About the client
Our client is a global US-based data storage organization manufacturing data storage devices, hybrid and solid-state drives for clients.
Client Challenge
With a mandate to provide the highest levels of customer service, our client was looking to improve service levels through proper training. They wanted to use technology to improve the training process with automated tools to provide performance insights, reports and build customer trust and enhance brand loyalty. They also wanted to improve training effectiveness, find out shortcomings across the training spectrum by designing specific programs, implementing robust monitoring and reporting.
Movate Solution
Movate studied the client’s situation and proposed the following scope of work:
- Develop a comprehensive and experiential training program aimed at enhancing employee learning experience and in turn drive better customer experience.
- Consolidate learnings from different processes and convert them into diverse knowledge objects, such as interactive simulations, courses, etc.
- Transfer procedural knowledge in the most efficient and effective manner to train the agents
Movate helped the client revamp its training regime and process with updated content that helped agents respond to the new curriculum, increasing agent experience that drove better customer experience. The team looked at diverse processes, knowledge bases and documents to come up with compelling repository of knowledge objects that found its way into exams, interactive demos, simulations etc.
Movate leveraged its experimental learning platform – iResolv. iResolv takes input from different sources and provides a sandbox model for running simulations and learnings. The sandbox model can be tuned according to historical data.
We configured iResolv for instructor led training and self-driven simulations through three modes of delivery viz Show, Guide and Test giving employees a firsthand experience of client facing training tool. iResolv is also configured with the client’s enterprise software allowing automated and scaled training to be implemented as and when necessary. This allows employees to be trained across the latest training modules with streamlined reporting.
Business Benefits
- 7% improvement on CSAT
- 17% improvement in NPS
- Reduced training costs by 15%
- Training content translation in 30 languages.
- Captured a wide range of applications to produce documents, simulations, and e-learning content