Our client, a mid-sized utility, was transforming their customer service experience. The goal was to expand customer self-service options, reduce obstacles to complete service requests, provide proactive communication, and quickly anticipate and solve problems when they occur. The impacts of this business transformation on the way all employees who work directly with customers do their work was immense.
Mosaic partnered with the utility to build a training program that prepares their customer-facing employees to support customers in their use of completely transformed web and mobile applications. To accelerate the learning curve and decrease the amount of time spent in formal training, Mosaic implemented a three-phased approach:
After go-live, the utility was able to use the learning portal to provide access to all of the awareness, knowledge, and ability materials from the three phases of training. This portal is used for new hire training and as a performance support tool that customer-facing employees can access quickly and easily.
Mosaic’s initial training assessment estimated that customer-facing employees would need to go through 40 hours of training to develop the skills and knowledge required to meet the goals of the initiative utilizing the new customer interface. By adopting a phased approach that introduces awareness and knowledge components before formal training, Mosaic was able to cut training time down to 10 hours per learner—a 75% cost savings in productive time.