Evermore rising need for efficiency puts a heavy burden on companies to do more with less.
To have a label of credibility, a company has to have experts capable of creating services that benefit their customers, and help them answer their needs.
Recently, an IT company that offers services of complicated software implementation approached us with a problem: upon software implementation their engineers become intensively inefficient, and their productivity falls to alarming rates. Why?
The service, together with software implementation, includes education of how the software operates. That knowledge is distributed in heavy reading manuals that their clients avoid to read.
And that is understandable, who in the world of fast paced businesses has time to read 80-page manuals? It is easier to call the guy, or girl, that worked on implementation, and just ask him/her quickly how to do this or that. It’ll just take a minute.
The seriousness of that problem becomes visible when the whole client company starts to call their engineer to ‘ask him a short question’, and before you know it, the engineer is not dedicated on working on new projects, but acts as customer service agent on old ones.
To solve that problem, we have introduced Interactive Microlearning: a digitalization of a 80-page manual in form of short (2 minute) content bursts: animations and simulations of ‘how-to’s’ for their clients, available on demand and in real time.
By doing that, an IT company gained an opportunity to truly engage their customers in meaningful development opportunities for everyday support and guidance, as opposed to ‘every now and again’ opportunities with traditional (and now obsolete) approach of answering to repeated questions over the phone or email, by expensive expert workforce.
Since Interactive Microlearning is scalable, the marginal cost of repeated education (or repeated questions in this case) is zero.
Our client now offers customized digital solution that scales what really works, and has their expensive expert resources freed up to do what they are really paid for: software implementation.
Another win for Interactive Microlearning: Productivity rates do not oscillate heavily anymore, and customers are served, even better than before.