Vodafone
DESCRIPTION
Vodafone ClickSoftware Upgrade With Rapid Launch™
SERVICE
Deliver, Adopt, Sustain, Optimise
LOCATION
UK
Overview
Vodafone embarked on an upgrade of its existing ClickSoftware solutions to deliver operational cost reductions and efficiency improvements in scheduling of work and the utilization of field engineers.
DNASTREAM was appointed to support the rollout of training to the scheduling team and field engineers, to endure robust adoption of the new ClickSoftware solutions.
What We Did
DNASTREAM established a small team of experienced training consultants to define the methodology for end user training and lead the associated activities, including:
Development of the instructional design and approaches to training according to the needs of the individual end user populations
Creation of the training content templates to meet Vodafone’s corporate standards
Definition of role-based training curriculums aligned to the new ClickSoftware solutions, including any changes to ways of working
Establishment of the end user assessment process for ensuring competency and readiness
Development of the role-based training content with structured reviews and approval by Vodafone’s subject matter experts
Supporting Vodafone’s trainers with delivery of training to the end users The custom-built training content included immersive and interactive e-learning simulations together with process-based assessments for the ClickSchedule and ClickMobjle solution elements, to facilitate fast and effective knowledge transfer. Our team delivered a comprehensive suite of train-the-trainer courses, which specifically focussed on the ClickSchedule and ClickMobile solution design that the schedulers and field engineers would be using, which ensured Vodafone’s internal training team were fully competent to deliver training to the end user populations. Vodafone adopted DNASTREAM’s cloud-based Rapid Launch™ learning portal to support delivery of training across all end user populations together with ongoing self-service access to knowledge assets to support refreshers.
Outcomes
The key benefits delivered were:
Training content delivered in parallel to the solution build through the adoption of an ‘agile-style’ approach that ensured close collaboration with the solution delivery team
Over 35 e-learning tutorials and 25 assessments deployed via the Rapid Launch™ portal to support training of schedulers and field engineers
Fast and effective training of the end users via the DNASTREAM Rapid Launch™ learning portal that facilitated auto-assignment of learners to the appropriate curriculums, easy scheduling of training and access to training courses under an ‘on demand’ model
Train-the-trainer courses realized a 90% successful adoption rate within two weeks
Vodafone had planned for a lead time of six months from initial deployment of the new ClickSoftware solutions to realizing the expected efficiencies – this was reduced to two months by the adoption of DNASTREAM’s approaches and the Rapid Launch™ training content
Field engineers were training remotely via the Rapid Launch™ portal, which reduced costs and the business disruption associated with taking resources away from operational activities
The ongoing provision of access to ‘on demand’ training and knowledge assets helped to drive a significant reduction in support calls following go live, with very few calls being received
WHAT THE CUSTOMER SAID
“DNASTREAM supported Vodafone’s Field Service Management with our ClickSchedule upgrade and new ClickMobile Mini iPad deployment."
"Our existing Dispatch Centre teams learnt very quickly because of the quality of the Rapid Launch portal and user-friendly training materials"
- Shaun Phillips, Field Services Manager