Boost User Adoption with AI-Driven Strategies

8 July

User adoption issues are a common pain point in Salesforce, but sticking to traditional training methods won’t fix them. The real solution? Leveraging AI to actively drive user adoption, combined with the power of effective change management.

What You Need to Do:

If you want better user adoption, start using AI to actively shape how your users engage with Salesforce. But here’s the key: AI alone won’t drive lasting change. You need to couple it with solid change management strategies from the start. Together, they’ll ensure users not only adopt the platform but also engage with it confidently and continuously.

Here’s how to implement it:

Start with Change Management:
Before jumping into AI strategies, prepare your users for the change. Effective change management starts with clear communication about why Salesforce is being implemented and how it will benefit users. Invest time in outlining the expected outcomes, addressing concerns, and getting buy-in from key stakeholders. This ensures that your users are emotionally and mentally prepared for the transition.
Track Usage Patterns:
The next step is to set up AI tools that track detailed user interactions. Don’t just look at clicks, track how often users engage with key features, where they drop off, and which features they avoid. Without tracking this, you're guessing. Start here to get clear, actionable data. Ensure that this tracking is introduced early, so users see the value of the AI system from the get-go.
Identify Issues Early:
Once you have data on usage, apply AI to analyse the patterns. It will highlight where users are struggling before it becomes a bigger problem. For example, if a user isn’t using a key feature, AI can spot that behaviour, giving you the opportunity to step in and offer help before the user disengages completely. This helps avoid frustration and the sense that users are “falling behind.”
Offer Targeted Support:
AI isn’t just about tracking problems, it’s about fixing them. Use AI to deliver tailored, in-the-moment support. Whether it’s a training module, an in-app tip, or a personalised recommendation, AI can serve up exactly what the user needs to move forward. Don’t wait for users to ask for help, give them what they need before they realise they need it. This should be paired with your change management approach, so users feel supported every step of the way.
Adapt UI and Processes:
AI can also suggest improvements to your platform. If your users are repeatedly struggling with a particular step in a process, AI can recommend changes to simplify things or make the UI more intuitive. Apply these suggestions to make Salesforce easier to use, which in turn increases adoption. In parallel, use your change management efforts to communicate and get feedback on these changes, making sure users feel involved in the process.
Monitor and Iterate:
Once you've started tracking, iterating is key. Keep an eye on how users are progressing. As they engage with the platform and your support, new data will be generated. AI can help refine its recommendations over time, so the user experience gets better as your data grows. Change management will help ensure that the adoption process remains aligned with the wider business goals, continuously motivating users to stay engaged and embrace new features.

Why This Matters:

AI isn’t just a nice-to-have, it’s critical to ensuring Salesforce adoption is a success. But on its own, AI won’t solve all your adoption issues. Without the human aspect of change management, even the best AI-driven recommendations might fall flat. Clear communication, proper training, and leadership support help build trust and set the right expectations, while AI delivers personalised, data-driven support that ensures users stay engaged.

When you combine these two forces, AI and change management, you create a robust adoption strategy that addresses both the technical and emotional needs of your users. This leads to higher engagement, better usability, and ultimately, greater success with Salesforce.

When to Apply It:

If your Salesforce adoption is struggling, or if you’re rolling out new features, applying AI-driven strategies should be a non-negotiable part of your process. However, remember that the effectiveness of AI will be significantly enhanced when paired with upfront change management efforts. Even if adoption is going well, AI can help keep it that way and ensure your users are always supported.

Takeaway:

To truly maximise user adoption, stop relying on generic training and start using AI to give your users exactly what they need. Track their behaviour, identify challenges early, and offer personalised support. Combine this with upfront change management to ensure that users feel prepared, engaged, and confident in their new Salesforce environment. The result? More confident users, more engagement, and ultimately, a more successful Salesforce implementation.