Resource tracking for onboarding

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Lisa Hecht
Lisa Hecht Member Posts: 2 Navigator
edited August 2021 in CS Technology
Hello, I'm looking for any advice or insights on the best way to track resource hours throughout onboarding and implementation. 

For context, we are a growing startup, and our platform is a business management system/ERP. As with any system like ours, onboarding is highly involved and currently pretty hands on. As we scale, we're looking for ways to make our onboarding processes more efficient. 

To that end we recently purchased a customer learning management system and a tool for in-app guidance. For now these are tools used along side our implementation managers hands on onboarding process. As we continue to build out these tools with more and more content, we want to be able to measure the impact on our resource expenditure. And in particular we'd like to see the impact on specific types of touch points - Training, Go-Live Support, and Data Migration. 

I'm having trouble identifying the most scalable way to track these resource hours. My gut is to use Salesforce to log activities as event types, and log their duration. But as I try to model this out I am having trouble pulling the appropriate reporting and I am beginning to think that there may be a better way. 

I would greatly appreciate any thoughts or advice! Thank you in advance.
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  • Jennifer Norman
    Jennifer Norman Member Posts: 3 Navigator
    edited August 2021
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    Hi Lisa!

    Does your onboarding team use a project management system? If so, you may want to look into options that integrate with that. For example, we use Asana to project manage and a time tracking tool called Harvest. Harvest has an integration that allows our team to time-track on individual tasks without having to leave Asana. It also has a chrome extension for more project-level tracking. Time tracking can become laborious, so we like to make it easy and part of their workflow.

    I hope that helps and feel free to reach out with any additional questions.

  • Jennifer Norman
    Jennifer Norman Member Posts: 3 Navigator
    edited August 2021
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    Hi Lisa!

    Does your onboarding team use a project management system? If so, you may want to check and see what tools could integrate with that. For example, we use Asana to project manage and Harvest for time tracking. Harvest has an integration that allows our team to track right within the Asana tasks they are working on without ever leaving the system. You can also track at the project level as well. Time-tracking can be laborious so we like to make it easy and within their workflow.

    I hope that helps and please feel free to reach out with any additional questions. Happy to help!
  • Shareil Nariman
    Shareil Nariman Member Posts: 9 Seeker
    edited August 2021
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    Let's chat Lisa! I've done this a couple times (can talk through how I've done it in salesforce too) and now work at a startup that's building software to manage that onboarding phase. 

    I'll shoot you a message!