Clever. Training Solutions for Customers Your Success. Learn more, know more, do more. Academy for Professional Training Sales Guide

Transcription

1 Clever Learn more, know more, do more Training Solutions for Customers Your Success For internal use only Academy for Professional Training Sales Guide Communication for the open minded Siemens Enterprise Communications

2 Content: Preamble. 3 Why is Customer Training so important?. 3 Customer Value. 4 Benefits for Sales Reps and SEN. 5 Customer segmentation. 5 Summary: Steps for successful training marketing measures. 5 Questions and hints. 6 7 Academy for Professional Training Organization. 8 Overview Learning Solutions and Portfolio. 9 Standard Portfolio and Learning Methods at a glance Contact. 12 2

3 Preamble This handbook should help you to sell training to your customer (e.g. end users, administrators and maintenance engineers). Training should be an essential component to any solution sell or upgrade of existing solutions but can also be positioned as a service in itself when customers are not in a solution/equipment buying phase. Why is Customer Training so important? User adoption is critical to product, application and solution success. It is important for everyone to know how to use, administer, maintain and handle the system/solution. Well trained users, administrators and maintenance engineers are able to achieve faster returns on solution investments, utilise the technology to its fullest extent in order to achieve those business goals as customer satisfaction, reduce costs, improve processes and save time spent on each transaction. APT can help you through our Customer Training program. Research by the Gartner Group indicates that untrained users can take three to five times longer than trained users to complete the same amount of work. Advances in technology and resulting business changes require an adaptable, skilled and educated workforce. 3

4 Customer Value Trained users mean: n Successful implementation of new or existing solutions to achieve the business goals and n Acceptance by the employees is an important asset n To be able to handle the new features and to be comfortable with the solutions leads to a high degree of satisfaction among employees n To create an awareness of the advantages by using the existing features, e.g. saving of time by using call back, increased availability for customer / team colleagues by using present solutions, saving of time and travel cost, faster agreement by using Conference Call n Fast attainment of the improvements (RoI) 4

5 Benefits for Sales Reps and SEN Properly trained customer employees means: n Satisfied customer and therefore good references n Customer retention and better partnership n Reduced service efforts by avoiding simply error based on mishandling n Additional turnover and margin Selecting the proper learning method means n The customer gets what they need, when they need it and where they need it. Customer segmentation Which customers should to be target? Those companies with: n Call center solutions n Unified Communication Solutions including CTI functionality, ComAssistant, Xpressions n New or installed OpenStage and / or optipoint /opticlient devices Companies with an administrator who is responsible n for minor changes (MACs) n to administer completely the Voic system, the Contact Center solution and / or the Xpressions n to support the end users regarding call handling When is the right time? n During the implementation of new features, n During the enlargement of the existing system n During an update of existing systems / applications, software changes n During the installation of a new application, n During the maintenance contract extension n During the replacement of systems Summary: Steps for successful training marketing measures Active acquisition of end user and administrator training n Selective choice of customers and time under consideration of the specific customer situation n Identification and creation of customer needs n Presentation of the customer specific benefits and advantages n Customer oriented offer based on standard portfolio and / or customized solution 5

6 Questions and hints The following examples of questions and hints should help you in terms of successfully marketing the benefits of end user and administrator learning solutions. If customized training is necessary please address your APT contact partner. Post Sales Process: Questions: Are all phone users familiar with the existing phone features and know how to apply them during daily business? Do you know how many error messages experienced by error handling? Hint: Offer of WBT s, Booking direct via Intra- or Internet portal; dependant of the number of users and cost (> 25) ask APT for flat rate Or customized learning sessions offering on customer side Questions: What about the satisfaction of specific target groups e.g. managers, secretary, attendant personal, call center agents with the solutions? Are they able to handle their workstation in such a way that is profitable and beneficial for them? Do the call center agents act as ambassadors of the company? Is the supervisor or administrator familiar with the possibilities to measure the productivity and to handle or create reports? Do you achieve the goals increased productivity and efficiency? Hint: Training offering for the specific target groups on customer side; e.g. classroom training on side, floor walking or Kiosk (Coaching). Question: In which way will new employees be trained? Contact partner for handling questions available? Hint: If no, basically WBTs for new employees ordered by the customer directly via Internet or support of the contact partner Question: Is your administrator trained in such a way that he/she is able to carry out minor changes (MACS) and / or to administer the applications without problems? Hint: Standard classroom training or customized training onside 6

7 Upgrade of an existing solution, new phones, and/ or new applications: The customer installs new phones. Question: Does the WBT cover the needs of the employees? Hint: Offering WBT s in combination with floor walking, if the WBT s are not free of charge and a higher number is required ask APT for flat rate. Alternative: classroom training on customer side oriented on the customer needs and processes The upgrade of the existing solution (new version, new features) Question: Are there any WBT s available and must be replaced to avoid user uncertainty? Hint: Have a look for new WBTs or standard training in the training offer or ask for bespoke training Question: Is it necessary to train an administrator or service technicians for the new version? Hint: Have a look for standard up date training which can be booked via APT Intra- or Internet, for new personal see the recommended curriculum, If more administrator or service technicians must be trained, ask for customized courses on customer side. Question: Are the existing personnel prepared to handle or to administer the new application? Is the necessary technology knowledge available? Hint: Ask APT for the complete training package, technology WBT s and classroom training Installation of new systems (e.g. HiPath 8000 or HiPath 4000) and solutions Training is to consider as an asset and has to be a part of RoI. End user, administrator and self maintainer training has to be discussed with the decision makers in consideration of target groups, number of users, solutions, time, locations and optimized learning methods. Hint: Ask your local APT for consulting and support to work out together with you the right solution for your customer. 7

8 Academy for Professional Training Organization Finland/ Baltics Russia/CIS Ukraine, Kiev United Kingdom Belgium Netherlands Berlin serving FRA, Germany Paderborn NDL, LUX, Munich MEA Austria Switzerland Italy Spain serving POR, MOR, ITL USA China Mexico Andina Argentina Brazil South Africa India/APAC Australia served from India 8 APT Headquarters APT Training Center Training Center approved APT Partner

9 APT can help you, if you need to train all customers users to properly use and to obtain maximum value from a SEN solution. APT has a vast experience in helping organizations to satisfy all training requirements for end users, administrators and maintenance engineers. APT`s worldwide presence stands for cost-effective high quality training and learning solutions. Modern facilities with the up-to-date equipment are located in 15 countries. Best-in-class training solutions, 200 experienced and certified trainers make sure to deliver top value wherever needed. Overview Learning Solutions and Portfolio Standard Training n Are our courses which cover the actual product portfolio and version. Events are provided on a recurrent basis. Standard Training is open to everybody. The standard courses can be booked at every time. Tailor made Training is based on the Standard Training. But it is n Tailor made regarding content and delivery methods according to customers requirements, the target groups and business processes. n Based on customers job requirements, skill analysis and competence development program. n Arranged on customer premises or at APT premises. E-Learning-Services is an offering n To design, develop and deliver e-learning modules such as WBT, courses via Synchronous Virtual University, e-books and mobile learning. 9

10 Standard Portfolio and Learning Methods at a glance Key User Training n Train-the trainer program qualifies customer trainers to effectively train their end users on the relevant devices / applications. Blended Learning n Combines different learning methods to provide the most efficient and effective training and to minimize training time and cost Qualification Consulting n APT provides services around training needs analysis, content and training methods selection and curriculum design. The Training Portfolio of APT is based on different learning methods: Instructor lead training including hands-on-exercises Web-based-training (WBT), using state-of-the art media Synchronous and asynchronous online-learning (SVU / SVU on demand) All learning methods and services are modular and can be combined and tailored to implement the perfect solution for each single customer. 10

11 Target groups Products / Solutions End User Administrator Maintenance Personnel Devices and Clients Voice PABX, IP UC System Unified Communications Video,Messaging Contact Center Networks Management Security 11

12 For more information about the Academy for Professional Training, please visit Intranet: Internet: Communication for the open minded Siemens Enterprise Communications Siemens Enterprise Communications GmbH & Co. KG Copyright Siemens Enterprise Communications GmbH & Co. KG Hofmannstr. 51, D Munich Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG.