July Webinar mlevel Use Cases July 15, 2015
Welcome to mlevel s Monthly Webinar Series Ask a ques2on by typing it into the Ques%ons Panel OR Raise your Hand using the hand icon, and we ll unmute your phone line
Agenda Introductions Learning Retention + Outcomes Use Cases: Sales Training Call Center Training Onboarding Partner Education Software Training Compliance Training Summary/Q+A
Introductions Bryan Austin Chief Game Changer @ GameOn! Learning Marjorie Newell Director of Training @ D4 John Deligiannis Strategic Account Manager @ mlevel Chris Weaver Lead Account Manager @ mlevel
Bryan Austin Chief Game Changer
Learning Retention More than a year 7 to 12 months 3 to 6 months 2 months 1 month Less than a month 0% 10% 20% 30% 40% 50% Percentage of Training Retained Source: Sales Performance International (SPI)
Learning Outcomes + mlevel Knowledge Build & Anchor Knowledge Cognitively Process Skill Application Block Party Check Point Fast Lane Ice Breaker Quiz Ball ShortFuze Coordinates Academy Path Finder Video
Poll Break
mlevel Use Case Sales/Product Training
Marjorie Newell Director of Training
D4 Background D4 is a managed data and discovery services company D4 established in 1997 Located in Rochester, NY with 13 offices around the U.S. as well as operations overseas Recognized by Inc. Magazine as one of the fastest-growing private companies in the United States
The Need for Training at D4 Quick expansion began happening across the United States and now internationally John Holland, CEO Rapid growth led to inconsistent message Need for training became more and more obvious and so. Philip Mooney, CSO
D4 s Training Development Marjorie Newell, Director of Training First corporate trainer August 2014 Need for a consistent message Did major online training research Worked with Game On! Learning, who advised of mlevel s benefits Presented mlevel to CEO + CSO The rest is history!
How mlevel Met D4 s Training Needs mlevel s online training platform was simple to use Created first mission on day 1! Since Nov 2014: 86 employees trained w/ mlevel 26 unique missions created Increase in sales Consistent D4 message
Results from Using mlevel We now have alignment of 22 Sales Reps, Operations, Marketing, Finance very hard to accomplish given our growth Discovery Engineers and Sales Reps are now speaking the same language to prospects and there is less confusion in what we are selling Less client frustration with the sales process and the services they have purchased because sales is not selling what they think it is they are selling what we actually offer
John Deligiannis Strategic Account Manager
Sales/Product Training Audience New Sales Professionals Goal/Need Increase knowledge of core payroll and reporting products Reinforce adherence to company sales process Increase sales by automating knowledge and increasing salesperson confidence Drive retention of high-turnover group
Sales/Product Training How was mlevel used? Split into 2 missions Products + Reports Sales Process (included high stakes Path Finder activity) Introduced in the 2 nd week of a 2-week onsite bootcamp Daily trophies for the day s top performers
Sales/Product Training Results High engagement and excitement users were playing outside of work/class hours Increase in scores on final assessment Currently studying long-term effects on sales, retention
Sales/Marketing Training Audience Brand Sales + Marketing Goal/Need Targeted to sales/marketing teams for a specific drug Increase knowledge of competitors drugs Empower sales professionals to use the Challenger sales approach
Sales/Marketing Training How was mlevel used? 3 separate missions, each addressing a different drug Content and games covered specific clinical trial data, dosage, patient population and other key details Rolled out over the course of one month
Sales/Marketing Training Results Management reviewed content mastery statistics and addressed knowledge gaps with their teams Individuals were assigned follow-up support resources to prepare for future sales calls
mlevel Use Case Call Center Training
Call Center Challenges Differentiated customer experience Customer Satisfaction + Business growth Knowledgebase volatility Speed to deployment Complex Skill Requirements Ongoing practice/refinement Metrics
mlevel Use Case Onboarding/New Hire Training
Onboarding Challenges You never get a second chance at a first impression Variable start dates Ramp to productivity Community via cohorts Drinking out of a firehose Measure/baseline cohorts against each other over time
Employee Onboarding Audience New Hosts in Stores Goal/Need Stores are undergoing complete overhauls Shorten time for new and recent hires to understand the store concept Identify the purpose, characteristics and goals of each department
Employee Onboarding How was mlevel used? Targeted stored with high seasonal hiring demands Key department info was used (including many photos) to identify departments products, uniform components, purpose, etc. On day 2 in stores, players used dedicated ipads to play after touring the store
Employee Onboarding Results When compared with traditional participants, mlevel players reported: Increased confidence explaining expectation for the desired guest experience Greater ability to meet Lowes Foods expectations for guest experience Expanding program to individual departments
mlevel Use Case Partner Education
Chris Weaver Lead Account Manager
Partner Education Audience Partners and Resellers Goal/Need Increase content consumption of videos, PDFs, and presentations. Increase the take rate of the various assessments and certifications provided to partners. MAKE LEARNING ENGAGING!
Partner Education How was mlevel used? Videos were uploaded and housed in the mlevel platform Follow-up Knowledge Check presented in a game-based activity after every video Last activities were External Links, which brought the end-user to the corresponding assessment or certification exam
Partner Education Results TBD Mission still in progress
mlevel Use Case Software Training
Software Training Multinational Telecom Provider Audience HR Employees Goal/Need Needed to educate employees on how to use the talent management software Was specifically focused on features, benefits, and how to use new features after releases Wanted to increase consumption of release notes given out during meetings
Software Training Multinational Telecom Provider How was mlevel used? Knowledge Navigator (Expose), Game-based activities (Assess), Path Finder (Apply) Locking was enabled to control the natural progression of learning Group-able leaderboards were enabled to promote competition among teams Rewards given to the best preforming team
mlevel Use Case Compliance Training
Annual Compliance Audience Admissions Counselors Goal/Need Complete required annual compliance training in a more engaging and meaningful way Reduce errors made on recruiting calls, which could lead to violations For-profit Higher Education Institution
Annual Compliance How was mlevel used? 15 compliance topics were broken down into seven themed levels For-profit Higher Education Institution Each level consisted of a short content video, a quiz-based game and a Path Finder activity as the assessment Admissions counselors had 3 weeks to complete
Annual Compliance Results Mission still in progress Early results are showing high levels of engagements Early anecdotal feedback is highly positive For-profit Higher Education Institution
Summary Use Cases: Sales Training Product Training Call Center/Support Onboarding New Hire Orientation Partner Education Software Training Compliance/Policy Process Training Testing Out of ILT Assessment
Ques2ons & Answers Ask a ques2on by typing it into the Ques%ons Panel OR Raise your Hand using the hand icon, and we ll unmute your phone line