The document outlines strategies for creating an exceptional user experience, emphasizing the importance of a cohesive platform, responsive administration, and community engagement in user adoption. It illustrates real-world successes from Net Claims Now and Versature, demonstrating measurable improvements in metrics such as member engagement and case resolution times after implementing these strategies. The speakers highlight listening to user needs and fostering an environment of constant communication as key components of effective user experience design.

1. How to Create an Amazing
User Experience
​Shane Jay Hayes
​Chief Information Officer
​Net Claims Now
​@shanejayhayes
​Jonathon Moody
​VP Operations
​Versature
​@jonathonmoody

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Safe Harbor

3. Shane Jay Hayes
Chief Information Officer
Net Claims Now

4. ​500+ Members Across the US and Canada
​Over 26,000 Invoices Written Since Inception
​Over $80 Million in Invoices Written and We
Work With Every Major Carrier
Net Claims Now is the Leader in Restoration Invoicing,
Collections and Business Services

5. Audience Question
​How many of you have end users putting
information where you don’t want it?

6. • System was dated and expensive to keep running
• System was confusing and not intuitive
• Internal team required multiple systems to do their
job
• Any changes to the system took months to develop
and were outdated by the time they went live
• Worst of all, we weren’t in touch with our members
Getting Old is Painful

7. • The User Experience that our members have with our system is frequently the only
interaction they will have with our company in a given time period.
• Our mission is to give our members more time, more money and more control over
their business so ensuring a premium User Experience is essential to meeting that
mission.
• Our member demographic is mostly blue collar SMB owners, they don’t generally
have the time or inclination to learn new systems so we needed a low learning
curve.
Our Members User Experience

8. • Our team is tasked with performing quickly and accurately and that can only be
done in an easy to use environment
• Providing an environment with constant communication and feedback helps us
ensure we meet the needs of our members.
Our Teams User Experience

9. 1. It Takes a Community
2. Get it Together
3. Lead and Celebrate
Three Tips for Stellar Adoption

10. • Engage your customers/clients and listen to their needs
• Actively listen to their concerns and try to identify solutions before your clients
ask for them
• Let your clients know that their voice is important and you are listening
• Communities allow you to turn your clients into brand ambassadors
Tip #1: It Takes a Community

11. ​Combine all your services, portals and systems into one singular user experience
Tip #2: Get It Together

12. • Lead by example, get your managers
and executive team actively using
Chatter
• Use Chatter and THANKS to publicly
congratulate team members and
recognize their hard work
• The more your team see management
use the system the quicker they will
adopt it
Tip #3: Lead and Celebrate

13. Community/Chatter Example

14. Net Claims Now’s Results
New
Members
43%
Monthly Increase
Since Rollout
Average Invoice
Value
26%
Increase
Since Rollout
Days to
Close
41%
Reduction
Since Rollout
Opportunity
Value
38%
Increase
Since Rollout

15. Jonathon Moody
VP Operations
Versature

16. Versature
​COMPANY
• Coast-to-Coast (6k Miles)
>1000 Companies
• 100% Canadian Based
• Pure Play
​PRODUCT
• Cloud based business
phone service
• Premium service
• Evolved to meet client
needs
​CLIENTS
• Only Businesses
• Generally 10-100 Staff
• Originally early adopters
but now mainstream

17. Business SilosComplexity Data Silos
Versature Evolution

18. ​Sales Cloud (5 Years)
• Quoting
• Reporting/forecasting
​Service Cloud (3 Years)
• Cases
​Platform (3 Years)
• Misc: Phone numbers, Regulatory, Inventory, etc
​AppExchange (2.5 Years)
• Billing using Zuora
​Marketing Cloud / Pardot (10 Months)
• Search Optimization, Email Drip
Making the Leap: Many Small Steps, One Giant Leap

19. ​Matches VP Ops Role
• Strategy
• Growth
• Planning
​Reporting
• Connected
• Actionable
A Single Silo: VP Operations

20. ​Premium Product
• Not self-serve
• No excuses
• Client life-cycle in critical
• Need information to deliver
​Garbage In > Garbage Out
• Team needs to use and engage with
Salesforce
• Team needs to understand the “why”
• Salesforce must benefit each staff
Our Team is our Product

21. Versature’s 3 Tips to Create an Amazing User Experience
​#
1SINGLE
PLATFORM
​#
2RESPONSIVE
ADMINISTRATION
​#
3YOU ARE NOT
AN ISLAND

22. ​“If it isn’t in Salesforce it doesn’t exist”
• Teams find each others data
• See outside their own area
• Use Apps for functionality outside the core
​No Excel Exports
• One way road out
• Enable users to create their own reports
​Create objects to track everything!
• Misc: Phone numbers, Regulatory, Inventory, etc
​Processes
• Once in Salesforce creating workflows, handoffs,
business processes is second nature.
• Automation is king!
Versature’s #1 Tip to Create an Amazing User Experience
​Single Platform

23. ​Versature Example: Inbound Call
• Call comes in to technical team
• Case is opened and problem addressed
• Work is tracked and the case closed
Requests new equipment/service
• Pricing is looked up, quoted (if needed)
• Docusign quote is signed (if needed)
• Client is billed for change
• Change is made, equipment is shipped
• Drip is engaged with tips for new product
Past invoice question comes up
• Invoice is located and opened (PDF)
• Question is answered
Versature’s #1 Tip to Create an Amazing User Experience
​Single Platform

24. ​Add fields, create new options in drop downs
• Good data comes from accurate options
• Accurate options from living systems
​Reward Feedback
• Quick changes will encourage usage and feedback
​Create objects to track everything!
• Misc: Phone numbers, Regulatory, Inventory, etc.
​Processes
• Once in Salesforce creating workflows, handoffs, business
processes is second nature
• Automation is king!
Build it and they will come… Responsive Administration
Versature’s #2 Tip to Create to an Amazing User Experience

25. ​Example: Demo Phone Management
Connect Sales > OnBoarding > Inventory >
Management > Marketing
Salesforce to lead business change (not chase!)
Versature’s #2 Tip to Create an Amazing User Experience

26. ​Use Resources!
​Local User Groups
• Hear how others address issues
• Think differently
• Step back and see the forest through the trees
​Partners
• They have likely done it before
​AppExchange
• Browse, learn what others are doing
• Find solutions to problems you do not yet have
• Videos and introduction for most AppExchange Apps.
Learn from others, you are not alone
Versature’s #3 Tip to Create an Amazing User Experience

27. ​Lessons Learned and Applied:
• Billing: Zuora
• Chatter: Swarms
• Surveys: Many
• Gamification: LevelEleven
• Esignatures: Docusign
• Popup Notifications: Riptide
• Document Generation: Conga
• Gmail Integration: Cirrus Insight
​They have all contributed to our experience, processes, look, feel, approach even when not a client.
Learn from others, you are not alone
Versature’s #3 Tip to Create an Amazing User Experience

28. Versature’s Results
​
QUOTE ACCEPTANCE
​Before
​3 days
​After
​25% of quotes signed
in less than 1 hour
​Average length of time to
sign:
3 hours
​
SUPPORT CASE TRACKING
​Before
​Case Opening <50%
​After
​Nearly 100% Case
Tracking Rate
​
PLATFORM SUPPORT
​Before
​Dedicated Development Staff
​After
​Development resource
re-focused on revenue
opportunities

29. Thank you