Business Need

Knowledge Synonyms Client is specialized provider of Product Lifecycle Management software for the Direct to Home (DTH) service providers. Their software help DTH companies with necessary tools to introduce new products and offers to the market in hours.

Continuous evolution of product and customer specific customizations have made it exceedingly difficult for our client to effectively train their Product rollout teams and Implementation partners.

KS Solution

A detailed software analysis with one-to-one interactions with Product Owners and Subject Matter Expert uncovered that PLM software can be divided into 2 parts i.e., core modules and customizable modules. Post Product analysis Knowledge Synonyms team put together a curriculum strategy to address the needs of various roles in the value chain. As part of overall curriculum, we have

• Created a workflow database for core, customizable and WIP modules.
• Updated existing Product Technical documents and User manuals by breaking them into smaller targeted workflow documents to align it with core and customizable modules.
• Instructor Led and Virtual Instructor Led Trainings have been developed mapped with core and customizable modules. Role based training sessions rollout was conducted to ensure focused groups with job specific knowledge dissemination.
• A Library of Implementation Scenario driven software workflow simulations have been developed to quickly familiarize a user on how to accomplish certain task and workflow.
• A cloud based virtual lab accessible 24×7 globally, has been setup for hands-on practice of workflows to build proficiency through use of software and supporting lab documentation.
• A Q&A App to instantly connect with SMEs, Post Implementation Issues and seek JIT answers.

Benefits

Within the first year of training solution rollout, client experienced a 3.5% reduction in customer complaints regarding faulty implementation of catalogue and order management modules. It also positively reflects on their customers as they are experiencing higher sales, lesser cancellations, and elongated customer relationships.