Conduent customized the client's performance support tool for eight roles across 14 different markets in 12 languages, enabling sales professionals to select their role and geographical market in order to review relevant processes and their specific tasks. In doing so, we integrated divergent content that was previously housed in multiple sources. The enhanced tool also simplified future updates due to process changes. The results included: efficient, targeted performance support across a complex and dispersed sales force; enabling of asset re-use, whereas before there were multiple versions of some assets with no centralized tool; and simplified updates.
Industry: Technology
- Workflow Learning
- Curation
- Managed Learning Services
- Vendor Sourcing
The challenge
The client was re-engineering their advertising sales processes across sales roles in all geographic markets. As a starting point, the client had a slide deck describing the new sales processes and wanted a partner to help them localize and transform this flat, linear model so the content could provide effective support across multiple roles and markets. Specific challenges included:
- A globally dispersed audience
- Geographic nuances such as legal requirements varying by region and country and a need for cultural sensitivity
- A need for change managemen
The solution
- Conduent created a Sales and Service Excellence web-based performance support tool, which enabled the client's advertising sales professionals to select their role and geographical market in order to review relevant processes and their specific tasks.
- While the tool provided a central repository, the new content in the tool addressed divergent compliance issues in different markets and was provided in 12 languages.
- The tool enabled eight different roles in 14 markets to have simplified access to the content they needed.
- The tool also enabled business rule modification by market.
The results
- Enabled effective and efficient performance support across a complex, dispersed sales professional population
- Provided targeted performance support for specific roles and markets
- Enabled asset re-use where the performance support tool became part of the New Employee Orientation program.
- Simplified ongoing process updates
