30% increase in
workflow productivity
40% reduction in
support tickets generated
Enhanced proficiency
of sales users
About Company
The client is one of the largest not-for-profit healthcare provider networks in the US, serving 4 million customers and 65,000 physicians across the state.The Challenge
The customer selected Salesforce.com to ensure that their important information flows seamlessly and accurately across all key stakeholders. The custom implementation involved complex digital workflows which posed navigation and user experience challenges to the employees putting productivity at risk. The customer’s sales training team started looking for solutions to deliver learning content “in the precise moment of need,” to improve productivity.
The Solution
MyGuide, by EdCast, was introduced as a solution to provide in-app training for all Salesforce users. The users leveraged MyGuide “HowTo” tutorials with step-by-step instructions directly inside of the Salesforce platform. This simplified the user’s workflow by enabling self-directed learning that was embedded in the process itself.The step-by-step instructions that were specific to each role and type of user inside Salesforce, resulted in massive productivity gains and better accessibility to best practices and internal tacit knowledge.
The Benefits
The “distance between learning and working” is effectively eliminated resulting in higher retention of skills and knowledge needed to perform complex workflows. Additionally, MyGuide has significantly cut down on support costs by reducing tickets and cases. As a new form of sales enablement, MyGuide has accelerated the adoption of the Salesforce platform for all internal stakeholders, leading to productivity gains and an improved user experience.
Simplifying Learning and Maximizing Adoption
The MyGuide team has been instrumental in making everything come together for training our sales team on many complicated processes. We have accomplished our initial goals of better retention of skills, and increased productivity while working inside the Salesforce.”
Senior Manager Sales Training
A Leading Healthcare Provider