By /

Case Study: Seamless CRM Adoption:
Training a Hospitality Sales Team for Success

Executive Summary

TrainingPros’ hospitality client sought to optimize its sales processes by implementing Salesforce.com as its Customer Relationship Management (CRM) tool. To ensure a smooth transition and maximize adoption, the organization needed a comprehensive training program tailored to different sales-related roles. TrainingPros supported this initiative by providing experienced instructional design consultants to design, develop, and deliver a blended learning program. The result was a standardized onboarding experience, targeted professional development, and ongoing reinforcement training that significantly improved sales performance and engagement.

The Challenge

When our hospitality client implemented Salesforce.com, their goal was to streamline the sales cycle, reduce redundancies, improve communication, and enhance reporting and integration with other key systems. However, with multiple teams across different sales functions, training had to be tailored to various audiences, including: The primary users of the training program included global and regional sales teams, along with call center agents who relied on Salesforce for their daily operations. Additionally, secondary users such as data services, direct bill teams, revenue managers, franchise service directors, and franchise general managers required training to support their specific, ad hoc needs.

Given the complexity of the sales process and the need for widespread adoption, the company required a structured and engaging training program that catered to both new hires and existing employees.

The Solution

To meet these challenges, the client’s training department—supported by TrainingPros’ instructional design  and eLearning development consultants—designed and executed a comprehensive training program focused on equipping the sales team with the skills necessary to leverage Salesforce effectively. The blended learning program included:

  • Role-based training sessions tailored to both primary and secondary users.
  • Real-world scenario-driven exercises to reinforce the sales process and system capabilities.
  • eLearning courses. 
  • Task-based job aids to support ongoing system use and reinforce key workflows.
  • Webinar-based training for secondary users to provide flexible, on-demand learning.

Once implemented, the program was retained for use in onboarding new associates.

The Result

With TrainingPros’ support, the hospitality client successfully implemented a structured, engaging, and impactful sales training program that:

  • Trained 550 sales professionals on Salesforce.com usage.
  • Established a consistent onboarding experience for new hires.
  • Provided ongoing development opportunities for the sales team.
  • Achieved high participant satisfaction scores, exceeding the initial targets.

By leveraging expert learning and development (L&D) professionals, the organization ensured a seamless transition to Salesforce, empowered its salesforce with the right skills, and drove improved sales performance across the company.

Conclusion

Through a strategic blend of onboarding, skill development, and reinforcement training, TrainingPros’ hospitality client successfully transformed its sales training approach. TrainingPros played a key role in designing and executing this initiative, demonstrating the power of well-designed L&D solutions in driving business success.

Resources Provided

Technology Used 

How Building an eLearning Prototype Saves Time and Money

Get the PDF
Free PDF

Ready to work with us?

Does your learning and development department have more projects than people? TrainingPros has been named as a Top 20 Staffing Company internationally by Training Industry. Coupling this award with being named a Smartchoice Preferred Provider by Brandon Hall Group for 2025 underscores  TrainingPros’ unwavering commitment to delivering high-quality, tailored training solutions. If you need instructional design consultants or learning experience designers for custom content projects, contact one of our industry-expert relationship managers today. When you have more projects than people™, let us find the right consultant to start your project with confidence. Schedule a consultation today. 

TrainingPros is able to fill the gaps with someone who is professional and someone who has worked with us before.
Diana RivenburghSeniorlink Incorporated
I appreciate the accounting of hours, appropriate billing and accurate invoicing that Training Pros provides. It is always delivered on time which is great!
Ellen GrayFairfax County Government
“Other vendors are not as responsive as Training Pros. I have worked with 15 talent suppliers. I would rank Training Pros at the top of this list.​”
Ed FussellAT&T
I have always felt like I am a partner with TrainingPros and Cheryl has never been viewed as a vendor.​
Leslie Jones Nike
TrainingPros is very thorough to understand the skill requirements I'm looking for and they have presented me with candidates that have been on par with those requirements.
Tamara Deloatch-WarrenCox Automotive
I would highly recommend you check TrainingPros before checking anyone else. No matter where I go or where I am, you guys are on the top of my lists for recommendations.
Sesi ColemanNike
I look at TrainingPros as an extension of our team. You make it easy!
Nadine FrankKeysight Technologies
My favorite thing about working with TrainingPros is the level of expertise and the response. TrainingPros RMs are world class, years of experience, they get it!
Lisa Aurand - Trainingpros - Elearning Contractor
Lisa AurandCollections Training Manager
This morning, I feel lighter than I’ve felt since starting at Scooter’s Coffee 8 weeks ago because we’re delivering a better product to the front-line staff. Thank you!!
Mandi DillingScooter's Coffee
One of the things that I like about TrainingPros is the "one stop shop" aspect. I would describe you as a company that can help you meet your Learning & Development with a variety of different options.
Katie KellyProctor & Gamble
They're a great resource when you have more projects than bandwidth. When I think about working with TrainingPros I think...Confidence and Easy.
Candy WilliamsAtlas Roofing
I’m so very grateful for your partnership on this. You helped us go WAY faster than I expected.
Mandi DillingScooter's Coffee
"I feel deeply fortunate to have your professional friendship for so many years."
Julie ThomasSAP - Senior Director of Instructional Design
"Working with TracyDee Lufkin at TrainingPros was an absolute pleasure. We had an urgent need to fill two instructional designer roles, and TracyDee immediately demonstrated her remarkable ability to understand our requirements. "
Jennifer FirstenburgDirector, Talent Development, PPG
"I've enjoyed working with you, and I especially appreciate your ensuring our needs were met and that Lisa, Jason, and Kevin received the support they need. Your insights and support have been invaluable."
Mary ViersMHSH
I appreciate so much the support received from the IDs by TrainingPros and for all the great support and flexibility that Chenier continues to provide.
Tamas BarassevichBlackrock
A personal and professional goal of mine was to be recognized in some way for the great programs we’ve put together. In partnering with Chenier and TrainingPros, we were globally recognized and earned our first L&D award and achieved gold.
Nicole SandovalEuropean Wax Center
Thank you, Chenier. It’s been amazing working with you. As I reflect on my first 6 months at Scooter’s Coffee, I can’t imagine how I’d have survived without your designers.
Mandi DillingScooter's Coffee
SCHEDULE CONSULTATION
Women Owned Business Award - Trainingpros Leadership Development Program
Trainingpros Rings Tealorange Rgb

Respected TrainingPros Rings Logo Icon | When You Have More Projects Than People... Awarded

Seamless CRM Adoption: Training a Hospitality Sales Team for Success