Vodafone Global Enterprise – Managed Service

CommsLearning managed service, learning management system case study: Vodafone

Overview
Vodafone Global Enterprise (VGE) works with multi-national corporations, providing communications solutions across the globe. Vodafone are passionate about the ongoing development and support of their employees and have partnered with CommsLearning to develop comprehensive and stimulating learning programmes for several years.

The Need
The challenge for VGE was complex. They have a wide and varied portfolio of products and services, as well as having a sales force spread throughout the four corners of the world. Getting product and service information to them in a relevant and compelling format posed a challenge. This, coupled with giving them access to that information at a time convenient to them all, needed an innovative and creative approach.

Solution
Working together, Vodafone and CommsLearning designed and built the Vodafone Solutions Academy. The academy is a web based learning portal, equipped with a library of E-Learning modules, supporting the needs of sales, pre-sales support, operations and customer service. Working closely with the Vodafone Subject Matter Experts (SME’s) the modules are designed around the ADDIE (Analyse, Design, Develop, Implement and Evaluate) instructional design model to create relevant, stimulating learning experiences that focus on the achievement of the business objective applied to each course.

The design, development and ongoing management of the academy are provided by CommsLearning as a managed service. At its outset the delivery of the service was considered as important as the delivery of the content. The academy is available 24 hours per day; 365 days per year so can be accessed by all the learners at a time convenient to them. All activity is carefully monitored and recorded as progress through the individual learning paths form part of each learner’s personal development programme.

The managed service also includes the creation of comprehensive and tailored management reports designed to meet the needs of both the tiered levels of management and the geographical structure of the organisation. CommsLearning conduct customer surveys, knowledge checks and assessments. We implement a communications plan, on behalf of Vodafone, to promote forthcoming courses, send reminders and acknowledgements. We also provide a customer help desk to answer any questions, provide advice and guidance and generally help the learners through any problems they may encounter.

Benefits
"The Solutions Academy is a resounding success for VGE. It is recognised as the most cost efficient and effective way of delivering training to all their employees. Since its inception, the number of users has increased from 100 to over 800, more courses are being added to the library every month and the capabilities of the service is being enhanced year on year.

In a recent survey 92% of respondents agreed the training provided through the academy was an effective and productive use of their time. A further 94% had no difficulties accessing the training from all over the world and 92% of respondents found the academy informative and accurate.