IT Services Company and TrainingPros Jointly Win
Silver Learning and Development Award
In a strategic move to enhance customer retention and boost revenue, an IT services company partnered with TrainingPros to develop a learning program that recently earned the prestigious Brandon Hall Group Silver Award for Best Extended Enterprise Learning Program. This award celebrates their innovative approach to addressing key business needs by upskilling global sales and support teams, ultimately driving customer satisfaction and sales performance.
Business Challenges and Needs
The IT services company, which specializes in open-source content management solutions, faced a significant challenge: improving customer retention. Key performance metrics such as Customer Net Promoter Score (NPS), Global Sales and Support confidence, average handle time, and repeat contact rates were critical indicators of success. Upon review, the company discovered that their global sales and support vendor teams lacked the necessary knowledge to meet customer expectations for individualized support, maintenance, and advanced troubleshooting.
To address these gaps, the IT services company collaborated with TrainingPros to create a comprehensive learning program designed to equip vendor partners with the knowledge and skills required to provide exceptional customer service. The ultimate goal was to align the program with the company’s broader strategic objectives, including growing revenue by retaining market share.
Program Overview
The learning program was built with the specific needs of global sales and support vendor teams in mind. Custom learning paths were created for different roles within the vendor teams, featuring a blend of eLearning courses, virtual instructor-led training (VILT), interactive job aids, and LinkedIn Learning certifications. The initiative included:
- Five eLearning courses tailored to vendor teams.
- Four VILT workshops, complete with learner and facilitator guides.
- Engaging job aids and interactive activities.
- A dynamic kick-off video in a talk-show format to spark interest.
- A “Meeting in a Box” kit for supervisors to deliver key messages with confidence.
This comprehensive training suite provided vendor partners with the tools needed to meet higher customer service standards and improve customer retention.
Creative Design and Delivery
The success of the program hinged on its ability to be both engaging and effective in a 100% remote and virtual environment. To achieve this, the IT services company and TrainingPros implemented several strategies:
1. Pre-assessments – Tailored to different roles and skill levels, these assessments helped identify knowledge gaps and provided a baseline for measuring improvement.
2. Blended Learning – Vendor team members participated in a mix of eLearning and VILT, supported by simulations, drag-and-drop activities, and role-plays to ensure knowledge retention and application.
3. Customized Content – Training paths were developed to address both advanced troubleshooting needs and foundational knowledge for front-line support, with the addition of LinkedIn Learning certifications to further upskill the team.
4. Agile Development – The training content was designed in tandem with ongoing system and process changes, allowing the program to adapt quickly to evolving business needs.
Results and Impact
The results of the learning initiative were significant, demonstrating measurable improvements across several key performance indicators:
- Net Promoter Score (NPS): Increased by 13 points, from 69 to 82, directly correlating to improved customer satisfaction and retention.
- Average Handle Time: Decreased by 30 seconds, enhancing customer experience while maintaining high levels of service.
- Repeat Contact Rate: Dropped by 4.2 points, indicating more effective first-contact resolutions.
- -Global Sales and Support Confidence: Vendor partner teams reported a significant boost in confidence, with survey results showing a +0.4 improvement.
Conclusion
The IT services company’s commitment to enhancing customer retention through upskilling their global sales and support vendor teams has paid off. In collaboration with TrainingPros, the learning program has not only delivered on its goals but also earned industry recognition with the Brandon Hall Group Silver Award for Best Extended Enterprise Learning Program. By focusing on customized, role-specific learning paths and leveraging cutting-edge delivery methods, the IT services company is better equipped to meet customer needs and drive long-term success.
This award-winning initiative stands as a testament to the power of targeted learning interventions, creative design, and the strategic alignment of training with business goals.
Why Blended Learning Makes Sense
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