If you are currently using Salesforce Classic, migrating to Lightning may not be a straightforward task, especially if your org is heavily customised. While it might not be the right time for many customers just yet, companies as big as T-mobile have benefited from the ‘upgrade’.
The transition project made T Mobile realise that their Salesforce not kept up with how processes had changed over time. Rather than just trying to replicate processes from Classic into Lightning, they redesigned the system around their new processes almost like they were implementing a brand new CRM.
Companies should view the move to lightning as much more than just turning on a new interface, it should be seen as a chance to streamline and optimise a CRM that might not have kept up with constantly evolving business processes.
“We started asking, ‘Why do you guys do this and do that?’ It was a good learning experience in how our users are actually using the platform,” Bird said. “When you transition to the new UI, it’s a great opportunity to ask, ‘Why are we doing this, and do we need to?’ I don’t need a bunch of custom buttons to streamline because we redesigned the sales process.”