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Standard Operating Procedures with Tango

Standard Operating Procedures with Tango

February 14, 2022
Dan Giovacchini
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Are you an Operations team? Customer Support, Success, Sales, Marketing, Finance, or Engineering? Then you’ll know your team’s success is just as dependent on how a task is done as the task itself.

One of the best ways to audit your team’s standard operating procedures is to try and teach them to a new hire. We’ve all been there; you’re walking your newest team member through another rushed training and mid-voice over you realize the way you’ve been [doing something somewhere] is...not effective at all.

Scale and standardize the ‘how’ with Tango.

Use Tango to create playbooks for all of your crucial processes and workflows. Deputize your in-house experts to codify and share their approach. Asking your top-performing engineer to document their process is a great way to audit their approach and scale their skillset to a team. Break down knowledge silos, and allow your subject matter experts to get back to what they do best.

Here’s how to create SOP’s and Playbooks with Tango:

Great operators know that if you’ve completed a process more than twice, it should be documented.

First, agree on where knowledge is best shared at your company. At Tango, we use Notion for everything. Then, create a section in your knowledge base called Team Workflows. Create subfolders that best align with your team’s needs, whether that’s tool-specific or related to job function.

  • First, build a section in your wiki - whether it’s Google Docs, Confluence, Notion - or anything else. Label a folder as “Team Workflows.” Create Subfolders that are labeled with each tool and purpose (E.g. “Salesforce - CRM”)
  • Then, Create a Tool Tour with Tango. Use Tango to capture yourself clicking through each major area of the app. When editing, give a brief description of that area of the tool and what it is.
  • Next, find the subject matter expert. Someone who does the job daily. Ask them what are the 5 processes a new hire will need to learn to be successful with that tool.

It could be things like:

Capture these workflows with Tango. Better yet, ask your subject matter expert to help. Use Magic Copy or Tango Embed to paste these into your wiki.  These workflows may seem intuitive and basic, but they’ll go a LONG way towards democratizing access to those tools and improving their adoption and value. Workflows can be cross app as well. Just because a process may start with Salesforce doesn’t mean it won’t require using other tools. Many of your team’s most essential workflows probably involve multiple applications.

After that, grab the link to your “Team Workflows” wiki page with your embedded Tangos. Add it to the resources that you share with your new hire in their first week. *Pro tip - pin the link in your new hire’s chat channel (e.g. Slack, Microsoft Teams) for easy reference.

Finally, share your new Workflows playbook with your team. Invite them to add any additional workflows that will save them from forgetting steps in a critical process or from the “pain of re-explaining,” to others on the team.

And reference your Tango procedures regularly. Any time somebody asks “How do I...?” that should be a cue to capture a Tango. If one person has the question, it’s likely many others will also.

Boom, you just put your team’s operations on auto-pilot.

February 14, 2022
Dan Giovacchini
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