6

Unsiloing workflow capabilities from the Rev Ops/Sales Ops team

Hello! As the no code/low code world explodes we found some interesting data that is a bit controversial and curious to get others thoughts.

- 33% of people outside ops an IT are now building workflow for themselves connected to CRM

I see lots of teams go one of two ways...

1. If you're not in ops, DON'T TOUCH SALESFORCE
2. We let people explore tools, including personal workflow capabilities as they see fit, even it connects to SFDC.

What are your thoughts?

BTW - full data here on this topic https://www.troops.ai/blog/state-of-crm-and-messaging

  • Sign in
    Comment
    • 1
      Profile picture of Mark Lerner
      @marklerner
      ( 2.3k POINTS )
      3 months ago

      Great question and insights @scottb! I think it’s dependent on the company, particularly its size. There’s a lot more room for non-ops folks to mess around in systems when they arent super complex and depended upon by hundreds of people. As a org scales, I think that freedom decreases (as it should).

      • 0
        Profile picture of Scott Britton
        @scottb
        ( 350 POINTS )
        3 months ago

        That makes a lot of sense. I an imagine the downstream effects being much larger…though I also can imagine it being harder to monitor and police things as orgs get much bigger

    • 0
      Profile picture of Feras Abdel
      @ferasabdel
      ( 600 POINTS )
      3 months ago

      Governance in SFDC is crucial to it’s scalability. Having a robust way for users to communicate their ideas and suggestions is crucial, however SFDC admin permissions should be locked down. As the company scales, data hygiene and audit compliance will be top of mind. Decisions made early in the company’s maturity model have tremendous downstream effects. It may feel like its too soon to be structured, however your future self will disagree.

      • 0
        Profile picture of Scott Britton
        @scottb
        ( 350 POINTS )
        3 months ago

        I can see that side of the argument. I think there is probably a “middle way” where you can still give people the tools they need to not have such a hierarchical way to get the information and workflow they need without going through an ops queue, but maintain governance that does not negatively impact the org. Thoughts?

        • 0
          Profile picture of Feras Abdel
          @ferasabdel
          ( 600 POINTS )
          3 months ago

          For sure, and SFDC does give many of those options right out of the box in regards to a user customizing how they interact with the tool. However, when it comes to the backend of SFDC, permissions should be restricted. Aside form data governance and audit compliance, you also don’t want to have different workflows for different users. This makes reporting nearly impossible. What sorts of workflows do you think users should have permissions to customize? We may be saying the same thing in different ways.

        • 0
          Profile picture of Heather McLean
          @hmc
          ( 410 POINTS )
          2 months, 4 weeks ago

          Perhaps there is some allowance for particular non-ops people to create their own workflows, but these need to be reviewed/tested by ops before they are set live. This might only be manageable in smaller organizations, though.
          I’ve been on both sides of the coin – trying to lock it down to prevent problems and trying to get things done and having to go through a cumbersome process.

New Report

Close