Automotive Industry: Maintaining Customer Service & Satisfaction, Adopting systematic approach

The Automotive industry is witnessing lot of change in how human being’s travel. Innovations in machine & technologies and the use of shared vehicle is creating avenues of experimentation in the concept of vehicle ownership. There are multiple cab services and car hire options available for the customer where they can easily book these services and owning a car is not a requirement.

 

However, one of the biggest challenges to the automobile industry is coming from environment concerns, availability of fossil fuel and alternative sources like solar, electric etc. are also seeing a massive transformation. The hike in fuel prices, possibility of future ban on petrol & diesel vehicles is also creating attraction towards electric vehicles & development of alternatively fueled vehicles.

 

Along with the ongoing sales crunch in the automobile, consumer behavior has also changed. They are active on digital media and belong to a generation of knowledgeable and well-researched consumers. Thus, there is a change in their mind set while purchasing vehicles. Hence, sales approach must be modified to accommodate constant transformation in vehicle production and keeping with customer preferences. The sale executive need to possess advanced product knowledge to adapt to this new customer behavior.

 

 

Impact of good Customer Service in the Automotive Industry

 

There is competitive race going on among the number of vehicle manufacturers and they are striving to provide good quality products at a lower price. However, over a period, the customer expectations are soaring due to one or more features or benefits provided by other manufacturers. Thus, the industry is focusing more and more on improving the relationship with customers by making high investment in training employees on various facets of customer service.

 

For an industry as huge as the automotive, just think about the gap between customer expectations and experience when it comes to service and support. The deciding factors for good and bad customer service can be many –  slow service times, poor product knowledge, phone-based appointments, and a lack of transparency when it comes to expenses. Also, it’s easier to sell a new car to a customer who already had a satisfactory experience with the brand and the dealer.

  

 

How can Customer Service be improved —the relationship and dialog with customers

 

• The need for maximum awareness “inside” the company
• Need to define a common purpose, a common mission, at all levels from higher management to the front line.

 

• Analysis of the Customer Journey
• The purchase path for a new vehicle can be very long and goes through various touchpoints. It is important to analyze this path in an omni-channel way, to be in the right place, at the right time, and with tailored communication. To achieve this, a deep analysis approach is required.

 

• Personal Attention on each customer
• Personalization of customer experience needs to be done by following traditional ways from email marketing campaigns, to restructuring the dynamics of assistance and service. One can even look at creating personalized sites or applications for smartphones and tablets.

 

 

How to manage the complexity of Training & Learning process

 

For any automotive company, apart from creating great learning content – the management of the entire training or learning process of the customer service executive can be very complex. The high level of soft skill required for unmatched customer service and huge number of trainings results in a complex training need. Being geographical distributed with huge number of learners only adds to the level of challenges.

 

To manage this show for learners, training providers, management and extended enterprise partners – a company must not only use corporate LMS systems, but constantly innovate its system. To imparts great experience for their customers and make an impact on business the learning management system facilitating training should be able to provide –

 

• Quick updates on industry changes
• Just-in time learning
• Relevant learning
• Reporting & Analytics
• Blended learning approach

 

 

We at G-Cube, provides learning management systems that enables you to train & develop your workforce to achieve all your business needs. Thus, goal of generating more revenue by increasing customer satisfaction and becoming a standalone brand can be achieved.

Share on facebook Share on linkedin Share on twitter Onboard and Retain the Best Talent in the Pharma Industry with an Enterprise LMS

 

There is a lot of development in pharmaceutical research, manufacturing, storage, distribution, quality control, logistics, and sales. Every day, new drugs are introduced based on this research. Simultaneously, several drugs are discarded or banned based on the same findings. In parallel with this, there is also a lot of research and innovation in related technologies. Subsequently, new processes and policies are being put in place by organizations like the FDA. To cater to such a complex business environment, the Pharma Industry is constantly in need of highly skilled employees, and talented candidates are scarce, making hiring a complicated path for the Pharma business compared to most other industries.

 

To bridge the gap between required and available talent, the Pharma industry relies on corporate learning and development initiatives. The most important of these initiatives being the onboarding of the new hires.

 

Along with hiring, retaining talent is also a challenge. According to a survey done by BioSpace, 67% of biosciences employees were looking at changing their jobs in 2020. However, due to destabilized markets during the pandemic, people refrained from moving, but now the trend has returned with the post-pandemic growth spurt. The regulated nature of the industry makes employee churn an issue, and the BioSpace survey reports:

 

“In fact, at least one study indicates the cost of each employee’s turnover ranges from 70 to 300 percent of the annual salary of that employee. And the replacement costs are about 2.5 times the salary of the individual.”

 

To find the appropriate solution to these two talent-related issues, it is important to understand what motivates employees to join companies and stay with them. The Work Institute Retention Report 2020 states that the top three categories for leaving in 2019 were Career Development (19.6%), Work-Life Balance (12.4%), and Manager Behavior (11.8%). The same reasons featured in the article by job-search website, ‘Indeed’ in 2021. It is notable here that the Work Institute Retention Report 2020 also mentions that over one-third (37.9%) of interviewees exited their organization within 365 days or less. Two out of three employees who leave in the first year do so in the first six months.

 

Two of the reasons cited above, career development and manager behavior, account for 30% of the attrition. Also, the main reason for employees leaving the organization within 365 days or less can be linked to the initial 3 months’ experience of the employee when they are onboarding with the organization. We believe that most of these issues can be solved by effective training and development programs. In this article, we will examine the role of an enterprise LMS or Learning Management System in solving onboarding and retention problems.

 

Amit Tyagi, Customer Success Head at G-Cube shares: “The modern learning management suite is capable of doing a lot more than just manage learning. With the right insights, a corporate LMS can be easily used to train, engage and give a growth vision to your employees.”

 

 

 

Some Elements of the Enterprise LMS that helps onboarding and retention

 

 

Pre-Onboarding Engagement

 

Working remotely is the future, and it serves your purpose perfectly. With a cloud-based learning management system, you don’t need your new hire to come to the office to initiate them into the organization. With multiple formats of content support, the LMS can start engaging your new hire even before their onboarding process begins. LMS, as a repository of content, makes knowledge transfer easy and hassle-free. As such, it helps reduce the anxiety among the new joiners who can then access this information without waiting for a manager or HR.

 

 

Abundant Training and Timely Certification

 

Pharma has a complex knowledge requirement. Product, process, policies, compliance, risks, safety – managing the plethora of knowledge in an easy-to-access search is important to create a suitable learning environment for employees. A major cause of concern among new hires is the requirement of rigorous training and certification related to their job role. Having to manage that manually can result in various clerical errors, which can result in serious implications with auditory authorities. Having the training content available at their fingertips boosts the employees’ confidence, and the LMS automatically tracks the certification requirement and expiry, relieving them of the pressure of monitoring it manually.

 

 

Provide Growth Vision

 

Research suggests people are less likely to leave their jobs if they have a career development vision. Use your LMS to assess the current level of skill and expertise of your employees, gather inputs on their vision of their career, and offer training based on these attributes. This practice demonstrates that employers are taking their career development needs seriously. For new employees, engaging with senior management can be daunting. With the LMS helping them visualize their path and growth with constant support, employees feel comfortable and give their best.

 

 

Improve Employee Feedback

 

In any organization, feedback should be a two-way process and as Pharma comprises a highly skilled workforce, it is especially important that they feel heard. The enterprise LMS can help you gather feedback from individual employees on their experience with their peers and even managers without running from desk to desk.

 

 

Predict Employee Churn

 

Everything is based on how you read your data. An enterprise Learning Management System helps you track a multitude of data. By tracking scores from relevant workplace assessments and correlating them with employee longevity, employers can identify risk factors that require intervention to prevent employee churn.

 

 

Traditionally, a paper-driven process like onboarding has been treated mostly as a formality, but researchers have highlighted the impact it has on the new joiner and how important it is to give them an immersive experience in the first few months. G-Cube Learning Technologies unit has a dedicated customer success team who can help you envision all possible solutions to your business challenges through the right learning and learning-tech interventions.

Seamless Onboarding Solutions: From Surviving to Thriving

You just got done with the onboarding process of a great new employee after doing multiple rounds of screening and interviews. You are hopeful that this new addition will be an asset to the organization, and you might even get a thank you email from your manager.

 

You are happy that this employee has joined the organization. But after a few days you see the employee standing near the coffee machine, alone, and she doesn’t look happy!

 

You approach her, you smiled, she smirked!

 

You already know that all new hires face multiple unknowns and are probably anxious about what lies ahead, who will be on their team, and what kind of culture they will they be working in.

 

Did you know that 93% of employers agree that the quality of the onboarding process influences candidates’ decisions to stay in an organization? An effective introduction is key to avoiding early communication barriers and enabling long-lasting relationships.

 

What do your new hires want?  

 

Generally, new hires want to feel a part of the company as soon as possible. They start out with the intention of supporting your company’s vision, but unless they connect with the rest of the organization, they won’t.

 

In the age of digital onboarding some remote operations can prevent a new employee from developing a proper feel for the company.

 

The things that make a difference are:

1. Culture clarity
2. Clarity of expectations
3. Sense of belonging
4. Policies and other mandates

How To Help New Team Members Fit In

 

Immerse them into the culture and communicate their purpose in your company!

 

When this strategic initiative is crafted for a customized experience capable of addressing new hire hesitations, it becomes an excellent onboarding program. The efficient pre-onboarding, induction, and post-onboarding phases not only encourage new hires to explore the company further but also assist them to actively engage with the corporate vision and culture.

 

Before we dig in, a note—every organization will onboard differently. The key is to make sure that your unique onboarding process complements the company and provides opportunities to develop culture awareness. We recommend cognitive-friendly content for new hires.

 

Culture

 

A robust onboarding process starts even before an employee is hired. An engrossing organizational history that shows the growth phase in which new hires are joining, the organizational structure, and key team member involvement will help new hires settle into their positions.

 

An initiative such as multiple avatar options that introduce your organization virtually promotes diversity.

 

A virtual treasure hunt designed to explore hidden facts on culture, compliance, and policies involves the new hires and they learn sub-consciously.

 

Discussing key competencies and sharing other employee’s success stories encourages them to replicate crucial behaviors. It is always a good idea to highlight the most positive parts of your culture, such as, for example, your open-door policy.

 

Expectations

 

Providing new employees with clear expectations for their roles and responsibilities, key result areas (KRAs), required behaviors, and standard operating procedures will help them greatly.

 

Onboarding should have meaningful, engaging, and customized content linked to the employee’s KRAs. The content should suit all learning styles.

 

Impress your new hires with the best experience that utilizes custom content regarding location, department, profile, and desired workflow. This swiftly introduces them to your brand in a unique way.

 

Utilize microlearning as a best friend at work, which can help them access required information, so your new hires never feel lost. There can be tips on how to use technology, your platform, and any other information required to do their jobs.

 

It is also important to share emergency contact numbers, single point of contact details, and contact information for the key members of their team.

 

Sense of Belonging

 

Since a lot of information about the company is presented to new hires, regular two-way communication will help them feel they belong. Engaging interactions that communicate welcoming happen in great places to work.

 

Providing new hires with opportunities to interact with their teams, express themselves, and ask questions as well as making them feel valued will encourage them to want to contribute to the overall success of your organization. Things like chatbots, fun quizzes, flipped classes, and micro mobile content can be used for this purpose.

 

Introducing a multi-player activity in induction programs enables social learning and acts as a great relationship building platform for anyone joining your organization.

 

Policies and Other Mandates

 

Create an impactful introduction to company policies and guidelines for your new employees. It will not only make them want to adhere but also revisit the policies to stay compliant.

 

If new hires get inducted correctly, it will boost their morale. The principles and science of learning understand the knowledge, skill, and behavior requirements of your employees. Utilizing this science in the best way to deliver a cognition-friendly onboarding experience is the need of the hour. Blend it to connect people with love and empathy.

 

Your new hires want to fit into your organization. Contact G-Cube today to make your new hire process the very best it can be.

Learning Performance Platform: The Synergy of Learning Objectives and Your LMS

 

At the heart of all learning initiatives in the corporate training space, there is supposed to be a business objective which needs to be achieved with the right kind of training intervention. However, most organizations fail to understand the importance of aligning learning initiatives to business goals which leads to a lot of redundant efforts. A Learning Performance Platform (LPP) builds a bridge between learning and business goals for an organization eliminating redundant processes and costs, and it’s all based on Instructional Design Theory.

 

 

Researchers across domains have unanimously voiced the need to have an application-based approach to learning or education. It is a circular process where acquiring knowledge should be directly related to the task it helps us perform.  According to K. Hibbard, “Performance-based learning and assessment achieve a balanced approach by extending traditional fact-and-skill instruction”. Learning in the workplace takes place in the context of use thus the learning outcome is embedded in the performance or work practice. In the paper, Performance-Based Learning and Knowledge Management in Workplace, the authors opine –

 

“To drive effective performance-based learning in the workplace, learning management should consider organizational structure, policies, practices and system, that will link individual performance to organizational success.”

 

Performance-based approach represents a set of strategies for acquisition and application of knowledge, skills, and work habits, which are called ‘Learning Objectives’. According to Dr Robert Mager, the three things that define the learning objectives are Performance, Condition and Criteria.

 

 

How does a Learning Performance Platform bring performance-based learning to the corporate space?

Ensure Learning Management Solution is linked with the KPI model

 

Business Performance Management Systems or BPMS holds the performance information of the employees. These systems may vary according to the department or function. However, the learning performance platform can integrate with these systems to fetch individual performance data or the KPIs of the employees according to their job roles, departments, KRAs. This helps the learning management platform to identify the business goals or learning objectives if we take the language of theorists.

 

Delivering Performance Based Training and Infrastructure

Based on the information received from the BPMS, the LPP performs training need analysis for the learners. The rule-based engine identifies performance gaps and triggers training accordingly. What an Instructional Designer does to create a curriculum design is exactly what the LPP does to figure out the coaching and performance support required to achieve the KPIs set out. KPI models built into the system creates a direct path from knowledge gain, leading to business goals.

 

Conducting Evaluation and Providing Feedback

KPI measurement in a business happens at three different – Organization, Department, and Individual job role. For the smallest unit and action area that is the individual job role, measurement of KPI depends on the KPI Item, Rating criteria and the KPI value or proficiency level. A Learning Performance Platform enables on-job-evaluation (OJE) with flexible checklists and multiple levels of feedback models. This creates a continuous learning environment eliminating defects and shortcoming through regular

training intervention. With an in-built OJE feature, the performance-oriented learning process is completely aligned with business growth.

 

 

Commenting on the need of a Learning Performance Platform, Ankush Jagga, Business Head – Learning Technologies, G-Cube shared ‘When it comes to training initiatives becoming redundant, I feel, we were not looking at the core of the issue which is to – Integrate with Business. That’s the key to successfully define the outcome of learning programs, technology, and strategy.

 

 

At G-Cube, we have developed the Learning & Performance Platform (LPP) which integrates with your core systems – CRMs, ERPs, Quality systems etc. This allows you to set rules to trigger learning and it can integrate and work with any LMS. Now you don’t have to look for business impact data and plan training. It’s all automated and that’s business integration.’

Share on facebook Share on linkedin Share on twitter Banking Sector – Training Opportunities & Strategies. Will LXP or LMS be proved more powerful?

 

The banking sector has only one thing as constant and that’s called “Change”. This industry has been going through major transformations over the last couple of years due to economic reforms, changing demographics and technological advancements.

 

The customer base for this industry is highly tech-savvy, short on time and always looking for competent and personalized services. To meet the requirements, there is need to establish a productive workplace that is free of human errors, security threats and bring premium banking & financial products or services, thus it is imperative for banking sector to implement an LMS platform to build upon essential competencies to achieve desired goals for the end-users. You need to build upon a strong & highly skilled team to remain innovative and quickly adjust to the outside changes.

 

Thus, this gives rise to the training needs in this industry which are to be commenced and completed as soon as possible for better outputs.

 

Training Opportunities, the banks need to address

 

• Regulation changes & Compliance Constraints
• Ensuring Standardization
• Workforce at multiple locations
• Supplementing Existing Courses

 

Employee engagement is must in learning and development (L&D) programs for any organization. Survey data from Find Course, released in 2018, shows that around 42% of companies indicated that employees who are highly engaged in L&D programs are also highly engaged with their organizations overall. A 2017 Gallup study, meanwhile, said that top-performing companies in employee engagement almost double their chances of success, as compared with companies with low employee engagement.

 

In a way neither the LMS nor the LXP is necessarily be called as the best choice for a particular bank, however, lets understand what makes each solution distinct to make accurate comparisons and choosing right training platforms.

 

LMS Approach

 

The traditional LMS help the banks from administration to delivery, reporting and evaluation of training & learning initiatives. In this model, administrators will assign the trainings to their employees, and they will be notified to access the materials and complete the training.

 

LMS will then collate data which may include key details such as assessment scores, training completion status. Proving compliance can be achieved easily, thanks to the easy-to-access and robust reporting features of an LMS. Also, this is particularly important for a heavily regulated sector, where compliance is a crucial aspect of a bank’s survival.

 

 LXP Approach

 

An LXP is new platform that brings different functionalities on a single platform. It helps banks ensure continuous learning through quick and convenient creation & deployment of training modules. LXP promotes more of learning engagement, employees are empowered to choose as what they want to learn. Also, this robust platform comes with functions that encourage collaboration and content sharing.

 

With more of the employee engagement, benefit that brings to banks revolves in three key aspects: Talent management, Productivity and Customer Service. At the end of the day, banking is all about being responsive to their customers. This follows that when employees are invested in the success of the bank, you can expect them to serve the customers at their best.

 

Skill Based

 

Uses a skill-based model, mapped job roles including skills assessment

Flexible to be used for Corporate Trainings

 

Used Based

 

Recommend content, based on user’s content consumption patterns

Great for creating huge libraries for B2C model

 

Machine Learning Driven

 

Indexing of content enables easy search and usability

Recommendations improve as the learner spends more time on the platform

 

As per the “Centre for Learning and Workplace Survey”, a staggering 87% of employees want a shared format for learning, while around 79% prefer web resources. The banks are going through technological revolution, witnessing fast-paced changes in products, services, customer education needs and regulatory frameworks. Thus, banks need to make a decision as whether LMS or LXP will be more handy to meet all business requirements.

 

Benefits to be achieved using these Learning strategies

 

• Lower the turnover of both skilled and early-career employees
• Reduce the high training costs of new employees
• Identify employees with specific skills and compliance gaps
• Decrease the time spent on on-the-job training
• Reduce the pressure to control and lower expenses due to the market volatility
• Meet high costs of compliance in a very regulated environment

 

G-Cube LMS is designed and ready to deliver all the business needs of the banking sector. The fully features LMS caters to all learning requirements of the employees and thus ensuring good customer service for the end-users.