Case Summary
Structuring systems for the business of customer training
Challenge
A global business software company faced tremendous complexity when extending training to customers, channel partners and the IT community at large.
Top Priorities:
The company had invested in a leading enterprise LMS and an eCommerce engine for course registration. But implementation expertise was needed to optimize these systems for their business requirements.
Key Issues:
The course curriculum was diverse − spanning product training and certification
Audience needs varied widely across geographic, business and functional boundaries
Training was delivered through multiple channels − instructor-led classroom training, eLearning courses and blended learning
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
Streamlining and strengthening their learning management processes
Soon after web registration launched, over 20% of transactions moved online − making training more accessible to learners and more profitable for the learning organization. The solution now touches thousands of employees, customers and partners, across 20 countries.
Also, because learning progress reports were integrated with corporate finance and management dashboards, the company gained much needed access to real-time, actionable performance analysis.
