Success Stories

Industry: Market-Leading Web Service Provider

Challenge: This industry-leading technology company wanted to improve customer satisfaction, retention and loyalty while accelerating product adoption by reducing the costs to train new customers on the usage of key product features and solutions.

Solution: Design and create a customer experience strategy including a multi-media approach to improving the customer experience and accelerating product adoption. Elements of the solution included creation of a product orientation quick-start guide, creating a tiered approach to their customer training program and developing and delivering an on-line web-site orientation designed to be available to each client 7 x 24. This strategy reduced the time to the client’s first use of the product, and increased their ability to rapidly access the promised ROI. It consistently delivered vertical market specific product usage instructions giving customers what they needed.

Results: Increased customer satisfaction, increased percentage of solution adoption and faster time to initial client revenues by increasing client retention rates and anticipated renewal fees for subscription-based technology service.

Industry: Software

Challenge: This global provider of consumer and enterprise software needed to transition its global sales force from product licensing to enterprise solution sales.

Solution: Definition of new sales roles, skills and competencies, definition and delivery of training for entire field sales force utilizing instructor-led and web-based training with the creation and deployment of a global e-Learning system.

Results: Successfully made the transition from transaction to solution selling model while achieving revenue targets and expanding reach into the enterprise software market.

Industry: Global Software Company

Challenge:This organization needed to increase the effectiveness while simultaneously reducing the annual cost of providing global training solutions to over 1 million customers, partners and employees world-wide.

Solution: Create a global learning framework capable of leveraging and scaling the existing training infrastructure, technology, content and best-practices while at the same time delivering strategies for streamlining the operational elements required to deliver learning solutions on a global basis.

Results: Delivered a phased-approach to global learning by conducting In-depth research to determine the tiers of learning excellence, analysis of the performed gaps across all areas of the organization and designing a roadmap for implementation of recommendations designed to reduce these gaps. This roadmap also included strategies to measure the impact of learning and to leverage the strengths common across all learning organizations and to eliminate duplication of operational effort across the major worldwide learning teams.

Industry: Financial Services

Challenge:This nation-wide provider of banking and financial services required improvement to call center customer service levels to secure customer satisfaction and loyalty. Their staff needed updated skills necessary to react and respond positively and pro-actively to their customer’s requirements.

Solution:Discovery interviews with key stake-holders determined the specific challenge areas and identified communication skills as the focus area. Delivery of targeted communication skills training, design, and delivery of follow-up coaching workshops have resulted in improved call handling effectiveness and increased confidence in handling challenging financial related calls for both staff and supervisors.

Results:Call center staff members are now able to confidently handle customer inquiries, customer service levels have increased and supervisors and managers have the ability to provide ongoing coaching on important communication skills.

Industry: Wireless Communications

Challenge:This nation-wide provider of wireless communication services wanted to examine and improve the effectiveness of their internal training and delivery organization has on the delivery of learning targeted to meet the business goals of their operations.

Solution:By working closely with key stakeholders within the organization a series of approaches to improve the effectiveness of the Training and Delivery organization have been implemented. This includes provision of project oversight for critical business training projects, conducting management and facilitation of communication interventions, and working with internal business partners and consultants to develop learning outcomes aligned with corporate values, processes, and required outcomes.

Results:Improvements in business processes and increased effectiveness of the training and delivery organization which ensured key business deliverables were achieved on time and within budget while simultaneously facilitating the ongoing change management aspects of this dynamic organization.