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Many organizations invest heavily in Salesforce but never realize its full potential. Adoption challenges, unclear training, and resistance to new workflows often limit the return on investment. This is where Salesforce change management tools play a crucial role in driving measurable success.
Studies continue to show that technology investments only deliver value when users embrace them. If employees feel overwhelmed or disconnected from the system, adoption slows and productivity declines. On the other hand, when change management is prioritized, businesses see stronger engagement, higher data quality, and faster realization of ROI.
Without the right tools, teams may slip back into old habits. Processes that were designed to streamline work can feel like extra effort, data quality becomes inconsistent, and employees often turn to offline workarounds. Salesforce change management tools help prevent these pitfalls by keeping training in the flow of work, encouraging collaboration, and giving leaders visibility into adoption progress.
In the sections that follow, we will look at which tools Salesforce provides, common adoption barriers, and how TELUS Digital helps organizations maximize ROI through effective change management.
Related Article: Sustaining Change: Ensuring Long-Term Results and Continuous Improvement
Salesforce Features that Support Adoption and Change Management
Salesforce comes with a robust set of tools designed to help organizations manage change and drive adoption. These features not only reduce resistance but also build confidence by supporting employees in the flow of work. Below are some of the most valuable Salesforce change management tools and how they work.
In-App Guidance
This tool provides contextual support right on the screen. Instead of relying on manuals or remembering instructions from a training session, users receive prompts at the exact moment they need them. For example, when a new field is introduced, a pop-up can highlight where it is, explain how to use it, and guide the employee through completing the action. Using In-App Guidance ensures hands-on reinforcement, reduces errors and builds confidence quickly.
- Walkthroughs, prompts, and custom help appear directly inside Salesforce
- Users get step-by-step instructions when navigating new workflows or fields
- Teams avoid lengthy training sessions and gain support at the moment of need
MyTrailhead
This Salesforce change management tool extends Salesforce’s Trailhead learning platform but allows companies to create their own branded and tailored content. Instead of generic training, employees get lessons that mirror the exact workflows they will encounter in their jobs. Gamification elements like badges and points keep learning engaging, while continuous access ensures that training doesn’t stop after go-live. This helps reinforce adoption and supports long-term growth as Salesforce evolves.
- A personalized training platform that delivers customized, gamified content
- Organizations can build modules aligned to specific processes and roles
- Employees have a structured way to reinforce skills long after go-live
Lightning Experience
This Salesforce change management tool is the modern interface for the CRM platform, designed to be more user-friendly and customizable than Classic. Managers can configure dashboards to show team performance, while sales reps might see pipelines and top opportunities first. This role-based customization makes the platform feel relevant to each user’s daily work. By aligning the interface with actual tasks, employees are more likely to embrace Salesforce as a tool that helps them rather than slows them down.
- A modern user interface with customizable home pages, dashboards, and record layouts
- More intuitive navigation compared to Classic
- Allows tailoring to roles so each user sees what matters most to them
Reports and Dashboards
Reports and Dashboards provide transparency that motivates users. When a sales rep logs their activities and immediately sees progress reflected in a dashboard, it reinforces the value of entering data consistently. Leaders also benefit from real-time insights into pipeline health, customer service resolution times, or marketing performance. This direct connection between system use and business outcomes makes employees more invested in keeping Salesforce up to date.
- Real-time visibility into personal performance and team metrics
- Immediate feedback loop that shows the impact of accurate data entry
- Customizable views that align with business priorities
AppExchange Solutions
AppExchange functions like an app store for Salesforce. Organizations can choose from thousands of plug-and-play applications to expand functionality without needing heavy custom development. For example, digital adoption platforms can provide additional user guidance, while project management apps can help teams collaborate inside Salesforce. By filling functional gaps, AppExchange reduces the likelihood that employees feel Salesforce “doesn’t fit” their needs, making them more willing to adopt it.
- Thousands of prebuilt apps that extend Salesforce functionality
- Options for project management, digital adoption platforms, and adoption tracking
- Ability to close gaps between out-of-the-box Salesforce and unique business needs
Chatter and Slack Integrations
These Salesforce change management tools integrate communication into the overall experience, which keeps discussions tied to relevant records and workflows. A sales team, for instance, can collaborate on an opportunity directly within the record, sharing notes and updates in real time. By embedding these conversations, employees don’t need to switch between tools or rely on disconnected emails. This centralization reduces silos, speeds up decision-making, and makes adoption feel more natural as collaboration happens where the work lives.
- Embeds collaboration tools directly into Salesforce records and workflows
- Enables teams to share updates, ask questions, and stay aligned without leaving the platform
- Keeps communication tied to the work instead of scattered across emails or external apps
Related Article: The Value of Change Management in Digital Transformation
Common Barriers that Undermine Salesforce Change Management
Even with Salesforce’s powerful features, certain challenges can hold back adoption and keep organizations from realizing full value. Understanding these barriers is the first step toward overcoming them.
Over-Customization Without Governance
When Salesforce is customized too quickly or without proper oversight, the result is often clutter. Users may log in and see endless fields, confusing page layouts, or workflows that don’t align with their actual responsibilities. This makes the system feel heavy and unintuitive. Some common signs of over-customization include:
- Long forms that ask for data no one uses
- Redundant fields that capture the same information twice
- Workflows that create more steps instead of simplifying tasks
Without governance, small requests from different teams pile up until the platform feels overwhelming. A structured process for approving and testing changes helps keep Salesforce streamlined and user-friendly.
Classic vs. Lightning Transition
The shift from Salesforce Classic to Lightning often brings resistance. Lightning offers a cleaner interface and more powerful features, but employees who have grown comfortable with Classic can struggle to adapt. They may notice that familiar shortcuts no longer work or that navigation feels different. In many cases, productivity dips temporarily because:
- Users have to re-learn how to find information
- Common actions take longer until new habits form
- Frustration builds if training resources aren’t readily available
Successful transitions require clear communication about the benefits of Lightning and guided training to help employees see the value of moving forward.
Permissions and Profiles Complexity
When permissions and profiles are poorly designed, adoption suffers. Some users end up with access to too many features and get lost in unnecessary options, while others don’t have the permissions they need to complete daily tasks. Both situations create frustration. Teams often run into issues such as:
- Screens filled with irrelevant information
- Inability to edit or view data required for their role
- Bottlenecks caused by limited access to essential workflows
A thoughtful design of roles and profiles ensures employees see only what matters to them, keeping Salesforce simpler and more reliable.
Data Quality Issues
Trust in Salesforce begins with trust in the data. If migrated records are messy, duplicate-filled, or incomplete, employees start doubting the platform’s accuracy. Once that happens, they often turn to spreadsheets or offline records instead. Data challenges typically look like:
- Duplicate records that confuse ownership of accounts
- Missing fields that prevent reporting accuracy
- Outdated entries that misrepresent customer status
Strong data governance, regular cleanups, and clear accountability for maintaining records are key to overcoming these hurdles and ensuring Salesforce remains the single source of truth.
Lack of Embedded Training
Training is often treated as a one-time activity, with workshops or webinars before launch. But adoption rarely sticks when users don’t have ongoing reinforcement. Over time, workflows are forgotten and people slide back into old habits. This usually shows up as:
- Employees asking the same “how do I…” questions repeatedly
- Drop-offs in usage within months of go-live
- Teams creating workarounds outside the platform
By embedding training directly into Salesforce through prompts, guided tours, and refresher modules, organizations provide just-in-time support that sustains adoption long after launch.
Best Practices for Using Salesforce Change Management Tools Effectively
Having access to Salesforce change management tools is one thing, but using them effectively requires a thoughtful approach. Organizations that see the highest ROI treat adoption as an ongoing journey rather than a single milestone. The following practices can help keep employees engaged and ensure Salesforce continues to deliver value long after go-live.
Balance customization with governance
It can be tempting to tailor Salesforce for every request, but unchecked customization often creates confusion. Establish a governance team that evaluates new changes, tests them with end users, and ensures they align with long-term goals. This keeps the platform lean while still meeting business needs.
Layer training methods
No single training method will resonate with everyone. Successful organizations combine in-app guidance, MyTrailhead modules, and peer-to-peer support to reach different learning styles. For example, some employees benefit from hands-on walkthroughs, while others prefer self-paced content they can revisit later.
Use analytics to track adoption
Reports and dashboards are not just for sales performance. They can also track logins, data entry, and feature usage to reveal adoption patterns. By monitoring these metrics, leaders can identify teams that may need additional support and provide targeted reinforcement.
Encourage leadership buy-in
When managers actively use Salesforce and recognize employees for engaging with it, adoption spreads faster. Leadership buy-in signals that Salesforce is a priority, not just another system competing for attention. Regular check-ins and recognition programs help reinforce that message.
Reinforce adoption over time
Change management doesn’t end after the first training session. Employees need reminders and refreshers as processes evolve and new features roll out. Embedding ongoing learning into the flow of work prevents drop-offs and ensures adoption remains steady.
When these practices are combined with the full range of Salesforce change management tools, organizations can create a sustainable framework for adoption. The result is not only higher usage rates but also a stronger return on investment as Salesforce becomes a trusted, everyday resource.
Related Article: Empowering Employees as Change Champions: A Bottom-Up Approach
How TELUS Digital Helps Maximize ROI
Investing in Salesforce change management tools is only half the equation—success comes from knowing how to use them strategically. As a trusted Salesforce consulting partner, TELUS Digital helps organizations unlock the full potential of these tools and translate them into measurable business outcomes.
- Tailored Change Management Strategies: Every business has unique goals and challenges. TELUS Digital customizes Salesforce change management tools to align with your specific workflows, governance models, and team structures, ensuring adoption feels natural rather than disruptive.
- Hands-On Enablement: Technology is most effective when people embrace it. TELUS Digital provides enablement programs, training, and best practices so teams feel confident using the tools to support day-to-day operations.
- Proven ROI Acceleration: With experience across industries, TELUS Digital knows how to design change processes that reduce risk, increase adoption speed, and improve Salesforce ROI in less time.
By combining technical expertise with a people-first approach, TELUS Digital ensures that Salesforce change management tools become drivers of long-term value creation.
Partner with TELUS Digital today to unlock the full potential of Salesforce change management tools and drive lasting business transformation.
