The Challenge
Increasing Salesforce® Lightning adoption and engagement worldwide
Robert Half made the business decision to enable Salesforce® Lightning for certain modules, to take advantage of the enhanced functionality and better user experience. Because the look and feel of Lightning is very different from that of Classic, Kim Clark, Senior Manager of the Technology Learning Programs team, wanted to offer an innovative and streamlined change management strategy that created a “work happy” experience for each employee.
“Our goal with upgrading modules to Lightning was to empower employees, not distract employees. Traditional training methods, like classroom sessions or job aids, can sometimes cause disruption or distraction,” says Kim. “We needed to provide quick access to bits and pieces of learning that could be applied right in the CRM.”
In addition to supporting existing users as they transition to new processes in Lightning, the organization also had to consider new user onboarding. “We want to empower our new hires to get up to speed quickly so that they can hit the ground running,” Clark says.
The Solution
Empowering employees through intuitive self-service learning
The team implemented the WalkMe Digital Adoption Platform across Salesforce® Classic and Lightning. “Allowing employees to get accustomed to seeing and using in-app guidance set up a really consistent experience,” says Kim.
Initially, the goal was to familiarize employees with the new layout and features. “We leveraged several components of WalkMe, including a ShoutOut to aide in navigation” Kim says. “And once there, additional guidance would pop up to introduce the new functionality and provide access to additional resources.”
When an employee is ready to perform certain tasks, employees can activate a Smart Walk-Thru to take them through a process. Users learn while they work, inputting information as they follow the guidance, without ever having to leave the system. Whenever and wherever users have a question while using the app, the answer is available in real-time.
Interactive tools for all learning styles
The Learning team takes their digital transformation to the next level – by not only focusing on the tools and technologies, but also on the skills and readiness of each employee. They are able to offer a personalized and contextual learning experience that meets the needs of different employees.
Their digital adoption strategy doesn’t just enable technology adoption; it empowers each employee with “on the spot” coaching to help each individual think strategically. The Learning & Development team uses WalkMe to give employees timely reminders about best practices, word tracks, and paths for objection handling.
“Our team focuses on tools and techniques that support operating and transforming our business, and WalkMe is used to help accelerate that goal,” explains Kim. “WalkMe helps us increase user adoption and engagement of our tools and supports our overall digital transformation strategy.”
The Results
Streamlined training and self-service
The traditional model of training is expensive – the headcount, the travel, plus the time spent by employees away from their daily responsibilities. But the most expensive part about it is that employees often forget what they learn during these training sessions.
With WalkMe, training and internal communication is now simpler and more effective. ShoutOuts, Smart Walk-Thrus and SmartTips have been used to replace emails and job aids. “Already we see less people calling in asking how to do this or do that in the system,” she says.
In a world of SaaS software, change is now a constant. “WalkMe gives us the ability to move at the speed of change – we can be responsive, flexible, and instantaneous. Now users can just log in and the information is right before their eyes. We’re able to communicate with our people in a way that really works” Kim says.
WalkMe’s Insights platform provides Kim with the user engagement data she needs to optimize her WalkMe content and decide what to build next. This ensures that the solutions they create are meeting the needs of their employees and helping to achieve their learning goals.
Personalized coaching to empower each employee
Providing employees with the training they need to properly use their tools is only one part of the job. More importantly, Kim’s team strives to enable each employee with the skillsets and resources they need to succeed at their job. “Giving employees the power to find answers and solve problems also frees up my team for more strategic tasks, like creating content that empowers employees to better service our clients.”
WalkMe helps Kim’s team to provide real-time coaching to 10,000+ across 18 countries in a way that was never previously possible. By offering tips for success throughout the flow of work, the employee can easily put them into practice and see immediate benefit. For example, by placing word tracks and objection handling paths directly at the time of need, more employees are aware of the resource and use its guidance to navigate situations and improve outcomes.
Supporting company-wide strategic initiatives
Robert Half launched a company-wide initiative to keep recruiters up to speed with current market conditions.
Within Salesforce, they built contextual ShoutOuts that triggered based on specific actions taken. These notifications remind the users what is happening in the market for their specific line of business, and provided word tracks, to help navigate conversations with the clients in order to meet these strategic goals.
Despite comprehensive training and enablement around this initiative, Kim’s team knows that sometimes employees still forget. These reminders allow them to catch recruiters at the perfect vantage to remind them of the initiative and give them with the resources they need, to help them reach their overall goals..
“As with most initiatives, it is on our company’s goal to stay current and to increase overall market share. Giving our teams the tools to stay competitive, while still placing our candidates in high paying jobs is the best ROI we could ask for” Kim emphasized.
“As a Learning team, we know that employees learn in all sorts of different ways, which is why it’s so important to offer a diversified learning strategy,” Kim explained. “We also know that employees ‘work happy’ when they can easily get the information, they need to do their job, and do it well.”
