Updating user documentation? Forget it!
26.04.2016

Jodi Spitler
Business Operations

EMPOWER USERS TO SHARE THEIR EXPERTISE

I love to develop new solutions in salesforce.com for our sales team.  I hate to document them.  Well, documenting is not so bad, but making sure that everything stays up-to-date is painful.

As a sales operations manager, I have enough to do with salesforce.com administration, product enhancements and commission reporting.  I don't need to spend hours reviewing our manuals and on-line help for outdated information.  

Luckily, I discovered a hidden talent of Starmind’s.  I don’t create manuals. I don’t update Sharepoint Sites.  I don’t plague my sales people’s email, Whatsapp or Skype accounts.  I ask questions… and believe it or not, my sales people answer them for me

Let’s face it, salesforce.com is written so that it is easy to use.  The days of explaining to employees where to click and how to attach are, thankfully, long gone.  

However, knowing our company policies, when opportunities should move through the sales stage, or what an opp close date should actually mean are still critical.

Ensuring that when we pull the data, it is consistent per sales region and per employee is paramount. Garbage in, garbage out still rules, so we have to make sure that each sales person understands where and when to make changes to their information.  Do you think a single one of my sales people will read a manual?  Forget it.  Will they answer questions where they feel they have expertise?  Of course!

As a way to avoid writing the dreaded sales manual, I asked one or two questions pertaining to new functionality in salesforce expecting to answer them myself.  When I was distracted with another task and delayed answering for an hour, I noticed that someone had already answered (correctly!) my question.

Now, I ask the questions of new functionality or policies as a matter of course and normally I get answers back from the sales team within 2 hours.  I’m notified of the answer and can comment or correct as needed.  Answers from the team often have more credibility (and often a few tips on how to most easily complete the task) than from our back office staff.  

In addition, sales management often chimes in to give its take on the importance of the information or why we implemented a particular solution.  Last, but not least, as Starmind is a storehouse for all sorts of other information, the sales team doesn’t have to open another tool to find out how to use salesforce. They are in the same tool where they found out about pharmacovigilance when selling to pharmaceutical companies, the impact of Basel II when selling in banking and the best restaurants in the neighboring town.

I’ve used Starmind to document my salesforce.com implementation, but I’m sure that we won’t stop there. Any new process that we implement, be it telephone etiquette, or how to use our ERP system to enter our expense reports will also be questioned – and answered – in Starmind.

Ready to give it a try? Contact us for a live demo

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