EXPERTUS CASE SUMMARY

SmartSourcing in Action: Scaling with a Global Workforce

“Expertus outsourcing services enabled us not only to implement operational and process change, but also to deliver consistently higher levels of customer service.”                               _{^{- Training IT Manager}}

CHALLENGE

Each year at one leading technology company, nearly 20% of employees participate in IT training. But with decentralized training administration, the IT learning organization faced serious inefficiencies.

KEY ISSUE:

6 training coordinators operated in 6 different locations - each independently planning, scheduling and supporting IT learning programs in a “silo.” Confusion and complications were escalating, as corporate growth fueled IT training demand.

TOP PRIORITIES:

• Minimize excessive class and learner cancellations
• Improve responsiveness and quality of service
• Reduce inflated administration costs and training time

SOLUTION

This situation required a 4-pronged approach:

• Shift all training administration to a centralized, offsite group of 20 Expertus learning specialists, who streamlined functions for greater efficiency
• Create tools to track and analyze scheduling and booking activity
• Analyze enrollment patterns, and combine all worldwide classes into a single, master catalog
• Provide live support for the client’s many virtual classes, to ensure successful delivery

IMPACT

Expertus SmartSourcing helped the client respond to its growing global workforce, with dramatic results:

• Decreased administration costs by 75% - from $1 million to $250,000 a year
• Cut cancellations in half - from 30% to less than 15%
• Doubled enrollement rates, while reducing training hours/learner (a key efficiency metric)
• Enabled reallocation of in-house administration staff to core training functions
• Reduced service requests almost 15%, while improving learner satisfaction
• Achieved 100% SLA compliance

> LEARN MORE: Read about our Training Administration services

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