Leads: Crystal Antes
Scenario: The client is a mid-sized firm who develops and sells specialised measurement equipment. They had identified that customer satisfaction was low and service costs were high, and wanted to explore how to improve their training programme. This was a critical business need, as service costs were out-stripping revenue.
Methods: We analysed the business need, culture, and customer experience to better understand the source of customer dissatisfaction and high service costs. We identified three main drivers: too much lag and expense between receipt of product and in-person training, unsatisfactory support documentation, and asynchronous employee expertise.
Results: We engaged core marketing, engineering, and service personnel to plan, manage, and execute the development of a customised e-learning platform and on-site training programme for the client's two primary products, as well as created an on-line document repository/Support Centre. We accounted for systemic impacts of training by updating and coordinating workflows between units. We developed and instituted an employee training programme to ensure expertise level. We co-developed a high-incentive marketing initiative to engage previous customers with the new training programme.
Outcomes: We successfully coordinated the reimagining, development, and launch of the training programme within 20 weeks. This resulted in approx 70% compliance of past customers, and near 100% compliance of new customers. On-site training costs dropped by 66% and service calls dropped by 75%, resulting in cost savings of 68% per month within three months.