HMSI Improves Extended Workforce Learning Engagement by 60% with Tenneo LMS

Key Challenges

The client’s needs were focused on the availability of varied training courses on a single learning platform. The prime learning objectives were to -   

• Regularly upgrade skills for the technicians and sales supervisors to increase customer satisfaction. 
• Automate and track classroom training and conduct skill assessments.   

Delivering learning solutions was the first-ever digital learning initiative taken by HMSI under the PAN India movement. However, the extended workforce and dealerships spread across the country presented various training challenges. These challenges led to the need for technicians to have easy and handy access to online training.   

• Train a wide network of dealership employees spread across demographics. There are about 1100 dealers.  
• Deliver content on learner’s mobile devices to enable learning on the go, anytime, anywhere.   
• The unstructured classroom-based training approach was time-consuming and expensive.  
• The in-house training team of 3-4 people was unable to cater to the training needs of the extended workforce.   
• There was a visible lack of uniformity in the training process for extended workforce across dealership locations in India. 
• The manual mechanism of report pulling and maintaining spreadsheets was in-efficient.  
• The lack of manpower made it difficult to effectively implement offline training model.   
• There was a need for training to be imparted virtually with a customized learning tool.  

Approach & Solutions:

As the dealership workforce was spread across different locations, it was essential to provide a robust mobile-first learning platform which enables on-demand access, anytime, anywhere. 

Due to the lack of training opportunities for employees, on-the-job training was the only solution for new recruits for a long time. This eventually had an adverse impact on their workplace performance. They were simply unable to access training as there was no standard tool in place to serve their instant training needs in remote locations. 

Absence of a centralized platform to track the training analytics of the extended workforce led to the need of automation. The client wanted a robust LMS that can provide detailed reports on training performance & employee productivity. 

Custom Workflows

Tenneo customized certain process workflows to cater to the client’s demand. New user creation and approval workflows were created to ensure user information is updated accurately on time. This further helped in tracking the user data in one place.

Pop-ups to Update Dealership Manpower

Another unique workflow was created for the dealership owners where they could instantly update the real-time manpower information. This helped in improving data sanity and efficiency since the workers who left were deleted from the database. There were about 20 users per dealership.

Learning Content in Different Languages 
Tenneo LMS enabled the admins to upload learning content in different languages to ensure regional learning experience for their diverse workforce. This helps in improving the learning program adoption rates. 

Two-Factor Authentication 
In the upcoming phase, users will have to log in through a two-factor authentication process. After entering their login credentials, they will receivea unique login code on their registered mobile number. This will improve data security and authorization.  

Modern LMS for Extended Workforce: 

Tenneo collaborated with HMSI to build a technology-driven modern LMS that aligned with the specific training needs of the extended workforce. Learners can access the LMS on their mobile devices anytime, anywhere. This enabled self-paced learning. 

Continuous Learning: 

The cycle of continuous learning was suitably strengthened by periodic assessments - both online as well as offline followed by the certification of achievement. There were a total of 500 assessments. 

Interactive Dashboards and Reports: 

The Tenneo LMS enabled data tracking with interactive dashboards and reports like manpower grading and manpower attrition along with other basic reports specific to the dealer service network. Over 1 lakh data records were captured through the reports. They can be further churned as per the requirement of the administrator, i.e., by the criteria of the region, department, job roles, dealers and more. 

More features were incorporated to provide a better learning experience:

Easy Accessibility: 

The courses were accessible on desktops, laptops, smartphones, tablets, and other personalized mobile devices, even in the remotest of regions. The courses were compatible with Windows 7 on IE 10, 11, Chrome version 5, Firefox version 51, and above browsers. 

Audio-based Learning: 
 
Audio was embedded in the form of a narrator’s voice-over by a single professional voice over artist. 

Interactive Courses:

HTML5 and Storyline were used to design the courses for Product & Process training and Soft Skills training to make learning more engaging.

Easy Navigation:

In product-based courses, navigation buttons were added to help learners access each feature with ease. 

Instant Assessment: 
 
Short questions are asked in each course module to effectively check the learners’ understanding and provide instant feedback as required.  
 
Better Customer Experience 
 
Soft skills course named as ‘Customer Delight’ helped learners to understand the ways to enhance customer experience and identify the difference between Customer Satisfaction and Customer Delight. 

Relevant Learning

As the learning courses were assigned based on the learners’ needs and performance, the Tenneo LMS helped in improving the learning consistency, ensuring the training curriculum was relevant for learners.

Uniform Experience Across Devices 

The learning platform served as a ready-to-use repository of workforce competencies within the extensive dealer network. The responsive design of Tenneo LMS imparted uniform learning experience across multiple devices. Learners can easily access the desired courses on the device of their choice.

Impact

Tenneo designed and delivered mobile-supported and efficient learning solutions to the extensive dealerships at HMSI, thereby improving their knowledge and workplace productivity. With the availability of learning on the go, dealership employees were able to upskill themselves faster than before and were more aligned to HMSI goals. 

• Learners across the country could readily access the courses on any device and platform including Android and iOS. 
• Interactive images and avatars helped seek the maximum attention of learners, thereby improving extended workforce learning engagement by 60%.  
• Storyline and HTML5 were used as a development tool to ensure delivery of visually appealing and engaging content. 
• Voice narrations helped the users understand the scenario in a systematic and hassle-free manner.  
• Job-specific courses were delivered through the LMS. As a result, learners were able to make the best use of available knowledge and apply it to their real-work experiences.  
• Annual skill assessment contest is implemented every year across India. The automated journey reduced the overall time of implementation and execution. While earlier it took about 10 days to complete the assessment, post the LMS implementation, it took just 2-3 days. The contest helped the employees walk up the ladder from dealership to zone to country level.

Tenno LMS was not only successful in serving as a robust learning platform, but also in improving the overall satisfaction of the dealer personnel. They were more connected to the organization and had access to the latest information on company’s products and services.