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Our customer needed to create current and consistent onboarding training for a department within their customer success organization. They were struggling with consistency and communication across the overall department due to its size (5k + within a 15k + employee organization), multiple geographical locations and regions, and the different operating processes each location was using. This caused each region to be siloed, despite being part of the same department.
We conducted in-depth analysis on the learning topic and the various processes each region used. We met with all of the stakeholders and representation from each location and documented their needs and concerns, how they solved issues, and how these issues affected them. We determined what was relevant for each of them, regardless of geographical location.
We were able to narrow down the universal learning path for all employees in that department. The client was given a consistent and up-to-date onboarding experience, and it helped bridge the communication gap between internal departments. This created a better working environment for all parties involved.