Customer Story

Company Rolls Out Salesforce to 250 Virtual Employees With Find & Follow Training Program

"You are a lifesaver. The customer care team LOVES these guides. They've told me how much ScreenSteps has helped them do their job."

TL;DR

The short version (TL;DR)

Company: Full-service designer, retailer, and installer of architectural products, with 250 employees across the U.S.

Challenge: Transitioning from a decade-old CRM system to Salesforce, requiring virtual training for all employees.

Solution: Find & Follow micro-training program using the ScreenSteps knowledge ops solution.

Results: Successful rollout of Salesforce and 4,500 questions answered by the knowledge ops platform instead of the lead trainer.

The Company

Full-service designer, retailer, and installer of architectural products, with 250 employees across the U.S.

The Challenge

Transitioning from a decade-old CRM system to Salesforce, requiring virtual training for all employees.

The Solution

Find & Follow micro-training program using the ScreenSteps knowledge ops solution.

The Results

Successful rollout of Salesforce and 4,500 questions answered by the knowledge base instead of the lead trainer.

Salesforce Roll Out Statistics

Foundational courses created

Digital guides created

Questions deflected during roll out

The Challenge

Transitioning from an Outdated CRM to Salesforce

For nearly two decades, this business had been using a homegrown CRM system. As part of a larger modernization effort, the company decided it was time to upgrade to a new, custom Salesforce instance.

The company brought in an outside consulting firm to build their custom Salesforce instance. While incredibly powerful, the new system was significantly more complex than their homegrown system.

Lori B., Training & Development Manager, knew that she faced a number of challenges with the Salesforce rollout:

Information Overload: Requiring all 250 employees to memorize all of the processes and tasks within Salesforce, which included multiple steps and workflows they weren’t accustomed to, wasn’t an option.
Employee Apprehension: The staff was anxious about moving off a system they were so comfortable with.
Virtual Training Requirements: Because employees were spread out across the country, all training had to be done virtually and not interfere with day-to-day operations.

The Solution

Find & Follow Training With ScreenSteps

Lori and her team utilized the ScreenSteps knowledge ops solution to design a micro-training program for the Salesforce rollout.

The implementation consisted of three key steps:

Step 1: Foundational Courses

First, Lori and the ScreenSteps team created four short foundational courses: Salesforce Basics, Customer Accounts, Preparing Quotes, and Quote to Close Process Overview.

These courses were not designed to require employees to memorize all the clicks within Salesforce. Instead, these courses were designed to help employees understand what Salesforce is and how it is organized and provide a general overview of the process employees would perform.

Before the live training sessions, employees were required to watch all four courses.

The goal was to help employees become more comfortable with Salesforce, and provide them a self-paced option they could complete in their free time.

Step 2: Virtual Teams Training with Digital Guides

Once employees had the foundational knowledge, it was time for employees to get comfortable actually performing tasks in Salesforce. Each week, ten branches would be assigned live training sessions via Teams.

During these training sessions, Lori and the ScreenSteps team first introduced employees to the digital guides in the ScreenSteps knowledge ops platform. The ScreenSteps team and Lori created 192 digital guides using decision trees, interactive checklists, and screenshots with the sole purpose of guiding employees through every step and click of a process.

Employees learned how they were organized and how to quickly search and find the right digital guide for specific tasks.

As they grew more comfortable, Lori and the ScreenSteps team ran dozens of practice scenarios with employees (such as creating a new contact and completing a sale). During these practice scenarios, employees learned how to find the guide they needed to perform a certain task and how to follow the instructions in real time.

After training was over, employees could continue to use the guides to practice and perform actual processes when Salesforce went live.

Step 3: Reoccuring Workshops

Finally, Lori and the ScreenSteps team would hold ongoing workshops for continued practice and support. If employees were still not comfortable with Salesforce and ScreenSteps after their initial training sessions, they would be encouraged to join the workshops and continue practicing.

During these workshops, new procedures or processes would often be identified. With the ScreenSteps rapid authoring tools, the training team could quickly create new guides in minutes. This allowed for continuous improvement and optimizations to the Salesforce experience.

"You are a lifesaver. These guides are giving me a lot more confidence in using Salesforce and training others on how to use it. And it's giving others confidence in how to use Salesforce. Specifically, the customer care team LOVES them. They've told me how much ScreenSteps has helped them do their job."

Lori B., Training & Development Manager

The Results

Successful Rollout and High User Adoption

Despite the challenges of training remotely and adapting to a new system, the Salesforce rollout was a total success. Employees appreciated the Find & Follow training approach and felt comfortable making the switch to the new system.

The foundational courses gave them a deeper understanding of the why behind their Salesforce setup, and the use of digital guides allowed them to confidently use Salesforce day-to-day without memorizing every click of a procedure.

The company successfully adopted Salesforce, and all 250 employees can confidently and independently use the system.

Within the first few months of rollout, their knowledge ops platform consisted of:

250 users
4 foundational courses
192 digital guides
20,000 digital guide views
4,500 knowledge base searches

For Lori, the 4,500 knowledge base searches meant that there were 4,500 questions she didn’t have to answer. And the 20,000 digital guide views meant that was 20,000 times Lori didn’t have to hop on a Teams meeting and say, “Click here…click there…click that..”

As changes or complications arise, Lori feels confident making quick and easy updates to the ScreenSteps digital guides, ensuring ongoing trust in their knowledge base.

The knowledge base continues to support both current and new staff. Lori and her team are now planning the next phase—developing a knowledge ops solution using ScreenSteps for their contact center.

“You guys have been so great to work with. You're my right hand and my left hand."

Lori B., Training & Development Manager

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