by  Arek Rojek

Optimize Salesforce for ROI

  3 min read

Feel like you're not getting all you need out of the Salesforce platform, but confused about where to start? You’re not alone.

Salesforce is a powerful system, but unless it’s properly implemented to best fit your business needs, it can fail to meet your desired ROI. System performance can be impaired and cause significant user inconvenience by a number of external factors.

To address these and other challenges, SoftServe’s Salesforce Optimization Audits review current problems, identify root causes, and provide a complete solution to address them.



  • Difficult to use—such as too many clicks to reach desired information
  • Implementation doesn’t reflect or align with your business model
  • Performance lags and is flawed
  • Quality of system-generated documents is lacking Identifying issues

You should start with your sales, service, and marketing heads. These departments will be the first to notice any functional problems. In addition, end-users will be the most open to discussing what needs fixing and how to do so.

Note: End users—especially salespeople—tend to overcome challenges by creating workarounds. Examples of these workarounds include registering a deal when its nearly closed, not registering sales activities at all, or sharing Salesforce and Excel files via email, instead of on the platform. Not only can this lead to inaccurate reporting, but any information about potential issues likely won’t reach IT.

Also, while CTOs and IT managers may know about technical issues and challenges, they may be unaware of any usability problems. Usually, if the sales data is recorded and consistent, IT won’t notice end-user issues.

Possible root causes

  • Mistakes made during discovery, focusing more on technical than functional features
  • Not reviewing and improving business processes, but implementing them as-is
  • Low code quality and improper tools for the company’s size
  • Bad template designs

Solving problems

SoftServe’s comprehensive Salesforce Optimization Audit consists of functional and technical components, beginning with our experts hosting workshops with your end-users to discuss any challenges they experience using Salesforce.

During this functional portion of the audit, the SoftServe team identifies which features have been implemented incorrectly, or that create difficulties as part of everyday platform use. The workshops take one to three days (depending on the review’s size and scope), and once concluded, our team provides a detailed report of findings. This report also includes an explanation of what configuration changes are needed and the extent of the work required to make them.

Equipped with these conclusions, a SoftServe technical expert will run CI/CD tools to evaluate custom coding quality and identify any programmatic challenges.

Following our technical analysis, a report is again shared indicating both custom coding issues as well as how to overcome any functionality problems these flaws may cause. Lastly, the technical report presents the scope required to make all necessary resolutions.

After both the technical and functional portions of the audit are complete, you’ll receive a final report that breaks down all functional and technical issues, along with proposals on how to fix them and the initial cost estimates of these changes.

Tools are only as effective as they one’s wielding them allow, and Salesforce is no different. Is your Salesforce platform waiting on you to unlock unrealized potential and ROI?

Let’s talk about your Salesforce optimization journey and how SoftServe can align your business needs with Salesforce’s capabilities.