Digital transformation results in significant operational efficiencies

The Company

Our client has been rated as one of the world’s top 20 training outsourcing provider for over 5 years in a row. They have been working with companies around to globe to improve business performance by crafting phenomenal learning journeys for employees that include classroom learning, eLearning courses, gamification, assessments, and several other training modalities. Founded 20 years ago, this learning company has grown to over 1,000 happy employees, spread across three continents.

The Challenge

  • Challenge

    Significant year-after-year business growth started to exert pressure on our client’s experience delivery system.

  • Challenge

    The leadership was not feeling comfortable with the organization’s readiness to scale in order to meet market demand, while sustaining the service quality currently provided to their clients.

  • Challenge

    Various stakeholders involved in the organization who were not client-facing did not have an appreciation to their role in the customer journey.

The Solutions

Enabled Journey Stages
  • Attract
  • Engage
  • Sell
  • Serve
  • Retain
  • Grow
Compunnel Digital Delivered
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Digital Customer Experience Map

Next-generation schematic illustrating key activities, actors and pain points across different domains of the end-to-end service delivery system, along with a preliminary set of proposed solutions

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Improvement Prioritization Matrix

3x3 matrix with key improvement initiatives prioritized based on a combination of Key Performance Indicators (KPIs) and complexity of implementation (combination of multiple attributes)

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Team Action Plan

Action radar illustrating improvement initiatives, classified based on complexity and impact. The plan showcased the initiatives assigned to each business leader, along with draft timelines, implementation details, and internal/external dependencies

The Result

Compunnel Digital’s combination of high-touch facilitation sessions, remote training, pre-designed input/output templates, and a robust project management approach led to measurable improvements.

  • 50-60% less business interruptions during the current-state assessment period by replacing side-by-side observations and meetings with more effective digital equivalents
  • Digital collaboration reduced travel requirements by 30-40% for key members of the project teams
  • 30-40% reduction in project management costs through optimizations in version control, schedule project reporting, and a series of other activities
  • Enhanced synchronization and real-time alignment among key contributors throughout the project. Direct and instant access to a structured collaborative workspace empowered users to think through solutions and sustain the momentum throughout the project
  • Direct & instant collaboration capabilities enabled remote team members to contribute dynamically, regardless of location

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AUTHOR
Compunnel Digital

Compunnel Digital

is the principal and founder of the Aquinas Sourcing Group. Tom has over 30 years’ experience in the sourcing and procurement profession working for multinational organizations in the telecommunications, pharmaceuticals, utilities and media markets. Tom also has an Economics Degree from the University of Arizona and a Master’s Degree in Information Systems from Stevens Institute of Technology and is a Certified Professional Training Manager (C.P.T.M.) from Training Industry Inc.

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