WGBH public broadcaster layers WalkMe over Salesforce to implement cost-effective, consistent training.
Shortened Training Times
Salesforce Onboarding in a Day
Lowered Support Costs
As an ambitious non-profit, WGBH needs to allocate resources carefully. Effective training for its member services team is crucial, to reduce the time spent in training, the number of trainers required, and the number of costly errors made by inexperienced users. WalkMe’s Digital Adoption Platform for Salesforce responds to all of those needs.
By providing customizable, in-app training, WalkMe guides users through new or unfamiliar processes in real time. Training is a seamless part of everyday activities. As a result of implementing WalkMe, WGBH reported:
- 72% user engagement
- 48% average completion rate
“
This is the first tool I've seen which allows you to be in your production environment working as you're learning along the way; there is no need to switch to yet another application. Finding a way that can scale as more and more stations move to Salesforce for donor management is critical to our success.
“
Becky Levy
Associate Director of Development Services, WGBH
Executive Summary
WGBH is a non-profit public broadcaster, with over 140,000 donors and—until recently—a hard-working member services team that processed all donations and donor data with no formal training. As WGBH began to support more stations across the country, the critical gaps in knowledge transfer and internal and external training became painfully obvious.
WalkMe for Salesforce was the perfect fit for WGBH’s needs. After a smooth onboarding process, the platform was implemented with great success, serving as an intuitive, real-time training (and retraining) service, as well as a much-needed central repository for process documentation.
The Challenge
A broadening user base revealed critical gaps in training and best practices
WGBH public broadcaster is the largest membership organization in New England, with over 140,000 donors. The member services and operation teams manage all contacts coming into the station, and process all donations and donor data. Team members had no formal training—WGBH had no training program, very little documentation or formalized processes, and no centralized repository for the pieces of process documentation it did have.
When the WGBH team started supporting the Contributor Development Partnership (CDP), a coalition of over 170 PBS and NPR stations across the country, it became clear that informal knowledge transfer was not enough. A critical gap existed in the sharing of best practices, learning processes, and training, both internally and externally.
The Solution
Cost-effective training crucial to the non-profit sector
WGBH needed a way to document the technical processes involved in the the daily customer service and operational tasks managed by its Salesforce platform. Knowledge retention was another key challenge, particularly for tasks employees perform less frequently. As a non-profit, WGBH required the most cost-effective training (and retraining) resources possible.
WGBH’s original plan to adopt a traditional training system was quickly set aside when WalkMe was presented as an option. The WalkMe Digital Adoption Platform integrates seamlessly with Salesforce, offering an exciting new approach to systems training that fit perfectly with the WGBH use case.
The Solution
All-in-one solution for Salesforce training, refreshers, and process control
Thanks to WalkMe, instead of requiring multiple training managers, WGBH has one trainer, knowledgeable on the WalkMe platform who is responsible for the creation and maintenance of WalkMe content. WalkMe applications have been customized to WGBH’s processes and workforce, making learning Salesforce simple for its growing user base. Today, WalkMe for Salesforce effectively trains new users, provides refresher training, and houses process steps for common tasks.
WGBH’s member services department creates Walk-Thrus to guide users through tasks such as adding a gift, adding a new donor, or updating member information. Additionally, WGBH uses WalkMe Analytics to understand how users interact with WalkMe, which goals users are completing, and which processes need support.
The Results
WalkMe trains users quickly and effectively; frees up time and financial resources for other uses
Since implementing WalkMe, WGBH reports substantial benefits—particularly when compared to the modest training resources invested. By minimizing the amount of time and money spent on training, WGBH has been able to allocate these resources elsewhere.
WalkMe provides guidance on the spot, drives users without complication, and delivers real-time analytics. Over 72% of Salesforce users are now using WalkMe in their onboarding. Employees who had no experience with Salesforce have been able to work through complicated processes during their first day using the platform. WalkMe helps them control what they want to accomplish, without error or confusion.
About WGBH Educational Foundation
WGBH is America’s preeminent public broadcaster, with 11 public TV stations and three public radio stations. WGBH is the largest producer of PBS content for TV and the web, including Frontline, Nova, American Experience, Masterpiece, Antiques Roadshow, Arthur, Curious George, and more than a dozen other prime-time, lifestyle, and children’s series. WGBH is also a major supplier of programming for public radio, and oversees Public Radio International (PRI). WGBH is a pioneer in technologies and services that make media accessible to those with hearing and/or visual impairments.
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