Innovate UK

Innovate UK, part of UK Research and Innovation and the UK’s innovation agency, embarked on a project to transition its advisory and support teams to a new Salesforce platform. The move was designed to strengthen data quality, streamline processes and create a more consistent, user-friendly system across its nationwide operations. With multiple user groups involved, ensuring strong adoption of the new solution was vital to the project’s success.

Optimum delivered a comprehensive end-user training programme to equip each community with the skills and confidence needed to work effectively in Salesforce. A full suite of tailored training materials was developed, including detailed reference guides, concise quick card and trainer packs which consisted of structured lesson plans, delegate exercises and supporting PowerPoint presentations, all aligned to the processes defined for the new CRM. While the programme was designed for virtual delivery via Microsoft Teams or Zoom, all materials were built to support face-to-face delivery should this be required in future.

Training recommendations and delivery approaches were customised for each user group, Partner Advisors and Admin, Partner Managers, the National Enquiry Gateway, Scaleup Services and administrative teams, reflecting their distinct responsibilities and frequency of CRM usage. At Innovate UK’s request, Optimum delivered all virtual training sessions directly, ensuring consistency of message and reducing the risk of workarounds or inconsistent data entry after go-live.

Through clear, standardised training content and expert virtual delivery, Optimum enabled Innovate UK staff to transition smoothly to the new Salesforce environment. The approach also ensured that new joiners could be onboarded effectively, providing a sustainable training model and a strong foundation for future system enhancements and continuous improvement.