Case Study

On the verge of a Salesforce go-live, an innovative prop-tech company faced a critical challenge: their project was behind, and their teams were untrained.

See how my rapid documentation and training program turned a high-risk launch into a company-wide success.

Key Results

90% Initial User Adoption Rate
40% Decrease in Support Questions to Power Users
90 Users Trained Across 6 Unique Groups

The Client

The client was a cutting-edge property-technology (prop-tech) platform that simplified home repairs, renovation, and maintenance services.

The Salesforce implementation was in trouble, as the project was behind schedule, and the decision to skip formal training had backfired.

The Challenge

Internal Salesforce "Power Users" were tasked with training their own teams, but with their own full-time operational responsibilities, this led to inconsistent knowledge transfer, frustration, and an overwhelming influx of support questions.

The user acceptance (UAT) environment was already built and the production launch was imminent, but the teams were still insufficiently trained to use the new system.

The Solution

We first met with each Power User to identify and document the critical day-to-day tasks required for each role.
Since some processes were not written down, we created new workflows and Standard Operating Procedures (SOPs) from scratch.
We had Power Users utilize Tango (real-time screen capture software) to record their tasks. This allowed our team to quickly build accurate, high-quality training materials and job aids based on their exact workflows.
We established weekly, mandatory training exercises where all 90 users logged into the UAT environment to complete hands-on exercises based on their new SOPs.
Users were required to complete a minimum of 4 hours of practice each week. We verified completion by pulling data directly from the UAT environment, ensuring everyone was prepared for go-live.

The Results

90% Initial Adoption Rate

Successfully trained 90 users across 6 distinct user groups, leading to immediate and widespread use of the platform from day one.
40% Decrease in Support Questions

By providing clear documentation and hands-on practice, we dramatically reduced the support burden on Power Users, freeing them to focus on their core responsibilities.
Long-Term Sustainability

I delivered 10 instructor-led go-live training sessions, created a full library of all Salesforce training materials, and built 6 Salesforce e-learning modules for the client’s new-hire onboarding to ensure future success.