Business Transformation

Revolutionizing Digital Service Capabilities for Sustainable Growth

iNStep teamed up with a tech giant to transform their digital service game. We dove deep into their needs, then built a dynamic eLearning program that got everyone speaking the same digital language. From teaching managers the art of cross-functional collaboration to helping technicians master complex processes, our tailored courses set a new standard for operational training. The result? A workforce steeped in the company's growth culture and primed to power the company's digital-driven future.

Roles:

Strategic Consulting, Training Needs Analysis, Instructional Design, Scenario-Based Learning Development, Process Training/Modeling, Stakeholder/SME Collaboration, Project Management, Online Training Deployment, Change Management Facilitation
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Challenges

After successfully rolling out an Operations training course for a global leader in smart infrastructure and industrial technology solutions, iNStep consulted with the client to identify their evolving workforce development needs. Through a detailed needs analysis, a crucial requirement emerged - elevating employees' digital service delivery proficiency to support the company's strategic growth objectives.

While the initial Operations course effectively introduced core digital service concepts at a high-level to all members of the Service organization, stakeholders recognized the necessity of also having deeper, role-specific training. This was critical for key customer-facing roles to fully grasp and communicate digital services' value proposition.

However, rapidly providing specialized training proved challenging amidst constant technological changes and the company's vast operational scale. A flexible yet standardized solution was needed to equip employees with consistent, up-to-date knowledge tailored to their roles. Enhancing interpersonal skills for customer interactions was also paramount.

Additionally, coordinating inputs from over 20 SMEs and stakeholders across locations presented project management complexities in developing comprehensive, multi-faceted training aligned with strategic goals.

Solutions

Based on their consultative findings, iNStep recommended and developed a two-part digital service curriculum deployed via the company's LMS for rapid, standardized distribution.

The first course provides a foundational-level overview. It targets sales, operations, and customer service managers. Building on introductory concepts, it focuses on applying digital services within their roles through practical scenarios. Course components cover cross-functional collaboration and using analytics to optimize service delivery.

The second course provides a deeper look into the execution of digital services throughout the organization. It targets technicians, engineers, and customer-facing roles and educates them on the organization's complex digital service delivery process, which demands coordination across roles and locations. Learners master this process through a clearly delineated training model, reinforced with interactive scenarios for knowledge retention and soft skills practice in conveying value propositions and customer engagement strategies.

To help the client manage SME and stakeholder inputs effectively, iNStep provided deliverable punch lists, detailed design documents, and content to be put on information radiators in an effort to maintain transparency and alignment throughout the rigorous development process.

Outcomes

The eLearning curriculum will serve as a powerful supplement to in-person training efforts. By rapidly deploying foundational digital service knowledge organization-wide via self-paced modules, a consistent knowledge baseline is ensured. This will maximize effectiveness when learners attend subsequent live sessions, where instructors can delve deeper into advanced concepts and nuanced applications.

The client has already lauded the Digital Service Execution course as setting new standards for operational training clarity and comprehensiveness. This accolade underscores iNStep's proven ability to translate strategic objectives into highly impactful, tailored learning solutions that resonate with stakeholders.

As this initiative launches, the digital service curriculum is poised to make substantial contributions toward the company's ambitious profitability and growth targets centered around digital service offerings.

Key Takeaway

This digital service curriculum exemplifies how iNStep fosters organizational success through targeted, collaborative educational strategies. By proactively addressing stakeholder needs across roles, skillfully navigating complex concepts, and incorporating SME insights, iNStep continues transforming operational training - driving measurable business outcomes even before full deployment.