5 Metrics You Should Be Tracking to Measure Salesforce Adoption
Salesforce adoption is not just about getting users to log in—it’s about ensuring they’re using the platform effectively to meet business goals. As Salesforce administrators, we know that tracking adoption metrics is essential to understanding how well users are engaging with the system. And we also know how difficult it can be with Salesforce’s out-of-the box options.
By measuring adoption, you can identify areas of friction, focus on providing value, and ensure that data quality remains high. But which metrics should you focus on? Here are five key metrics that offer a good view of Salesforce adoption in your organization.
1. Login Frequency
The simplest metric, but one that tells you a lot: how often are users logging in? While login frequency alone doesn’t guarantee that users are fully utilizing Salesforce, it’s a strong indicator of basic engagement. If users aren’t logging in, they aren’t contributing to the data or benefiting from the platform’s functionality, which means that Salesforce isn’t providing value to them—or worse, they’re finding alternative methods to complete their tasks.
Why It Matters: Low login rates signal disengagement and indicate that users may be relying on manual workarounds or legacy systems. High login frequency suggests that users are at least interacting with Salesforce regularly, which is the first step toward full adoption.
How to Improve: If you notice low login frequency, start by assessing whether users understand the value Salesforce provides. Consider role-based training to show users how Salesforce can simplify their work, and ensure that key business processes (e.g., lead management or reporting) are fully integrated into the platform. Gamification strategies, such as badges or leaderboards, can also encourage users to log in more frequently.
2. Data Completeness
One of the most telling signs of adoption is the quality and completeness of the data users are entering into Salesforce. Incomplete or missing data suggests that users aren’t fully engaging with the system or may not understand how important accurate data is to overall business operations. Measuring data completeness involves looking at key fields, such as contact information, opportunity stages, or case details, to ensure that they’re being consistently filled out.
Why It Matters: Salesforce is only as powerful as the data it holds. Incomplete data compromises reports, forecasts, and overall decision-making. If users aren’t contributing accurate data, the system loses credibility, and adoption suffers.
How to Improve: To improve data completeness, enforce validation rules that ensure critical fields are filled out before records can be saved. You can also set up automation to make data entry easier or create guided screen flows that walk users through required steps. Regular data audits can help catch and correct any issues early on, while offering users ongoing feedback on their data quality will encourage better habits.
3. Record Updates per User
The number of records a user creates or updates is a key measure of how actively they are using Salesforce for their day-to-day tasks. Whether it’s creating new leads, updating opportunities, or managing customer cases, this metric reflects how much Salesforce is being used to drive core business processes. Low engagement here may suggest that users are completing tasks outside the system, or that processes aren’t integrated well into Salesforce.
Why It Matters: Salesforce is designed to centralize key business processes, and users need to be actively updating records for the system to function effectively. A high number of record updates indicates that Salesforce is being used as the go-to tool for managing customer relationships, sales pipelines, or service cases.
How to Improve: If you’re seeing low record updates per user, consider streamlining the system to remove friction. Too many fields or complex processes can discourage users from keeping records up to date. Tailor the interface to specific roles, removing irrelevant fields and reducing the steps required to complete tasks. Also, ensure that users understand the importance of up-to-date data for business outcomes like sales forecasting or customer satisfaction.
4. Dashboard and Report Usage
Dashboards and reports are some of the most valuable features in Salesforce, offering insights that help teams make informed decisions. Tracking how frequently users access and engage with these tools provides insight into how much value they’re getting from the platform. If users aren’t regularly viewing dashboards or running reports, it could mean that they don’t see Salesforce as a valuable source of information. This can be tricky to report on, but you can report on reports and group by Last Run Dates. Dashboards can’t be reported on, but you can query Last Viewed and Refreshed Dates.
Why It Matters: When users engage with dashboards and reports, it means they’re relying on Salesforce to understand performance metrics, track progress, and make data-driven decisions. Regular usage shows that Salesforce is becoming embedded in daily decision-making processes.
How to Improve: Encourage report and dashboard usage by creating custom, role-specific views that highlight the most important metrics for each user. Sales teams, for example, might need easy access to pipeline health, while service teams might focus on case resolution times. Additionally, send automated reminders or alerts for critical updates or performance thresholds, prompting users to check dashboards regularly.
5. Adoption by Role or Department
Salesforce adoption can vary widely across roles and departments, so it’s important to measure usage by these segments to get a full picture. For instance, your sales team might have high adoption rates, but your marketing or service teams may lag behind. By breaking down adoption metrics by role or department, you can identify specific areas where improvement is needed and tailor your interventions accordingly.
Why It Matters: Different teams use Salesforce in different ways, and understanding these nuances can help you address specific pain points. If only certain teams are adopting the platform, you’re not realizing the full value of Salesforce across your organization.
How to Improve: To drive adoption across all departments, ensure that Salesforce is configured to meet the unique needs of each team. For example, marketing may need automation tools and campaign tracking, while the customer service team requires robust case management features. Conduct regular check-ins with team leads to gather feedback, and consider creating department-specific training to address any gaps in usage or understanding.
Bonus: User Record Views
Options 1 through 5 are decent out-of-the box options for reporting on Salesforce usage and adoption, but have you ever been curious what your users are actually doing in Salesforce? With RecordWatch, the first Salesforce native solution available on the Salesforce AppExchange built specifically to measure and drive usage and adoption, you can bring everything together to get a full view of your users’ actions within your instance.
RecordWatch allows admins, managers, and leadership to see which records your users are actually viewing, when they’re doing so, and how frequently. At the user-specific, granular level, or aggregated at the Profile or Role level, this invaluable data paired with the other adoption metrics listed above will truly empower you to measure and drive Salesforce adoption.
Click here for an on-demand demo and see it in action.
