Salesforce uptime and performance have driven plenty of business success. What today’s users like about Salesforce is that it has a lot of customization capabilities and can integrate with other popular, business-critical apps. It’s possible for a company to connect Salesforce with any number of other tools, including email and marketing automation, financial systems and ERP tools, dashboard creators, cloud services, customer apps and mobile devices, and legacy applications. These integrations offer a lot of potential, and bring a lot of performance challenges.
In many ways, Salesforce reflects what a modern application looks like today. It’s available wherever the user needs it to be, it’s one app of many interconnected ones and it can be tailored to the business that’s using it. In this one critical application, there are layers of use and functionality—and an overall need for consistent performance. Salesforce power users within an organization can create processes and customized reports and dashboards that match the company’s needs and workflows. Though they are extremely useful to a business, creating those can cause slowdowns.
As the business grows, the number of contacts in Salesforce grows, and the system has to scale with the business. Of course, the more contacts you’re managing and updating, the longer load times you’ll experience. Producing detailed reports and dashboards can also take a lot of load time. And with many Salesforce integrations, there can be latency within each integration point, and sometimes just not enough sync time available between apps. These codependent applications aren’t always in harmony, so there’s often tweaking needed.
Make the Force Be With You
As with any business-critical application, the “Is it the app or the network?” question will arise when there’s a Salesforce slowdown. Salesforce itself provides email notifications of any slowdowns or outages, along with an outage map. For a user whose system is down, though, those emails only provide a small amount of information—just what’s happening within Salesforce’s data center infrastructure. There’s more information that a Salesforce admin or the IT Ops team will need to get to the root of the problem—namely whether the problem lies within Salesforce, on any connected networks, including the LAN, the WiFi or the ISP’s internet.
SaaS apps like Salesforce aren’t a totally hands-off proposition. There’s certainly a lot to like, but admins will have to walk a fine line of balancing performance and user accessibility. It’s also important to know what’s still within the control of the business and what’s in the provider’s domain. In one example, Salesforce moved our implementation here at AppNeta to a different instance, and performance improved dramatically. It’s possible to get Salesforce integrations, processes and workflows set up and running smoothly, but admins still need to be aware of and take care of the underlying infrastructure to bring users a good experience.
Performance monitoring tools designed for modern SaaS apps are extremely useful for a tool like Salesforce. If a business’s IT team knows whether the problem is in the app or the network, they’re then able to improve Salesforce performance a lot. It’s always nice when strong app usage and performance can be correlated with strong business performance. The numbers show that sales people who fully use their CRM tool are more successful. That’s a pretty compelling argument to spend the time tuning and monitoring Salesforce for best results for everyone in the organization.