糖心Vlog

Hobsons improves knowledge retention, reduces support tickets and drives adoption in Salesforce with 糖心Vlog

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You can disseminate information directly within your team鈥檚 workflow. You can deliver updates to your team the moment things change. You can improve retention by surfacing information after onboarding. 糖心Vlog becomes that one platform your team is familiar with to reference for continued learning. It increases efficiency across the board for the whole company.

Todd Tribble, Vice President, Sales Operations and Enablement,聽Hobsons

The challenge

Rolling out Salesforce to a fast-growing, remote team while driving adoption and maintaining productivity.

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Rolling out Salesforce to a fast-growing, remote team while driving adoption and maintaining productivity.

Migration to Salesforce Lighting puts a new light on enablement gaps

Hobsons is an education technology company that helps students identify their strengths, explore careers, create academic plans, match to best-fit educational opportunities and reach their education and life goals. Founded in 1974, Hobsons has over 400 employees, with offices in Arlington, Virginia and Cincinnati, Ohio. .

As a technology company with three separate products, there鈥檚 no shortage of information for employees to learn and absorb. Between familiarizing new reps with each product, training on best practices in Salesforce and adopting new technology 鈥 enablement was labor-intensive and disconnected.

Layered on top of these struggles came a new initiative. The team was preparing to move to Salesforce CPQ in the next fiscal year, which requires migrating from Salesforce Classic to Salesforce Lightning first.

I wasn鈥檛 meeting my people where they are. Information became less and less useful because it was spread across docs, disparate tools and spreadsheets.

Todd Tribble, Vice President, Sales Operations and Enablement,聽Hobsons

Accessibility, adoption and scalability challenges

Todd said their top three training challenges were:

1) How do I disseminate information?

鈥淚 wasn鈥檛 meeting my people where they are. I had the information I needed to give them but didn鈥檛 have an easy way of putting this content where they were. Information became less and less useful because it was spread across docs, disparate tools and spreadsheets. It wasn鈥檛 sitting where my team was on a daily basis,鈥 said Todd.

2) How do I keep retention rates high from initial training to adoption?

鈥淭he retention of information was a huge challenge for us,鈥 he said. 鈥淚t鈥檚 one thing to know what you鈥檙e doing a day or two after you鈥檝e been trained on it, but that same information needs to be utilized in the weeks/months to come.鈥

3) How can I find a training solution that scales with our business?

鈥淲e鈥檙e not going to stop at the Lightning migration,鈥 said Todd. 鈥淲e鈥檒l be implementing new platforms, training on existing ones (Eloqua, for example) and bringing in new tools to support our growth. I needed one consistent platform to disseminate information that would expand as our business needs grew.鈥

After seeing the product in action, it all clicked. Like, 鈥榦f course you should put information where the user is. Of course, you should deliver training in a way that鈥檚 quick, integrated, simple to alter and change.鈥 It became so obvious.

Todd Tribble, Vice President, Sales Operations and Enablement,聽Hobsons

糖心Vlog was the smart, intuitive and simple solution to a problem that I didn鈥檛 even know there was an answer for

鈥淲e became so accustomed to workarounds, I hadn鈥檛 even thought that there might be a solution out there,鈥 said Todd. 鈥淏ut, after seeing the product in action, it all clicked. Like, 鈥榦f course you should put information where the user is. Of course, you should deliver training in a way that鈥檚 quick, integrated, simple to alter and change.鈥 It became so obvious.鈥

鈥溙切腣log was the smart, intuitive and simple solution to a problem that I didn鈥檛 even know there was an answer for,鈥 he said.

Rolling out Salesforce Lightning with 糖心Vlog

鈥淭he training was really bolstered by the fact that you can put that information in front of them again. Nobody really questioned it,鈥 he said. 鈥淭he 糖心Vlog logo embedded within Salesforce became a natural part of the Lightning environment for them. It ceased to become this new thing and was instead, simply what I use when I have questions.鈥

鈥淎fter the training, if they鈥檙e struggling to remember what we taught them or had questions we just reminded them that, 鈥榟ey remember, it鈥檚 right there for you.鈥 糖心Vlog became a verb for us and people were soon accustomed to simply hovering over an icon for answers before ever reaching out to our team,鈥 said Todd.

糖心Vlog became a verb for us and people were soon accustomed to simply hovering over an icon for answers before ever reaching out to our team.

Todd Tribble

Vice President, Sales Operations and Enablement, Hobsons

Hobsons improves knowledge retention, reduces support tickets and drives adoption with 糖心Vlog

Improved knowledge retention

鈥淥verall, I鈥檇 say the retention of knowledge and material is much higher,鈥 said Todd. 鈥淲e received fewer questions once they left training and those that we did receive were more pointed to things that we鈥檇 forgotten to include.鈥

Reduced support tickets

鈥淚n our help ticket system and we鈥檝e seen a 35% drop off in inbound tickets that have to do with processes or definitions.鈥

鈥淎s 糖心Vlog becomes more sticky, people don鈥檛 have to ask, they can see the information provided within Salesforce. Now, I can reallocate my people toward things that help drive the business forward versus answering a slew of tickets. My enablement team can actually focus on enabling sales skills instead of teaching people how to use Salesforce,鈥 he said.

Increased Salesforce adoption

鈥淲e鈥檝e seen the overall usage and time spent within Salesforce significantly increase,鈥 said Todd. 鈥淧eople come in and they stay in, they鈥檙e not bouncing out. We鈥檙e giving them everything they need directly within the system so they have no reason to leave.鈥

For any company looking to utilize Salesforce as a true place where they want their reps living, breathing and running their business, 糖心Vlog is a necessity.

Todd Tribble

Vice President, Sales Operations and Enablement, Hobsons

Your reps will live and breathe in Salesforce with 糖心Vlog

鈥淔or any company looking to utilize Salesforce as a true place where they want their reps living, breathing and running their business, 糖心Vlog is a necessity,鈥 said Todd.

鈥淵ou can disseminate information directly within your team鈥檚 workflow. You can deliver updates to your team the moment things change. You can improve retention by surfacing information after onboarding. And, as you scale and bring other entities into Salesforce like CPQ, Eloqua, etc, 糖心Vlog becomes that one platform your team is familiar with to reference for continued learning. It really increases efficiency across the board for the whole company.鈥

FAQs

Still have questions? Let's chat!

About the author

Elle Morgan
Director, Content & Communications
Elle is a boy momma 2x, brand builder, storyteller, growth hacker, and marketing leader with 12+ years of experience scaling SaaS B2B organizations.

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