CASE STUDY
Training programme of Click Software upgrade for Vodafone
Vodafone embarked on an upgrade to its ClickSoftware solution to introduce a range of functional enhancements and also address some existing operational issues.
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DNASTREAM was chosen as the experienced partner to help drive process standardisation and end user adoption through a programme of training and associated change management interventions.
What we did
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.
The custom-built training content included immersive and interactive e-learning simulations together with process-based assessments for the ClickSchedule and ClickMobile 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.
Outcomes
DNASTREAM's train-the-trainer courses realised 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 realising the expected efficiencies – this was reduced to two months by the adoption of DNASTREAM’s approaches and the Rapid LaunchTM training content.
Field engineers were training remotely via the Rapid LaunchTM 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...
“Thank you so much for your dedication to get this project delivered on time – it has been much appreciated”
Vanessa Elliott, Programme Manager
“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