If you look at an employee’s computer screen, you’ll see that they can have anywhere from 5 to 10 procedure documents opened and they have to bounce around from one to the other, cluttering their workflow. After a while, employees begin leaving these documents open so they don’t have to wait for them to load up. That link takes them to another document.
#SEARCHING SCREENSTEPS PDF#
While an employee is going through a PDF guide, there’s a link to another procedure. Sometimes your employees need to bounce between several different procedures, either because the transaction requires it, or because they’re going from one call to the next.
#SEARCHING SCREENSTEPS HOW TO#
📽️ Watch Related: How to Turn Your Flowcharts and Process Maps Into Procedures Using ScreenSteps Situation 3: Navigating through several procedures Your employee can go through the procedure while talking with the customer without putting the customer on hold. Since ScreenSteps is on the web, the procedure your employee pulls up is an interactive guide that takes your employee through a flow, with prompts for what to say, what to ask, and what to do. Once they think they’ve figured it out, your employee returns to your customer and proceeds to answer the question.
The employee has to put the caller on hold and spend three minutes reading through the procedure to understand what it’s trying to say.
Now that the employee has the right procedure in front of them, they need to use it to respond to the customer’s inquiry. Situation 2: A customer-facing employee is following a procedure They click the search result and they’ve now got the right information, all without having to put the customer on hold. Because ScreenSteps indexes all of the text in the articles, the article they’re looking for is in the top 3 search results. The employee tries to search and types in a keyword. So they close it down and click a few more folders until they find the right PDF. Lo and behold, that’s not the right document. When it opens, they do control + F to search the document with a keyword. It takes a few seconds to load ( it’s a 300-page document). They think they found it so they open the PDF. So they ask the customer to hold and start clicking different folders to find the right document. But your employee can’t remember what the document is called. The employee tries to search, but their search pulls up zero results because SharePoint is only looking at document titles. So they have to find a resource that has the answer. The customer has a question that your employee doesn’t know the answer to right off the bat.
Situation 1: A customer-facing employee needs helpĪ customer calls in and starts talking to one of your employees. So in this blog post, I’m going to do the best I can to help you experience the differences and compare and contrast 11 situations to show you how ScreenSteps can improve your internal operations. They sound like the same thing, but they’re not! To really understand the differences, you have to experience them.Īs the Head Consultant at ScreenSteps, I’ve worked with dozens of customers who have switched from SharePoint to ScreenSteps (or added ScreenSteps to compliment their SharePoint). It’s like trying to explain the difference between gelato and American ice cream - they’re both cold, they’re both creamy, and they both are flavored. I’m looking at call centers, banks, healthcare, insurance, property management - any industry where employees are dealing with customers and need to do things quickly AND correctly.īut explaining the differences between SharePoint and ScreenSteps isn’t always easy to do. While it’s true that both ScreenSteps and SharePoint can be used to house operating procedures, there is a huge difference in how your end-users experience these two systems.Įspecially, if you are using SharePoint to support customer-facing employees who need immediate guidance on how to handle specific transactions (and that guidance is being updated on a monthly basis). When your team begins looking at ScreenSteps and comparing it to SharePoint, you’re bound to hear, “ How is ScreenSteps different from SharePoint? Can’t you basically do the same things in SharePoint that you can do with ScreenSteps?”
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