Case Studies |
Industry: Professional Services
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A multinational, professional services company implemented CoachWare® on an enterprise-wide basis to promote and support compliance of Sarbanes Oxley regulatory requirements.
CoachWare provided 24/7 support for global employees as they completed mandatory procedures.
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Benefits: The company realized improvement in compliance and data quality, reduction in corporate risk, and employees no longer view compliance as a burden.
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A professional services firm implemented CoachWare to provide its staff with licensing instruction across the 55 jurisdictions in which they operate.
CoachWare takes them through the state specific licensing requirements, provides CE rules and gives them direct access to the local forms and instructions for becoming licensed.
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Benefits: Coachware dramatically reduced the amount of time the professionals spent on administering their licenses across jurisdictions, improving their productivity.
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A professional services firm implemented Coachware to provide employees with the company's privacy rules and actions required (based on the type of client
information in which they are working). Coachware, using a proprietary rules-based architecture, prompts the user to identify the client information and how it is being used prior
to directing the user how to maintain the information.
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Benefits: The Coachware implementation transitioned the company's privacy rules from static information to usable knowledge that interprets and provides the user with the actions
that are required to protect the information, greatly improving the consistency of compliance with the rules.
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Industry: Financial Services
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A Fortune 500 company implemented CoachWare as the cornerstone of an integrated training program to support its ERP HR implementation. The initial rollout focused on 1000 users
in the US and Canada. CoachWare provided business and system procedures, real-time, in a step-by-step format for administrators in HR, payroll and benefits.
CoachWare also played an integral role when the company expanded the rollout to offices in Asia, Europe and Latin America.
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Benefits: Training time is significantly reduced, time to proficiency for new hires decreased, users throughout the organization (world-wide) performed tasks accurately and consistently.
Help desk calls are significantly reduced.
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A benefits processing company implemented CoachWare to standardize and streamline its procedures across functional units. The business is very complex and highly regulated.
CoachWare's ability to provide easy to follow, step-by-step procedures enables users to accurately complete their job tasks regardless of their experience levels.
CoachWare's database structure facilitated the creation of a single repository to support all user groups across the organization.
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Benefits: With CoachWare, the organization is able to shift users among the different functional groups, depending on the workload, resulting in a more flexible, productive workforce.
Procedures are now standardized across the organization and easy to maintain improving compliance and consistency. New hires are able to quickly become productive employees,
improving organizational efficiency and service quality.
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A leasing company implemented CoachWare to support its CSRs as well as its dealer network in using a new, online loan application system. While some of the procedures were
the same for both user groups, some sensitive information was not appropriate for dealers to access.
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Benefits: CoachWare was able to provide the appropriate information to each group within the single repository. All users were able to follow the steps in CoachWare to complete the
loan applications. Managing the procedures in a single repository .saved time and required no duplication of effort, while improving accuracy and data quality.
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Industry: Manufacturing
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A manufacturing company implemented CoachWare to support CSRs (customer service representatives) at its new, centralized call center. Several new systems were implemented
as part of the re-engineering process. Work instructions, SOPs, and detailed scripts to support the CSRs were all documented in CoachWare and made available to the CSRs
while they were on the phone with customers.
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Benefits: With CoachWare by their side, CSRs were able to respond to customer calls, accurately, quickly and knowledgeably. Training time was reduced, help desk calls were reduced,
service quality increased.
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