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Develop ‘A’ Players through Collaboration Enabled by QuickBaseHow a service & support manager improved employee performance and management through his QuickBase apps | June 18, 2013

employee training and management solutions#quickbase

Slide 2

Highly

Empowered and

Resourceful

Operatives

-Forrester Research

QuickBase Heroes are empowered employees

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Less than 1 day

Less than 1 week

1-2 weeks

2-4 weeks

More than 1 month

More than 6 months

0% 5% 10% 15% 20% 25% 30% 35% 40%

ITDIY

DIY: 68% < 1wk

IT: 72% > 1mo

QuickBase App Creators on average build new apps

once per quarter

Custom app development: How long does DIY take vs IT?

#quickbase

DIY custom app development is 7x faster than IT, on average

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Today’s Focus: A QuickBase HERO and His Apps

• Manages14 employees13 frontline agents,1 specialist

• Supports 200 agentsProvides support for a cross-trained team

• Created 15 QuickBase apps300 QuickBase usersMicah Sampson

Service & Support ManagerIntuit, Inc.

• Improved customer satisfaction by 10% His QuickBase apps enabled better training and performance tracking agent info and “voice of the customer” surveys

• Saved organization $2.5 million/year Showed a VP the significant cost savings from managing customer contact data in apps, reporting easy and fast

Resultsenabled by

his apps

#quickbase

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Today’s Agenda

Micah’s Story & Apps15 minutes

Demo: How to Create an App

15 minutes

Q&A15 minutes

1

2

3

#quickbase

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MICAH’S QUICKBASE STORY & APPS

Micah Sampson, Service & Support Manager, Intuit Inc.

#quickbase

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Why I use QuickBase

• “I can’t find another agent!”• “I have no idea what

customers are saying about me.”• Difficult to find call

recordings for training to support 200-500 agents being trained

• Faster than IT • Independence (DIY)• Self-service for

agents• It’s easy• Track anything,

everything• Control over access

levels

Team Challenges

QuickBase Solution

#quickbase

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What I track with QuickBase

• Agent Information

• Employee Training Management

• Employee Performance Tracking

•Net Promoter Follow-up Program

• Saves/Sales Tracker (tracking accounts saved from cancelation and deals

closed)

#quickbase

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View into two of my employee training and performance management apps

“Online Payroll Agent Info” Tracks employee and manager information, employee and manager input from feedback sessions, stores QA forms, tracked customer surveys and allowed agents to look up their own scores

“EMS Online Recorded Call Experiences”A repository of recorded calls with notes from a

Subject Matter Expert (SME) for trainers to use during training of new hires

#quickbase

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Online Payroll Agent Info

EMS Online Recorded Call Experiences

#quickbase

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Employee data is entered via custom forms.

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Employees and managers make notes on feedback sessions. Managers view reports to monitor progress across teams.

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Agents receive notification when a QA on their call is ready, with a link to a related QuickBase app for details.

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#quickbase

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Custom roles and permissions enable me to deliver different users the data they need – while preserving confidentiality.

#quickbase

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Online Payroll Agent Info

EMS Online Recorded Call Experiences

#quickbase

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Custom form allows us to save key details on recorded agent calls, including a link to the call recording on a shared drive

#quickbase

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Populated form. Click of a button takes you to the call recording on the shared drive.

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HOW TO CREATE A QUICKBASE APP

Micah Sampson Service & Support Manager, Intuit Inc.

#quickbase

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Three Ways to Create a QuickBase App

1. Import spreadsheet data2. From scratch3. Start with a template

#quickbase

Today’s focus

During the live program, Micah demoed how to create an app and view custom reports within a few minutes. View the program recording.

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My Process for Creating an App

1. Define requirements/fields (plenty of templates to

get started)

2. Create fields

3. Modify form (Form is auto-created for you)

4. Gather data

5. Create reports anytime

6. Add more tables if necessary

#quickbase

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What’s next for Micah and QuickBase

• Constantly refine apps

• Working on new app to

track bugs and form action

items around those

• Champion QuickBase to

others, others create their

own apps

#quickbase

Slide 22

Q&A

Micah SampsonService & Support Manager

Type questions into the WebEx Chat box in the bottom right

#quickbase

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Thanks for joining us.

Sign into QuickBase to download Micah’s “Employee Performance Tracking” app from the Template Library

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quickbase.intuit.com