Solve It Story [Spekit]

SOLVE IT STORIES SOLVE IT STORIES How Spekit helped Mariner Wealth Advisors spend 65% less time doing live Salesforce trainings. The Challenge Mariner Wealth Advisors partners with individuals and businesses to create financial strategies for the future. Since the company is growing rapidly and constantly onboarding newly acquired firms, it wanted to ensure that its national and largely remote teams all had the same “I can’t imagine our Salesforce without technology infrastructure. Its main challenge was that less than Spekit. We’ve onboarded so many new 10% of its internal Salesforce processes were documented, firms and associates in the last few years making it nearly impossible to scale the onboarding and training and we aren’t slowing down. At first, of systems, including Salesforce. Salesforce is core to Mariner I was a one-woman Salesforce training Wealth Advisors’ business for client billing, trade requests and team. Spekit allowed me to reach out instructions, entering and maintaining client account data, and share knowledge, best practices, and more. That is why the team was looking for an easy-to-use process, and platform guidance across solution for users and admins to create quick content, update so many associates, across our existing information, and communicate process changes. geographically spread offices.” LOGAN WIKOFF The Opportunity Manager, Platform Management Training, Businesses often need a way to easily deliver Salesforce Mariner Wealth Advisors documentation and training to their end users when and where they need it. How do they ... • Enable new employees to learn operational processes and policies, process improvements, and new data restrictions in Salesforce? • Effectively scale and increase revenue? • Create a library of Salesforce documentation, best practices, and detailed processes to be shared contextually to end users? In the case of Mariner Wealth Advisors, it needed to create a great experience for its wealth team, who service and support the company’s clients. This would require training hundreds of new employees. The company was able to successfully achieve that with Spekit.

SOLVE IT STORIES SOLVE IT STORIES The Successful Outcome With the help of Spekit, a just-in-time learning platform, Mariner Wealth “I rely on Spekit all the time. It has a Advisors was able to develop a robust library of Salesforce documentation. wealth of information, the knowledge The team now leverages Speks, bite-sized bits of embedded information, base keeps growing, and the Speks are always current. I often pop open in Salesforce to share best practices and deliver product and process the side bar even when doing training to end users where and when they need it. Since implementing procedures I’m familiar with, just to Spekit, employees are aware of the latest policies, and data hygiene in make sure I’m not skipping steps or Salesforce has greatly improved. The team also uses Spekit Spotlights missing any updates. The search (timely, contextual popups used to communicate company feature and links always get me to announcements, change management, onboarding, etc.) to convey where I need to be.” process changes across the organization. Spotlights can be customized CAROLINE DONAHUE by role, the end user’s URL, and other variables to ensure people are Senior Client Service Associate, only receiving the information relevant to them. Mariner Wealth Advisors This has resulted in ... • 20 new firms and approximately 250 associates onboarded to Salesforce from 2019 Q4 to present day, the majority of which were virtually onboarded during the pandemic. • An increase from 36 to 78 offices since 2019.* • 65% less time spent leading live/facilitated trainings and one-off walkthroughs. • Over 400 Speks, with more content constantly being created to support new policies, processes, and data health. • Two promotions in three years for Logan, in part due to Spekit helping her boost her own productivity and get others engaged with training content. Considerations for customers looking to keep the employee experience top of mind while rolling out process changes include: • Develop a repeatable and documented change enablement process to reduce surprises and ease the friction of change. Change management doesn’t need to be a huge, cumbersome effort. A just-in-time learning approach to change enablement allows you to easily provide ongoing, bite-sized training and reinforcement throughout every size process change. With this more agile * Office count is accurate as of 10/2022.

SOLVE IT STORIES SOLVE IT STORIES approach to change management, you can create easily consumable change enablement playbooks and process guides, as well as provide timely notifications to communicate change in context, when and where it will be most effective. • Create an “advisory board” of employees who will not only serve as champions out in the field, but weigh in on new process design and implementations and provide real feedback to you. Ideally, this group of individuals involves a mix of high performers (employees that others look up to), very tenured employees (likely to hold the most resistance to change), and new employees (newer perspectives, more likely to adopt). Create incentives around this board, making it both an honor to be a member and providing perhaps some level of financial incentive for participating (quarterly gift card or something) or meeting with the CEO. The closer you are to the voice of your customer (your users), the more likely you are to be able to truly drive adoption. Learn more Learn more about Spekit for Salesforce on AppExchange.