Migrating from Classic to Lightning (Successful Projects)

Improved Apps is ideal for Salesforce Customers who are embarking on any Lightning project.  The Lightning user interface (UI) is a step-change from the Classic UI that users will be familiar with. 

We are often told “All change is painful” and for sure, one of the biggest issues will be coping with the frustration of unfamiliarity for completing familiar tasks.  That said there are many good reasons to move to the new Salesforce UI, which has been built around customer requirements. Improved Apps technology can make your move a whole lot easier.

“The migration can be de-risked and simplified by implementing Improved Apps now, in your Classic environment, great preparation for your Lightning go-live project. Further more, all your rich content, in context, persists from Classic to Lightning with no extra work.”

Simon Thompson, CEO Improved Apps

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Season’s Greetings from Improved Apps

Winners of the Seasonal Competition for Innovative NoticeBoard uses 

We recently invited our Improved Noticeboard users to suggest some innovative approaches to using Improved Noticeboard within their organisations.

We were flooded with responses and have picked the best three as winners.

Congratulations to:

 

Shea Mixon from AmerisourceBergen

Andy Louca from Thomson Reuters

Michael Allen from Color Consultancy

 

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The future of true context sensitive help is here…today…

I strongly believe that most context sensitive help solutions around today are lacking in context, which would be funny if it wasn’t so annoying.

 

We see various definitions out there in the public domain like…Context-sensitive Help provides information about the user interface of an application relative to the task a user performs. Which completely ignores the user’s real context, as it seems to mean that the only context is where the user is in the app!

 

Wikipedia states: “Context-sensitive is an adjective meaning “depending on context” or “depending on circumstances”. It may refer to: Context-sensitive grammar. Context-sensitive language. Context-sensitive help.” Which covers a lot more scenarios closer to the real world.

 

So when we think about all of the above variations…to get true context sensitive help we really need to consider the following:

  • Who is the person and what is their Role?
  • How experienced are they?
  • How do they like to digest information (Video, text, be shown something or listen for example)
  • What is their preferred language?
  • What area of the application are they currently in?
  • We need to know where they need help and the data from the current record they are looking at should also provide context.
  • What content they are engaging with and if it was useful!
  • Is the person happy? Did they get what they needed, when they needed it? 

 

All of these questions relate to the user as the focus of context, the context in this case being the user’s experience, preferences, learning style, their actions, their history, their behaviour and any issues they may be having.

 

 

So without this depth of knowledge, context sensitive help that only addresses some of these elements or provides just field or application level help are barely any use and offer very limited value to your business or your users.

It needs to go way above this to get things right…

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Wonderful words from Fleetcor!

By Sophie Wyard – Marketing Manager @ Improved Apps

Improved Apps Success Go Get IT

“Push notices – help – visibility – accountability – reporting – BOOM!”

Luke Craig, UK Salesforce.com Manager – FLEETCOR

It’s great to have FLEETCOR as an ongoing customer and we were delighted when their UK Salesforce.com Manager Luke Craig offered to have an informal chat over the phone so we could discuss the benefits they have seen as a result of using Improved Apps.

 

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Another 5 Star Review for Improved Apps posted on the AppExchange

Improved Apps Does It Again!…Yet Another Salesforce AppExchange Five Star Review for their innovative solution, Improved Help.

Salesforce AppExchange logo

Gurkirat Singh Daffu, Salesforce Developer – euNetworks Fiber UK Ltd

Fantastic app with great support…

This app is genius at helping Salesforce users. It’s also very easy to setup and use…

In addition to this, I was extremely impressed by the amount of ongoing and friendly support that I received from Simon and his team…

Well done guys.

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Counting the Costs of Customer Satisfaction

 By Rob Bailey – VP Alliances @ Improved Apps

Customer Satisfaction Dial

Pro-active Measurement of Customer Satisfaction

Many companies today are investing heavily in customer success and satisfaction. Some approach this by using measurements such as ‘net promoter score’ and then monitoring how it changes over time.  In the interim they try to tackle any perceived issues that arise. Some companies react to  statistics relating to non-renewal of contracts. Other companies employ ‘Customer Success Managers’ to support the customer and drive adoption/extended use of their products. Increasingly though, organisations are positioning customer success/satisfaction as a key component of next generation SaaS. This is because it potentially helps to address issues of solution adoption. This begs the question then as to whether ‘satisfaction’ is  more a measure of customer adoption or a solution to it.

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Election Time

By Paul Field – C.O.O @ Improved Apps

hands in the air

Customer Elections

For the next six weeks our radios, newspapers and televisions are going to be dominated by just one thing: the elections – they’re coming whether you like or not, irrespective of whether you’ll vote or not, and the hoopla will be harder to escape than taxes or the world cup.

 

In reality, we are the customers of the government; we all pay significant amounts of money every year to the exchequer, and in return receive a whole bundle of services and provisions of which we may or may not take advantage. The fact that it does not feel like a customer/supplier relationship is perhaps down to what historically has been limited, feasible competition. It is a supply-driven market that is not only heavily regulated but also one where the supplier gets to write the regulations.

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Thank you for the Customer Success Hero Award

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Award Winner’s Acceptance Speech!

 

“Sorry I can’t be with you in person to receive the prestigious award…First off, I must thank every one of our customers from around the world who voted for me.  I’d also like to take this opportunity to thank my family, my friends and my colleagues for their unwavering support, as well as the devotion of my Chihuahua.  You’ve all helped me on my journey to success and I couldn’t have done it without you.”

Simon Thompson SVP Customer Success – Improved Apps

 

I jest – apart from the bit about thanking all of those who voted for me.  It really is flattering to be one of the five global winners of the Customer Success Hero Award, from this year’s sponsors, Totango.

 

My six years at Saleforce ultimately made Customer Success my focus, and my commitment to customer satisfaction and customer success has stayed with me ever since.  It has not only become part of my DNA but also that of Improved Apps since its inception four years ago.

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Winner of the Customer Success Hero Award

Customer Success Awards

 

Our very own Simon Thompson, SVP Customer Success here at Improved Apps has won a Customer Success Hero Award, given out annually at the Customer Success Summit in San Francisco.

 

Simon is in good company alongside the likes of Kevin Dubay, Senior Customer Success Consultant for Key Accounts, LinkedIn. 

 

The Customer Success Hero Awards are industry awards that recognise individuals and teams who go above and beyond the call of duty.

 

These people are nominated and win because they excel in Customer Success and have made a tremendous impact on their organisation.

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Customer satisfaction the Improved Apps way…

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Creating disruptive, paradigm-shifting, pivotal and innovative customer journeys…OR

Keeping the customer satisfied!

It is only too easy to get caught up in the terminology of our trades and resort to jargon or even worse, some superficially impenetrable ‘TLA’s (Three Letter Acronyms) to express what are really fairly straightforward concepts. ‘Consultant-speak’ gives us new language every year to describe how we relate to our markets and customers. Often it brings little or no new insight to the subject and sometimes it is merely a collection of truisms that simply restate something we have always known.

The world is changing rapidly…

Although the ways in which we do things has changed considerably, the reasons why we do things has not, and we are in danger of losing sight of the ‘whys’ in our haste to seem compliant with the new ‘hows’:

Is a desire to do things differently necessarily disruptive?

Do we even want a paradigm shift to occur so that everybody starts to do things the same way as us?

Is it possible to be innovative by bringing back some older values?

And what exactly is the pivot point for customer/supplier interaction?

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