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ScreenSteps > 实例探究 > 非营利组织成功实施 Salesforce 并为 200 多名员工提供培训
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Nonprofit's Successful Salesforce Implementation and Training for 200+ Employees

适用行业
  • 教育
用例
  • 虚拟培训
服务
  • 系统集成
  • 培训
挑战
2018 年秋季,半岛犹太社区中心 (PJCC) 决定升级其基于 Salesforce Lightning 的客户关系管理 (CRM) 系统,以简化运营并为客人提供更加个性化的体验。面临的挑战是培训 200 多名员工如何有效使用新的 CRM 系统。 Salesforce 支持专家 Ryan 负责这一职责。他决心避免传统的培训方法,因为这种方法可能会让员工感到厌烦并影响他们的学习过程。面临的挑战不仅是让员工熟悉新系统,还要确保他们在新系统上线后就做好有效使用它的准备。
关于客户
半岛犹太社区中心 (PJCC) 是一家非营利组织,决定于 2018 年秋季升级其客户关系管理 (CRM) 系统。CRM 系统基于 Salesforce Lightning 构建,旨在简化其运营并为其客人提供更便捷的服务。更个性化的体验。该组织有 200 多名员工需要接受新系统培训。该培训由 PJCC 的 Salesforce 支持专家 Ryan 领导,他决心让培训对所有员工都有吸引力且有效。
解决方案
Ryan 选择使用 ScreenSteps 来创建引人入胜且有效的培训材料。他与 ScreenSteps 教练、转型服务总监 Jonathan DeVore 合作了几个月,开发了培训课程。第一步是在 ScreenSteps 中记录 PJCC 的所有程序,为使用新系统创建单一事实来源。该文档包括操作方法文章、清单和策略。随着新系统的发展,流程和程序发生了变化,ScreenSteps 可以轻松更新文档并保持其准确性。 Ryan 还针对 PJCC 员工必须执行的工作创建了基于角色的培训课程。他专注于创建基于场景的练习,这些练习针对具体工作且相关,使员工能够快速掌握新流程。在培训期间,Ryan 演示了如何在执行过程时参考 ScreenSteps 文章,使用 ScreenSteps 浏览器扩展向员工展示如何使用上下文帮助。
运营影响
  • The alternative training approach using the ScreenSteps application and its training methodology was a huge success. The employees were not only comfortable with the new interface and the new processes, but they were also able to perform their job right from the first day. The consultants working with Ryan on the technical implementation were impressed with his training curriculum. The success of the training was reflected in the employees' proficiency at doing their job with the new system. The team's excitement and the consultants' satisfaction were clear indicators of the successful implementation and training.
数量效益
  • Over 200 employees were trained on the new CRM system
  • The training was completed over several months
  • All employees were ready to use the new system effectively from day one

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