Case Study

Easy Content Creation Leads to Better Learning

Bluegrass Cellular improved the employee learning experience—and that improved the customer experience.

Bluegrass Cellular’s Challenge:

In a world where content, information, and knowledge are shared all the time, the tools that are built to help facilitate the transfer of knowledge can be cumbersome and require highly technical skills. This impedes the transfer of knowledge. Knowing that learning drives employee performance and keeps us competitive, how can we make knowledge transfer more effective?

The Objective

When knowledge transfer becomes a roadblock for your team, it can quickly erode customer confidence, hamper employee performance, and cause internal contention. Add the wrong learning technology (user experience that isn’t intuitive, inaccessible systems, and disjointed processes) to the mix and it only compounds the frustration. On top of that, redistributing resources (capital, knowledge, and personnel) to help improve skills becomes laborious and extremely distracting. An astounding 74% of employees want to learn more so they can reach their full potential at work, yet only 12% feel like they’re able to apply what they learn to their jobs. Which begs the question: Did actual knowledge transfer happen? Did they learn what they were supposed to?

 

This was a conundrum all too familiar to Heidi Bynum, Manager of Sales Training for Bluegrass Cellular. Information that directly impacted the way Bluegrass Cellular associates were able to help customers was often delayed. Additionally, Heidi and another team member were constantly overtaxed because they were the only knowledgeable resources within the organization skilled at creating Sharable Content Object Reference Model (SCORM) content, which was required for any course published in their legacy training platform. Other departments and teams who were motivated to automate the e-learning options for their team members were restricted by the “tedious and time-consuming” processes required to create and publish content. This led to constant frustrations and inefficiencies across teams. Additionally, as a mobile service provider, Bluegrass Cellular needed a platform that would provide content on different  mobile devices, reduce the outrageous load times, and improve distribution channels to make courses and content more readily accessible for employees, instructors, and managers. It quickly became evident that the existing platform would not accomplish many of the training and development needs for the Bluegrass Cellular team.

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Bluegrass Cellular's Approach

"I'm an LMS nerd, so I had no problem searching for a solution. It was like looking for a needle in a haystack, but we hit the jackpot when we found Bridge," says Bynum of the process Bluegrass Cellular went through to find the Bridge Learn platform. What used to take months and lots of resources (both time and capital), has now become a seamless process that’s easily managed by each department. Bluegrass Cellular looked to Bridge Learn to provide support in the ongoing betterment of their cross-functional learning and development program.

 

  • Easier Enablement and Accessibility to Self-Author Courses & Programs 

Bluegrass Cellular needed a more streamlined way to grant access to stakeholders across the organization who needed to create courses for their teams while making it easy for employees to enroll for courses. With technology and market conditions rapidly changing, the Bluegrass Cellular team needed a solution that would allow them to make changes quickly and share them with the teams out different retail locations. With Bridge Learn, they got the best of both worlds. Managers and instructors could create content for employees from anywhere. They could easily navigate the authoring tool to create courses, programs, and checkpoints to target specific training requirements with very little downtime.

 

  • Flexible User Enrollment, Mobile Accessibility, and Effortless Navigation for Users

As the need to train teams cross-functionally grew, Bluegrass Cellular knew the solution they ultimately implemented would need to provide a seamless experience, regardless of role. Additionally, they needed a solution that would allow for links to be easily embedded in reference documents and emails to help managers and instructors point employees to additional training, for continued skill-building. As a mobile provider, Bluegrass Cellular needed a platform that would support mobile learning on all devices—learning that happens anytime, any place.

 

  • Ability to be Agile in Creating “Just-In-Time” Training to Service Different Channels with Relevant Content

Due to the nature of the rapidly evolving technology, it’s essential that the Bluegrass Cellular training teams are quick to adapt to the conditions the different channels —employees, sales, partners—and that all are well-versed, educated, and are ready to respond. With Bridge Learn, managers and instructors can quickly create course content that speaks to the upcoming changes, reinforces past training modules and equips the teams for any future modifications that impact their business. By leveraging Bridge as their organizational learning and development platform, Bluegrass Cellular has significantly “improved [the] automation of learning through improved accessibility of content and easier administration of the strategy around learning, which helps develop a learning culture.”

How Bluegrass Cellular Measures Success

  • Due to the agility of authoring content in Bridge, the team dedicated to training frontline associates at Bluegrass Cellular has pivoted their conversations from being about access and usability of platforms to strategic discussions around the composition of the content and how that drives and impacts performance.
  • The speed with which the training team has been able to create, share, and publish “just in time” relevant content and programs has significantly helped the way Bluegrass Cellular has been able to serve its customers, ensuring a better customer experience.
  • Subject matter experts across the organization are now much more engaged in building content, programs, and curriculum as tools. This feeds the performance machine that drives employees throughout the organization to be much more knowledgeable and better prepared to help customers in ways they wouldn't have been able to do in the past.

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