Case Studies
Our work has impacted the learning objectives of
leading brands
Queensland Rail
Improving Customer Service Outcomes
An immersive eLearning solution to help employees of a public transport service provider create positive customer experiences through engaging and interactive scenarios.
The Client
A leading railway operator in Australia offering quality long-distance and citywide commuting services to travellers. The organization has a vast network providing one of the most secure and safe travelling experience to its customers. The company has redefined rail travel experience in Australia with its quality services.
The Requirement
The organization has a number of employees working in different functions to help offer the quality services. These employees interact with customers at different levels and their interactions determine the customer service outcome and eventually the quality of service and the company’s image. Therefore, to improve the customer service out come and the quality of service, the client decided to opt for an eLearning program. The client wanted a custom eLearning solution that would not only improve the knowledge of what is expected within the customer service realm but also provide a targeted approach to address the complaints related to customer service.
The Challenge
The organization reviewed the feedback related to customer service and employee behavior that it received regularly and based on that provided the content for the eLearning course. After receiving the content, the SKILLDOM design team realized that it was vital to understand the client’s pain points. To do so, it was important to know what the situations were, where employees interacted with the customers and how and why the customer experiences were being created. The challenge was not only to come up with a novel eLearning solution that would meet the client’s needs but also to provide a targeted approach to address the customer complaints.
The Solution
It was realized that the most important aspect that needed to be made the focus of learning was not only the employees but also the customers. The SKILLDOM design team deliberated and came up with an innovative learning solution where in the customers were made the integral part of the course.
- Scenario-based Approach: The story revolved around various customers that interact with the employees. The conversations happen at places where the staffs usually meet the customers—at ticket window, at rail platform and in the call center. The customer interaction scenarios had rich animation. They were developed after extensive feedback exchange with the client. This was done to make the scenarios more realistic.
- Gaming and Graphics: Interactivities were added in the scenarios to keep the learners engaged and to move the story forward. Moreover, a bubble game-based timed activity was developed exclusively for the client. In this activity, learners identified positive customer service behaviors from those presented to them.
- High Level of Customization: A highly customized Menu was also created based on each scenario. In addition, the templates for standard learning interactions and knowledge checks were designed as per the course theme and exclusively for this eLearning program. In the complete project cycle, regular feedback was exchanged with the client in the agile mode. This approach led to timely delivery of the project.
The Impact
After the project was delivered, SKILLDOM received adulation not only from the client team but also from the end-users. The impact was observed in the following ways:
- A significant behavioral change has been recorded as the employees have started following the company’s policies for offering the best service possible to the customers.
- More positive customer feedback has begun to pour in.
- Above all, our client has been awarded the Best-in-business Award for Customer Service in 2015.
Key Features
Custom Learning
Story-based Approach
Non-LMS Deployment
Agile Development
