Customer Story

Southeast Lineman Training Center

Southeast Lineman Training Center

EXECUTIVE SUMMARY

Southeast Lineman Training Center

SalesForce Technologies:

Sales Cloud
Service Cloud
Experience Cloud
Marketing Cloud

Challenges:

  • Had outgrown their legacy CRM and it no longer met their needs
  • Regularly experienced issues with reporting and missing data, resulting in lack of visibility regarding applicants and where they were in the process of being admitted
  • The lack of visibility led to severe communication gaps between admissions counselors and potential students, resulting in numerous potential enrollments never coming to fruition
  • The application process was manual, didn’t include an online option, and was immensely time consuming for admissions staff to process
  • Had physically interactive registration events that were ill-suited for the COVID-19 pandemic
  • Was unable to track where their leads were coming from to maximize their marketing potential

Solutions:

  • Identified obstacles in Legacy CRM that could be improved to optimize the processing, communication, admission, and registration of incoming students
  • Partnered with Cloud Performer to build a custom CRM platform that provides robust data visibility, empowering complete and granular communication
    with applicants in all stages of the enrollment process
  • Implemented a mobile friendly student portal that moved the application process online
  • Automated many aspects of the enrollment process that were once manually performed by admissions staf
  • Utilized new CRM platform to digitize and streamline the registration events
  • Seamless communication with between students and enrollment staff to maximize conversion rate through fast-tracked communications and documentation
  • Tracking users point-of-contact with school to understand referrals and better suit a marketing plan for growth potential

Business Results

  • Enrollment doubled almost immediately after launching new CRM
  • The student enrollment processing time was drastically reduced, freeing staff to devote more time to recruitment and relationship building with potential students
  • Registered largest class ever in half the previous time, all while maintaining COVID-19 safety protocols.

”We had an awesome experience working with Cloud Performer. They were extremely interactive in showing us what they could do, but also in learning what we were doing. It was like they had this unbelievable understanding of everything we did. They presented us with a lot of additional pieces. Because of Cloud Performer’s recommendation, we actually added a new step into our admissions process.”

– Jared Anders, SLTC

Southeast Lineman Training Center (SLTC) is the premier training school for lineworker training, consistently producing an elite group of highly trained and certified graduates. SLTC provides life-changing career opportunities to their students and a steady stream of qualified workers to two infrastructure industries that are a vital part of our national security. In doing so, SLTC embodies the same core values that are instilled into each student: Knowledge, Discipline, and Ability.

SLTC is the creator of “Woodwalkers”, an Amazon Prime reality TV series bringing the spotlight to their apprentice linemen. It follows the journeys of students as they go through SLTC’s 15-week training and “put it all on the line.”

Highlights

  • Serves the electrical utility and communications industries
  • ~50 employees, including 18 full-time instructors
  • 100+ acres of training ground on their Trenton, GA campus
  • Offers on-site training to companies and individuals worldwide

Summary

Since 1999, Southeast Lineman Training Center has trained elite linemen for the electrical and communications industries. In late 2019, the Admissions Team recognized their current customer relationship management (CRM) software was growing increasingly inefficient and ineffective. This meant that their first interaction with potential students, their application process was also inefficient and ineffective.

Having outgrown their old CRM, they would try to add features they needed, but these additions would lead to errors in other processes of the CRM. They also found data missing from reports they ran, leaving their vision of their work frustratingly incomplete. This made forecasting on enrollment metrics or following up on abandoned applications almost impossible.

Their students were filling out paper applications with no transparency of their status in the admissions process, and their registration events for incoming students was almost entirely done with paper. Once received, paper applications then had to be manually processed by the Admissions Team, tying up valuable one-on-one time for following up with applicants. They knew they had to digitize and automate these processes and create a frictionless path from the beginning to the end of the admissions process. A referral to Salesforce partner and developer Cloud Performer started this transformation, and SLTC has never looked back.

The story below talks about the challenges they faced and the path they took to increase enrollment and modernize their technology in order to optimize their enrollment and registration processes.

Challenges to Overcome

Southeast Lineman Training Center (SLTC) is a training school for lineworkers, boasting of the most premier program, producing elite and highly trained graduates. When their CRM was not up to the premier standards of the rest of their program, they knew something needed to be done.

SLTC had only been using their previous CRM for six years, but they had spent that time putting band-aids on problems and working around holes in the performance. SLTC had outgrown the inadequate software and realized just how much it was holding them back from their full potential. In addition, the original setup of the software was not done with a comprehensive knowledge of SLTC’s growth and scalability. As they grew and their needs increased, they tried to add functionality, but these additions would often lead to other errors in the software.

This piecemeal approach to infrastructure caused more than just headaches. SLTC found that they could not access all their data with accuracy. They would run reports on data and get different variations of the same report each time. Data was always missing, and reports were incomplete. This meant the Admissions Team could never have accurate and thorough information.

To top it off, the old CRM did not have an online application process. This made the application process for potential students clunky, cumbersome, and manual. Applicants would have to pay online and then print the application, fill it out in ink, scan it, and finally email, fax or mail it back. This cumbersome process deterred many potential students, even at times applicants who had already paid the application fee. SLTC knew they had the potential to do better, for themselves as well as for their students. They knew this antiquated process had a direct correlation to how many interested people were not finishing the application process and becoming a student.

They knew this onerous software was holding them back, fatiguing their applicants, and leaving many potential students behind. The unnecessarily manual nature of the software impeded admissions staff from making meaningful and thorough interactions with potential students. They didn’t have time to be strategic and were stuck doing the manual stuff.

Compounding all of these challenges, once registration day came, they had an oncampus registration procedure involving mainly paper and ink because the processes were not automated or online with their clumsy CRM. Not only was this a major undertaking that demanded multiple days to complete, but it also did not allow for social distancing that was suddenly necessary due to the COVID-19 pandemic.

”When our old CRM was set up, we didn’t know what we were going to need it for, so it wasn’t set up for everything we would need at the forefront. So, when they had to add things on, I think it really started messing with the functionality of it. We just had to piece stuff together.”

— Priscilla Bailey, SLTC

”We had no time to do the things that we would like to do. Things like follow up with people that had paid the application fee, but hadn’t sent it in. Things like follow up with people who expressed interests but hadn’t gone any further. We just had no time for anything like that, that we would really like to do.”

— Priscilla Bailey, SLTC

”They literally came in, they looked over our counselors’ shoulders as they were working. They were extremely interactive in showing us what they could do, but also in learning what we were doing. They left with a stack of unorganized papers, spreadsheets, applications, documents, videos, the links to our TV show. And when we heard back from them, it was like they had this unbelievable understanding of everything we did.”

— Jared Anders, SLTC-

”We’re a small company, under 50 employees, and we’re all very close. When the admissions team and I started working with Cloud Performer, it was almost as if they just melded right into the family and became a part of what we’ve had for years.”

— Jared Anders, SLTC

The Path We Took

SLTC chose Salesforce because they had heard about the Educational Platform that Salesforce offers. After seeing the software, they instantly recognized its capability. Cloud Performer came on-site to their admissions office and watched their processes, learned about their specific needs, and gained a deep understanding of how they could customize Salesforce to meet the premier standard of SLTC.

Once Cloud Performer had collaborated with the admissions staff about their specific needs, they went to work. They regularly involved SLTC in the process of development and had regular meetings during set up. During implementation, Cloud Performer spent two weeks receiving feedback from SLTC, using it to make adjustments and additions the team needed. The launch was smooth and the SLTC admissions team immediately started reaping the benefits.

During implementation, Cloud Performer spent two weeks receiving feedback from SLTC, using it to make adjustments and additions the team needed. The launch was smooth and the SLTC admissions team immediately started reaping the benefits.

Outcome

After just a short time with their new Salesforce software, SLTC quickly saw the advantages of their new platform. Only months after implementing Salesforce, SLTC saw the highest enrollment they have ever had.

Out1

There was an immediate difference in the student life cycle because incoming students were able to complete their applications online without antiquated or clunky processes. Students can now log into the student portal and see exactly where they are in the admissions process, resulting in a significant drop in the number of abandoned applications.

A huge portion of the admissions process was automated. Programmed triggers for different team members automatically initiate tasks so that they don’t have to manually scheduled and performed. Simplifying the workflow in this way freed up the admissions team, allowing them to prioritize recruitment.

As if all this wasn’t enough, the registration process is now streamlined, digitized, and COVID-19 friendly. The upgrades allowed them to register more people in less time, all while keeping a safe distance.

In the end, the SLTC team is more empowered than ever to achieve their goal: to change lives with great career opportunities and to contribute to national security by training the most elite lineworkers in the country.

”They were so incredibly helpful and very easy to work with through that process.”

p—Jared Anders, SLTCp

”They have a passion to help their students. That comes across every time you talk to Jared.”

— Michelle Baker, Cloud Performer

”SLTC had a high level of vision. We gave them the tools they need to complete that vision and guidance.”

— Brett Hamilton, Cloud Performer

”Jared already knew what he wanted to do, and he just needed our help in accomplishing it with Salesforce.”

— Chris Gary, Cloud Performer

”We’ve got the highest enrollment we’ve ever had. It was like literally the moment we pressed launch; our enrollment felt like it doubled.”

— Jared Anders, SLTC

”We have a lot more time for phone calls that are people just interested in the school. We can take more time with getting people here.”

— Priscilla Bailey, SLTC

ABOUT CLOUD PERFORMER

Why do we do what we do?

When we look at the state of the workplace, we see too many inefficiencies and breakdowns in processes, technology, and leadership that can be stressful for employees AND their families.

When we really look at what’s going on, we see:

  • people who are slowed down by legacy technologies
  • people who don’t have the visibility they need to understand the pulse of the company
  • people who work more hours than they should to complete  tasks
  • people who live in a constant state of trying to catch up

These people likely feel frustrated, overwhelmed, and even powerless at work. They work long hours and take work home, sacrificing even more time with their family and friends.

For companies, this level of employee frustration works against a positive culture, responsible revenue growth and great customer service.

We know there’s a better way!

We stand with our clients and face their business challenges head on, guiding them through every obstacle with integrity, empathy, and passion. We’re in this together, getting to know our clients – both the executives and the end users. We become their friends, mentors, guides. We’re a sounding block, a listening ear, and a true solutions-provider.

We bring the best team and use world-class problem solving abilities and advanced technology expertise to help our clients – our new friends – alleviate frustration and roadblocks in their business processes so they can get back to the kind of work they do best – serving their clients, and making the impact they set out to make in the first place.

Simplify Work… Enjoy Life!
We Get There Together.

What Can We Do For You?

  • Sales Cloud, Service Cloud, and Community Cloud Implementations
  • Salesforce Restorations & Rescues
  • Strategic Services (e.g. roadmap and deployment planning)
  • Architecture, Design & Custom Development
  • Integration & Data Migration
  • Support Programs