Customer experience is the bedrock upon which brands are built, nurtured, and grown. But in our quest to deliver unparalleled customer service, we often overlook another essential group: our internal users. The ones who keep the engine running, answer the calls, close the deals, and solve the problems. Their experience within the organisation and with the tools they use every day, Salesforce included, is just as vital.
Think about the term "employee experience." It's the everyday stuff at work—the tasks, the tools (like Salesforce), and the team chats. It's crucial to make this experience enjoyable because today, your living room may also be your office, thanks to remote work.
Happy employees make productive teams which, in turn, results in satisfied customers. They know the business, are more likely to stick around and can bring fresh ideas to the table. So enhancing the employee experience isn't just good for the team — it's great for business. Employees who enjoy their work environment, including the digital tools they use daily, tend to be more productive, engaged, and motivated. They deliver better customer service and display higher levels of creativity and problem-solving. In essence, when employees have a positive experience with tools like Salesforce, it doesn't just make their work life better; it impacts the entire organisation, from team dynamics to customer satisfaction.
Keeping in mind that change management should be essential prelude to implementing a new tool, once you have Salesforce in place, what UI features does it offer to make the interface easier to use and more engaging for your team?
The Salesforce Path is a visual guide designed to streamline and simplify complex business processes across various objects. Whether you're managing leads, accounts, opportunities or custom objects, the Path provides a clear roadmap of the stages or steps involved, ensuring that users have a full understanding of where they are and what actions are needed next in the process. One of the best features of the Salesforce path is the flexibility to have different stages based on record types, meaning that various business processes or departments within an organisation can have tailored paths that reflect their unique workflows and needs.
For our purposes, we will focus on creating an opportunity path. Why opportunity?
This one is a quick win, with a few clicks of a button, you can break up the monotony of the Salesforce interface by celebrating your users as they progress through the sales process. I asked around, and apparently, salespeople love this. So if you’re not using this, try it out. In this example, let's enable celebrations whenever an opportunity is closed-won.
Stay tuned, next in the series are UX improvements like using image formulas, making the most out of dynamic forms, in-app guidance and more.
Checkout these guides to achieve more productivity & process automation with your Salesforce instance:
We are not just consultants — we are your strategic partners in achieving data-driven success. As certified Salesforce consultants with years of experience between us, we provide implementation, integration and proactive support solutions to help you gain a 360o view of your customers and achieve sales success.
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