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Sharing Critical Information to Employees from Home with Improved Apps

by Adriana Santos, Salesforce.com

As we look ahead at the coming weeks and months, it’s important that employees are set up for success in their remote work environments. What this often comes down to is having the right digital tools in place to be most productive. During these strangest of times and beyond, every organisation will need to work with employees to perfect the remote work experience to drive employee engagement.

Dave Round, Operations Director with KTSL, a leading UK BMC Software partner, keeps their remote team engaged and organised with a repository of embedded help and training with links to “Master” documents. “With all of our, ‘how-to’ guides and information on pricing calculators, best practices etc. kept right in Salesforce, it has greatly increased our end user’s productivity and engagement with Salesforce.” 

Dave has achieved this with AppExchange partner, Improved Apps, whose solutions enable customers to share knowledge organisation-wide and out into customer, and partner communities. Improved Apps has been taking the digital transformation lead in at-home work environments. We caught up with Simon Thompson, CEO and Co-Founder of Improved Apps, to learn more.

What are the main challenges your customers are facing during this COVID-19 period?

Simon Thompson: One of the key challenges we’re seeing is that supporting remote workers combines both technical challenges and culture change for industries across financial services, healthcare/pharmaceutical and business services.

The second challenge is understanding the new normal. Our approach, and what we’re advising customers, is that they should be investing and supporting their employee at-home work environments as the new normal. The Salesforce platform is fantastic in that it helps businesses more easily transition from office workers to home workers. Customers now more than ever need to support their employee at-home work environments.

Today, customers have fewer hours in the day to get tasks done. Training and self-development has taken a back seat in their employees’ day-to-day lives, and role-based onboarding is limited or rushed. Expensive classroom sessions and webinar-based training often don’t deliver the experience needed to be successful. Who’s really listening? The ‘forgetting curve’ is real and it’s well known that only small amounts of information are ever retained. Now it’s business-critical to provide a better way to engage remote users with ‘just-in-time’ support, focused on not just the customer or partner experience, but the employee experience as well.

For KTSL, it’s not having to “hunt around all the different locations where we used to keep important documents,” shares Dave. This saves KTSL huge amounts of time and encourages their employees to always follow the most up to date best practices, just by using Salesforce.

How are your AppExchange solutions coming in to help fill the gap and solve these challenges?

Simon Thompson: No longer do businesses need large budgets, lots of people and time to deliver the onboarding, adoption and on-going engagement required to succeed. We designed the User Engagement Layer™ with Salesforce to connect people with ever-changing digital content in an intelligent way and from any location. This increases proficiency and delivers a significantly better experience, which drives measurable remote employee productivity and customer success. Underpinning the User Engagement Layer™, our two security reviewed, 100% native AppExchange solutions (Improved Help and Improved NoticeBoard) enable customers to manage critical communications and content on the trusted Salesforce platform.

How are you working with customers in light of COVID-19?

Simon Thompson: We responded to COVID-19 early. In January, we encouraged a work-from-home policy, switching ourselves to webinars and online sessions for all prospects, partners and customers, whether local or elsewhere in the world. In March, we reassured all employees that their jobs were safe and that any illness would be supported, should they need to be away from our business. Family comes first on all occasions.

Our core business values of Customer Success, Trust, Security, Innovation & Quality and Giving Back were to be put to the test. We launched a new landing page to support Salesforce customers and partners through these difficult times – our aim being to help customer teams transition to successful remote workers, without any drop in productivity. Existing customers are also benefiting from our offer, with those who contracted a subset of users, enjoying unlimited access, with no limits, for all their users.

What impact has your solution had so far?

Simon Thompson: It’s clear that businesses are not in a steady-state and that the crisis is far from over. The number of inbound enquiries has gone through the roof. My teams are on top of responding to all the customer and partner enquiries to ensure everyone has enough information to make informed decisions. To this end, we also launched a ‘Test Drive’ button on our AppExchange listings for customers to easily experience our solutions.

Our solutions are changing the way users get the help where and when they need it. On average, our customers are seeing 70% fewer user support calls from direct support for users where they need the guidance, content or help and training. Our customers are also seeing at least a 50% reduction in training costs.

To learn more about ways you can support your employees, customers, and communities during this time, head to the AppExchange COVID-19 Resources page.