Crafting Engaging Narratives: Salesforce

Objective: To create and manage content for Salesforce, the world’s #1 CRM platform, while supporting the rebranding efforts of RelateIQ and enhancing user success through effective documentation and resources.

Strategy Development

1. Content Management: I developed a structured content plan for SalesforceIQ’s Help pages, focusing on user engagement and ease of access to resources. This included FAQs, How-Tos, technical specifications, and customer database updates.

2. Rebranding Strategy: The rebranding of RelateIQ to Salesforce required a comprehensive approach that spanned multiple departments. I worked closely with marketing, product, and engineering teams to ensure a seamless transition of messaging and design.

Execution

1. Content Creation and Management: I utilized various tools and platforms to write and manage content, including:

Craft and Jira (Agile): Coordinated with teams to prioritize and update content based on user feedback and evolving needs.

Google Analytics and Chartio: Analyzed user data to inform content strategy and optimize Help page performance.

ScreenFlow: Created instructional videos to enhance the user experience and support content with visual aids.

2. Cross-Functional Collaboration: Collaborating with diverse teams was essential for the rebranding process:

Copy and Creative Development: Worked with designers to align copy with new branding guidelines, ensuring consistency across all materials.

User Interface (UI) and User Experience (UX) Redesign: Partnered with Brazilian and Ecuadorian engineers to enhance the site’s UI/UX, making it more intuitive for users.

3. Transitioning Brand Identity: I led the effort to transition the brand identity from RelateIQ to Salesforce, focusing on:

Messaging Consistency: Ensuring all communications reflected the Salesforce brand and values.

User Education: Developing comprehensive resources to educate existing users about the changes and new features.

Results

Successful Rebranding: The transition from RelateIQ to Salesforce was completed smoothly, with 90% of users reporting satisfaction with the new branding and features.

Increased User Engagement: The enhanced Help pages saw a 50% increase in page visits and a significant reduction in support inquiries due to improved self-service options.

Recognition for Content Quality: The content I developed contributed to SalesforceIQ being recognized as a leader in user success and support within the CRM industry.

Conclusion

My experience as a Corporate Content Writer at Salesforce allowed me to play a key role in managing and enhancing content for the world’s leading CRM platform while successfully executing a complex rebranding project. Through effective collaboration and a focus on user needs, I helped improve the overall user experience and contributed to Salesforce’s ongoing success.