Elearning - April/May 2008 - (Page 40)

casestudywebconferencing After analyzing the leading Web conferencing vendors, QWBS chose to launch its first virtual training program using LearnLinc software. At a meeting of the division’s customer-service group, iLinc was presented live to the first group of users. At that time, just after the advent of Webbased technology, users had to install programs from CD onto their laptops, many of which were barely Internetcapable (i.e. equipped with low-speed, dial-up modems). Some of the users traveled three to four days a week and even with powerful laptops, often couldn’t get broadband Internet access from hotel rooms. INITIAL RESISTANCE Because of these challenges and the frustrations with technical limitations, many of the QWBS staff resisted Web conferencing at first. As more powerful equipment was dispersed and the learning curve was climbed, QWBS’s Challenge Evolve an implementation that began in 1999 into an enterprise-focused suite that continues to reduce travel expenses while increasing communication and training effectiveness internally and with customers. time and technology progressed, our users began to see the benefits of training online,” says Traci Schaible, QWBS’s senior manager of product training. “Especially with asynchronous courses, they appreciated the freedom to set their own training schedules.” Since the original LearnLinc launch, QWBS has tripled its number of iLinc users and expanded usage to other groups within the division. Customer service groups Solution Make the complete iLinc suite available to various departments and user types, in order to extend usage, practically eliminate travel costs for select departments, and improve overall communications. “Our sales teams are now able to present uploaded content in sessions, as well as to use interactive tools such as highlighting and pointers to help keep people engaged,” says Schaible. “It’s is a much more effective sales tool than our former one.” MORE GOOD NEWS In addition to QWBS, two other divisions at QualComm have begun using iLinc based on internal recommendations. QualComm also broadened its utilization of Web conferencing to include educational customer Webinars. These sessions have been very well received because they conveyed compelling content in an easy-to-use online setting. “We received great feedback from our customers about our Webinars,” says Schaible. “We didn’t encounter any problems with disconnection, complex client download processes, or firewall issues.” The company is enjoying cumulative cost savings and efficiency benefits, but cites customer service as the primary reason for remaining loyal to iLinc over the years. “The biggest thing is customer support,” says Schaible. “iLinc was our first e-learning tool and since then we’ve implemented others (such as learning management systems), but have never experienced the level of customer support that we get from iLinc.” —Learn more by visiting the Website www.iLinc.com. the exception of very large roll-outs, which we still do in person. The ability to provide training in multiple ways (live and recorded) enables the customer service team to meet a wide variety of needs ‘[We] have never experienced the level of customer support that we get with iLinc.’ —Traci Schaible, QWBS LearnLinc users began to embrace online training. Adoption grew again when QWBS offered its first recorded sessions. Users who had juggled schedules to attend live, online classes learned that they could now meet training requirements on their own time. “It took some time to get everyone high-quality laptops and stable connectivity, but as 40 April / May 2008 Elearning! are training customers on service upgrades. Among the most popular features with this group are application sharing and the ability to set up individual meeting rooms from which to launch on-the-fly training sessions. “The benefits in our customer service department are the most dramatic,” says Schaible. “We have significantly reduced travel costs with using a single tool.” QWBS’s sales teams have recently begun using MeetingLinc, a product optimized for use in meeting format, rather than that of a class, to perform product demonstrations. MeetingLinc represents a striking change from the team’s former demo process, which included walking prospects through a demo Website via phone. http://www.iLinc.com

Table of Contents Feed for the Digital Edition of Elearning - April/May 2008

Elearning - April/May 2008 Editor's Note Contents News Targeting Africa Locating Courseware People in the News Upcoming Events Deals Trendlines Web Services Building a Learning Culture Measuring the Learning Experience Making Learning Fun and Social LMS's 2008: What You Need To Know Learning Leader: CA Case Study: AVI Case Study: IBM Case Study: QualComm WBS Case Study: National Center for State Courts Case Study: Grundfos Pumps Case Study: Virginia Tech Pop Quiz Last Word

Elearning - April/May 2008

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