Project description
The Company Department has just launched a new tool feature in the existing platform. At the moment, the business doesn’t have a simulation tool, but needs to make sure all associates get familiar with the tool and are ready to use it. During the transition, the regular take action button will be still visible; however, the business aims to reach 100% adoption within the next three weeks after the launch.
Target audience
All tenured associates across 5+ locations.
Business objectives
Upon implementation of the new AI powered tool, the organization aims to:
- Achieve 100% tool adoption across global locations.
- Quality improvement in decision making.
- Policy adherence.
- SLA improvement by 20%.
solution
- A 100% self-paced e-learning course was developed to prepare managers for the implementation of the new Incident Management process.
- The course is designed to support learners with a mindset shift and adapt to the process flow.
- Learners to complete the training within 3 weeks post-launch to build confidence and meet the new tool adoption requirements.
- The new hire curriculum will be proactively updated to include the new feature and incorporate the tool simulation build in the e-learning.