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Excellence in Customer Training: A Roche Case Study

Bottom-Line Performance

In markets where the products being sold are highly complex, customer training is essential to help make the sale and retain customers. That’s why a huge component of a large product launch is often a refreshed approach to customer training. Sadly, our industry focuses on “corporate learning” that helps the sales rep or the support technician, but neglects the needs of the customer. What should the customer know, do, or believe?

Microlearning Case Study: Healthcare (Call Centers and Claims Centers)

Count5

Health Insurance Leader Improves Customer Experience. With the company’s expansion, its customer service and claims agent population also grew to manage separate health plans in 28 states and two international markets. q Use Case #2: Reinforcement of Learning.

How To Create Successful Video Training Content (A Case Study)

TechSmith Camtasia

Organization: SoftwareONE Industry: IT Service Management Challenges: Cost, resources, updating training materials, scalability, creation, time to market, multi-language training Solution: Create and share video training content with TechSmith Camtasia and Snagit. But how did SoftwareONE become so successful at creating corporate training videos? Each consultant has to highlight the benefits of each software they offer and answer any questions customers may have.

Case Study Customer Satisfaction Survey and Response

ProProfs

“Your most unhappy customers are your greatest source of learning” – Bill Gates. To be honest, an angry customer is a real pain in the neck. As a matter of fact, entrepreneurs realized the whole potential of customer development only in the beginning of 1990s, thanks to Steve Blank who is one of Silicon Valley pioneers. A customer satisfaction survey is a common way for thousands of companies all over the world to reach their business goals.

Breaking barriers and alleviating workload with a customer service chatbot

Mobile Coach

Dee is a browser-based chatbot designed for revital U to scale customer service capacity amid rapid company growth. Dee drove significant cost savings, more customer engagement, and increased overall customer satisfaction. Download a PDF of this case study.

How To Create Successful Video Training Content (A Case Study)

TechSmith Camtasia

Industry: IT Service Management. Solution: Create and share video training content with TechSmith Camtasia and Snagit. But how did SoftwareONE become so successful at creating corporate training videos? Each consultant has to highlight the benefits of each software they offer and answer any questions customers may have. To be effective, the training needed to meet the high standards of in-person instruction to accurately advise customers.

How Two Businesses Scored Big with Gamification (Case Studies)

Paradiso

Game mechanics can be applied outside the environment of games, to create engaging experiences as well as assign rewards and recognition. Case Study 1. The intention was to train their customer service reps quickly without investing a lot of money. They came up with the idea of creating Nintendo games which teach them how to flip burgers, what the right temperature of fries should be and so on and so forth. Case Study 2.

5 Case Studies that Prove Learning Games Work

Growth Engineering

In another study 2 , it was found that computer based simulations elicit better learner performance and knowledge retention than non-simulation instruction. The meta-study found that, compared to other methods, simulation games deliver: 20% higher post-training self-efficacy. Academic studies are one thing, but what about the practical applications…? US IT service provider, Savvis , introduced Merchants to their sales teams.

Mobile-Learning for a Retail Training Company — Case Study

Enyota Learning

Basically, an application that rolls out training and determines the competency of the learners by studying if processes are being followed, the data being collected would also determine a manager’s effectiveness as a coach! Creating an application that hosts training content is simple, but creating an application that tracks the outcome of the training being provided is not that simple. In this case, the client was a well-known retail consultancy firm based in Australia.

Case Study: Online Sleep Medicine School saves +50% on LMS costs after migrating to Custom Built Platform in record time

Academy of Mine

While the majority of its educational services focuses on in-person training locally in Atlanta and other outlying areas, the Atlanta School also provides high quality continuing education and certification courses online, as well. . Feeling like a small fish with a big company, the Atlanta School was not satisfied with their platform vendor’s level of customer support as well as the platform’s limited functionality not being addressed. About the Client.

Kineo Insights Webinar: Kronos Moodle Case Study

Learning Visions

The following are my notes from Part 2 of the webinar: Our Journey: Harnessing Moodle to Deliver Customer Training Kronos – Scott Severn and Lynn Bennett – manage the customer training team for Kronos. Kronos delivers products and services to customers managing workforce. Scott and Lynn are with customer services group and deliver training to customers – through Moodle. Today: How we’re using Moodle from customer usability.

How Intesa Sanpaolo Produced Over 1 Million Hours of Learning Content With Docebo

Docebo

Needing a way to incentivize learning, and radically change their “modus operandi,” the company turned to Docebo to create an ecosystem of bite-sized learning objects via a white labeled Netflix-style learning portal called Apprendo. DOWNLOAD THE CASE STUDY! Intesa Sanpaolo S.p.A

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Case Study: Greenlight Planet & EduMe - Driving salesforce productivity & engagement

Edume

With over 27 million customers in 60+ countries, it’s a truly global enterprise. Greenlight Planet’s sales agents provide a direct link to its customers. They’re responsible for selling its wide range of products, providing excellent customer service, and gaining an in-depth understanding of user needs. A very insightful app, I have learnt a lot about Sun King products and customer service.

Case Study: CE provider moves from fragmented network of software applications to fully integrated AOM eLearning Platform custom built to their needs

Academy of Mine

ABAC also aims to connect students who seek a more in-depth study experience with professional mentors. Webinar course certificates could only be manually created and individually emailed to students. Once a course was complete, ABAC staff spent time manually creating course certificates while students waited for their certificates to be emailed to them. The webinar application would be native to their custom-built platform and integrate seamlessly with the ABAC website.

Case Study: How the mobile operator Tigo increased sales by 66%

Edume

Tigo Honduras is the country's largest mobile operator with close to 5 million customers. It's part of Millicom, a leading provider of cable and mobile services across Latin America and Africa with 51 million customers and revenues of $6 billion in 2017. read full case study.

Case Study: Waterstones Academy – Goal-Based Learning for Booksellers

Rob Hubbard

Waterstones’ reputation is built upon the knowledge and enthusiasm of their 4,500 booksellers, who are able to offer passionate and informed recommendations and advice to customers. With the introduction of the Kindle as a product range, there was a need to train booksellers on how to operate and sell these new devices, so that they could offer the best possible service to customers.

CourseArc Develops Tool that Enables Sharing of Course Content Across Counties and States

CourseArc

This new CourseArc feature reduces the development burden on educators and institutions, allowing them, instead, to focus efforts on creating better online learning opportunities for students and parents. As a result, VLLA members – and other organizations that could benefit from content sharing – are able to quickly, easily, and effectively create content specific to their student and constituent base. “We

CourseArc Develops Tool that Enables Sharing of Course Content Across Counties and States

CourseArc

This new CourseArc feature reduces the development burden on educators and institutions, allowing them, instead, to focus efforts on creating better online learning opportunities for students and parents. As a result, VLLA members – and other organizations that could benefit from content sharing – are able to quickly, easily, and effectively create content specific to their student and constituent base. “We

Spotlight on. AMG Services

Edume

This time we're hearing from AMG Services Ltd (a licenced Dyno Rod franchise). As a franchisee we pay a management service fee to the franchisor or ‘royalty’ for use of the brand and other support services. We deliver great service every day and our safety record is first class.

How to Grow Your Email List with an Email Challenge and SEO Course Case Study with Brendan Hufford

LifterLMS

Learn how to grow your email list with an email challenge and SEO course case study with Brendan Hufford from 100 Days of SEO in this episode of the LMScast podcast hosted by Chris Badgett of LifterLMS. After finding that he loved answering people’s SEO questions in Slack, Brendan ended up creating an online course where he put together everything he could to help people get off the ground with their SEO and start ranking well on search engines.

Yo Quiero Learning! Taco Bell Spices Up Training

CLO Magazine

The Mexican-inspired fast-food giant Taco Bell is known for creating unique limited-time offers multiple times a year. We wanted to make it easier for employees to get training materials and easier to understand why we launch the products that we do and how it relates to our customer insights,” she said. “It’s Being able to clear out the old content and get rid of it so that it’s not cluttering up the space and creating a distraction for the learners is really important.

JA Canada Partners With eThink Education to Support a New Business Model by Bringing In-Person Courses into a Digital Format

eThink Education

Download Case Study. Their previous platform was built to replace an original file drop box they had created several years ago, but it still left much to be desired in terms of true LMS capabilities. . “It Compatibility with H5P software to easily create content .

3-Real-world elearning challenge: Improve call center customer satisfaction

SmartBuilder

Wait staff will increase wine spending per customer by 20% in 2016 vs 2015. Wait staff should be able to: Ask presumptive questions to encourage customers to order wine (e.g., Notify the customer of any out-of-stock items, within one hour of receiving the order in the system. For example, the restaurant in the example above could determine which server sells the most wine, and discreetly listen in on their conversations with customers.

2-Real-world elearning challenge: Improve call center customer satisfaction

SmartBuilder

Large financial services company with call centers across the United States. After taking this course, all CSRs will know the process of escalating a customer call to their manager. Why should CSRs know the process of escalating a customer call to their manager? So that we know our customers are happy. Why should our customers be happy? In the Crafting a goal part of the first Design Series Challenge, we reviewed how to create SMART goals.

7 Steps to an Effective Serious Game or Gamification Implementation

Knowledge Guru

One of the reasons serious games are hard to create successfully in-house is the lack of game design skill most organizations have on their teams. A platform can make life much easier for your team… but creating the game itself is less than half the battle. ” They planned for success, either partnered with us to build a solution or created their own game with Knowledge Guru, and drove meaningful business results from their efforts. Are you a do-it-yourselfer?

TechTrep Supports STEM Education Using Multitenant Moodle Workplace by eThink

eThink Education

Download Case Study. to launch a virtual STEM and CTE academy to create an environment in which all kids have STEM experiences, particularly in the early grades of their schooling. This limited TechTrep from being able to provide customers with an ideal user experience and slowed all their processes because the TechTrep te am needed to take care of the admin work for all of their clients , from pulling reports to s y nc ing s tudent records. .

Dodge’s Southern Style Provides Dynamic Employee Training with a Streamlined Totara Learn Platform Designed by eThink Education

eThink Education

Download Case Study. They reached out to eThink Education, an open-source LMS solutions provider and Platinum Totara Partner, and quickly realized that open-source technology would allow them to leverage the best technology while also demanding the best service. Custom APIs .

Ride hailing app Gett use EduMe to onboard new drivers

Edume

We are very pleased to announce Gett , a corporate transportation company that connects business customers to ground travel services, is using EduMe to train, engage and motivate its international network of drivers. About Gett Gett is a transportation company that provides on-demand and pre-booked services to businesses and individuals. Blog Case Studies

5 Ways Clients like Uber use EduMe to Improve Quality of Learning

Edume

It’s also not scalable - it becomes unfeasible when your workforce is dispersed - as is increasingly the case with remote work on the rise - or large. Once content is created, it remains there as reference material. Case Studies Blog Workforce Success

Spotlight on… Machmade Ltd

Edume

We provide a full plumbing service from domestic homes to large-scale projects including British Gas and other major commercial clients. Having this team of local plumbers allows us to provide rapid response , emergency plumbing services 24 hours a day, 365 days a year.

American Tire Distributors shares its microlearning success story

CLO Magazine

The automotive and tire service industry is getting more competitive, and they wanted to be sure their sales team and franchises had the tools and knowledge to deliver value to customers, said ATD Chief Operating Officer Owen Schiano: “Training has to be an important part of that business strategy.”.

Customer Experiences that Bridge the gap Between Sales and Growth

InfoPro Learning

Providing quality customer experiences is a huge competitive advantage in today’s market. In fact, the quality of service you provide has a direct impact on your organization’s growth and revenue. You might be surprised to learn that 86% of customers would pay up to 25% more to get a better customer service experience (1). Retaining customers is also less expensive than acquiring new ones. Repeat customers tend to spend more than new customers.

Custom 191

Air France soars with language learning

CLO Magazine

That led them to Voxy, a web-based language training company that offers customized English language training to users in many countries. As Air France has more than 50 percent international customers, it is important for all our staff to maintain or improve their English level.”.

How does Uber retain its drivers?

Edume

There are many peer-to-peer ridesharing companies providing a similar - if not the same - service, and the casual nature of the contractor-contractee relationship is a double edged sword. Introducing Uber Pro “Uber Pro is all about recognizing and rewarding drivers’ commitment and quality service. The combination of these factors means drivers are intrinsically motivated to keep providing a 5-star service. Case Studies Blog

Building on Future Success

Engage in Learning

Introducing the customer. This customer creates new, sustainable communities, with a strategic focus on the south of the country. Blending tradition with innovation, they create quality dwellings and developments with contemporary living standards.

Clear Vision for Veterans Charity

Engage in Learning

Introducing the customer. This UK based charity helps ex-Service men and women of every generation rebuild their lives after sight loss. What the customer was looking for. This has created a more user-friendly learner experience. Case Studies Charity

How ChargePoint Reduced Partner Support Calls by 89% With LearnUpon’s LMS

LearnUpon

Each installer required training on how to effectively install their Smart Charging Stations for the end customer – a key factor to the business’s success. Right now, they could train their installers in one portal, and when they were ready, they could create additional, individual portals.