How to Leverage Good User Experience to Drive Employee Productivity
Employee productivity – any company that wants to do more than just survive, needs to seriously look at ways to make their employees more efficient.
In the physical sense, this includes things like ergonomic work spaces and flexible working arrangements. From a technology perspective, this includes not only computer equipment, but also cloud-based systems like CRM and the design of the user experience.
It is the employee user experience that drives employee productivity.
Why User Experience is So Important For the Employee
Take a Sales organization, for example.
Sales Representatives should be out in the field or on the phone working on opportunities to drive them over the line to becoming closed-won. In some organizations, Sales Reps spend five minutes updating one account and its related opportunities, first on a spreadsheet they keep on their laptop, and then transferring those updates to a CRM, usually one record at a time via a web browser interface.
While 5 minutes of time doesn’t seem like a lot, when you total it up for a Sales Exec with several hundred accounts and opportunities, it quickly becomes hours of effort.
The solution: invest in (a.k.a. – spend money on) a tool that helps Sales Execs be more efficient and gives them the ability to update accounts much faster. In the Salesforce ecosystem, there are a lot of different options available to help Sales Execs be more productive, from apps for mobile phones to apps that connect existing spreadsheets to CRM.
They all have a similar purpose: deliver a user experience that not only drive productivity, but also deliver a user experience that users will want to use.
For the employee who is always on the go, one who spends the bulk of their time onsite visiting prospects and customers, having easy access to CRM data through their mobile phone is the key.
The Salesforce1 Mobile App allows Sales Reps to drill down on an opportunity, with all the relevant data at their fingertips through real-time views of reports and dashboards. Salesforce1 also enhances collaboration with on-the-go access to Chatter feeds and notifications.
It’s like having your computer in your pocket. You really can run your business from your phone.
Not Everyone is a Sales Representative
Sales productivity is certainly an important driver in helping increase the productivity of a company, but not everyone works in sales.
There are plenty of people in non-sales roles whose job could be made more efficient through advanced systems and improved business processes. Customer service agents, for example, often considered responsible for customer retention, could provide better service, faster, if armed with a complete, 360-degree view of the customer, driven by intelligent, automated business processes that present the right data, at the right time, from a single source of truth.
Similar to providing Sales Reps with tools they will want to use, Customer Service Agents need a user experience that makes taking care of the customer, not searching for answer, the one and only task they should focus on. Customer Service Agents should have a desktop app built to support the business processes they work in every day.
The Bottom Line
Employees are a company’s most valuable resource. Employees build relationships that create trust.
Trust is what customers buy. They buy products they trust will work as expected, from companies they trust to create reliable products, and from companies they trust will resolve any issues that may come up quickly.
The relationships, the trust and the customer experience is all driven by one thing. The employee user experience.
Are you providing your employees with the tools they need to succeed?