E-Learning project at Zorgbedrijf Antwerpen
Technology usedSAP Enable Now
About our client
Zorgbedrijf Antwerpen (ZBA) offers a wide range of services to Antwerp seniors, to families with young children and to families who need care support. It is the largest player in the Antwerp healthcare sector with more than 4.350 motivated employees who help 17.000 customers every day. The company counts 44 service centers, more than 3300 service flats, 18 residential care centers, 7 youth care centers and specific home services.
Zorgbedrijf Antwerpen has a very innovative vision, they believe in the success of blended learning and are open to stimulate their employees to go digital. That’s why we were excited to collaborate with them. As this was a non-SAP e-learning project, the project scope was slightly different than on an IT-focused project. We were thrilled about the project as it was out of our comfort zone.
Starting from a change process within the customer service department, a team of 60 customer service employees needed to enhance and expand their skill set. Our goal was to create an online training for customer counselors to familiarise them with the products and services, to test their knowledge and to help them applying their knowledge to different customer questions. Creating a commercial or soft-skill training was not within the scope as these two topics were covered in a different part of the learning journey.
The learning objectives were:
- Stimulate “customer-centric’’ thinking
- Use the acquired knowledge to act accordingly in specific situations
- Learn to work towards a long-term customer relationship
- Cover and test all the aspects of the role as a customer service employe
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