The adoption of Lightning is on the rise, as businesses are becoming increasingly aware of the multiple benefits Lightning can deliver in terms of increased productivity and faster time to market. But before reaping the benefits of Lightning, businesses will first have to move there successfully — a process often fraught with challenges.
As Salesforce consultants, we have enabled several organizations to move to Lightning and this blog highlights the top 6 challenges that businesses must consider. The blog also covers the mitigating recommendations to overcome these challenges.
#1 High customization in Classic can work against the benefits of Lightning
Salesforce offers great flexibility to customize its products to meet specific business needs. Classic is no exception. If you had a large-scale Salesforce Classic deployment, there is a good possibility that you might have done a high degree of customization in addition to the usage of out of the box features. The customizations can range from custom objects and components to Visual Force pages to homepage components to dashboard snapshots and more. These custom-built components can cause a considerable challenge as a direct migration without proper analysis might lead to an overload of technical debt, feature redundancy, and even performance issues.
Recommended Approach: A detailed impact analysis is essential to understand the following:
What are all the customizations done in Classic
Do you need all these customizations in Lightning?
Does Lightning have an out of the box feature for the customizations in Classic?
Prioritized list of custom components that need to be migrated to Lightning
Actions to optimize usage and performance
Once you have a view of these, high customization in Classic ceases to be an issue and turns into an opportunity to improve Lightning efficiency.
#2 Performance issues might slow down the efficiency
In a recent Salesforce Lightning Adoption Survey, about 60% of Salesforce users voted that productivity improvement is the principal reason for them to move to Lightning. However, Lightning migration without proper analysis can be counterproductive. This might lead to performance issues, such as low responsiveness of pages, higher load time, complexity in navigation through the forms and even overall scalability. One needs to adhere to Governor limits in terms of API usage. These performance issues will have a direct impact on the user experience and fall in their productivity too.
Recommended Approach: It is important to conduct a thorough Salesforce org health assessment to investigate and analyze any performance issues before moving to Lightning. It enables you to do a full assessment to identify unused components, bottlenecks that might cause the performance issues and recommends an alternative strategy to refactor custom components. A good assessment approach must include:
Org health tool reports
Data quality dashboards
Code analysis tools to analyze custom codes and their efficiency
#3 Correct adoption of new features
Salesforce Lightning is a feature-rich platform and claims to have over 850 ways it can accelerate productivity. However, a key question is if you need all those new features or use the features that are relevant to your business needs. It gets even trickier when you need to decide which features are appropriate for your business. An overload of features will not only slow down the efficiency but will have a significant impact on the user experience.
Recommended Approach: Maximize your returns by adopting a grounds-up approach with a Persona and Design-Thinking-led method that will help you articulate the business goals and the desired user experience. During this process, it is critical to interact with your SMEs in Sales, Marketing, Customer Service to identify a set of features that must be implemented in Lightning. This helps you to keep your Lightning light and fast.
#4 Buy-in from business end-users
The success of any platform is as good as its adoption and migration from Classic to Lightning is a major change. Your teams might be rightfully skeptical about the learning curve and the productivity issues the change might have. Sudden and large changes make the users uncomfortable and they might even struggle to find minor and every day used features.
Recommended Approach: Here again the Persona and Design-Thinking-led approach will help you identify who is the most impacted with this migration and set up required resources to manage the transition. Conduct several “Show and Tell” sessions to handhold the users to efficiently use the new processes, workflows and the features. In addition, do train the Admins and well-equip them to mitigate issues during the UAT and production.
#5 Delay in time to market
Several Organizations tend to build a lot of hype around Lightning once the decision is made to migrate. The hype is rightfully built to motivate the users to transition to the big change. However, with the overwhelming features that the Lightning offers, the actual implementation takes a long time that the entire enthusiasm fizzles out. At this point, the leadership team and the users start feeling it to be a new implementation than just a simple migration.
Recommended Approach: All of us want to start using the new platform at the earliest. To do this, firstly prioritize the features with which you can immediately roll out the new platform to select users and then to larger audiences. It’s good to lean on partners who can bring the Lightning accelerator kit that comes with actionable best practices, reusable accelerators and components that would rapidly move you from Classic to Lightning within the timelines you’ve set for the roll out.
#6 Scalability and future updates
The Lightning launch was just a starting point and since then Salesforce has released over 700 new features and it continues. While Salesforce is adding those features and functionalities based on the feedback from millions of customers, it might put tremendous pressure on the Admin teams to evaluate and implement such features. The entire process of understanding the new feature, its impact on the implementation and incorporating in the Lightning experience is no less a challenge.
Recommended Approach: One must design the solution on the principles of configuration and use of OOB features to ensure scalability of the org and preparedness for new feature updates. Mostly the components might be deprecated with the subsequent releases but if you approach at the platform level, the configuration accommodates business process changes due to strategy modifications, business expansion, new acquisitions and even while adding new users.
Brillio, as one of the largest Salesforce partners, has a defined approach, tools, and frameworks to help you transition with minimal disruptions. Our expert Salesforce consultants along with the tools, such as Lightning accelerator kit, the persona and design thinking-led approach, and best practices have enabled several organizations across the world to get the best ROIs from the Lightning migration.
The Big Question
How do you plan to have a low-risk and low-challenge implementation of Lightning experience? Are you aware of all the challenges that you might face during implementation or might face after?
A multi-faceted leader with expertise in Digital Transformation and Consulting, Mayank handles Customer Success, Solutions and GTM Strategy for Customer Experience Platform practice. He has guided technology led CX transformation of businesses across various domains