The problem
Southwest Airlines has invested heavily in training its Employees to continue leveling up their skills. Traditionally, it leaned on more formalized, real-time training sessions in order to disseminate information. Sales Teams had to flip between slide decks and notes taken during training and input that to Salesforce, resulting in information often being lost in translation. Valuable training resources, job aids, and documented processes were housed across five different systems outside of Salesforce, creating excess work for users and leading to lost productivity searching for information. With their Team transitioning to remote work, they needed a more scalable self-serve solution to streamline training while keeping everyone productive.
Businesses need an effective way to train employees and communicate change in real time 鈥 without disrupting their workflows.
How do they...
- Train employees on tools, processes, and updates in a way that effectively maps to how employees learn and maximizes retention?
- Increase adoption, productivity, operational efficiency, and revenue?
- Decrease support questions, poor data quality, and scattered knowledge?
In the case of Southwest Airlines, the Company sought to understand how technology could help it house training material and updates directly in Salesforce where sales teams could easily access them. It was able to do this with the help of 天涯海角APP.
