Spekit is a just-in-time learning platform that delivers bite-sized knowledge in the tools teams use every day so they can be more efficient, productive, and drive real business outcomes. The Customer Success team at Spekit serves as the customer’s strategic partner in helping them boost their employee's productivity and drive revenue growth.
Hannah Brotherton, the Customer Success Operations Manager at Spekit, believes that change management is a critical aspect of operations, but is often overlooked. For any change to be successful, the end-user or consumer needs to be emotionally and physically ready to approach the change. Lack of this readiness can lead to the failure of the change, even if it is expected to directly improve company objectives like increased revenue or retention.
“ Every employee has different skill sets and depths of knowledge. Design your learning environment so that, regardless of an employee’s tenure, they can easily access the information they need to be successful when they need it. " Hannah Brotherton
Hannah led the implementation of Spekit’s Customer Growth Platform, Catalyst. During the initial rollout, the team focused on platform adoption, account documentation, and note utilization. However, a few weeks after rolling out new workflows to her team using Catalyst, Hannah noticed that the team was bombarded with too much information and they weren't actually taking the expected actions.
To address this, Hannah decided to combine Catalyst with Spekit's just-in-time learning platform! Her goal was to provide bite-sized information to her team directly in Catalyst to increase the adoption of the tool, surface the right information at the right time for her team, and ultimately impact revenue goals.