Alere Toxicology Customer Story
"I'm now confident that our Salesforce users get the help that they need..." - Sam Cobley, Online Development Manager
Who are Alere Toxicology?
Alere Toxicology is a world leading provider of diagnostic products and connected health solutions. They are committed to providing innovative solutions and support to organisations seeking to detect and deter the abuse of drugs and alcohol across a wide variety of industries, including employers, government agencies, occupational health clinics, family lawyers, drug treatment & rehabilitation centres and distributors.
Click here to read more about Alere Toxicology
How Alere Toxicology uses Salesforce…
Alere’s CRM of choice is Salesforce and Alere Toxicology has a separate and highly customized instance of Salesforce that integrates with their specialist Laboratory Management Information System, as well as managing accounts and the sales pipeline. Salesforce is pivotal to everything they do.
So what’s the problem?
Sam Cobley, Online Development Manager, Alere Toxicology has first-hand experience of the difficulties of training an external sales team – and employees based across several locations – with the limitations of standard Salesforce help. It means that training and onboarding Salesforce users can be expensive and a time-consuming process.
“The help functionality that Salesforce has out of the box isn’t really fit for purpose to be honest. It doesn’t give anywhere near the functionality that most businesses need, especially when it comes to onboarding for people that have never used Salesforce before. It takes a lot of time to get somebody up to speed…and when you’ve got new people starting fairly frequently it’s just not feasible.” Sam Cobley
Why is the Alere Toxicology team glad it turned to Improved Apps for help?
Improved Apps has provided a cost-effective solution to communicate change effectively – as well as embed new and existing training materials as in-page help. These ensure Alere Toxicology’s salesforce users have the correct answers to questions exactly where they need them.
“I’m now confident that our Salesforce users get the help that they need and that it’s worth me spending time writing a guide or creating help topics because I know that the users find it on screen, engage with the information and as a result are far more proficient and comfortable using Salesforce..” Sam Cobley
“The benefits for saving time updating and creating training material are huge. With the implementation of Improved Apps, a new Salesforce user, technically and realistically shouldn’t need any training from me other than a quick intro into what Salesforce is and what it does. Everything else they need will be published in the application, so that they only have to call on me if they have additional questions.” Sam Cobley
Full Interview with Sam Cobley
How does Alere Toxicology use Salesforce?
We see it as pivotal to everything we do really, having one source of the truth if you like, so no matter what it is you’re trying to find out you can probably get it from Salesforce.
But what are the challenges you have using Salesforce that you want to overcome?
What are the benefits of embedding context-sensitive help at the point of need in Salesforce?
What are the advantages in using Improved Noticeboard?
What would you say to an organization considering purchasing Improved Apps?
What long-term benefits do you see yourself achieving with Improved Apps?
And I think for the Improved Noticeboard it’s knowing that our users have seen and understood notifications, whereas you can send out an email to a group of people and you don’t really know who’s actually opened it and read it properly and who’s understood it, so the tracking that the Improved Noticeboard gives you is much, much better.
And let’s not forget the analytics…
How have you found the support from Improved Apps and just how easy is it to use?
Go back to the Customer Stories Home Page…