Nonprofit Rolls Out Custom Salesforce Implementation to 200+ Employees

"It is, in all honesty, the best training program I’ve seen in all of the projects that I’ve been involved with in my 6 years of consulting."

Ryan, Salesforce Support Specialist

The Company

The Peninsula Jewish Community Center

The Peninsula Jewish Community Center (PJCC) upgraded its CRM, built on Salesforce Lightning, to streamline operations and offer guests a more personalized experience. With over 200 employees to train on the new system, PJCC needed a training and performance support solution that would empower their staff and get them up and running as quickly as possible.

The Challenge

Outdated training methods weren't cutting it

Training PJCC’s employees on the new Salesforce system was no small task. The first attempt at training a group of power users didn’t go as planned—attendees were disengaged, and by the end, they hadn’t retained much of the information. Traditional training methods just weren’t cutting it. With the full rollout looming, PJCC needed a more interactive, job-relevant approach to ensure that employees could confidently use the new system from day one.

Ryan, PJCC’s Salesforce Support Specialist, knew they needed a different approach to make the training stick.

The Solution

Find & Follow Training

Ryan, the Salesforce Support Specialist, took charge of transforming PJCC’s training strategy. He turned to ScreenSteps to develop a training and performance support system that would engage employees and make learning more job-specific.

Working with Jonathan DeVore, Director of Implementations at ScreenSteps, Ryan used the Find & Follow Framework to develop a training strategy that focused on creating job-specific, scenario-based learning.

Ryan started by documenting all of PJCC’s procedures in ScreenSteps, giving employees a single, reliable source for how to use Salesforce. This made it easy to keep documentation up to date as the system evolved. Then, instead of relying on generic training sessions, Ryan created role-based curriculums that were directly tied to what each employee needed to do in the system. This hands-on approach kept employees engaged and made the learning process much more relevant to their day-to-day tasks.

During training, Ryan demonstrated how to use ScreenSteps’ browser extension for quick, in-the-moment help, so employees knew how to access procedures right when they needed them. This wasn’t just about learning during the sessions; it was about making sure employees would feel confident using the new system after training, with ScreenSteps there to back them up.

"We used the ScreenSteps tools and applied the Find & Follow methodology that Jonathan and I went over during our coaching calls. This round of training went far better than the previous round of training. Our users are actually excited to begin using Salesforce."

Ryan, Salesforce Support Specialist

The Results

Confident employees ready for the Salesforce launch

PJCC’s Find & Follow training approach using ScreenSteps was a game-changer. Employees were more engaged, and when it was time to go live with Salesforce, over 200 employees felt ready to jump in. The system launch was smooth, with employees confident and capable of using Salesforce to perform their jobs from day one.

Even the consultants who helped implement Salesforce were impressed, saying Ryan’s training program was one of the best they’d seen. The hands-on practice, detailed materials, and role-based scenarios ensured employees were fully prepared, making the transition to Salesforce a big success for PJCC.