| The Company |
As a result of Assistware being implemented the following benefits were achieved:
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| A large global communications company at
the forefront of integrating long distance, local and wireless communications
services and one of the largest carriers of Internet traffic serving more than
20 million businesses and residential customers, with more than 80,000 employees
in the US. |
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| The Need | |||
| To develop a performance support strategy that would align business goals with the corporation's strategic objectives: | |||
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Decrease classroom training time | ||
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Reduce new hire "time to competency" | ||
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Reduce training costs | ||
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Improve customer services/satisfaction | ||
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Decrease reliance on paper manuals and unfocused web support | ||
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Capture, retain, and distribute organizational knowledge | ||
| The Result | |||
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An enterprise Assistware license was implemented to provide end-users with
unlimited access to corporate knowledge, process and procedures, that would be
delivered to the desktop at the moment of need. Members of the corporate
university work with subject matter experts within various business units to
build and maintain the knowledge repository.
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As a result of Assistware being implemented the following benefits were achieved: |
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New hire training time decreased by 40% | ||
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Training cost decrease by 25% | ||
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Average call time decrease of 20% | ||
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Average time to search for required data decreased 28% | ||
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Average revenue per employee went up 50% | ||