Hi, everyone.
I'm Aisha.
Today we're discussing how Salesforce develops
skills and competencies for employee success
and increases job satisfaction
with organizational effectiveness.
I'll give you three tips you can use
to improve the employee experience in your business
with examples of how we do it here at Salesforce.
If that sounds good, we'll hop right in.
Welcome to "Salesforce on Salesforce,"
an inside look
at our sales, service, marketing, and IT businesses
with helpful how-to tips you can use for your business.
For service and customer success professionals,
we'll have tips that can help businesses
save on costs with automation,
be more efficient with productivity tools,
and so much more.
As always, you can continue learning on Trailhead,
Salesforce's online learning platform
used by our customers and employees alike.
Before we get started,
it's important to call out that here at Salesforce,
our customer success team is inclusive
of both support engineers and success managers
who ensure our customers are getting the full value
out of the Salesforce platform.
In my role here at Salesforce,
I'm privileged to lead the team
to create efficiency in our high-touch service centers.
Prioritizing people programs
and building a strong culture
is an imperative to your bottom line,
and it's one of the key reasons
we're successful here at Salesforce.
Whether you're in customer success,
customer support, or product,
retaining employees means cost savings for you
and these tips can help engage your employees
and enhance their overall experience.
So let's dig in.
Here are three tips
for building an amazing employee experience journey.
Tip number one, gather employee feedback.
At Salesforce, our customer experience methodology
is to meet each individual where they are,
and we want the employee experience to be the same.
We also know that the world and workplace
are constantly evolving,
so meeting people in the moment requires deep listening
and gathering valuable feedback.
We gather feedback from our customer success teams,
both real time and throughout their journey.
With the use of employee interviews and surveys,
we use this data
to inform our employee experience framework.
Similar to how we view our customer journeys at Salesforce,
the employee experience
is a journey that every employee walks.
The journey for our customer success team look like this.
Find me, hire me, welcome me, engage me,
grow me or wish me well.
With this framework as our North Star,
the feedback drives our decisions and processes.
We are able to define key employee metrics,
like technical skills,
such as their knowledge about our products
like Service Cloud,
to soft skills,
such as how well they communicate in a stressful situation.
You're probably wondering how do do we use this data?
For our support teams,
we connect support engineers' skills and competencies
to their profiles in our own Service Cloud environment.
Combined with the power of omnichannel routing
and case automation,
we are able to get the right cases
in front of the right support engineers at the right time.
We also use the skills data to get rich insight
into critical questions like,
does the employee possess the right skills
to serve our customers?
Do their skills align with their career goals?
Are they able to grow within their role?
How can we drive better productivity
and efficiency through targeted enablement?
With these insights, we identify trends and opportunities
which aids in our work with our enablement partners
on strategy to put the right training in place.
And we do that all in Tableau.
Tip number two, align framework to employee development.
It is important to develop and curate resources and programs
that both invest in your employees
and align with your business objectives.
As with most organizations,
the employee experience is deeply shaped
in the engage me and grow me phases.
So let's see how these programs come to life at Salesforce.
First, to increase job satisfaction
and organizational effectiveness,
we offer role-based enablement
and success onboarding with learning paths.
Learning paths are how employees develop
the skills they need
to excel in their careers on their own time.
We work closely with our enablement team
to plan, build, and execute on these curated paths.
Building on the skills gained through learning paths,
employees then deepen their knowledge
with Trailhead Academy's immersive expert-led classes
and then validate their expertise
through Salesforce credentials.
And we don't stop there.
In keeping in line with the grow me phase,
here are some additional examples of training:
leveling guides to help team members
assess their employment phase,
career path transparency and awareness
to keep employees in the career loop,
manager development to train future leaders,
job rotation to discover new opportunities and grow skills,
skills and competency assessments
to keep each employee moving forward.
And our training and development database is Slack-first.
This Salesforce and Slack integration
allows our teams to communicate in real time,
increasing team productivity
and streamlining processes across platforms.
All of these activities and events and training applications
are important for the employee journey.
And when we take the time
to align the right skills for the right job,
that employee is set up for success.
Tip number three, document and iterate on strategy.
To maximize productivity and efficiency,
we make sure we have everybody on the same page
and that our documentation is accessible and available
for iterative changes.
We do this in a few ways.
We use Salesforce's Astro course tracker,
our homegrown learning management system,
in combination with Trailhead
to track courses, activities, and certification progress
for our customer success teams.
For service professionals,
we have amazing learning content
and a number of service career paths
available for free on Trailhead.
These trails offer the technology,
cross-functional service skills, and admin tricks
to build and understand
the end-to-end customer service process.
Wow, we did it.
That's how Salesforce develops skills and competencies
for employee success
and increases job satisfaction
with organizational effectiveness.
Remember, retaining employees means cost savings for you,
and if you can lean into data,
use the right tools,
and establish skills and competencies,
you can grow successfully together.
Be sure to watch the other episodes in this series
to learn how you can deliver
exceptional service experiences.
And don't forget to check out Trailhead
to learn more about the employee experience with Salesforce.
We'll see you next time.