Full Interview with David Eastwood
Tell me about Workshare…
Workshare is a file sharing and collaboration company based in London, in the UK. The company was founded in 1999 and is a leading provider of secure enterprise file sharing and collaboration applications. We allow individuals to easily create, share, and manage high-value content in cloud storage anywhere, on any device.
How did you hear of Improved Apps and then come to implement the solutions at Workshare?
I first discovered Improved Apps whilst working at Fujitsu, when we were looking to supplement a rather manual and laborious training session programme. We wanted to integrate essential best practice guides to enable user self-service directly within Salesforce, and the Improved Apps tools demonstrated their worth as practical and cost-effective solutions. My familiarity with Improved Apps went on to prove very useful in my new position at Workshare.
Does Workshare use Salesforce extensively?
Salesforce is absolutely pivotal to the organization, with over 75% of the employees using the application on a regular basis. It’s integrated across the business and is used to track everything including the first customer interaction, the quoting and ordering process and on through the customer support journey.
How do you feel Improved Apps can help Workshare?
Workshare is split across a number of global locations, with a complex system and in my role as Sales Operations Manager, I immediately recognized that Improved Help and Noticeboard that embed help, and target users with key information, would support sales training as well as reduce user queries. We have had some real adoption issues with users not engaging with Salesforce, and during discussions with the Head of Customer Support it was also clear that the solutions would reduce time to competency for our support representatives particularly through the use of the Improved Apps interactive step-by-step guides feature.
How will Improved Apps be rolled out?
The benefits of Improved Apps are relevant across the board and the solutions will be deployed extensively. The plan is to expand the footprint of Improved Apps to the Partner Portal to enable the provision of embedded help and training tailored specifically for our partner’s Salesforce users.
You sound genuinely excited about this…
Absolutely, this ability to be able to provide different help for all our different users, like Sales, like our Partners and all the Partner users is priceless and is something we will be utilizing again and again. It was key in our decision to purchase Improved Apps. I can’t wait to see it implemented across the Org and within our Partner Portal.
How have you found Improved Apps in supporting you through the customer success journey?
The adoption advisors, the customer success team, they have all provided an excellent service throughout our engagement. They are happy to assist in the roll-out and offer support at short-notice to ensure our success through implementation and beyond.
Based on your experience with Improved Apps, would you recommend them?
I would thoroughly recommend Improved Apps, and I’m not the only one – after our first demo of the solutions, Workshare’s Salesforce Business Analyst stated Improved Apps are ‘hands down’ the best Salesforce applications he’d ever seen.