3 KPIs

That Measure Operational Excellence

INTRODUCTION CONTENTS

The success of any business depends on the success of Introduction 2

its operations. So how do you ensure that success? In this
KPI One | Lost Revenue due
e-book we’ll explore three key performance indicators to CRM Disruption Events 3
(KPIs) that can help move you toward operational
KPI Two | Cost of IT Staff Time Spent on
excellence. From addressing disruption events, to
Troubleshooting & Issue Resolution 5
managing IT productivity, to maximizing CRM adoption
and engagement, these KPIs will provide you with KPI Three | Sales Rep  Productivity 7

valuable intelligence on how your business is doing, and Conclusion 9

what it could be doing better.

2 3 KPIs That Measure Operational Excellence

KPI ONE
LOST REVENUE DUE TO
CRM DISRUPTION EVENTS
Gartner estimates lost revenue,
increased support staff, and other
costs add up to an average of
$42,000 per hour of downtime.*
3 3 KPIs That Measure Operational Excellence
Downtime Is the Enemy
In the “always on” era, CRM downtime is the enemy.
Unfortunately, in order to deliver the rich, seamless, and
personalized experiences your customers expect, you may
be incorporating custom code, third-party systems, or other
factors – which can inadvertently result in disruption events,
limiting the functionality of the system or shutting down
mission critical processes.
When this happens, you need a rapid response to resolve
the issue. Every minute of downtime can erode customer
satisfaction and tarnish your brand image. Not to mention,
Gartner estimates lost revenue, increased support staff, and
other costs add up to an average of $42,000 per hour of
downtime.* And when you consider that it takes an average of
27 minutes to assemble an IT response team for a meeting,
and the mean time to resolution (MTTR) for an outage is 200
minutes, it pays to beat the averages – literally. The "Duration
of CRM Disruption Events" KPI can help you do just that.
* Perlin, M. (2012 September 17). "Downtime, Outages and Failures — Understanding Their
True Costs" [blog post]. Retrieved from www.evolven.com.
HOW TO TRACK LOST REVENUE DUE TO CRM DISRUPTIONS
How to Track This KPI
Tracking this KPI is easy – the lower
you can keep the following values,
the better you’re doing:
• Number of high-severity cases
• High-severity case duration
• Mean time to resolution (MTTR)
• Size of incident response teams
• Average cost of high-severity events
4 3 KPIs That Measure Operational Excellence
Tips to Improve
The more closely you can monitor your platform, the more
easily you’ll identify issues before they become active threats.
Ideally, your CRM will offer access to data via an API so you can
have visibility into your CRM's performance. This, plus an alert
system, can allow your technical experts to reduce the number
of disruptions.
Need more help?
With Salesforce Proactive Monitoring you get 24/7 tailored monitoring by
a team of Salesforce engineers. When something happens, you’ll get
a smart alert with guidance on how to fix the problem, often before it
becomes severe. And that means faster mean time to resolution when
issues do happen.
KPI TWO

COST OF IT STAFF
TIME SPENT ON Less Time Troubleshooting “Break-Fix” Issues
TROUBLESHOOTING In order to move your business forward, you need your IT
& ISSUE RESOLUTION resources spending more time releasing new applications
and solutions, and less time troubleshooting “break-fix”
issues. On average, 60% of businesses claim that IT incidents

On average, 60% of have increased their IT team’s distraction and disruption. In

particular, high-severity cases that cause downtime or serious
businesses claim that IT incidents
system degradation can devour your IT team’s time and hold
have increased their IT team’s
your business back.
distraction and disruption.
The “Cost of IT Staff Time Spent on Troubleshooting & Issue
Resolution” KPI helps you understand how much time your
IT team is spending on reactive activities, putting you on the
road to getting some of that time back and investing it in more
strategic initiatives. This increased productivity can help avoid
additional staffing costs in the future.

5 3 KPIs That Measure Operational Excellence

HOW TO TRACK COST OF TROUBLESHOOTING & ISSUE RESOLUTION
How to Track This KPI
Again, tracking this KPI involves four
metrics you’ll want to minimize:
• IT time spent on issue resolution
of high-severity cases
• Size of incident response teams
• Number of high-severity cases
• Cost of a high-severity event
6 3 KPIs That Measure Operational Excellence
Tips to Improve
As with KPI #1, closely monitoring your system can provide
early warnings, enabling your IT team to catch and fix issues
faster – so they can keep their focus where it’s supposed to
be. And again, ideally, your CRM will offer an API to make that
process more efficient and successful.
Need more help?
Salesforce technical account managers (TAMs) provide case oversight so
your IT teams can focus on your other top priorities. You get faster incident
resolution (up to 71% faster as reported by our customers) and fewer of
your own hours spent on cases. And as a bonus, a TAM can help you learn
from each incident so you can improve operations and platform stability
over time.
KPI THREE

SALES REP  
PRODUCTIVITY CRM Introduces Efficiencies and Automation

The effectiveness of your sales team is a function of how much

time they spend doing sales. This may seem painfully obvious,
Most salespeople spend an but the truth is most salespeople spend most of their time
average of 64% of their time on doing things other than sales. In fact, according to our recent
non-sales activities, in no small survey, they spend an average of 64% of their time on non-

part due to inefficient processes sales activities, in no small part due to inefficient processes

and tools. and tools.

This is why a quality CRM is absolutely critical – it introduces

efficiencies and automation, streamlining sales processes and
significantly increasing sales productivity by helping your teams
spend more time building customer relations and driving more
revenue. According to Harvard Business Review, 52% of high-
performing salespeople identify themselves as power users
who take full advantage of their companys’ CRM technology.

7 3 KPIs That Measure Operational Excellence

HOW TO TRACK SALES REP PRODUCTIVIT Y
How to Track This KPI
Two variables can help you track this
KPI. You’ll want to minimize the first,
and maximize the second:
• Time spent on administrative tasks
(e.g., admin tasks, report generation, etc.)
• Number of users adopting the solution
8 3 KPIs That Measure Operational Excellence
Tips to Improve
To increase the effectiveness of your CRM and inspire greater
user adoption and engagement, automate workflows and
streamline processes as much as possible. Additionally, to
ensure system stability, keep customizations to a minimum
and leverage no- or low-coding options.
Need more help?
Consider the Org Health Assessment Accelerator. It’s a two-to-four-week
engagement, led by a Salesforce Specialist, culminating in a complete
analysis of your org, which will be invaluable in informing the changes you
need to make to reach the next level of productivity and success.
CONCLUSION Learn more

Management guru Peter Drucker is credited with saying “if you can’t We've got many other
measure it, you can’t improve it.” We’d add: "if you can’t measure resources that can
impact, then you can’t evaluate ROI.” support your journey.
Want to know more?
But how do you measure “operational excellence?” You divide and Give us a call at
conquer, that’s how. 1-844-275-4239

Our suggestion? Identify the most important things that your CRM
solution is supposed to do for you, figure out what's blocking you
from achieving your goals, and then describe those objectives and
blockers with numbers. We've helped get you started with three great
suggestions in this e-book.

Next step: Take those numbers to your IT team, business leaders, or

your partners — like Salesforce — and ask “how can we improve these?”

At Salesforce, our job is to make happy customers. We’re ready to help!

9 3 KPIs That Measure Operational Excellence