Organizations implement new solutions to bring together disparate systems, streamline processes and create a single source of truth for their information. For mission-driven organizations a new solution can improve operations and fuel their programs. And, the decision to adopt a new system can be rooted in the need for sophisticated technology and efficiency. The implementation of the technology, however, is often rushed and improperly planned. An effective implementation project can lead to a smooth transition, increased user adoption and a more efficient utilization of resources. In this post we will explain the five steps to successfully implementing a system: plan, design, build, deploy and support.

Plan: Set the Ground Rules

The initial planning process for any project clearly outlines goals, requirements and criteria for success with measurable metrics. This concept is often referred to as “SMART” criteria – specific, measurable, attainable, relevant, timely. The SMART framework helps inform processes by identifying constraints early on. For mission-driven lenders constraints can include a limited budget, challenging schedules and difficult resource allocation. A properly managed scope includes detailed documentation for budget and resource limitations. Putting in writing what is out-of-scope is equally as important as identifying what is in scope. Sharing the document with stakeholders aligns expectations across the organization and can lead to buy-in at all levels.

With an aligned vision for the implementation, daily users and the executive team can understand what to expect from their systems. Involving the team from the offset is easier when roles and responsibilities are clearly defined. If working with an implementation partner, identify who their point of contact is and who is responsible for escalated issues and decision making. The planning phase is a logical time to set in place communication methods, quality standards and risk mitigation tasks. The more clarity and buy-in there is at the beginning of the process, the more likely your implementation will be successful.

Design: Be Specific

The second implementation phase is design. After proper planning, an organization can look at the specifications of their requirements and consider how they will configure the system to meet their needs. At this point nothing has been built specifically for the organization. So, it is worth asking vendors or partners for proof of concepts, sample reports and demos on work they have completed in the past. See the solution in action for a similar use case, rather than working off of assumptions. The design phase puts additional emphasis on clarity, this time between an organization and the implementation partner.

Proper documentation is quite possibly the most critical aspect of the design phase. Ensure that all changes, specs and a full blueprint are always maintained and shared with stakeholders. These documents provide a holistic view focused on an organization’s business process, not system capabilities. Throughout the design process include all potential users in the conversation to collect their input and set realistic expectations.

Build: Test + Demo

The build phase of any project takes time. It is not unreasonable for an organization to request a demo of partially built solutions, especially when certain milestones are met. Consider an organization that is implementing a new loan origination solution. The workflow has been outlined in earlier planning and design stages, but the systems flexibility and configuration limitations can lead to new considerations. The build phase should be a cyclical, repetitive operation that puts an organization’s processes into practice through testing and demos.

This process applies to configured solutions as well as integrations. All aspects that touch the build stage of a project should go through ample testing, and if possible, be demoed. A loan origination system, for example, could begin with an online application built on an integrated tool that connects external data to Salesforce. Testing and demos ensure that fields are mapped correctly, language is consistent across every aspect of the solution and uploaded documents are stored properly and securely. Integrations are critical to the workflow and should not be overlooked during the build process. Just as an application is the first step in the origination process, reporting is often the final step. Identify how easy is it to create reports and if the tracked metrics are appropriate for the organization’s use case. Requesting a demo ensures that outcomes are meeting expectations from the beginning to the very end.

Deploy: Prepare for Go-Live

Deploying a new solution can be an exciting yet nerve wracking time. And, managing change at an organization is never a simple feat. Replacing a legacy system can be one of the most daunting changes because of user comfort level, expectations, and inability to see the bigger picture. Create a positive experience for users by preparing for go-live with ample training, detailed documentation and offering greater perspective. Training sessions are the most straightforward way to meet needs. A hands-on walkthrough of the system will give users the confidence they need and referencing appropriate documentation will make the transition seem less daunting. Explain the “why” behind certain functionality on a high level, as well as the “how” that is specific to the users’ experience.

Creating a proper change management plan takes time but is worth the effort. In a thorough plan, there should be set times to share information with users and request feedback. Consider what could be done to avoid confusion post go-live. Manuals and other documentation are a great resource, but most users will not read them thoroughly. Documentation should be a point of reference rather than required in-depth reading. Guiding elements within the system are especially helpful because they are readily available when needed. With proper training and guidance the system should be intuitive for users.

Support: Own the System

The final stage of implementation continues after go-live. The support phase is ongoing throughout the lifetime of the system and relies heavily on proactive maintenance. Organizations must understand that the system alone will not automatically lead to success. And, like the deploy stage, preparation will create the smoothest transition. A support plan will clearly identify points of contact, continue to build a knowledge base, and include time for enhancement and growth of the system. Organizations can have an internal support contact to resolve issues or can direct tickets to a Salesforce administration partner. Day-to-day support is critical to the ongoing operations. And, keeping an eye on response time is important to ensuring full adoption of the system by minimizing user frustration.

Documentation is provided through a knowledge base to increase efficiency and self-service at the organization. A new user or administrator should be able to quickly understand processes, integrated tools and system best practices. Considering turn over, planned programming and any other significant future event can make it easier to create a forward-looking plan that leaves room for technical enhancements and organizational growth. This can include updating technology, adding integrations to improve efficiency and ultimately staying ahead of the curve. A forward-looking organization ensures daily support is a quick and painless process, daily operations run smoothly and that there is still time for system enhancements.

Summary + Conclusion

Streamlining processes, creating a single source of truth and bringing together systems that have historically lived in separate spaces are all reasons to invest in a new system. Implementation can be a complex project including many moving parts and even more stakeholders. Properly planning and executing the plan, design, build, deploy and support phases of a technology project can be the determining factor in the success of a system implementation.