Welcome our first official blog post!
I wanted to share a bit about the Services Operations team. Share what our team aims to do, how we serve and where we hope to make the greatest impact.
The Services Ops team lives in the world of creating operational efficiencies while establishing procedures and policies to allow for scalable structure as we continue to grow as a company. One way we do this is by creating Standard Operating Procedures (SOPs) which show particular policies we have in place along with procedures around key functions in the Services org. Those SOPs allow for repeatable and trusted processes to be adopted and implemented across teams within Services. This ensures we’re supporting our overall company goal of moving from “me to we.” We also serve each team within Services in creating team-specific SOPs.
We are responsible for establishing a Services-wide on-boarding program where new team members are trained in the same fashion regardless of what product line(s) they serve. This allows for stronger team members from the start to sustainable career growth as we aim to retain all our top talent within the company. Once the initial on-boarding program is set, we’ll look to revamp on-going training for our team members. This would include training for product releases, deep dives within particular functions of a product, cross-training, leadership skills and much more. Our hope is to continue to educate, train and retain team members throughout their tenure in Services. Another facet of training that our team owns is housing and accessibility of customer-facing training materials. Knowledge bases allow our customers to have access to the wonderful content that’s made by our Services team such as self-paced training videos, knowledge articles, user guides, webinars, etc. Salesforce will assist our efforts of streamlining our knowledges bases across all product lines, so our team will be making a huge effort in getting the community piece of Salesforce up and running in the new instance!
We are also responsible for integrating all acquisitions into our Services org. Each acquisition is highly unique, but we’ve created a playbook that allows us to put checklists and parameters in place to integrate acquisitions quickly and effectively. Having strong SOPs in place allow for healthy integrations!
Our team supports almost every initiative and goal in our Andon. It’s our responsibility to try to remove roadblocks and enable cross-team collaboration with other teams within the company. This sometimes looks like attending meetings as the Services representative or working with stakeholders from other teams to come to an agreed procedure.
Another way we serve all of Services is through this website! My desire behind this website is to provide and give full access to helpful resources for our team through our org chart, training materials, SOPs, calendar and buffalo submissions. I can see this website morphing into a true source of truth for all things Services related!
There’s so much more to Services Operations, and I’d be happy to chat with anyone that’s interested in learning more 🙂 Feel free to Slack or email me any time!
Lo