• Toggle built-in Tracker reports periodically.

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Tips for User Adoption

Questions?

Thank you for attending this session

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