Monitoring and the driving adoption of your Salesforce solution

In parallel with providing hypercare and support, you should closely monitor and try to understand the adoption of your Salesforce solution.

As mentioned in point 4 in the previous section, you shouldn’t consider transitioning from hypercare to ongoing production support before you reach your adoption targets. Why not? If your solution isn’t adopted in the hypercare phase of your roll-out, how will you make sure it is adopted later and whose responsibility will it be? When your project enters the continuous improvement phase, the focus for many stakeholders will shift to new feature development, and for your roll-out/local deployment team to prepare for the next wave.

For these reasons, I would propose that you – as the one accountable for your Salesforce implementation – expand the scope of what hypercare entails, and when it may finish.

Let’s move beyond simple quantitative...