A SaaS heavyweight & one of the largest tech companies in the world with over 49,000 employees in 28 countries, Salesforce has built the worlds most successful CRM – not to mention the tallest building in the Western US, the Salesforce Tower.
In this post we look at how Salesforce Datorama, a marketing intelligence and analytics platform, does client onboarding (and more!) with Process Street. We hosted a webinar with Salesforce Datorama’s senior success consultant Alex Hauer, to reveal their secrets.
Process Street is a no-code workflow software designed to help teams make recurring work fun, fast and faultless. We serve over 450,000 registered users including Salesforce as well as other tech giants like Spotify and Airbnb.
(Salesforce Ventures also participated in our recent $12 million Series A led by Accel, alongside Atlassian and others! 🎉)
Salesforce uses Process Street to help their customers learn how to use the product. The customer success team follow Process Street checklists, and even create checklists for the customers to follow directly.
Process Street has helped Salesforce scale best practices, increase new feature adoption, and easily follow & track customer progress.
Let’s see how Salesforce do it, and how you can do it too!
Let’s jump straight to it.
The Salesforce Tower Salesforce uses Process Street for: New client onboarding New employee onboarding & training Feature adoption & upselling Process documentation Salesforce has benefited from implementing Process Street by: Simplifying complex processes into simple, easy-to-follow checklists Personalizing new customer onboarding experiences Training the internal Salesforce team on new features Enabling customers to troubleshoot Efficiently scaling their internal processes & best practices
Client onboarding is the process of getting new clients started with your product or service. It’s about showing them how they can use your product to achieve their goals. That’s not always easy – client onboarding combines:
Identifying client needs and expectations Understanding important use cases Setup of the product to meet those needs Customer training to execute their use cases Determining success metrics for ongoing success Guiding the customer to their aha! moment
How has Salesforce scaled their operations without compromising on the quality of ther offering? When managing client onboarding at scale, you have to think about:
How knowledge is shared How repeated processes should be scaled How to monitor what individuals do How common language is used How to establish and distribute best practice
Salesforce used Process Street to solve the issues above and successfully scale their onboarding operations.
Salesforce uses several Process Street checklists to simplify their new client onboarding processes and solve the problems that come with scaling a company of their size. Salesforce was able to:
Easily share knowledge Increase success rate and reduce human error with documented processes Easily track what work was being done, by who Provide a single source of truth for the whole organization Facilitate continuous improvement Set & scale best practices easily across the organization Standardize internal operations for seamless remote collaboration and synchronization Knowledge is easily shared
The Salesforce team use Process Street templates to collaborate and share internal processes. Templates are like master documents that keep track of all of their most important operational procedures. They run checklists from these templates, which are all tracked via our cloud-based checklist dashboard toContinue reading