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Jones Lang Lasalle is a professional services and investment management firm specializing in real estate. JLL helps organizations around the world achieve their ambitions by owning, occupying and investing in real estate.
JLL, a long time Salesforce user, recently went through an acquisition and they needed to justify staying on their systems versus moving onto existing systems. “Much of our success as a company can be attributed to the efficiencies and insights we have been able to create on the Salesforce Platform,” stated Nana Gregg, VP | Sr. Salesforce Admin.
JLL first looked into Lightning Experience after its initial launch back in 2015. They were really intrigued by the new modern look of the interface and they liked that it was starting to mimic Salesforce's mobile app but after their initial discovery, Gregg and team discovered that there were some critical features in classic that weren't yet supported in Lightning and for that reason their org wasn't quite ready to move to Lightning.
Gregg revisited Lightning after the 2018 winter release (in the fall of 2017) and after doing some feature parity they decided that now was the time to make the move over to Lighting Experience.
The first step to transitioning to Lightning was prepping their org for the move. Gregg and her team started by creating a list of all the things they needed to do to prep for Lightning. Next, they explored the Lightning page builder, which they found to be very intuitive, and they started creating custom pages. “Lightning pages offer SO much flexibility that once you get the hang of them you will never want to go back,” said Nana Gregg.
“Lightning pages offer SO much flexibility that once you get the hang of them you will never want to go back.”
- Nana Gregg, VP | Sr. Salesforce Administrator
The next thing they had to do was identify the users that would first be exposed to this new experience. At JLL they have 4 main user groups: Sellers/Account managers, Project managers, Billing managers and Chatter/time entry users. The project team consisted of only 3 people. They determined that the work could be done in house and there was no need to outsource any extra people. They built four apps, one for each group. After that they needed to determine what was the right order to display the tabs in the app for each group. They rounded up a few beta testers from within each group and had several working sessions to train them and collect feedback. They walked them through the new features in Lightning, and made some tweaks to the app on the fly. Making page layout changes in front of the end users in real time was very impactful and got the end users more engaged.
The next step for Gregg and team was flipping on Lightning in production, and giving those beta users access to it to use in their daily work. They left on the switcher to go back to Classic but encouraged everyone to work in Lightning as often as they could. The team leveraged Chatter to act as a hub for questions and to collect feedback, and they continued to hold sessions with the beta testers over several weeks.
During the beta testing most of their users were working in Classic, so to get them prepared for the new experience the project team upgraded the most used dashboard to Lightning to start to expose their users to what was coming. This drove a lot of excitement because everyone loved the new dashboards.
After a couple of months of fine tuning the experience, Gregg and team turned on Lightning for all of their users. They held several Webex sessions to announce the Lightning launch and communicated multiple PSAs through different channels such as email and chatter over the next few days.
“If you can see past the one or two things that you aren't in love with, enough to take it for an extended test drive, you might just decide to keep it and you may, like me, fall in love with it.”
- Nana Gregg
The project team received lots of positive feedback after the launch, mostly about reports and dashboards. When someone in a specific role looks at something, they will see what's most useful to them, and they don't have to search for it. This saves users a ton of time and allows them to be twice as productive. End users are seeing reduced clicks for certain tasks like logging a call, saving them at least 45 seconds in navigation and page refreshes. The ability to embed Report Charts on a Lightning Record Page and display components conditionally based on record or user data has saved a ton of time – allowing admins to serve up relevant information to the right user at the right time. To continue the excitement and momentum and to increase adoption they regularly hold sessions for users to attend on tips and tricks to make the most out of Lightning. In these sessions they go over some of their favorite features and let people ask questions and get immediate assistance.
Only 20% of JLL's users still work in Classic. Upon investigation, those users gave various reasons for not moving to Lightning saying things like: they're “too busy” and they need to find things fast so Classic is easier, or some users didn't attend any training and/or don't remember how to switch to Lightning and some users are on IE11 which isn't supported in Lightning. The number one focus for the Gregg and team is reaching out to those users to see how they can help them get on Lightning. They started turning off the switcher for some of the lower impact groups and plan on doing this for other groups over the next few months.
Change is always hard, especially when you have expectations of doing something exactly the same way that you're used to but sometimes you just have to take that leap of faith. As Nana Gregg put it “If you can see past the one or two things that you aren't in love with, enough to take it for an extended test drive, you might just decide to keep it and you may, like me, fall in love with it.”
Join us on April 25th in our Webinar Series — Lightning Lounge: Customer Heroes, and explore how PwC delivers digital transformation with Salesforce Lightning.
