Salesforce Jedi Tip Corner: Treasury's Julie Richardson and PSDS's Anders Coe

 

This month, we bring you the stories of two UVAFinance departments using Salesforce and the benefits they've gained from the tool.  Read on, you will.

Jedi #1:  Julie Richardson of UVA Treasury.

Now that Treasury has been using Salesforce for several months, Richardson has enough data to start to see consistencies.  The dashboard report she receives every Monday gives her a view into the team's service numbers, their service survey results, and the comments stakeholders share.  The result of having all this data?  Better service!  For instance, the data helps her see if what is on Treasury's website is consistent with the advice stakeholders are given when they reach out, and she's able to clarify/add to the web content where necessary.  She can also identify outliers in their service scores, and reach out to stakeholders individually to help solve problems, provide extra training, or further assist. 

"As we get more data," Richardson says, "I even anticipate that we'll be able to use it to decide which areas of responsibility we may want to adjust on our team based on volume and process changes and the new functionality of Workday."

Richardson has found Salesforce to be a more valuable tool than she anticipated when they adopted the tool months ago: "I didn't initially see all the ways it would be helpful, but it's definitely given us the hard data to help us hone our service."

Jedi #2:  Anders Coe of Procurement

Coe's day is an avalanche of stakeholder questions that run the gamut of Procurement's services, from payments and invoices to transitions due to new services like PaymentWorks.  He relies on Salesforce to keep inquiries, issues, and tasks organized and in one place.  Now in his sixth month with Procurement, Coe appreciates the ease with which he's able to seek out his colleagues' expertise using the tool, while maintaining everyone's visibility into the case details and progress toward resolution.  

"With Salesforce," he notes, "emails don't cross one another, people don't drop off the thread, and I can easily get the questions to the proper team member for a correct, timely answer.  It's put us in a position to help people better."

Coe's immersion into Salesforce since he began working in UVAFinance means he's also been able to fast track his own learning since the tool gives him easy insight into purchasing, strategic sourcing, and all of the procurement functions that touch UVA customers.   

"Things can get a little wild in Procurement because of the volume we handle and all the changes happening right now," he says, adding, "Salesforce keeps us on track and providing good service."