Original posted on Rainforce
A couple of weeks ago, I had the opportunity to interview Shelley Huber, Senior Lead Process Analyst at CenturyLink. As a preface to her upcoming Dreamforce 2016 speaker session, we discussed the challenges she faces with respect to the onboarding process of her sales team and the role WalkMe has played in helping address those challenges. You can find the interview here.
On October 4, 2016, with an eager Dreamforce audience, Shelley discussed in depth how she scaled a global sales team. During the session, aptly titled “How to Leverage Salesforce to Build a Killer and More Productive Sales Team”, she shared her experience and insight on the use of WalkMe within their organization. Here is what I learned:
In the last decade, CenturyLink has undergone tremendous growth by way of numerous mergers and acquisition, with the primary aim being to provide their customers with the best set of services. In her sales team, however, the unprecedented expansion presented challenges in the training processes.
CenturyLink’s accelerated growth equated to users needing to learn a greater amount of complex systems and tools. Sales professionals spent more time training and less time out in the field with customers. Overall, there was a decline in productivity and engagement within her team.
As a leader in an industry that is rapidly changing and expanding, Shelley had to find a robust solution to the onboarding problem that could continually keep up with their accelerated growth moving forward.
This is where WalkMe proved its value for her and her team – helping them take their Salesforce experience to the next level by providing an in-platform solution at the time of need.
Over a span of three months, CenturyLink gave WalkMe access to a group of 200 Sales professionals, including both new hires with no CRM experience and seasoned employees. The trial implementation proved successful with a decrease in the amount of requests sent in for assistance on Salesforce.
Gradually, CenturyLink rolled out WalkMe access across their entire sales team over Q1 and Q2 of 2016. The results have been invaluable. With over 3,000 users now leveraging WalkMe on Salesforce and over 2,000 walk-thrus played, CenturyLink has recorded a 31% decrease in assistance requests, 774 selling hours freed up for Sales, and a reduced classroom time.
By leveraging WalkMe to navigate through Salesforce, CenturyLink has been able to make things simpler for their sales team. The in-app assistance frees up time for the sales team to do what they do best – selling and generating more revenue for CenturyLink.
Who is Shelley Huber
Shelley Huber is a Lean Six Sigma Black Belt, employed by CenturyLink for the last 17 years. Shelley also holds a BA in Marketing and an MBA. She led training delivery and development teams for the Global Markets organizations, prior to moving to the newly created Process Optimization team in 2015.
Shelley’s first assignment on her new team was to launch a pilot of the WalkMe tool in Salesforce, with the goal of increasing the productivity for sales professionals. The pilot was proven successful, and CenturyLink now has over 3,000 users in WalkMe.
Shelley definitely knows the benefit of increased productivity. In addition to being a wife and mother of two teenagers, she is currently serving as President of the Board of Directors for Second Harvest Food Bank of Northeast Tennessee, a member of Feeding America.
Huber is mentoring eight high school seniors this year as part of the TNAchieves program which helps students transition to higher education. She also serves as a Peer Navigator for F.O.R.C.E., providing support for women facing decisions surrounding hereditary breast and ovarian cancer.