Business Need

One of the European Telecom Major was finding it difficult to keep its geographically distributed sales staff up to date about its latest products and services. The endeavor was both costly and time consuming. The client did not have the right tools to provide the sales personnel the information they needed to perform their job effectively.

KS Solution

Knowledge Synonyms recommended an interactive mobile platform that would present bite-sized pieces of information to the sales team. The content would be accessible anyplace and anytime on hand-held devices and would be delivered in an interactive manner. It was in this context Knowledge Synonyms developed and implemented a Mobile First platform for their distributed sales team.

With the new platform client’s employee can log onto the online training courses or modules via their mobile devices to learn everything they need to know to make a sale or help a customer make an informed decision. Rather than having to wait until they sit in a training room, sales personnel now can access bite sized training resources and tools immediately. The new mobile first platform was ingrained with gamification elements to make learning more engaging and fun for the busy workforce. The solution included interactive reports that provided the management with actionable insights on platform usage and effectiveness of content. The development of the product was spread over 3 sprints, with parallel development of both web and mobile applications.

Benefits

The workforce showed a marked improvement in the learning cycle and were able to deliver a better sales experience to the customers. There was significant reduction in customer care calls related to product features and first-time setup. Iterative addition of Gamification elements on the platform encouraged to workforce to regularly take up their learning exercises and continue engagement. The managers were able to better disseminate information to their workforce and achieve the training objectives in an effective manner based on the analytics. The platform promoted better collaboration among the workforce that improved the overall morale of the employees and the channel partner employees by boosting confidence on knowledge and badges that users earned with the usage of application. Managers were able to monitor the workforce’ training progress in an efficient manner.