ScreenSteps Case Studies Nonprofit's Successful Salesforce Implementation and Training for 200+ Employees

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	Nonprofit's Successful Salesforce Implementation and Training for 200+ Employees ScreenSteps

Nonprofit's Successful Salesforce Implementation and Training for 200+ Employees

ScreenSteps

Applicable Industries	Education
Use Cases	Virtual Training
Services	System Integration Training
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Applicable Industries

Education

Use Cases

Virtual Training

Services

System Integration

Training

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.

About 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.

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.

Impact #1	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.

Impact #1

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.

Benefit #1	Over 200 employees were trained on the new CRM system
Benefit #2	The training was completed over several months
Benefit #3	All employees were ready to use the new system effectively from day one

Benefit #1

Over 200 employees were trained on the new CRM system

Benefit #2

The training was completed over several months

Benefit #3

All employees were ready to use the new system effectively from day one

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Overview

Nonprofit's Successful Salesforce Implementation and Training for 200+ Employees

Operational Impact

Quantitative Benefit