expanded into providing perceptive information on where an application works, where there .... Sam Cobley, Alere Toxicol
Improved Enterprise Success Planning
‘ESP’ for Salesforce Delivering the sixth sense you have always wanted
Improved Apps Article
Helping customers get the most out of their Salesforce investment
Where do you need to improve for Customer and Users? Do you worry about Customer Satisfaction? Can you even define what Customer Success is? Do you worry about user adoption of your solutions? Do you want to know where there may be issues in the product, or solution, with the users, or with a department? Do you leave help and training and adoption issues until the end of a project implementation and then forget about them?
Answered ‘yes’ to any of these? You possibly have a bigger problem than you first thought! But don’t worry…Improved Apps are here to help.
Who are Improved Apps? Improved Apps was founded in 2011 to ensure success of Salesforce solutions. Starting with the objective of fixing adoption issues on a continual basis, this has now expanded into providing perceptive information on where an application works, where there are issues, what users think of an issue, how to address the issue. The issues could be in the solution, in the training, in the users, in a division, a company or a country. The Improved Apps approach is to provide information, training, user guides and help that are intuitive and take into account the role, competence and transaction history to deliver pertinent assistance when and where it is needed. By gathering statistics (Big Data) it is possible to expand the capability by analysing where usage is wrong, where it isn’t being used, who isn’t using it etc.
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Delivering sentiments and surveys functionality help identify and define an exact issue. Providing languages (full or ad-hoc translation of selected text) and delivering different information by type and experience of user makes Improved Apps a global solution provider. If you are an ISV you will be able to benchmark customers against one another and identify customers that need help. If you are an Enterprise you will be able to find the issues with people, departments, or solutions. This includes non-Salesforce solutions that are integrated so providing a consistent cohesive help and training environment, as well as a more agile Early Warning System (EWS). Improved Apps helps their customers and users by; Helping understand where the issues of user/customer adoption occur Increase adoption of applications by users (customers or employees) Increase efficiency of users Improve speed and ease of training Reduce process & data errors Reduce your support costs (Operations or Help Desk) Help plan for success of the Enterprise and provide an early warning of impending issues (personnel, systems, departments, compliance, etc.) Help an ISV partner identify customer issues before they become support problems
The first proactive support environment ‘Reactive support is poor support’ What is Enterprise Success Planning, ESP? Simply put, ESP is an understanding of how users (customers or employees) interact with the solutions that you provide them so that it becomes possible to steer more accurately in the direction required. At lower levels it provides specific tools for help, training and compliance. At a higher level it provides access to statistical information based on Sentiments or Surveys that can be analysed to highlight success or deficiencies. Improved Apps facilitate simple adoption by using several different but compatible modules:
Improved Help: Delivers help and training to address users’ questions and issues, enforce standards and push enterprise intelligence. This is delivered where it’s most needed, at the heart of the solution where users are operating. It also allows multiple entry/exit step-by-step guides to walk users through processes and procedures without having to endure a training guide from start to finish and without having to leave the Salesforce environment. Improved EWS: An Early Warning System to understand where things are off-target and how to plan and implement the fix. Reports/Dashboard analysis provides the hotspot information. The use of surveys and sentiments further refines information. These analytics are reviewed regularly to ensure the solutions are delivering against their promises and taking the enterprise where it wants to go.
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Improved Health Check- understand where things may not be perfect and could be made better. An annual review of the use of Improved Apps ESP family and how to use it for even more benefits. Improved NoticeBoard: Provides targeted information to an organisation, group or individual and ensures that the messages have been received and understood whilst allowing audits to be undertaken. Improved Training: An annual service to ensure admin and users are at the top of the adoption curve, any issues are minimised and any modification is understood and applied correctly. The biggest challenges for implementations re to get immediate adoption…then keep adoption sustained… BUT, why not plan for success and start to be proactive regarding any potential failures? The ESP family of solutions will deliver different information (depending on user) to different user groups in different languages and can even quick translate selected text in context. So no longer feel guilty that corporate policy is English or French as other languages can be given adhoc support. NO limits on the amount of content NO limits on the number of help or discussion topics NO limits on the type of content NO limits on where content can be placed NO limits on the number of content authors This is designed for business administrators to manage so: NO need for technical know-how NO need to be a system administrator
NO need to hire expensive implementation or training consultants
“The possibilities are endless with Improved ESP” Paul Field CEO, Improved Apps
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Working on the move? No problem… Improved ESP family is compatible with salesforce1 Mobile Working in a community? No problem… Improved ESP will work on Partner or Customer Communities, Sales or Service Cloud Console and is Lightning Ready. Working in a constantly changing environment? No problem… Improved ESP is designed to help and assist users through a changed process, supporting your change management and governance processes. No time to develop help modules? No problem… Copy the ‘gold nuggets’ from your existing help and paste into help topics Link to existing presentations and training collateral Drop in a short video or refer to a specific part of a longer video Group related help topics together to create a reading list or a playbook Used Improved Apps Help Templates
“Don’t let the time, effort and cost that’s gone into your Salesforce solutions go to waste.” Improved Apps deliver a better way to train your Salesforce users, create application documentation, provide access to policies, procedures and help identify solution or user issues. Improved ESP provides simple tools that empower you to create, manage and embed context-sensitive Information to be delivered at the Point Of Need (IPON) and then analyse the results.
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Sharing knowledge for shared success “Improved Apps – Improved Help and Improved Noticeboard – will be a game changer” Alicia Walters, Kerry Inc. - CRM Global Data Lead “We were able to roll out the first version of this to our global users after a couple of days” Ulrika Grahn, Qlik - Senior Global Operations Training Manager
“I’m now confident that our Salesforce users get the help that they need” Sam Cobley, Alere Toxicology – Online Development Manager
IMPROVED APPS LIMITED Improvedapps.com
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Twitter: @ImprovedApps
