Case Summary
Smart sourcing in action: Scaling with a global workforce
“Expertus outsourcing services enabled us not only to implement operational and process change, but also to deliver consistently higher levels of customer service.”
− Training IT Manager, top technology company
Challenge
Each year at one of the world’s top technology companies, nearly 20% of employees participate in IT training. But with decentralized training administration, the IT learning organization faced serious inefficiencies.
Top Priorities:
Minimize excessive class and learner cancellations
Improve responsiveness and quality of service
Reduce inflated administration costs and training times
Key Issues:
Six training coordinators operated in six different locations − each independently planning, scheduling and supporting IT learning programs in a silo. Confusion and complications were escalating, as corporate growth fueled IT training demand.
Solution
The situation required a four-pronged approach…
Shift all training administration to a centralized, offsite group of 20 Expertus learning specialists, who streamlined functions for greater efficiency
Create tools to track and analyze scheduling and booking activity
Analyze enrollment patterns, and combine all worldwide classes into a single, master catalog
Provide live support for the customer’s many virtual classes, to ensure successful delivery
Impact
Optimally responding to a growing global workforce
Decreased administration costs by 75% − from $1 million to $250,000 a year
Cut cancellations in half − from 30% to less than 15%
Doubled enrollment rates, while reducing training hours per learner (a key efficiency metric)
Enabled reallocation of in-house administration staff to core training functions
Reduced service requests almost 15%, while improving learner satisfaction
Achieved 100% SLA compliance
