We are all currently trying to adjust to our “new normal.” For many companies that has meant switching to a work from home model for at least the interim. This is no small shift for many, especially those who have employees that have never worked remote before. At Spekit, we can relate to those concerns. In fact we had several employees start only weeks before these changes were made, unable to complete standard training and onboarding.
How can you make such a quick adjustment and ensure that your company does not lose any more productivity and steam than necessary?
It all comes down to communication, training and employee enablement. You may have to change the model of how your employees go about seeking important information and answers to FAQs (frequently asked questions). Additionally, you will need to make changes to the way you disseminate this information. How is it currently being communicated? Verbally? Through email? Slack? This will inevitably become more challenging with the WFH model.
It will also be critical to make sure employees do not feel isolated or like they are on an island. The adjustment will feel infinitely easier if they feel supported, heard and understand where to find the resources they need to be successful.
It’s a tall order for sure, and not one that can be done in a siloed approach. The good news is you are not alone. As mentioned above, we are adjusting to this “new normal” ourselves here at Spekit. An important cornerstone in our strategy to approaching this challenge is practicing what we preach. We are using Spekit internally to make sure our employees have all the resources they need at their disposal to be successful in each of their specific job functions.
Here is a post from one of our incredible BDR’s who came onboard right before the switch to WFH:
So how exactly does Spekit make this happen? Let’s break it down into four distinct areas where Spekit makes working from home a breeze.
1. Centralized documentation updated in real-time
We all know the struggle of looking for existing documentation in legacy systems. Where is that powerpoint slide? Which deck is it in? Does anyone know where the updated copy of this word doc was saved?? Who has the most recent version of the spreadsheet??? You get the picture. So much time is often wasted just trying to track down these pieces of documentation. It feels even more problematic if you are working from home/remote. If you are unable to find the piece of documentation you are looking for and no one responds to an SOS on your company’s internal messaging channels, what are you supposed to do? Allow Spekit to step in and take away the stress and endless searching.
With Spekit, all (yes ALL) of your documentation lives in one place that is easily and readily accessible to everyone in your organization. You are able to store everything, organized by subject, in the Wiki and data dictionary. This means no more headaches when it comes to finding answers and needed materials. Having your content broken down by topic means neatly storing what you need where you need it. You can even assign “experts” to each topic to make sure you are tasking the right people in your organization with keeping the content up to date and accurate. Sigh of relief.
Now that you have a centralized system for documentation, you can also ensure that updates and new information reach your whole team in real time. Again, this is more important than ever for remote workers to productively and efficiently do their jobs with all the resources available to them. When an update is made, you simply need to click the “notify team” button and boom! The team now knows there was an update made that they should check out. It’s that easy!
Now, your remote team(s) have easy access to centralized documentation being updated in real-time. No more worrying about how to access it, find it and communicate it.
But, what about creating the content? It can feel overwhelming, especially when it comes to your Salesforce training. Not to worry, let’s look closer at our out of the box templates.
2. Hundreds of out of the box (free!) templates to get you started, like right now
As mentioned above, starting from scratch with content can feel overwhelming. This is especially true when it comes to your tools like Salesforce, for example. How can you make sure the info you are giving to your staff is accurate and easy to understand? And of course, you don’t want to leave anything out! If you are training and onboarding a new remote employee, you don’t always have the luxury of answering their questions face to face (over video chats). This is why it is extra critical to have complete and accurate information.
Spekit is here to help with hundreds of out of the box templates to cut your setup time drastically so you can get up and running ASAP.
“All of our go-live documentation for Service Cloud was defined and complete in about 10 total hours. That would have taken more than a week before Spekit.” – Bryan Miller, Director Business Operations for Bluewater Learning
Spekit offers templates and support materials for everything ranging from NPSP, FinancialForce, Sales Cloud, Salesforce Lightning and more. Simply sign up for Spekit and import the templates that make sense for you and customize to meet your specific business needs. Suddenly, you’ll have training guides for dozens of tools in a matter of hours – not months!tings.
3. In-app guidance for just-in-time learning where your employees need it most
Okay, now you are squared away with out of the box templates to get you up and running and centralized documentation, you now need to make sure employees have the support they need while WFH (working from home).
We know that everyone has a unique learning style and moves at a different pace when it comes to training. Some employees pick up on how to use tools like Salesforce quickly and for others it takes more time. And everyone needs new training when you inevitably make changes to your existing org as you evolve and scale your business. This is where Spekit’s in app guidance comes into play and helps you drive Salesforce adoption.
Let’s say you recently added a new field into your Salesforce. How do you let your team know this new information? An email, maybe? The information may stick with them when they first read it, but studies show we forget up to 75% of the information we learn in the first two days! This is really problematic for teaching your remote teams new information or about a new field in Salesforce.
We recently conducted a survey and asked users how they would go about installing a DVD player if they were attempting it for the first time. See the results below.
This is why we KNOW that in app learning and having knowledge embedded into the Salesforce platform is so crucial. Now when you add the new field, you can notify users but also feel reassured that when they get to this new field and forget what it means and why they need to fill it out, they simply have to hover over the Spekit icon next to it and have all the information they need.
You can take a deep breath knowing that your team will be happy and well equipped to take on whatever comes their way in Salesforce.
4. Extensions to save you time, no more aimless searching for answers (sorry Google!)
Lastly let’s look at the Spekit browser extensions and application extensions, and how they save you time and help your remote teams.
Let’s start with a quick example. Let’s say one of the members of your sales team is writing an email to a prospect before a demo call. All they need to do is pop open their Outlook extension, and quick search for the “pre demo questions” topic and boom! Everything they need is right there in front of them. They can quickly copy and paste the questions they need into the email and they are ready to send it. They did not have to take time to message or call their manager to clear the questions they were planning to ask, they had the pre approved important ones right at their fingertips.
Remember how in the last section we talked about the importance of embedded knowledge? Spekit made it easy and user friendly for users to get the information they needed when and where it was most important. Now imagine your users can take that same easy access of information anywhere they go online. With the Chrome extension, answers and support are only a click away. Employees no longer have to exit out of their browser to track down information, they can access it in real time wherever they are.
Spekit also gives users the ability to save their most frequent searches in the extension. If they are continually running across a process they don’t understand or a question they can’t remember the answer to, they are able to quickly visit their saved searches to pull up the information even faster.
With the Spekit browser and application extensions, your users are empowered to take on whatever challenges come their way. They have instant access to all of the documentation, templates, training and updates in your organization. Now your remote workers have everything they need to be successful.
Spekit makes WFH a breeze
With all of the challenges that come from adapting to the new work from home model that many businesses are facing, Spekit is here to help. We understand these hurdles because we are facing them as well. Using our own tool has made this transition smoother and easier for our team, even the employees who have never done it before.
Spekit makes centralizing documentation possible, provided out of the box templates to get you started, in app guidance and browser and application extensions to provide information when and where employees need it most.
We are here to help your team as we all adapt and adjust to this “new normal”. For more information about how Spekit can help your team ease into working from home or to see a demo, click here. To get started with Spekit for free click here.
How to enable sales teams from across the world is one of the biggest challenges organizations are facing. We took this opportunity to walk through how teams can maintain productivity, communication and training in a new work from home world.
Kicking things off with some advice
To kick things off, Spekit CEO Melanie Fellay opened up about how she approached preparing for the webinar and the challenges she was facing.
“After struggling to make any headway on Friday night (about content for this webinar), I received a call from my friend Nicollete to catch up. Nicollete is the lead of a growing team of SDRs at Snowflake.
I opened up about my concerns in regards to my content being repetitive and how to make it engaging. I asked her what are some creative ways your team has enabled your employees and elevated engagement lately?”
Melanie also reached out and chatted with Alex Kremer from Outreach and Quyen Chang from Airbnb to find out what their teams are currently doing to enable a newly remote workforce. She and Bryan Miller from Bluewater Learning broke down the findings and discussed their own strategies as well.
Together, they took a look at some really out-of-the-box and unique ways that you can enable, engage and empower your team for success and look for the gift in this challenging time. It may seem impossible or overwhelming at the moment, but let’s take a “glass-half full lense” to create more connection within your individual teams and the ways that they can connect and engage with your customers in turn. They also looked at how to reinforce some of the best practices and tactical enablement resources you can put together for your teams to enable them immediately using resources you already have. Let’s dive in and take a closer look at what they discussed.
Create a “pre-frame” on how to address Covid-19 both internally and externally
Let’s start with the big one because this is critical right now. Your employees no doubt have a great deal of stress and anxiety about what is going on in the world right now. They more than likely have stress on a personal and professional level. It’s really important that you understand what matters to them and provide clear and intentional feedback about your company’s response and what it means for them.
It is also important to provide your team with training on how to address this topic when reaching out and prospecting. Here are some guidelines that may help:
1. Lead with the WE:
Meet them where they are with empathy and compassion, we are all in this together. We’re all feeling uncertainty about whether we should push projects, we’re all cutting budgets.
2. Acknowledge and isolate the problem:
For example, “If I understand correctly, it sounds like your CEO has put all budgets on freeze which is preventing you from moving forward with this, but you’re still confident that this is a problem that’s really important for you to address in your organization. It sounds like you have a strong conviction that with a solution like “ours” you could solve these problems and help your team drive more results? Is that a fair understanding?
3. Create a mutual plan forward:
So based on these things, if we want to wait until May to address some of these challenges, we can but what I’d like to suggest is that we do “X” instead so that when that time does come, we can hit the ground running. Where X are different ways that you can help your customer with those challenges with or without the product. An example might be setting them up with your success team to think through strategy
Setting up your Sales, Customer Support and other teams with these kinds of guidelines will help both immediately and in the long term. During times of uncertainty, people have a keen memory. Your prospects, your customers and your team will remember how you handled this situation. It’s really important to be creative and to demonstrate how you or your team can be a great partner.
Asking a meaningful question
When reaching out to her friend Alex, Melanie asked about what insight he had about enabaling remote teams right now. Alex shared that for his team at Outreach, they have added sveral new measures to help their employees. Including adding a new weekly ritual into the fold; starting off each week by asking a “powerful question.”
- Why is this year important to you?
- When you were a kid, who did you look up to the most and how can you embody that person in your meetings today?
- What are you doing right now to keep yourself sane?
- How has this current situation reframed how you think about the world and what your priorities are?
They are already seeing the benifits of this simple but powerful action. Its brings a sence of community, fosters an environment of open and honest communication and has connected them even more as a team.
Hold office hours
Next lets look at the advise Nicolette shared on the subject. She stressed the importance of holding weekly office hours. Why? It is absolutely critical for your team to be able to have access to managers, co-workers and leadership right now. Hold office hours daily to discuss the challenges of the current situation and provide context on how you can help. Most of us have agreed that while it has presented some new challenges, it has also put a spotlight on areas that already needed to be addressed.
“We believe that employees are hungrier than ever to learn. In fact, Spekit recently did a survey and found that when asked how satisfied employees were with the amount of training they received, only 10% of survey respondents replied 5/5. Over 50% gave it a 2 or below out of 5.”
That is a really small percentage!
When asked about Sales training, in particular, some of the feedback included:
- “Necessary for continuous improvement.”
- “Necessary for growth.”
- “It’s completely underrated.”
- “It’s absolutely necessary and should be an ongoing thing.”
- “It should be more based “in the field” rather than a classroom exercise.”
- “They are extremely necessary but not as practical or frequent. Training itself without coaching or FU is hard to sustain”
- Constant reinforcement is needed.”
When asked “if you could change anything about training today” respondents said:
- “Specific training that ties tools to best practices.”
- “Make it an ongoing initiative and interactive.”
When asked “what most hinders their ability to put training into practice” we found that:
- 67% Lack of reinforcement after the training session
- 18% too much information at once
So what can we take away from this data? Reinforcement! This is why office hours will be so critical. It’s a chance for your team to ask questions and for you to provide that reinforcement.
Next, create engagement on large calls to avoid awkward pauses in 3 steps:
Quyen Chang from Airbnb weighed in on the topic by sharing another simple but powerful way to engage and enable your teams particularly when it comes to group calls. Here are the three ways you can avoid those awkward pauses and gaps that can occur on larger calls.
1. Say the name of the individual you are referring to. This involves team members in the conversation and demonstrates that their feedback and opinion specifically matters.
2. Give backstory when addressing your team about your topic so you can set them up for success in case they weren’t paying attention. For example, “based on what I just said about X, then repeat what the actual topic was ie: how to handle this objection.”
3. Ask questions. “How does this apply to you? How have you seen this play out in your role? From your perspective, what is the biggest challenge regarding x topic?”
It’s important to be intentional about how you engage with everyone. Encouraging them to participate in a powerful way eases the stresses of not being able to see everyone in person.
Powerful Side Projects
Another tip from Alex; assign key team members or experts to document and share important things with the team and present it. This creates ownership, brings credibility to the individual(s) and reinforces enablement.
An example for a SDR might be:
- Create a worksheet of all the plays that she or he runs and share it with the entire team
An example for a Customer Success Manager might be:
- Create a list of the most powerful customer stories they have and share them with the team
The biggest lesson here is that people don’t want to just hop on a zoom call to hear you or another team member talk. You need to create an environment where everyone feels empowered, valued and heard. Whether it’s within your own L&D team, enablement team or whether you’re supporting your managers in creating those environments within their own teams. Calling upon your team members to become subject matter experts and provide a platform for them to demonstrate fosters an environment of learning and enablement.
Don’t forget about documentation!
Now that you have all of these great new strategies to try out, don’t forget about your documentation process! You will want to be sure to centralize access to new materials in regards to the new changes being implemented. Check out a few tips below on how Spekit allows you to make this simple and effective.
Stepping up to the plate
We know this is a challenging time and adapting to a “new normal” is difficult to say the least. It’s more important than ever to ensure that your team has the tools and strategies they need to be successful. Enablement doesn’t have to mean starting from scratch. As highlighted in the strategies above, there are simple daily/weekly initiatives you can fold into your weekly routines to help make sure your team stays on track and morale stays high.
For more information and tips on staying productive and empowered, be sure to listen to the full webinar here. For more information about Spekit click here, to get started with Spekit for free today click here.
The secret to wowing clients during and after implementation – a personalized, just-in-time training solution
“It’s fair to say that without a tool like Spekit our agency’s ability to continue to carry out our mission would be hampered by confusion and obsolete guidance which Spekit helps us avoid.” – Dustin Bystrom, Minnesota Associate Council for Veterans
Documentation and hand-off at the end of any implementation can be more challenging than the project itself. Passing off all training and answering the many questions that pop up after can take massive amounts of time and potentially extend the project.
We know that the overall cost of implementation is one of the most important metrics clients want and need to control. For that reason, if there are any specific pieces that threaten or put pressure on the timeline and/or budget, you run the risk of an unhappy client, a freeze on resources or even a failed project.
With time, scope and budget being so finite, anything that can help mitigate unforeseen challenges can be the difference between a satisfied client and an unhappy one. This is particularly important when it comes to maintaining a client for life relationship.
So, what’s the solution? How can you eliminate these seemingly inevitable hurdles and problems that come with wrapping up a project? Let’s break down how Spekit can help you create the perfect Salesforce roll out and win over your clients again and again.
Spekit is an in-app learning and digital companion that helps employees learn their tools and navigate process changes by accessing answers and enablement resources in real-time, everywhere they work.
Built by sales ops professionals for growing and remote teams, Spekit blends the sophistication of a modern digital adoption platform with the simplicity of a contextual knowledge base for a lightweight yet powerful solution to continuous employee training.
So, how can it help you during and after implementation?
Documentation, documentation, documentation
Let’s start with the big one, documentation. What systems and tools are you currently using to execute your project documentation? Powerpoint? Word? Excel? Email? Maybe even your clients internal system(s)?
There’s nothing specifically wrong with any of these tools on their own, but what happens when there are changes to the scope of the project? What if your client makes frequent updates or consistently alters the scope of the project? How easy is it to edit and complete the new documentation? Losing project time to documentation has traditionally felt like par for the course, especially when it comes to communicating with your clients.
It also affects your clients post-implementation. Long term, what happens when changes are made in their Salesforce instance? Is your client prepared to manually update those changes in the provided documentation? Do they have a plan for documenting and communicating?
Spekit helps you overcome these seemingly unsolvable problems. Let’s take a look at an example…Let’s say you’re implementing a CPQ solution for a new client.With Spekit:
- You create the documentation once and add it in the Spekit wiki (for example, if you’re implementing NPSP, all your basic NPSP content is added into Spekit).
- That content can quickly be customized to meet your client’s needs (for example, add the Client’s name, any unique terms or definitions they need).
- Voila! You can hand off this project to your client as a customized documentation solution that they can access from directly within Salesforce or across any app via our Chrome Extension.
- Starting a new project with a new client? Easy! Just clone your existing documentation, customize to the new client’s needs and publish!
Getting started in Spekit is easy and doesn’t require heavy lifting to get up and running. In a few steps you’ll be ready to start your documentation and provide real-time updates for your client.
This once tedious task is now easy and efficient to replicate across clients. Now, let’s look at how you can hand this off after implementation.
Enabling a smooth handoff and future-proofing your project
Now, you’ve gone through the process of creating documentation and you’re ready for the handoff. The project is wrapping and you need to provide your client with the specifics about why you did what you did, how you did what you did, the nuances behind the solution you built for them and the details behind everything in their org from custom objects to individual fields.
Using Spekit to help roll out your implementation and complete detailed documentation throughout the project means you’re already one step ahead. This training isn’t new to the client. Likely, they’ve been involved to a degree in your process so far. They’ve had access to the shared training in Spekit and you’ve assigned “Experts” to manage content after you’ve left.
Through the dynamic content created during documentation, you’ve already provided training materials they can immediately get started with. With knowledge and videos embedded with the Spekit content, they can immediately use to get up to speed on the amazing solution you built for them.
This is crucial because now they’re able to turn around and customize any additional training for their team so they can get up and running right out of the gate. This means sooner recognition of ROI on a tool they’ve invested a lot of time and money into.
They’re also able to collect data from their employees in real-time to find out if everything is working the way it should be. This could be a potential source of User Acceptance Training (UAT) feedback as well. During the headaches that inevitably arise during UAT, they’ll be able to easily capture feedback from their team to notify you of any bugs or breaks before you wrap the project.
Now that we have established how Spekit helps with both documentation, UAT, and hand off, next up is how leaving a client with a project fully buttoned up like this ensures a client for life.
User adoption = Client for life
For your client, implementation is the beginning, not the end. Although your part of their Salesforce journey may be coming to an end for the moment, the goal can and should always be to gain a client for life.
Let’s look at a very interesting statistic that should really drive home why the client for life relationship is so important for you as a consultancy. “For every $1 Salesforce makes, the partner ecosystem will make $5.18,” according to the IDC. That means they’re likely to spend 5x more in the ecosystem! That’s a lot of reasons to maintain the relationship.
Clients who’ve had a positive implementation experience will likely come back to the same SI/consultancy in the future to help with their continued needs for Salesforce, integrations, data migration and new instances.
Looking at how Spekit has made a positive impact on future proofing their specific Salesforce instance, Dustin Bystrom of Minnesota Associate Council for Veterans said, “As a statewide nonprofit (MAC-V), Spekit has quickly become an essential tool to quickly and efficiently disseminate needed information to our staff located in various offices around the state. Given the current global health situation that requires our team to transition to a remote work, Spekit has enabled us to get information to our staff rapidly where they need it most, and with circumstances and information changing at a breakneck pace the application has allowed for easy editing and notifications as guidance has changed.”
“The application is user friendly and easy to use allowing for us to crowdsource content and utilize the unique knowledge and skills of our colleagues without having to spend precious time troubleshooting and reviewing content. It’s fair to say that without a tool like Spekit our agency’s ability to continue to carry out our mission would be hampered by confusion and obsolete guidance which Spekit helps us avoid.”
Dustin highlights the importance of training after go-live and why it is so important to consider the next steps your clients should take after implementation.
Bottom line, as your client grows, you grow with them.
Using Spekit makes wrapping your project easy
Did you ever think that rolling out a Salesforce implementation could be, dare we say it, a breeze? Using Spekit you can feel confident that you have everything at your disposal to be successful.
Spekit allows you to easily work on and update documentation in real time. You can collaborate with the necessary stakeholders on the client end of the project and adjust as needed if scope changes.
You also have an easy way to hand everything off and provide the training they need to be successful with the solution you built. Did you know Spekit also gives you the ability to print a PDF or Excel file from all of the documentation you just created? Yup, we thought of everything. Lastly, they’ll recognize ROI sooner with onboarding materials and just-in-time training directly within Salesforce to guide their team. This means happy successful clients. And, when your client is happy, you’re happy right? We thought so.
Surprising as it may sound, the biggest challenges you’re likely to face in migrating from Salesforce Classic to Salesforce Lightning are not issues with technology.
The biggest challenges are on the human end. Or…is that really a surprise? After all, they call it the Salesforce Lightning “Experience.” And, people are the ones who have experiences.
Image your experience in this scenario: You’re a Salesforce Classic pro, but today you head into work, log in to Salesforce Lightning for the first time and suddenly, whoa:
Where are my opportunities?
How do I log calls?
How do I send a contract?
Humans are creatures of custom and habit. Switching habits can be a long and arduous process. But, for many, the time for migration to Lightning is no longer a nice to have, it’s a necessity.
So, the question becomes, how can you make this migration experience as painless as possible for your team?
Without a doubt, great documentation plays a key role in the success of any migration. Having engaging, up-to-date, easy to digest and easy to access documentation will provide ongoing support for your team well after your training sessions are over.
But, traditional documentation comes with its own set challenges.
First, an organization migrating to Lightning typically has to write all new documentation from scratch. That’s a big pile of work.
Second, while documentation and training are critical to a successful migration, the way they’re presented typically requires stepping away from what you’re doing in order to learn about…what you’re doing.
Somehow, that doesn’t seem quite right. Seriously, wouldn’t the best way to learn about a new experience be from within that experience?
That was exactly the thinking of Brett Barlow at Postmates when he led their recent Lightning migration. Brett started the team out by reviewing the documentation and release notes. Then, had them create a list of every process they’re currently performing in Salesforce, so they could be clear on exactly what they were looking for in the new interface.
Then, he did something unexpected. As he explains it, he wanted to get the team up and running on Lightning as quickly as possible, which to him meant turning Lightning on and removing the option to revert to Salesforce Classic:
…I recommend turning it on and hiding the option from all users. This can be done by removing the Lightning Experience User permission from your custom profiles.
And yes, turn it on in production.
As demonstrated by Jeff and the team at Postmates, a successful migration requires:
- Getting the right information into the hands of the users
- Defining your organization’s unique set of processes
- Getting the users into the platform so they can begin familiarizing themselves
It’s a good approach. But, how much more effective might it be if those three steps could be combined into a single step?
What if you had on-demand documentation and training to ease the transition to Salesforce Lightning while working within Lightning itself.
Introducing: Just-in-time Learning Embedded in Salesforce
A just-in-time learning platform would let teams centralize their knowledge in one place and deliver it within their Salesforce workflow.
The key to such a platform would be breaking processes and tasks down into bite-sized pieces of custom knowledge that can document any process, action, or terminology within a workflow.
With a platform directly integrated with Salesforce, users could work normally until they get stuck or have a question. Then, a simple hover over an icon beside a picklist, object or field value, will reveal the answers they need to move onto the next task.
With a solution like this integrated, when you log in to Salesforce Lightning for the first time and you’re not sure where your opportunities are, or how to log a call, or how to send out a contract—the answers are right there at your fingertips. With training on-demand, you can learn the Salesforce Lightning Experience from the inside.
If your team is preparing to migrate to Lightning, just-in-time learning platforms like Spekit provide out-of-the-box content to help take the pain out of content creation.
- Click to import to “Salesforce Lightning 101” content
- Click to integrate with Salesforce, and easily customize any bites of content on the fly to meet your specific business needs.
- Include the processes and definitions needed for your specific workflow, and boom! You’ve added embedded training directly within Salesforce.
You can relate the bite-sized chunks of information to relevant Objects in Salesforce so the information is easily accessible by the user. You can also use these pieces of micro-documentation to add context to your stages or picklists to eliminate confusion.
With a tool like Spekit, documentation is collaborative, supporting knowledge sharing throughout the team. If you add or update a definition to any field imported into the platform directly from Salesforce, the platform would automatically identify that a definition has been added to that field. On refresh, the help icon would appear and any user who needs it now has access to that new or updated information.
When education technology company Hobsons started looking to transition from Salesforce Classic to Salesforce CPQ, it became clear they would first need to get their team up and running on Salesforce Lightning.
They wanted to find a way to deliver training to the team that was fast, integrated, and could be easily updated. They implemented Spekit to bring their 300-member team up to speed on Salesforce Lightning with just-in-time learning.
They found that this approach helped improve retention, reduce questions and free up time for their team to focus on other tasks. In fact, they found that after putting the platform in place, they reduced Salesforce training and support tickets by 35%.
Hobsons’ experience helps drive home the point that a just-in-time approach is good for more than migrating from one user interface to another. Contextual learning is probably the best way to get newly onboarded users up and running. Moreover, it’s a great way to support experienced users.
This style of training is less about having everyone go through a “session” or “sequence” and more about allowing anyone to ask and get answers to Salesforce questions in real-time.
Even an experienced user might forget which opportunity field to select. But, with a platform such as Spekit, they have access to answers in real-time.
Whether migrating to a new version of the platform or just trying to get through a day’s workload, they’ll be learning in the best possible setting—their own workflow.
So, you have myTrailhead and are thinking about adding Spekit. Or, maybe you’re looking at getting both? You might even be comparing the two trying to determine if you need both of them.
You may be asking yourself, “how will these tools help me maximize my in-app learning, new employee onboarding, and continuous training?”
Great question! Navigating your training journey can be tricky with so many options available. There’s no doubt that the LMS space is growing and rapidly. In fact, according to Zion Market Research, LMS systems will be valued at roughly $19.05 billion by 2022. That’s a whole lot of reasons to make sure you are paying attention!
Still, it can feel overwhelming when looking into different applications and where to begin. Luckily, we’re here to help.
Let’s start by doing a quick breakdown of what myTrailhead and Spekit are, the differences between Spekit and an LMS solution, and how you can combine them both to train like a rockstar! Ready to dive in? Let’s go!
So what is myTrailhead?
myTrailhead was adapted from Salesforce’s “Trailhead” platform. Chances are if you’re involved in the Salesforce ecosystem in some capacity, you’ve heard of this platform.
If you’re brand new to the ecosystem or unfamiliar, click here to read more!
What is it? myTrailhead is a traditional style LMS (learning management system) that is designed as a series of learning modules that users can take in a specific order. Your employees can take courses that you have designed for them to assist with your onboarding and training process.
How does it work exactly? myTrailhead gives you the ability to build out “trails” similar to a course in an LMS for your employees to use during onboarding and training. Putting together a dedicated “myTrailhead team” in your organization, you can begin to make your own trails. Each trail is comprised of a series of modules containing important information your employees need to know.
This information can extend beyond Salesforce CRM training and onboarding. For example, you can work with your IT team to put together information about important security measures each employee needs to be aware of and comply with. You can even add quizzes to the end of each module to reinforce the content being taught.
This is a great starting point for onboarding but what happens after they complete the module, when they’re in their day-to-day workflow and have a question? What happens when a small process change is made that they need to learn (ie you add a new field in Salesforce)? Do you create an entire module and have them go through it again?
When businesses are looking into “agile” learning platforms, they’re looking for systems that are customizable, user-friendly, tailored to their unique business needs and are quick to stand up (TalentedLearning). Enter, Spekit.
Now that you’re familiar with myTrailhead and how it can help with initial onboarding and training, let’s take a closer look at Spekit.
First of all, what does it do? Spekit is the leading just-in-time learning platform for driving adoption across applications.
What does that mean? With Spekit, teams can embed and surface bite-sized enablement and training directly in the tools they use every day so that employees can access answers if they get stuck, when and where they need it without leaving their workflow. This is important because studies show that we as human beings generally forget about 60% of what we just learned in only about 20 minutes!
The platform gives organizations the flexibility to move quickly, drive change and scale learning with growth.
Spekit helps to not only train and onboard your employees but also to continuously reinforce and re-engage employees with just in time learning, embedded through your team’s workflow. This is important because ROI on Salesforce does not happen immediately after implementation.
Why does ROI not happen right away? As you use the Salesforce platform more and more, you will begin to mold and tweek it to fit your organization’s unique and specific business needs. Each change will require you to notify your team and re-train them.
It is not enough to simply notify them and hope they return to the centralized documentation system for more information. The chances of them doing that extra step are slim. You consequently run the risk of users developing work arounds, returning to legacy systems or simply not using the platform.
This is where ROI can be lost and why it is important to embed your training and resources into the platform itself. It allows your users to get answers to the questions they have in real time without having to hope they return to a traditional LMS system to visit the documentation.
It’s not just a one-sided approach either, Spekit allows your users to give valuable feedback in real-time within the application itself, letting you know what content is working for them and what is not. With the feedback gathered from Spekit, you’re able to identify bottlenecks in the learning process and make updates to content instantly to maximize impact and efficiency.
Even when employees are outside the app, information is still easily available to them without having to take the time to go back in. With the Chrome and Outlook extensions, users can access answers to their questions on the spot, anywhere they’re working.
Can you see how Spekit allows you to take your training well beyond the onboarding process? It allows you to seamlessly integrate learning into all of your business applications and avoid the headache of manual updates and confused employees. This in turn makes you a rockstar.
Where do they meet?
Now that we understand what each of these tools do on their own, let’s take a look at why adding them together can take your onboarding and training journey to a new level.
We all know that the onboarding during a new employee’s journey will never cover every employee’s question right out of the gate.
It will be a great jumping-off point for them to hear a deep dive about your business, the tools available to them, requirements and KPIs and the necessities of how to get started in their roles.
Chances are in the next coming weeks and over the course of their employment, they will have many many more questions. Starting them off with a detailed repository of onboarding information that’s centralized and easy to access is key.
Having users run through myTrailhead trails and modules will provide a foundation for them with the option to come back and retake a course whenever necessary. This, however, is not enough. The likelihood of revisiting an LMS system for each and every question that comes up is very low. Why? Because it is time-consuming and assumptive that they will remember exactly where the content lives on their own.
What is the answer to combat this? Employees can use Spekit to answer all of those ongoing questions that will continue to come up without having to go searching for the answers in myTrailhead.
For example, think about your Sales process. Chances are very high you will train your Sales staff on your specific process in their onboarding and initial training. But chances are also very high that this will not be enough.
Your employees will need lots of reinforcement as they get started and even as they settle in and feel comfortable. They may get confused about what requirements need to be met in order to move an opportunity from step 1 to step 2. Or maybe they do not remember which fields are required or what details they need to add in each step.
If you expect them to leave their workflow to spend time searching your LMS for the answer, think about how much of both their time and the company’s time is being lost. This extra step causes needless stress and confusion when they could be spending their time elsewhere (like prospecting).
Let’s look at another quick example. What if that same rep needs to create an opportunity report to monitor their individual pipeline and are unsure how to start. Now, they can use the out-of-the-box Spekit content with step-by-step instructions on how to create a report. Voila! They were able to answer the questions they had without ever leaving the page, asking a coworker or emailing support.
Another great use case for Spekit is ongoing change communication and training. Tools and businesses are in a constant state of flux. Nobody has time to create an entire training module every time a field definition updates, a territory change is rolled out or an opportunity stage is revised.
Spekit is the easy to use, create and scale solution for training and change communication. You can quickly ping updates to impacted team members that appear via notifications, email, through the Chrome Extension and in Salesforce itself to keep everyone on the same page at all times.
Combining myTrailhead and Spekit makes YOU a rockstar!
With Spekit and myTrailhead combined, employees are empowered with the answers and coaching they need to succeed. And when your employees are happy and well equipped, your business runs smoother and more efficiently saving both time and money.