Facts and Figures
- Industry: Insurance
- Contents: Training conception and performance
- Application: CRM
- Training methods: Classroom courses
- Duration: 0.5 to 1 day – depending on target group
- Innobrain services: Training conception, train-the-trainer
- Languages: German, French
- Target group: Trainings in different locations across Switzerland
- Innobrain staff: 1 training consultant / trainer
- Client staff: Subject matter experts of the concerned organisation units and additional project members
Project Description
The Swiss subsidiary of a multinational insurance corporation is introducing a new software for the standardised processing of customer contacts. The goal is to offer customers a better service across different divisions. On the one hand, this involves the introduction of an additional tool to maintain customer contacts, on the other hand it requires a substantial reorganisation of the cooperation between agencies and central services.
The project decides to train the staff in class courses and hires a training consultant and trainer from Innobrain.
Based on interviews and workshops with the experts, the training material and the manual are created, the development of exercises being the most significant element, as the proportion of hands-on exercises is to clearly exceed 50% of the training.
Specifically adapted training modules of 0.5 to 1 day are created for the departments Service Center, Direct Marketing, the agencies and other smaller divisions.
To train the agencies within a short time and in order to expedite the change management process, a senior staff member of each agency participates in a train-the-trainer event in order to then train the agency staff respectively.