Salesforce has change into the spine of enterprise operations, with 90% of Fortune 500 firms counting on its platform to drive enterprise processes.[1] What’s extra, the corporate’s numerous cloud choices generate over $20 billion yearly,[2] cementing its place because the dominant pressure in buyer relationship administration and enterprise automation.
To maximise their Salesforce investments, organizations are dedicating vital sources to Salesforce Lightning, spending a mean of $500,000 on Lightning implementations. This substantial funding displays Lightning’s interesting promise: empowering each builders and enterprise customers to construct customized purposes by means of intuitive drag-and-drop interfaces, democratizing app growth throughout the group.
Nevertheless, constructing purposes represents solely half the equation. Even probably the most refined Lightning apps ship zero worth if staff don’t undertake them or abandon them attributable to poor consumer experiences. Even worse, when errors happen inside these mission-critical purposes, IT assist groups typically wrestle to copy points, resulting in extended decision occasions and pissed off customers.
The core problem dealing with enterprise IT groups facilities on visibility. Whereas Salesforce Lightning excels at enabling app creation, it offers restricted perception into how these purposes carry out in real-world utilization eventualities. IT leaders discover themselves working with out essential metrics that might illuminate consumer habits patterns, establish efficiency bottlenecks, and prioritize which utility errors demand instant consideration.
This visibility hole creates cascading issues all through the group. With out understanding characteristic utilization charges, IT groups can’t decide whether or not customizations really enhance productiveness. When purposes underperform, assist groups lack the session replay capabilities wanted to witness precisely what customers skilled throughout error eventualities. The result’s decreased worker effectivity, decrease satisfaction charges, and finally, pointless friction that may degrade finish buyer expertise.
Analytics platforms for Salesforce Lightning can handle these challenges by offering the deep visibility that native Salesforce reporting can’t ship. The capabilities prolong past fundamental monitoring. Organizations can optimize worker onboarding processes by analyzing how prime performers navigate Lightning purposes, creating data-driven coaching applications that replicate profitable utilization patterns. This intelligence can also be invaluable for demonstrating return on funding with concrete proof of whether or not staff can accomplish meant duties throughout the purposes.
Maybe most significantly, complete analytics allow environment friendly IT assist case decision by replaying periods to recreate points. Help groups can observe the precise sequence of occasions that led to errors, dramatically lowering troubleshooting time.
“One of the crucial priceless options of a complete analytics platform for Lightning is assist’s capability to replay periods to recreate points,” mentioned Kartik Chandrayana, Chief Product Officer at Quantum Metric. “Help groups not have to function at midnight, as a result of they will observe the precise sequence of occasions that led to errors, which dramatically reduces troubleshooting time.”
The worth of Lightning Analytics turns into clear by means of sensible implementation. A significant telecommunications firm deployed Quantum Metric Lightning Analytics to make sure environment friendly inside IT assist case decision. IT was capable of present exhausting utilization metrics and recreate points throughout its Salesforce Service Cloud atmosphere, and, because of this, uncovered essential points that had been silently undermining enterprise efficiency.
Inside six months of implementation, the analytics platform recognized 289 missed orders brought on by brokers encountering perpetual loading spinners within the buy circulate, leading to conversion drops of as much as 26%. The system additionally detected a 286% improve in frustration errors on the Choose Provide button previous the purchase circulate, correlating with a 36% lower in conversion.
These insights enabled the telecommunications firm to prioritize fixes for probably the most business-impactful points, shining a vibrant mild on beforehand invisible issues.
For CIOs evaluating their Salesforce Lightning investments, the message is obvious: constructing purposes represents only the start. True success requires complete visibility into consumer experiences, utility efficiency, and enterprise impression—capabilities that reach far past native Salesforce reporting to ship the insights obligatory for maximizing enterprise software program investments.
Be taught extra about Quantum Metric’s Salesforce Lightning Analytics
[1] Salesforce FY 25 Annual Report: Main the AI Agent Revolution. https://s205.q4cdn.com/626266368/files/doc_financials/2025/ar/Salesforce-FY25-Annual-Report.pdf
[2] Ibid.
