One of the final initiatives of this customer’s four-year business initiative to enhance the customer experience was its Payment Platform Replacement (PPR) project. The utility moved from three interrelated systems to a single payment platform, Paymentus, to provide improved payment options and streamline the bill pay experience for both customers and employees.
The rollout affected over 1,000 employees from numerous business units, including customer service, performance quality, billing, payment, credit & collections, metering network services, construction and business services, and customer-facing field teams. The utility partnered with Mosaic to build and deliver a targeted training program that provided tiered levels of training based on the level of impact to specific employee groups.
Mosaic built and delivered three tiers of training. The level and type of training received depended on each business unit’s level and type of impact. Different training interventions ranged in content and delivery modality and included:
These training assets remain available on an internal performance support portal that is searchable by topic and task.
Because of the COVID pandemic, all classroom training was delivered remotely with virtual practice simulations built in EnableNow. The shift in design resulted in the first significant training program received entirely remotely by most employees. The approach worked so well and saved so much time and money that it has become this utility’s model for all SAP training development and delivery moving forward.