The company knew that they needed to find a sustainable and scalable method of training to better support their sellers in their selling journey from the very start. It began using Highspot’s Training & Coaching platform to implement its newly refined onboarding and training strategy. “On the very first day that a seller starts, they get placed into our onboarding program,” explained Pillow. “Sellers are not just getting exposure to the elements that are part of the onboarding program–they are getting onboarded on how to use Highspot as a tool that will be critical for their sales success.”
In addition to supporting sellers with structured onboarding and ongoing training courses, Granicus also leverages actionable insights gathered in Highspot Analytics to continuously improve the effectiveness of training, content, and guidance. For example, the enablement team assesses content usage and search analytics to better understand what their sellers were looking up, engaging with, or needing more information on in order to adapt their training strategies to meet those needs and provide information that drives productivity. Similarly, by integrating Highspot with Salesforce, Granicus also helps sellers gain deep insight otheir customers to improve personalization with data on historical account engagement.
“Salesforce actually does become that single source of truth for them,” said Pillow. “If they begin working with a new customer or they have a customer that they engaged with two years ago and haven’t really had much interaction with since, they can get a really rich history on areas of interest or engagement with specific pieces of content and then be targeted in the way that they reach out to them in the future.”
While providing repeatable ways to sharpen seller skills and drive productivity, Granicus further improved the scalability of its enablement programs by prioritizing ongoing coaching. A key way Granicus does this is through the use of manager evaluations in Highspot. For example, during the onboarding process, sales managers are invited to assess sellers’ responses to prompts and practice scenarios in the lessons and uncover the areas where they might need additional support. “It’s helped them be introspective about where they might like to improve,” shared Pillow. “And, it’s helped them be a little bit more critical about the other people on their team and where those people might need additional improvements.”