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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.
The customer services team for a large communications company was having issues with the initial encounter with their customers in their store locations. This was causing negative customer reviews on their exit surveys. After discussing the situation with them, we determined that the initial reactions their customer service agents were having with the customers were impacting the customer’s opinion in a negative way.
The business services team for a Global Fortune 500 pharmaceutical company is being elevated from a support role into a leadership role within the organization. This team has excellent technical skills and knowledge but needed to develop critical leadership skills such as communication, feedback and coaching others, handling conflict, presentation skills and strategic thinking.
Most departments were operating independently in developing their processes and systems. With production of a new aircraft product ready to begin and a rapid increase in onboarding, coordination between departments became critical. Our challenge was to work with all mid-level managers, addressing both topical and cultural concerns, to establish a solid communication system, break down silos, transition to plant-level goals vs. departmental level goals, and increase the overall quality and consistency of leadership.
A large service provider had a new initiative they were rolling out to their business markets which required the development of a structured onboarding program. This program needed to accommodate the learning needs of sales-driven and high-energy individuals who are in the director, manager, and account manager positions.
New hires came into the organization sporadically, so the program needed to support individual learning paths as well as diverse geographic locations and mobile/remote delivery. Since there were several types of sales related roles with different responsibilities, the onboarding program needed to include multiple training paths to accommodate onboarded groups of small numbers while leveraging as much cross-over material as possible.
To be more competitive, our Service Provider clients asked Lumious to assist them in developing and implementing a program to up-skill their Account Executive (AEs) and Sales Engineers (SEs) to be more “Cloud Savvy”.
To become trusted cloud advisors, the AEs and SEs needed to fully understand customer concerns about network design and implementation. They required a learner experience that would address not only how to craft cloud solutions, but also how to communicate more effectively about those solutions.
Our client needed to elevate their sales teams to the next level. They needed their sales people to be true partners and trusted advisors to their customers and not just “order takers”. The sales team needed to learn how to conduct effective research and analysis, transform relationships into partnerships, become storytellers, and learn how to question strategy to uncover the root of the problem for their customers.
Our client experienced rapid growth with individual markets creating their own informal leadership plan. They needed help identifying the skills and capabilities that would enable their managers to lead sales teams, increase sales, and collaborate effectively with the business.
With distributed markets, they also found managers did not have the relationships needed with cross-market teams to effectively work together.
Our customer was informally using job shadowing and peer coaching, but wanted to provide consistency, accountability, and proper timing to reinforce and support learners.
Quick-service, restaurant district managers had inconsistent results due to inexperience and limited shared best practices. They were always ‘fire fighting’ and never addressed the root causes of issues. To complicate matters, the franchisor could not mandate attendance to training–it needed to be impactful enough to make franchisees want to attend.
During a major internal realignment effort, our client asked Lumious to analyze the current state of their Project Manager (PM) onboarding and upskilling practices and then recommend the best approach to reach a new, wider audience.
There was no consistent, formal program in place. Efforts were siloed at various locations, with each silo operating independently. The customer wanted consistent messaging, updated processes, and courses that reflected current career path upskilling options.
Our client noted a lack of consistency and excellence for their regional General Managers across their locations. Training was not mandatory and previously didn’t link closely to success metrics. Our client needed to redefine the reputation of their learning and create impactful change.