Today we bring you the latest installment in our series of Employee Experience (EX) related eBooks, focused on how Catchpoint can help you guarantee optimal digital experience for your employees. In our last eBook, we looked at how you can best utilize digital experience monitoring for G Suite. In the latest edition, we demonstrate how you can use performance monitoring to ensure the optimal end-user experience for Salesforce.
As the most popular customer relationship management (CRM) tool for sales and marketing teams worldwide, Salesforce is the epitome of a business-critical application. It has an essential suite of prebuilt features, including account management, sales forecasting, and email integration. Sales and marketing aren’t the only teams that rely on Salesforce; it is also the dominant software provider for customer success teams, which rely on a rich set of features such as email ticketing, live chat, and phone support. Other departments, including finance and accounting, also depend on the CRM software to fulfill daily operational tasks.
Salesforce’s popularity is partly due to its extensive customization capabilities and ease of integration with other business-critical apps. Companies can connect Salesforce with the business tool of their choice: anything from financial systems and ERP tools to email and marketing automation. Developers have built entire businesses with Salesforce through AppExchange.
Salesforce-specific Performance Challenges to Watch For
Salesforce’s complex functionality and the number of possible integrations offer a huge amount of potential, yet also presents a series of potential performance-related challenges. These include:
- User ability to create customized reports, dashboards, and workflows can lead to slowdowns and increased load times.
- As businesses add more contacts to their Salesforce account, load times may also increase. Imagine your sales enablement team uploading thousands of contacts and the lag and/or downtime that may result.
- There can be latency at every integration point with other apps, as well as the possibility of outages due to a difference in sync time between apps.
- Network or last mile issues can directly impact employee productivity and customer experience.
The Necessity of Digital Experience Monitoring for Salesforce
As with any SaaS application, IT is in a challenging position: they are held accountable for every performance issue that occurs, yet they lack control over the Salesforce infrastructure. With a comprehensive monitoring strategy in place, however, you can re-gain visibility and hold Salesforce accountable to their Service Level Agreement (SLA) so that if anything does go wrong, you can work together to remediate it.
Further, it is important you monitor the Service Level Objectives (SLO) within your SLA from as many vantage points as possible to understand the digital experience of all your employees wherever they are based geographically. Catchpoint allows you to monitor Salesforce performance and availability from wherever your employees are accessing them: home offices, branch offices, airplanes, call centers, or shuttle buses.
With so much of the world’s workforce working remotely due to COVID-19, the importance of a reliable end-user experience is more important than ever. Catchpoint’s ability to offer a multi-layered set of insights into the performance of the entire Salesforce delivery chain will help employees stay productive and energized, ensuring that any outages and slowdowns can be quickly remediated before they impact your entire workforce.
In Forrester analyst David Johnson’s fantastic presentation at our recent virtual event, Remote CTRL, he talked about the importance of supplying the right resources to employees in helping them meet the demands of their jobs on a daily basis. Johnson shared Forrester’s finding that what makes people happiest and most engaged at work isn’t just recognition, pay-for-performance, or great colleagues, it’s about being able to make progress with their work every day on the work they believe is most important.
When Salesforce is down, not only is your company’s revenue machine down, but that outage impacts the productivity of your entire organization, so it is essential you monitor appropriately. Catchpoint’s pre-built Salesforce monitor saves you time by allowing you to monitor Salesforce specific workflows, such as a multi-step login process, without the need to write or maintain your own scripts.
What’s Inside the Proactive Monitoring for Salesforce eBook
Our latest eBook on DEM for Salesforce offers:
- Insight into the primary use cases for Salesforce performance monitoring.
- A comprehensive look at why you need to monitor from the perspective of your employees before any performance issues can impact their productivity and engagement, including:
- The way in which Catchpoint combines a browser extension with a lightweight application that runs in the background of your employees’ workstation.
- Critical information about Enterprise Nodes, which can be placed at any location behind your organization’s firewall.
- A snapshot of how Catchpoint allows you to monitor trends in performance over time.
- A detailed look at Catchpoint’s prebuilt Salesforce SaaS monitor and what it offers.
- Details of how Catchpoint can help end users solve their own IT problems while working remotely, reducing the number of IT tickets and the pressure on corporate IT and network teams.