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Training Services - Case Study
Customized device training and deployment services resulted in a 24%
drop in support calls!
Business Challenge
Vox Mobile was engaged by one of the world's largest manufacturers
of plumbing supplies, including kitchen and bathroom faucets, kitchen
sinks, and plumbing specialties. This organization has hundreds of
field
sales personnel throughout the U.S. and Canada. Based on a successful
pilot of BlackBerry as the new technology solution, Vox Mobile was
engaged to shorten the turn around time for user adoption of
newly deployed devices. With an overburdened IT department that lacked
expertise in BlackBerry, the company needed customized training that
empowered the field sales team to utilize the BlackBerry device as
a replacement to the cell phone as their primary communication tool.
Complicating matters was the fact that the field sales team is distributed
nationally but could not afford to experience any downtime during
the
transition to the new technology.
Vox Mobile Solution
The Vox Mobile team prepared a needs assessment to determine and prioritize
the key topics to cover during the training sessions. Based on the
needs assessment, a training plan was created providing the
appropriate amount of focus to each function of the BlackBerry device,
including the Company’s custom configuration settings, policies,
and “hot keys”. Furthermore, the training plan detailed
the best options for
delivery, tracking effectiveness of the program, and handling end
user questions following the sales meetings.
Vox Mobile Results
Capitalizing on the upcoming regional sales meetings, Vox Mobile deployed
trainers on site for hands-on training with the sales force. Training
was conducted immediately following delivery of the new device
into the end users hands, eliminating any possible downtime during
the deployment. Utilizing presentation software, simulators and customized
training quick guides Vox Mobile trained an average of 30 individuals
per meeting over the course of 6 meetings, all within a 30-day period.
Training covered corporate standards and BlackBerry functionality
including messaging, phone, address book, calendar, browser and
personalization.
Attendance for the training was 98%. Satisfaction surveys indicated
98% of those in attendance were satisfied with the training. In the
period immediately after the training, the client experienced a 24%
drop in
support calls. Moreover, the client documented a productivity gain
of 30 minutes per salesperson per day within 60 days.
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Mobile Technology Management
Our programs include project-based
device deployment and mobile
enterprise managed services. Vox
Mobile offers procurement,
configuration, and deployment for
mobile devices and the server
platform technologies that support
them. Our Support Center provides
end-user technical support, end-user
life-cycle management (moves, adds,
and changes), and logistical services.
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Wireless Expense Management
Most organizations overpay for
cellular and wireless data services by
10-30% due to a lack of management
bandwidth or domain expertise to
properly monitor wireless expenses.
The mission of our WEM program is
to provide your organization with an
increase in the level of service, a
reduction in the total cost of
ownership, and an increase in
business visibility into the dynamic
cellular environment.
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Professional Services
Vox Mobile has certified professionals
and technicians to design, implement,
and support mobile server platforms
including technology decision
support, mobile server installation,
server migration, and customized
training events and materials. Our
Solutions team is trained and certified
at the device and server level on
multiple platforms including RIM
Blackberry Enterprise Server,
Microsoft Windows Mobile, Good
Mobile Messaging, and Nokia
Intellisync Mobile Suite.
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