Solar Sales Onboarding
Overview
The client for this project was Sun Light & Power, a San Francisco Bay Area company that designs and installs solar and energy storage solutions. The Sales Manager and Human Resources team recognized the need for more comprehensive onboarding for new sales team members.
Audience: Newly hired residential solar sales employees
Responsibilities: Instructional Design and eLearning Development
Tools Used: Articulate Rise 360, Adobe Illustrator, and Miro
The Problem
When new sales associates meet with prospective clients at a residential site, they must investigate a multitude of factors, as well as establish a positive relationship with the homeowner. Because there are many variables to analyze and potential distractions, some sales associates miss key factors at the initial visit. Missing key factors early in the information collection phase can cause problems during the design and install phases.
For example, a new sales associate may forget to investigate and confirm that the roof structure meets current building codes. As a result, the design and install team would not know if the roof has the proper support to hold the additional weight of solar panels. Missing information like this can slow down the project, decrease customer satisfaction, and cost more money in the long run.
The Solution
In light of this and related issues, I set a training goal for new sales team members to become familiar with the basics of the solar project process quickly and intuitively. To meet this goal, I proposed an update to their onboarding materials using Rise 360.
Rise 360 is a mobile-friendly program that will allow associates to use it in the field before or during a site visit. The program offers an interactive and flexible design and saves progress as learners complete each section.
My Process
To understand the needs of the organization’s onboarding, I met with a Senior Project Developer, who also functioned as my subject-matter expert (SME) for this project. I began the process by creating a MIRO board to organize and understand the project. Creating this board allowed me to focus on the key steps that must be taken in the field and in the office to ensure the most accurate planning for a prospective solar project.
Once I understood the sales associates’ specific job duties, I was able to draft the interactions in Rise 360. My goal was for the checklists and steps to be as interactive and clear as possible.
I worked with the stakeholders during the iteration process to ensure that all content was accurate and in alignment with their business goals. The SME, the HR team, and the Sales and Marketing Director approved the final project, and it was ready for implementation.
Results
Sun Light & Power believes in providing exceptional customer service every time. Employees and managers have appreciated the ease of access, the simplicity of the design, and the overall positive impact this onboarding has had in the field and the solar design process. Providing a high-quality onboarding experience will provide their new sales team members the foundation they need for continued success.