Are your team members spending at least 5-10 minutes a day “cherry picking” their work? If your team is handling lots of work items per day, then saving even 5 minutes per person can make a difference. It can increase productivity enough to have a cost, revenue, and customer experience benefit.
Notice that I said “lots of work items”. Why? Well, because to take advantage of the time savings from eliminating cherry picking, you’ll need to use that saved time to do work. So, if you save 5 minutes a day, and the average task takes about 5 minutes, then your team will be able to get more work done (probably 1 more work task per day). But if you save five minutes and the tasks take an hour, then it would be difficult to squeeze in more work.
The third thing is team size. I’m going to go out on a limb here and say that the time to consider moving to a push model is when there are at least 25 employees handling Salesforce interactions (e.g. email, social, chat) or work, such as cases or leads.
This is because moving to a push model needs to make enough of a difference to your operation – sufficiently valuable to be worth the cost of implementation.
If the team size is less that 25, it is unlikely that enough benefit can be accomplished with push. On the other hand, if there are more than 75 agents then a push model is likely already in use. If not, then justifying making the switch is typically easy.
So, if the team is between 25 and 75, then what? How can you tell if you need to consider a push model? Well, let’s start with a look at those two extremes:
- At 75 seats, if you can save 5 minutes a day per person (with an average task duration of 15 minutes), then that would be like adding one full person to the team.
- At 25 seats, the same benefit could be achieved if the average task duration is 5 minutes a day and each person can save only about 15 minutes per day.
So, a push model should seriously be considered if your team has these characteristics:
- Team is between 25-75 seats
- Likely time saved per day is 5-15 minutes (or more)
- The average task duration is 5-15 minutes (or less)
The payback would be less than a year, and likely just a few months. It would be even quicker if one or more of number of tasks, time saved, or team size are bigger than what were used here.
What I’ve attempted to do is to give Salesforce teams some numbers to compare themselves to, in order to decide to move to a push model. There are other factors that increase the benefits, which haven’t been factored it, such as eliminating manual re-prioritization of work and closer team monitoring, which can further save time, provide better customer experiences, as well as improve revenue. Factoring those in would simply add to the overall benefit, and further reinforce that it’s time to consider moving to push.
Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.
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