Talk given by Caitlin Buckwell, Program Manager at Salesforce, at Onboarding 2025 Conference in November.
Panel presentation talking about the current state of our onboarding program, T&P Bootcamp, as well as how we manage and support the SMEs that develop/facilitate the program.
4. Become a Customer Company
Connect with your customers
in a whole new way
Run your business
from your phone
Build 1 to 1
customer journeys
Get smarter about
your customers
5. “Learn Lots & Prosper”
• Sits within the Technology & Products organization
• Offers Onboarding, Technical Courses, Human Skills, Coaching & Recognition Programs
• Supporting the technical landscape of Engineers
Learning & Development for Technology & Products
7. Delivery
Knowledge needs to proven not presumed.
Internally facilitated using 60+ SMEs
60% Lecture & Demo vs. 40% Hands-on
HQ Based (San Francisco)
Twice a month cadence
10. Metric: 85% of new hires
attend relevant onboarding
within first month of hire
• Quarterly New Hire
Data Reports
(accountability)
• Roadshows (visibility)
Attendance
Where we started in FY16
Source: placeholder
70.0
35.0
15.0
5.0
New Hires
Q1 New Hire Attendance #’s
Group A Group B Group C Group D
11. Dissecting each groups
technical landscape
Find the silo skill sets: 80/20
Ensure current content meets
the 80% across all groups
Business critical content
Connect engineers to the
customer
What is Salesforce?
New Hires not getting critical
content soon enough
Ensuring content is consumed
as quickly as possible
NeedsAnalysis New Content Content Delivery Timing
Content
Based On Roadshows
IMPACTED: Group A & Group BIMPACTED: Group B IMPACTED: Group A & Group B
12. Visibility
• Metrics
• Accountability
• Content Validation
Increased
Attendance
• Executive Influence
• Roadshows
• Ongoing communication
Visibility • Leverage
• Additional SME support
• Management Buy-In
Executive
Support
13. Q1 Q2 Q3 Q4
Group A Group B Group C Group D
FY16 Attendance Growth
Groups A & B:
• Roadshows
• Quarterly Reports
• Content Updates
• Allocated SMEs
Group C & D:
• Regular Marketing
• Email & Chatter
Subtitle placeholder
Source: placeholder
14. What Did We Learn?
• Without metrics you’ll get no where
• Validate Content
• Do Roadshows
• Accountability is key to drive engagement
• Build relationships with senior leadership
What Else Did We Do as a Result … ?
• Increased Cadence
• Improved Enrollment Process
• New “Week One” & “Week Two” Model
• Built SME Expert of The Month
• Rolled out 90-Day Onboarding Tool
• Complete rebrand
Takeaways