Training colleagues to use online self-service tools.

A SilkRoad Case Study: +

It’s a story as old as… well, as old as the Internet.

You build a self-service portal for agents to use...

And what do they do?

Is it an issue with the portal?

Ever since the internet began, companies have been trying to save time and money by creating online portals for employees and contractors to use.

The problem? Getting people to use them.

They keep calling your salespeople instead.

No.The portal is fine.

It’s a problem with training.

THINK ABOUT IT…

Why do people avoid new things?

Because they don’t know how to

use them.

Dallas, TX-based BenefitMall is a national provider of employee benefit services.

Through a sales/distribution network of more than 25,000 insurance brokers and CPAs, the company helps firms provide employee health insurance, streamline HR processes, and more.

CASE STUDY:

BenefitMall provided a self-service portal for brokers to obtain insurance quotes for their clients.

Despite the system’s self-service features, brokers continually called their BenefitMall sales representatives to run the quotes.

BenefitMall salespeople were spending too much time helping brokers and not enough time finding new customers and expanding existing relationships.

What’s wrong with calling?

Goal: Increase self-service usage of quotation portal.Solution: Better, easy to use, easy to access training.

BenefitMall wanted • Flexible and cloud-based learning management system for distributed access• Comprehensive online help to minimize help desk involvement• Easy to implement

After a thorough vetting process, BenefitMall selected SilkRoad’s Learning Management System.

SilkRoad offered a single, flexible branded training destination for 28K BenefitMall users

• Centrally managed online training

• Improved use and effectiveness

• Better insight into broker engagement

• Reduced travel and help desk costs

95%BenefitMall employees’ use of

training materials has improved to 95% participation

By making training easy and intuitive, SilkRoad has helped BenefitMall increase self-service usage of their quotation portal.

But that’s not all…

Problem solved. And then some.

• Unified training destination • Visibility into education trends

and usage• Improved effectiveness• Consistent onboarding of

new hires• Proof of customer support• Webinar platform

BenefitMall gained other unanticipated benefits…

About SilkRoad

SilkRoad® is a leading global provider of cloud-based, end-to-end talent management solutions that enable customers to find, attract, develop, and retain the best talent. The award-winning SilkRoad® Life Suite® includes Talent Acquisition, Talent Development, and HRMS solutions that are delivered through a Talent Portal to drive greater engagement, collaboration, and user adoption. The suite is easy to deploy, easy to use, and affordable for businesses of every size. Visit www.silkroad.com for more information.

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