Tips and Techniques to Close Knowledge Gaps
Instead, SEARHC opted to use Tango, a software product that creates process walk-throughs automatically and guides users through the steps they need to take in order to accomplish the tasks they carry out using software products. The first step was to create documentation for the standard operating procedures in Workday. SEARHC used the “click-to-create” capability of Tango. As a member of the ERP team went through the steps of each process, Tango Capture recorded the sequence of steps.
Click-to-create was used to generate and format the documentation, including screen shots and associated text instructions, eliminating the need to construct the documentation manually. Within 90 days, SEARHC had generated more than 500 guides that became trusted resources to enable SEARHC employees to use Workday successfully.
SEARHC has three other sources of information for its workforce that are designed to address knowledge gaps—a knowledgebase called Freshdesk, which contains wikis and PDFs; Workday Learning, a learning management system (LMS) with slides and videos; and chat and ticketing systems containing unstructured text. However, these systems were not connected in any way, and there was no common entry point.
To create a more unified learning experience, SEARHC embedded and linked Tango process training into Freshdesk and Workday Learning. Tango serves as a two-way connection between the tool and the LMS as well as internal wikis. This interconnectedness makes these resources more accessible and integrated. Tango was very effective in providing the information SEARHC employees needed to understand the new ERP system.
Self-service learning deflected 90% of the expected support ticket volume during the rollout. If a ticket was needed, the support rep could provide a Tango Guide Me link, the interactive overlay for end users to navigate the process successfully. Tango guides are also easily shared via a URL link in unstructured text systems such as Microsoft Teams Chat. Tango’s analytics dashboard tracks usage and identifies points where users are encountering difficulties in order to provide insights for improvements in the guidance.
Organizations that most stand to benefit from Tango are those that are about to roll out new and complex applications or are already struggling with one, according to Ken Babcock, co-founder and CEO of Tango. “Many enterprise applications are potentially powerful, but usage may be limited due to their complexity,” he said. “In addition, visibility into how workers are using it is limited.” Providing clear guidance in the flow of work accelerates adoption and improves ROI.
Nuggets, a new component of Tango, further supports in-application learning. “Nuggets are hints or reminders that can be pinned to any page of a software application,” added Babcock. “They allow information to be provided right at the moment of need, whether it’s a process guide referencing elements on the page, or an insight offered in place of in-person guidance.”
Customer Service Mandates Responsive Systems
According to a study by Microsoft, nearly two-thirds of U.S. customers would sever a relationship with a company that provides poor customer service (community.dynamics.com/blogs/post/?postid=95543fd1-c6a9-4170-9f8b-ece3dc41634d). Bad customer service is costing companies an estimated $3.7 trillion, according to a study by Qualtrics, a customer experience management company (qualtrics.com/news/bad-customer-service-threatens-3-7-trillion-annually-as-frontline-workers-reach-a-breaking-point). So it’s not surprising that companies place a high priority on keeping customers happy by providing the information they want in a timely fashion. At the same time, economic realities place downward pressure on expenditures, leading to a push for automation and greater efficiency.