Case Study #1 - Salesforce IMPLEMENTATION

• Global sales organization building new inside sales department and needed full Salesforce implementation, sales process documentation, and training for Salesforce Lightning with custom software integrations

• Timeline - 6 months

• Organization size - 200+ global team members and growing

• Create an integrated training and onboarding learning program to grow with the company using ADDIE (instructional design) and ADKAR (change management) methodologies. 

• Used the process documentation (source materials) to create learning materials along with a change management and training program.

• Partnered with Director of IT, Salesforce Admin, Business Analyst, Director of Sales, and VP of Operations to build out Salesforce implementation.

• Develop an evergreen learning program that can easily be updated and the company grows and adds on system integrations. All content is independent, yet works together. 

• Identify a team of super users from each department so they can support team members as they all learn the new system. All new training is launched to Super Users first so they can support departments after inital training period.

• Create role-based and process-based support training playbooks.

• Incorporate social learning through a series of unstructured Q&A sessions/lunch and learns.

• Six-weeks of structured training to ensure all team members had a foundation of knowledge.

• Designed Salesforce super user training program so each department had team members supporting smaller training needs.

• Wrote all Salesforce change training communications and updates.

• Delivered weekly Salesforce Q&A Sessions for 6-8 weeks post-formal training.

• Custom job aides for each specialized process.

• Recorded all trainings, then posted to internal training & resource center.

Example Deliverable:

• • Salesforce Training & Documentation  

Shared with Permission from both Company President and CEO

• Company 100% onboarded to Salesforce Lightning at the end of the 6 month implementation period.

• Additional integrations were developed and trained on in six-week increments with minimal support issues due to having super users in each department available to train on new features.

• Approximately 60% decrease in support tickets due to more thorough training and support systems in place.