Nonprofit's Successful Salesforce Implementation and Training for 200+ Employees
Applicable Industries
- Education
Use Cases
- Virtual Training
Services
- System Integration
- Training
About The Customer
The Peninsula Jewish Community Center (PJCC) is a nonprofit organization that decided to upgrade its customer relationship management (CRM) system in the Fall of 2018. The CRM system, built on Salesforce Lightning, was intended to streamline its operations and offer its guests a more personalized experience. The organization has over 200 employees who needed to be trained on the new system. The training was led by Ryan, the Salesforce Support Specialist at PJCC, who was determined to make the training engaging and effective for all employees.
The Challenge
In the Fall of 2018, The Peninsula Jewish Community Center (PJCC) decided to upgrade its customer relationship management (CRM) system, built on Salesforce Lightning, to streamline its operations and offer its guests a more personalized experience. The challenge was to train over 200 employees on how to use the new CRM system effectively. The Salesforce Support Specialist, Ryan, was tasked with this responsibility. He was determined to avoid traditional training methods that could potentially bore the employees and affect their learning process. The challenge was not only to familiarize the employees with the new system but also to ensure that they were ready to use it effectively as soon as it went live.
The Solution
Ryan chose to use ScreenSteps to create engaging and effective training materials. He collaborated with a ScreenSteps coach, Jonathan DeVore, Director of Transformational Services, over several months to develop a training curriculum. The first step was to document all of PJCC’s procedures in ScreenSteps, creating a single source of truth for using the new system. This documentation included how-to articles, checklists, and policies. As the new system evolved, the processes and procedures changed, and ScreenSteps made it easy to update the documentation and keep it accurate. Ryan also created role-based training curriculums that were specific to the jobs PJCC employees had to perform. He focused on creating scenario-based exercises, which were job-specific and relevant, enabling employees to quickly grasp the new processes. During training, Ryan demonstrated how to reference the ScreenSteps articles when performing a procedure, using the ScreenSteps Browser extension to show employees how to use contextual help.
Operational Impact
Quantitative Benefit
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