High expectations of software: Written by a millennial

While I was in college, I knew the value of internships. A good internship would give me business understanding that could not be gained in a university classroom. One internship of note was at a tech company, not unlike Sapho. I was in the sales operations group and I was brought in to help the enterprise field sales team streamline their opportunities, analyze customer renewals, and manage the customer lifecycle through the customer success platform.

This company, like so many others, used Salesforce to manage their customers and organize their operations. However, after three months of using the product, I was only able to do a few things with it. I was further shocked to find out that many other seasoned employees struggled with it as well. I learned that most employees found workarounds to avoid using the system altogether, emailed a more experienced colleague to have them pull the information they needed, or reverted to the archive of “How to” documents to accomplish what should have been simple tasks. 

The reality is these enterprise software platforms are great for the small percentage of people who are fully trained power users, but most of the product’s capabilities go unused. Take a copy machine for example. Everyone knows how to press the green button to make a copy, but nobody knows how to print double-sided pages that are pre-stapled. The same goes for enterprise software. Here is a great article on CMSWire that explains why existing software is so hard to use and what organizations need to look for in terms of solutions: “IT Vendors’ Dirty Little Secret: Software No One Uses”

Back to my internship experience. It became very apparent that many things needed to be approved by a manager before anyone could move forward. This is especially true for larger companies. I was often held back from completing tasks in Salesforce because I was waiting for an approval. I would frequently get frustrated with how slow things moved, yet veteran employees always seemed unfazed. 

Why were they ok with slow processes? I’ve realized now that it is not because they didn’t care that things were slow, it’s because I have been conditioned my entire life to expect instantaneous reactions, and processes that don’t drag on for more than a few minutes. I expect immediate feedback, such as “likes” and comments, and even the “John is typing” feature on iMessage has trained me to get frustrated when someone starts typing and then does not immediately respond. I am an impatient millennial. 

However, my age versus theirs should not be a reason for the acceptance of bad software. The fact of the matter was that managers and execs were working through ten other to do list item before they were able to give something a quick approval and it was understood that everyone struggled using the platform. There was no faster way. This article on Apps Tech News nails the problem I had and also highlights some other slow processes within enterprise companies. “These Five Processes are Shockingly Slow in Enterprises - but shouldn’t Be”.

At Sapho, our mission is to make those “simple tasks” truly simple by pushing actionable insights and activities directly to employees wherever they are. Our micro app platform sits on top of existing systems and breaks down processes making them more efficient and employees more productive. People want to merely press the green button on the copier to accomplish quick tasks. And people like me want to press it on their phone, their browser, their chat applications – really whatever they are using – so they can get what they need, approve what needs to be approved, and move on. Sapho makes that possible. Sapho is the future of work. Delivered today.

Watch this video to learn more about how Sapho delivers millennial-approved software.

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Sawyer Whalen is an Account Manager at Sapho. He is a recent graduate of Dartmouth College where he studied Government and Political Science. His previous experience was at Concur helping the sales operations team streamline process functionality during their acquisition by SAP.

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