Case Study | Communications Technology Company
Our client is a communications technology company delivering guaranteed high-quality voice, data and IT solutions tailored to the needs of small to mid-sized businesses. The company’s growth is attributable to being consistently early to market with innovative technologies including: Voice over Internet Protocol (VoIP), dedicated DSL, and Business Ethernet. The company was acquired by a large consumer electronics retailer that wanted to invest $20 million dollars to help infuse growth into this newly purchased subsidiary by offering high quality end-user training as part of their overall solution package. The communications company needed to align with an organization that could provide onsite training and support for a national customer base. The organization chosen would be required to identify, qualify, and present trainers for their tier markets, as well as manage and assess trainers’ performance and report on results. The company also needed to handle logistics for a multitude of outside training facilities.
How to train end-users in major markets—cost effectively
The communications company elected to focus its initial training efforts in select major geographic markets. The company struggled with the challenge of how to offer high quality professional training to its end-users in these cities without the substantial investment of time and money required to ramp up and deploy a large number of staff trainers.
Identify, train, and deploy contract trainers with the required skill-sets, local to the targeted markets
To support the company’s plan to offer professional, on-site, end-user training in the identified major geographical markets, TTA identified three teams of professional VoIP trainers local to the targeted areas. These trainers were assembled for a two (2) day trainer certification process (train-the-trainer event) to quickly master the material and then deployed to train in the desired markets.
The project continues to evolve with new cities being added regularly. The company’s customers who have attended the training have benefited from a decreased time to competency, resulting in increased ROI on their product investment, and decreased Total Cost of Ownership (TCO). The company and the parent company have reaped the benefits of satisfied customers who represent repeat business and additional sources of revenue as companies seek to upgrade to their products.