GfK Consumer Choices Case Study
2
Case Study GfK Consumer Choices (DAX: GFK) is a division of the GfK Group, which is the fifth largest market research company in the world. GfK Consumer Choices is the global leader in sales reporting and market intelligence for Technical Consumer Goods markets. The division currently generates over €1.37 billion with more than 11,000 full time employees tracking markets in over 100 countries. In recent years GfK Consumer Choices has broadened its service offering to include markets such as Tourism, Optics and Fashion and continues to expand its product/service offering. The CSA team are spread globally to cover particular markets and deliver tailored reporting intelligence to thousands of global clients. GfK Consumer Choices was seeking to improve customer service levels and brand consistency via standardised training of all CSAs and at the same time reduce the considerable costs associated with classroom based training. GfK Consumer Choices was looking for a comprehensive, yet simple to use and robust system that would fulfil their global training needs, and after a rigorous selection process chose Saba OnDemand combined with Saba Anywhere. The solution was piloted in June 2010, with the official launch just 2 months later in August. Claude Floch, GfK’s Global Training Director commented: “The solution had to be delivered in the cloud, quick to deploy and offer the comprehensive range of functionality we needed to provide the service to even the most remote locations. Saba’s solution met our criteria and we deployed the solution in just 8 weeks.” Saba enables CSA’s, to access their learning remotely without compromising content or the learning experience. With Saba Anywhere, CSA’s can download, view, and interact with rich, standards-based courseware and knowledge content anywhere, anytime, regardless of their network connectivity. Saba Anywhere ensures learning content is available around the clock, around the globe, whether connected or disconnected from the corporate network or the Internet. Access to learning content was a key challenge for GfK Consumer Choices, with offices based in countries where internet access is unreliable. GfK Consumer Choices uses Saba OnDemand and Saba Anywhere to cost effectively manage content and training for a global workforce, to ensure a consistent brand and delivery service Industry Retail and Technology Challenge To rapidly improve and continually align the expertise of a globally spread work force of Client Service Analysts (CSAs) in the GfK Consumer Choices Division. (GfK Consumer Choices) Benefits Standardised e-learning for CSAs Certification of all CSAs, via the e-learning training ‘Path to Expertise’ Reduction in travel/accommodation costs associated with classroom training Solution universally available across 100 countries Expert CSAs provide an improved customer service level Increase in potential chargeable days for CSAs Ensures consistency in brand and service across the globe Immediate availability of training to newest countries for the Division Solutions Saba OnDemand Saba Anywhere “ The solution had to be delivered in the cloud, quick to deploy and offer the comprehensive range of functionality we needed to provide the service to even the most remote locations. ” Claude Floch Global Training Director GfK Consumer Choices GfK Consumer Choices
-
Upload
saba-software -
Category
Technology
-
view
155 -
download
2
Transcript of GfK Consumer Choices Case Study
Case Study
GfK Consumer Choices (DAX: GFK) is a division of the GfK Group, which is the fifth largest market research company in the world. GfK Consumer Choices is the global leader in sales reporting and market intelligence for Technical Consumer Goods markets. The division currently generates over €1.37 billion with more than 11,000 full time employees tracking markets in over 100 countries. In recent years GfK Consumer Choices has broadened its service offering to include markets such as Tourism, Optics and Fashion and continues to expand its product/service offering.
The CSA team are spread globally to cover particular markets and deliver tailored reporting intelligence to thousands of global clients. GfK Consumer Choices was seeking to improve customer service levels and brand consistency via standardised training of all CSAs and at the same time reduce the considerable costs associated with classroom based training. GfK
Consumer Choices was looking for a comprehensive, yet simple to use and robust system that would fulfil their global training needs, and after a rigorous selection process chose Saba OnDemand combined with Saba Anywhere. The solution was piloted in June 2010, with the official launch just 2 months later in August.
Claude Floch, GfK’s Global Training Director commented: “The solution had to be delivered in the cloud, quick to deploy and offer the comprehensive range of functionality we needed to provide the service to even the most remote locations. Saba’s solution met our criteria and we deployed the solution in just 8 weeks.”
Saba enables CSA’s, to access their learning remotely without compromising content or the learning experience. With Saba Anywhere, CSA’s can download, view, and interact with rich, standards-based courseware and knowledge content anywhere, anytime, regardless of their network connectivity. Saba Anywhere ensures learning content is available around the clock, around the globe, whether connected or disconnected from the corporate network or the Internet. Access to learning content was a key challenge for GfK Consumer Choices, with offices based in countries where internet access is unreliable.
GfK Consumer Choices uses Saba OnDemand and Saba Anywhere to cost effectively manage content and training for a global workforce, to ensure a consistent brand and delivery service
Industry
Retail and Technology
ChallengeTo rapidly improve and continually align the expertise of a globally spread work force of Client Service Analysts (CSAs) in the GfK Consumer Choices Division. (GfK Consumer Choices)
Benefits � Standardised e-learning for CSAs
� Certification of all CSAs, via the e-learning training ‘Path to Expertise’
� Reduction in travel/accommodation costs associated with classroom training
� Solution universally available across 100 countries
� Expert CSAs provide an improved customer service level
� Increase in potential chargeable days for CSAs
� Ensures consistency in brand and service across the globe
� Immediate availability of training to newest countries for the Division
Solutions
� Saba OnDemand
� Saba Anywhere
“ The solution had to be delivered in the
cloud, quick to deploy and offer the
comprehensive range of functionality we
needed to provide the service to even
the most remote locations.”
Claude Floch
Global Training Director GfK Consumer Choices
GfK Consumer Choices
Case Study n GfK Consumer Choices
Consumer Choices business and delivered in partnership with Ingenium, (Polytechnicum de Normandie*), who provide the course content. In total, the ‘Path to Expertise’ comprises of a curriculum of more than 40 modules with over 100 hours of e-Learning. Recently recruited CSAs, their Line Managers, and all new recruits are now required to take the training. This standardisation of training means that CSA’s share and deliver the same expertise worldwide. Previously delivered in person by the Line Manager, most training is now delivered by Saba OnDemand and Saba Anywhere, saving a considerable amount of Line Managers time in addition to the other concrete benefits.
GfK Consumer Choices continues to expand its use of the Saba solution, with a target of 20% of all GfK Consumer Choices employees using the platform during the second half of 2011, which is planned to double in 2012.
*Polytechnicum de Normandie: partnership between three Agents: Chambres de Commerce et d’Industrie” from Le Havre and from Caen cities, and Université de Basse Normandie.
www.polytechnicum.com
“This was a key requirement of the solution as in many areas where we operate, internet connectivity is unstable.” continued Floch.
Saba Anywhere provides a comprehensive and robust platform for mobile learning. Requiring a subset of the rich functionality, Saba was able to quickly create a simplified version for GfK Consumer Choices whilst maintaining the flexibility to be scaled and enhanced to meet the future requirements.
CSA’s are required to certify in the ‘Path to Expertise’. The Path to Expertise covers a wide curriculum including off-the-shelf courses from Cegos, Europe’s largest learning and development-company, covering Relationship Building, Leading Change, Managerial Intelligence, Leadership and Management, Sales Negotiation and many others. CSA’s are also then required to take in-depth training about the GfK
Saba | 2400 Bridge Parkway | Redwood Shores | CA 94065-1166 USA | (+1) 877.SABA.101 or (+1) 650.779.2791 | www.saba.com cs11/12
Saba enables organizations to build a transformative workplace where they can leverage their people networks to become more competitive through innovation, speed, agility, and trust. © 2012 Saba Software, Inc. All rights reserved. Saba, the Saba logo, and the marks relating to Saba products and services referenced herein are either trademarks or registered trademarks of Saba Software, Inc. or its affiliates. All other trademarks are the property of their respective owners.
“ The adoption of Saba’s technology is
helping GfK Consumer Choices improve
delivery standards whilst at the same
time reducing the costs of our operating
model. We can already see dramatic
improvements in both areas.”
Claude Floch
Global Training Director GfK Consumer Choices
