Coveo pour Salesforce Sales Cloud

Hello, everyone, and welcome back to another episode of relevant experience heroes. Today, I am joined by none other than Tammy Willie of Jacob. She's the knowledge manager there. We're gonna dive into some topics around KCS and knowledge management best practices and really give you an understanding of of what we're gonna cover, later on in the webinar that Amy is gonna dive into how she was able to accomplish all these things. Thanks for being here today, Tammy. Yeah. Thanks for having me. What I'd like to start with and to let everyone know is what's been your number one favorite accomplishment within the AM ecosystem over this last year. I'd have to say it's the roots that we've been able to establish, around our knowledge management transformation. Ging program. We are a really diverse company, made up of a lot of acquisitions. So a lot of different cultures and personalities coming with all of that. And so really trying to establish the foundation for knowledge management and to create the awareness of what good knowledge management really is and how important it is to the business regardless of whether or not you're in a corporate function or if you are in of our lines of business or you're developing a new solution for our client. A good knowledge management foundation is key. And like I said, really trying to get that that foundation set has been, has been really, rewarding to see. How big is Jacobs? What is Jacobs engineering? Yeah. So, by by industry trade, we're an engineering and construction company. We're actually starting to position ourselves as more of a solutions provider. So we we have our client base and it's not just engineering construction, but what other solutions can we provide? We're we also like to consider ourselves a very innovative company. So creating a lot of new innovations around the different areas that that we work in. We're a fifty five thousand employee company. We operate in about forty different countries. So we're we're very large and very diverse and, trying to bring everybody together into to sort of a common way of working not just from from company, diversity, but cultural diversity as well, has been a big thing that we've been trying to focus on. And how does KCS play into all of that? It's really given us a a way to focus on what knowledge management is, really give us a way to be scalable and agile in the way that we work across all of these different functions and cultures and areas. It helped us strengthen our business case for why a knowledge management transformation program, was needed within Jacobs and and what it what benefits it could really provide in trying to take it, not just from one, one area. So we started in sales, but we're expanding across all of Jacobs. And KCS has really given us, like I said, the the the business value for what that that would mean and, having something KCS really helped us, like, establish our business case to our senior leaders as to why that was important. You know, that's it's funny because you said started in sales. And when I talk about KCS, I've pretty much never heard that. Right? It always starts in support. Then it moves to success. It started in sales. Why did it start in sales for you? Sales is a big one because it's, It's a lot of different stakeholders that need content from pretty much everywhere in the company. And so we really, have had to take KCS from a support and service function and adapt it to what it means for professional services organization like ours. And, you know, we'll talk about this, in the presentation, but it's a lot of the same principles. We just have to adapt them and apply them in a slightly different And like I said, sales is really interesting because we need HR information. We need finance information. We need experience project delivery. What is contracts doing so that we can answer, you know, fit the, the questions that our clients are asking in our bids? And, so we, we took a look at a domain map, actually, so what we needed. And sales actually creates a very small amount of content. It's what the other functions in the company create that we have to get. And and the challenge with knowledge management then is How do we get that group to have good knowledge management and then share their content with sales so that it can be leveraged? And then how do we have that that feedback loop to say, hey, you know what? Our client really didn't, you know, like that response or they Coveo this response. Let's use it more often. Sales always needs more content, and they always need fresh content. They always and the hardest thing and the reason why Coveo exists in a lot of ecosystems is findability and being able to find it and then add that evolve. And I I see how these blends so well together to help really empower your sales agents to have everything at their fingertips and know that it's evolving as clients' needs evolve. But to tease people a little more about what you're gonna get into your webinar, right, is what was one of the biggest hurdles that you had to overcome to accomplish this? I'd say people's willing to change, because we've, you know, been a fast paced company require or we've we've done things that works for sales function. HR does things that works for HR's function. Right? People have been reluctant to change their way or to change their, siloed repositories, for example, how do we get kind of on the same page? So again, part of not again. So part of our transformation is getting them to understand what the benefits are and what the value is of trying to follow sort of a a knowledge management framework and to leverage tools like Coveo, where we can say, hey, you can keep it in your repository, but let's set it up this way so that we can leverage Coveo to have a an interface where I can go in and I can find this information. And yes, it's This was created and managed by sales. This is created and managed by HR, but we're able to bring it together, through something like Coveo. That's amazing with multiple stakeholders. So you heard a year from Tammy. She's gonna dive into much more depth about the change management and what they've been able to accomplish on the road to success that Dave out and are still on. This is a journey, and it's constantly changing and evolving. And so it's never really done. Right? But They're on a maturity model internally. You have a sales center of excellence that tells you enough right there. So make sure you tune in, watch the webinar to Amy is full of incredible information. And thank you so much for joining us today and sharing this little, tidbit before you dive into the deeper webinar that I I know you're gonna have. Thanks Ari. I appreciate it.