Oracle Administrators have a lot that they have to accomplish in a short span of time, and one of their roles includes training new hires on what Oracle has to offer. Oracle RightNow is a very powerful platform in the right hands, and it’s up to you to ensure that all employees are capable of using it to get their jobs done correctly and efficiently.
In order to help you properly train your new hires, we’re offering 5 guidelines for those that want to shorten their training time and increase retention.
#1 Understand the User’s Ability
Before you start anything, you need to know how well-versed your new hires are with Oracle RightNow. Do they have a basic understanding of what is expected of them, or are they coming into the organization fresh? Consider what features are necessary for the job and build a foundation from there. Determine if you need to start from scratch or if you can springboard off of past experiences and save time and energy. Make sure that everyone has a fair starting point so that new users don’t feel left behind and experienced ones don’t get bored waiting for the others to catch up.
#2 Train to Create Good Habits
“If a rollout of new software is being undertaken, it is an opportunity to establish good working practices right from the outset,” says 2e2 managing director Samantha Kinstrey. The people that you are training don’t have habits yet, and that’s why it’s such a great opportunity for you to create good ones. Make sure that everyone is following the company’s guidelines and create one cohesive experience. This way, when documents are shared from one person to another, there is no confusion as to what was done.
#3 Keep Training
Another mistake that a lot of trainers and administrators make is letting people fly on their own after the training process has completed. Oracle RightNow is something that is always growing and expanding, and that’s why you want to make sure that your teams are keeping up with the changes as well. After a few updates, your version of the software can be very different from the version that you originally purchased. Make sure that your teams are up to date so that they can work to the best of their ability. Gartner analyst, Michael Guay, stresses the importance of comprehensive training as he explains that, “business objectives cannot be realized until the new applications are in place and users have embraced and are proficient with the new applications and processes”.
#4 Use a Variety of Training Tools
Since people learn at different speeds and styles, you want to make sure that you are catering to as many different people as possible. There are plenty of learning tools out there that you can take advantage of, including online guidance tools. An online guidance tool – WalkMe is a very good example – serves the same purpose a GPS does, walking the user through the steps necessary to accomplish a task. In this manner, your users are able to learn by doing instead of just watching. Think about your employees and find the tools that will help them accomplish their tasks the most efficiently.
#5 Get Feedback
Finally, make sure that you always take a moment to sit down with everyone and get their feedback. Gartner explains that adoption can be accelerated by identifying and fixing productivity issues immediately. Gartner recommends creating a task-force of competent employees to follow-up on adoption and implementation in the weeks that follow.
Ask employees what was helpful and what needed to be improved so that you can streamline the process even more the next time around. You won’t just be training one group of people, so it’s important to reflect on the training process and see how everything went. You might even learn about some new aspects that you didn’t consider for your next group of new hires. You’ll never know if you don’t ask, so be sure to get feedback.
In the end, you are in control of the success that your employees will see. Stay focused on the key points and everything else will fall into place. After that, you’ll look forward to training people about Oracle RightNow instead of dreading it.
Michael is the Lead Author & Editor of CRMSimplified Blog. Michael established the CRM blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to CRM.