Young woman in the city happy with her training
Case Study
Vodafone

Together we can: Next-Level Blended Learning at Vodafone

vodafone logo

Vodafone’s purpose is to connect for a better world and drive innovation – as summed up by its “Together we can” global brand positioning.

 

The British mobile telephony company’s German subsidiary Vodafone GmbH was founded in 1990 in Düsseldorf. Today, the Vodafone Group has a global workforce of around 100,000, including 16,000 in Germany.

 

The group’s worldwide revenue for 2021 was 43.81 billion euros, 13 billion of which came from the German market.

THE PROJECT
THE CHALLENGE

Digitalising a five-day in-person onboarding workshop

At Vodafone GmbH, induction, orientation and training in corporate values for new customer service representatives used to take the form of a week-long in-person workshop. That was the case up until early 2020, when the pandemic came along and changed everything. Suddenly the company had to find an alternative solution.

 

Pre pandemic, new customer service representatives would spend their first five days with the company learning a great deal more than just the nuts and bolts of the job, like how to deal with difficult customers. They would receive instruction in Vodafone’s corporate values and its customer promise. What does the Vodafone brand stand for? What is Vodafone’s mission? What are the dos and don’ts of dealing with colleagues, superiors, external partners and customers?

 

All of this learning content would be imparted by trainers in in-person training workshops. But once it became apparent that the pandemic was not going away any time soon, and that steps therefore needed to be taken to protect employees, Vodafone decided to digitalise these training workshops.

That was at the start of 2021. Vodafone HR Learning Manager Sabine Fusenig remembers the decision well: “Even before the pandemic, we had been considering digitalising our onboarding programme in order to improve quality and standardisation. A key requirement was that our trainers retain their central role but be given more time to provide one-on-one support. We had already worked with imc Learning on a number of successful projects and were keen to see what they would come up with to meet these requirements.”

vodafone island training
THE SOLUTION

A blended learning experience featuring an interactive 3D map, learning diary and portal page

It was immediately obvious to imc that an undertaking of this complexity and scope called for an extremely well-thought-out blended learning concept. Keeping learners engaged over several days of at-home online learning was clearly going to take more than run-of-the-mill online lectures or hours of video content. Because to deliver 2030 minutes of learning, you need variety.

 

With this in mind, the team from imc’s content department put their heads together with the Vodafone team and developed a blended learning concept called “Basic Customer Care”, or BCC for short. This new onboarding programme is strong on variety, comprising such varied components as a trailer video, performance cards, a four-day challenge, a learning diary, a central portal page and a “Vodafone Island” 3D map.

“We soon realised it was going to be a truly mammoth project with loads of different formats and it was going to take quite a bit of time, not to mention a great deal of active input from the project team at Vodafone,” says Thomas Faas, a Project Manager in e-learning content at imc.

 

“You see, while we can certainly help structure the learning content, selecting that content is a decision only the client can make. Not every client understands that. But Vodafone does. Everyone on the team understood exactly what they were getting into, and there were clearly defined contact persons and lines of responsibility. As a result, the project went off without a hitch, plus we had a lot of fun.”

Sabine Fusenig agrees: “imc has been a very constructive, pleasant and reliable partner to work with. The project managers defined clear structures, including timelines, so everyone knew exactly what they had to deliver, and by when.”

 

It was also a special project experience for the business-side team at Vodafone, which consisted of the Training Specialist Manuela Jeschke and the three trainers Monika Arenz, Rene Schmelzer and Dirk Winkler. They spent many weeks compiling and reviewing content and providing feedback.

 

“Here on the Vodafone project team, we have a really good handle on things and are very well coordinated. But we are a learning organisation, and this was a learning opportunity,” says the HR Learning Manager. “We had half-hour sprint meetings with imc twice a week and were given ‘homework’ to do after each session. Also, we had separate kick-off meetings for each day of the onboarding programme so that we could define clear goals and structures for each day of programming at the outset.”

THE RESULT

Measurably improved results

All the hard work has paid off. By ensuring careful, detailed coordination, avoiding unnecessary reworks and keeping to the tight project timeline, it proved possible to complete the entire blended learning programme in the space of just seven months. Vodafone’s objectives were to achieve measurable improvements in training quality and increase the already very pleasing scores achieved in the metrics it typically assesses for all training courses.

 

For example, after each training course, Vodafone calculates the net promoter score – a commonly used metric that indicates how likely consumers are to recommend the product or service in question to others. Previously 82%, this score increased to an extremely pleasing 88% following implementation of the digital onboarding programme.

 

Similarly, Vodafone wanted to increase the programme’s practical applicability scores from the already above-average 4.3 to 4.5. The programme actually exceeded this target, and the new score is 4.7 (out of 5).

 

These scores are reflected in the favourable comments from users:

  • “The first BCC round went really well!”
  • “Brilliant all round! 😊 …and it’s great fun training with the new programme!"

 

The feedback from the trainers, too, has been positive without exception:

Vodafone Case Study Portal
  • “The learners really like the self-learning phase (SLP) as they are free to organise their own time and work at their own pace.”
  • “The content has a clear, easy-to-follow structure. The group tasks have also been extremely well received. It’s not excessively content-heavy, which allows learners time to ask questions and actively engage with the content.”
  • “The concept also gives us the flexibility to catch learners up if they miss a session here or there. We didn’t leave anyone behind!”

The last word goes to Sabine Fusenig: “The project was a resounding success, and I personally would like to see it used as a blueprint or example of best practice for future projects and rolled out in other countries.”

Result
2030 min learning content
Learning format
Blended Learning
Feedback
Increased Net Promoter Score
WHAT OUR CUSTOMERS SAY
imc has been a very constructive, pleasant and reliable partner to work with.
Sabine Fusenig
HR Learning Manager
Vodafone
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Case Study
Jägermeister

Not just good – a Meisterpiece: How Jägermeister combines LMS and Blended Learning

Established as a vinegar factory and wine trader in the Lower Saxony town of Wolfenbüttel in 1878, the company launched its first herb liqueur under the name of Jägermeister in 1935. The secret recipe comprising 56 herbs remains unchanged from those early days.

 

Mast-Jägermeister SE grew from a small family business to an international organisation, and is now in the fifth generation of family ownership. In 2020, the company recorded global sales of 89.6 million 0.7 litre bottles, now selling the main product Jägermeister in more than 150 countries.

 

Jägermeister has around 1000 direct employees. Resellers and external distribution partners around the world add to the large number of people requiring training.

THE PROJECT
THE CHALLENGE

Top-quality training in line with the brand

Before corona, Jägermeister took a rather traditional approach to learning and knowledge-sharing. In most cases, new employees, distribution partners and resellers were invited directly to the headquarters in Wolfenbüttel to help them learn about the brand and understand it better. There, they would receive all the necessary training on the products and get a feel for the brand.

 

Yet, even before the pandemic, it was clear that this system needed to be optimised, and Jägermeister started to look into procuring a learning management system (LMS). Professional training courses in e-learning format were also on the wish list back then.

The range of training to be covered by the LMS, individual learning nuggets and web-based training (WBT) went beyond the offering for external distribution and trading partners. For instance, different target groups from apprentices and trainees to the CEO needed to gain an in-depth understanding of e-commerce.

 

At the same time, a coherent and strong brand image that all employees identify with is a top priority for Jägermeister. Therefore, the learner experience was considered crucial.

bar tender serves jaegermeister
THE SOLUTION

A blended learning journey masterpiece

Jägermeister decided to use the imc Learning Suite as its learning platform. The well thought out extended enterprise scenario in combination with the clear module structure was a major deciding factor in favour of imc. The Learning Suite also scored with its customisable configurability and great system reliability.

Simply sharing knowledge is not enough – it also has to be packaged right to reach all target groups and meet their needs. To this end, imc created a sophisticated blended learning scenario for Jägermeister.

 

Kathrin Heidler, Instructional Designer at imc, analyses the collaboration with Jägermeister: “What set the project apart is how complex it was. A blended learning journey embedded in classroom training, web-based training, performance cards and our BizQuiz is far from routine – even for us!

We were really able to go all out with this project. It was great fun helping to design such a complex project using a large variety of techniques.”

THE RESULT

Learning that doesn’t feel like learning

imc meets Jägermeister | A Meisterpiece of E-Learning

The feedback for the initial platform tests was all positive. Users were especially taken with how the e-learning content triggered an emotional response. The consensus among the employees: Once you log in to MeisterAcademy, the training courses don’t feel like learning. The direct integration of LinkedIn learning courses was also received very favourably, as it gives employees an even greater choice of courses.

 

Philipp Terstesse, Manager Global Trade Marketing at Jägermeister, summarises: “Our goal was to create a learning experience that takes a new approach and motivates learners. The learner and employee experience were extremely important to us.
We firmly believe that our digital ambitions go a long way towards shaping the future of our brand. We are thrilled to have a strong partner in imc who will stay by our side as we embark on this journey into the future together.”

Target Audience
Employees and reseller in 150 contries
Learning format
LMS & Blended Learning Journey
Result
brand confom, emotional learning contents
WHAT OUR CUSTOMERS SAY
Philipp Terstesse
Our goal was to create a learning experience that takes a new approach and motivates learners. The learner and employee experience were extremely important to us. We are thrilled to have a strong partner in imc who will stay by our side as we embark on this journey into the future together.
Philipp Terstesse
Manager Global Trade Marketing
Mast-Jägermeister SE
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case study compliance training customer reference audi ag
Case Study
Audi

A slightly different kind of
compliance training

case study compliance training customer reference audi ag

Audi is one of Germany's leading premium car manufacturers. Based in Ingolstadt and Neckarsulm, Germany, the company has been producing high-quality vehicles since 1909 and is now part of the Volkswagen Group.

THE PROJECT
THE CHALLENGE

Motivation for an unloved topic

When employees learn that they have to attend compliance training, their enthusiasm is often limited. The trainees are usually hostile to the training even before it begins.

Audi therefore wanted to train employees with an unusual compliance training course in such a way that the necessary knowledge is clearly conveyed to them and, ideally, they also have fun during the training.

case study compliance training customer reference audi ag
THE SOLUTION

Web-based training of a different kind

“Welcome to Fraud City. The city “eats” its residents – skin, hair and all. We hope you’re up to it. Enter at your own risk.” This intro sounds ever so slightly different to the traditional “Click here to start your training”.  


The entire web-based training course with motion design adopts the style of “Sin City”, and takes the brave participant to a corrupt city full of dangers and suspect colleagues – accompanied by Detective Fraudless who is always on the brink of solving yet another crime and starts off by explaining the rules.

As the employee navigates through the training course, the criteria for identifying cases of fraud are revealed, as are the behavioural patterns that call for special attention. 

case study compliance training customer reference audi ag
THE RESULT

Positive feedback on the intranet

Screenshot of Fraud City

Audi demonstrated great courage with this unconventional concept – and reaped the rewards: The elaborate and polarising concept leaves a lasting impression, creating a buzz among almost all employees. Similarly, the intranet feedback was predominantly positive, and many employees praised the web-based training, as Laura Schumacher from the Audi compliance department confirms.

  • “Great job! This makes ‘learning’ fun!” 
  • “Very pleasant WBT, executed superbly. That’s what I’d call modern. Let’s have more of this.” 
  • “I thought the presentation of the WBT as a homage to Sin City with L.A. Noire elements was extremely original. A great example for knowledge transfer in an entertaining package. Keep it up!!!” 
  • “We need a lot more web-based training in this style.  It gets the message across in an entertaining and easy-to-understand manner, well narrated with cool stories!” 
Target audience
worldwide > 90,000 employees
Learning format
Web Based Training + Trailer
Experience
Film Noir & Sin City
WHAT OUR CUSTOMERS SAY
Icon representing Avatar Quiz apps
Compliance training is always a tricky subject. For this WBT though, we received very favourable feedback from our employees!
Laura Schumacher
Compliance Department
Audi AG
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Case Study
imc Learning

The new digital brand training at imc Learning: Understanding through experiencing

Using gamified brand training to reach and lastingly inspire a highly diverse target audience

In business it’s generally a good idea to stick with what you do best. And that’s precisely our approach to internal brand training here at imc Learning. We have taken our expertise in learning, something we normally offer other companies, and used it to help our own employees.

 

At imc, we’ve been working with digital learning for about 25 years. We strive to make learning better by redefining how learning happens. Experts in technology, e-learning content and strategy work hand in hand to offer holistic and tailored e-learning solutions – worldwide.

 

Having started out as a spin-off from Saarland University in Germany, we now work with more than 1,300 companies and public and educational institutions from all sectors and of all sizes, providing them with holistic support in the planning and implementation of digital training strategies.

THE PROJECT
THE CHALLENGE

Enabling employees worldwide to understand and engage with our values and purpose amid the demands of hybrid work and new onboarding methods

imc has changed a lot over the years, both in terms of our brand image and the core values on which it is built. This change in culture is reflected in all areas of our company and therefore needs to be understood and actively supported by all employees – including new hires, who need to be able to connect with and internalize our values.

Achieving this outcome requires learning in the following main areas:

 

  • Company history: What defines us as a company? Where do we come from?
  • What are imc’s goals and vision?
  • What are the values that shape us, and how do we communicate those values?
  • What is our business purpose, and what can each and every employee do to further that purpose?
  • What does the imc brand feel like?

 

We needed a learning solution that could both impart this knowledge to all new hires right from day one and make it available to all existing imc employees on an ongoing basis. The obvious approach was to create an interactive, digital training course that was fun while still getting the imc brand and culture across.

 

The challenge in designing the course was not just to find a way of disseminating the informational aspects of the training content. The main challenge, in fact, was to give the content emotional power and authenticity, but without overdoing it, so that the very diverse target audience here at imc could identify with it.

THE SOLUTION

A brand experience that invites engagement using a dedicated mascot

No sooner said than done. Kerstin Steffen, Director Brand Strategy at imc, initiated the training course and helped with its implementation. Teaming up with experts from our Content department – people who normally create digital learning content of this type for external clients – she set her sights on developing a training course that inspires all imc employees.

“It was extremely important to develop something that did more than merely disseminate information,” she recalls. “People need to be able to understand and ‘feel’ the brand. New employees should be able to instantly understand what drives us here at imc, what our values are, and what kind of cooperation and collaboration we practise and expect of others.”

 

Oliver Steinhilber is an instructional designer at imc and provided support for the conceptual design of the training course. “We’re currently seeing strong demand for training courses of this type among our clients,” he says. “Onboarding, change, new work and the like are a big deal at the moment, and managers in HR, marketing and internal communication are looking for ways of communicating these messages with authenticity and emotional power.”

So, it was immediately obvious what we needed to do. But we had to make a number of key decisions before we could start with the conceptual design and creation work.

THE RESULT

Excitement and engagement among newcomers and old hands alike

The first step was to select a suitable tool for creating the training course. We chose Articulate Rise, and the team undertook two in-house workshops on how to use it.

Next, the team agreed to use storytelling as the course’s definitive stylistic device and to adopt a mascot as the narrator and companion for learners on their learning journey. Max – that’s the mascot’s name – looks a little like a ghost and emerges from the dot on the “i” of imc. He starts out very pale but gradually takes on more colour as the learner progresses through the course and learns more about the imc brand.

 

Max features in all elements of the training course. For example, in the history section, he reads from a book telling the story of the company’s founder, Professor August-Wilhelm Scheer. As the training course progresses, Max draws the learner deeper and deeper into the imc brand experience. The course also includes quizzes at regular intervals to gauge comprehension of the learning content.

The result is an entertaining and explorative 25-minute training course, split into four chapters, that teaches the learner everything they need to know about imc.

 

“We’re really pleased with the result, and the initial feedback from users is extremely positive,” says Kerstin Steffen. “The newcomers are engaging enthusiastically, plus it has sparked the interest of the old hands, who feel inspired to do the course right away. The time invested – it took about three months from initial idea to implementation – has well and truly paid off!”

Aim
Inspiring Brand Training
Learning format
explorative web-based training
Development
Three months
WHAT OUR CUSTOMERS SAY
Photo of Kerstin Steffen
We’re really pleased with the result, and the initial feedback from users is extremely positive.
Kerstin Steffen
Director Brand Strategy
imc Learning
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case study chatbot web based training kundenreferenz villeroy boch
Case Study
Villeroy & Boch

With chatbot and WBT to the
trade fair

Villeroy & Boch is one of the leading premium brands for ceramic products worldwide. Founded in 1748, the family business based in Mettlach, Germany stands for innovation, tradition and abundance of style.

As a renowned lifestyle brand, Villeroy & Boch has a presence in 125 countries with its bathroom, wellness and fine tableware products.

THE PROJECT
THE CHALLENGE

Fit for the leading trade fair

The ceramics manufacturer Villeroy & Boch needed to train around 400 sales representatives worldwide for a trade fair. Each employee attending the fair had to complete mandatory virtual product training so they would be able to present the new products.

 

The greatest challenges were: 

  • Time pressure: training had to be complete by a certain date 
  • Ensuring mandatory participation 
  • Subsequent testing of learning success 
  • Catering to different ages with different e-learning skills
THE SOLUTION

Virtual product training

Two different web-based training courses (WBT) were created for the predominantly technical products. For all other new developments a chatbot was developed.

The chatbot was filled with short learning units aka learning nuggets, each taking 3 minutes to complete. Each participant moved through different topic areas and product training units.

Each employee arriving for the trade fair was required to complete these training courses in advance and demonstrate in a test that they had understood the learned content.

case study chatbot web based training kundenreferenz villeroy boch
THE RESULT

Delighted customers

The training received a strong response and achieved high levels of acceptance. Employees provided extremely positive feedback.

Villeroy & Boch therefore plan to work with equally innovative, digital training concepts for future trade fairs.

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Target audience
400 Sales employees
Learning formats
Chatbot & Web Based Training
Experience
Combination of LMS and Content
WHAT OUR CUSTOMERS SAY
We experienced our collaboration with imc as very pleasant and professional. Our requirements were fully met, and whenever timing was tight, imc did their best to be flexible and accommodate us.
Jörg Karrenbauer
Technical Trainer
Villeroy & Boch Global Academy
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case study lms customer reference eppendorf ag
Case Study
Eppendorf

Training internal and external audiences

case study lms customer reference eppendorf ag

Headquartered in Hamburg-Eppendorf, Eppendorf AG develops, produces and distributes products and services for laboratories all over the world. These products are often used in the pharmaceutical, biotechnology and food sectors.

The company is the world market leader in many areas of laboratory technology. Across its global operations, the group has more than 3,000 employees at 34 locations.

THE PROJECT
THE CHALLENGE

Knowledge acquisition in record time

Increasing legal requirements, fast global growth, more employees, a more extensive portfolio and a shorter time to market – A few years ago, Eppendorf AG faced all of these challenges. To fight these challenges, it required not only the employees to be trained but also the network of external partners and service providers to be educated. Only when this network of both internal and external groups (together the so-called "Extended Enterprise") is up to date with the latest products, services and developments, at all times, Eppendorf can provide the quality that it strives for. Time and efficiency are essential in this training process.

 

Mastering these challenges is even harder when old-fashioned and time-consuming training processes slow down the progress. This is where the professionally set-up blended learning concept within a cloud-based solution comes to the rescue. 

case study lms customer reference eppendorf ag
THE SOLUTION

An open professional development concept

As part of an integrated e-learning strategy, the imc Learning Suite was implemented across the entire company as “Eppendorf Academy”. Hosting in the Microsoft Azure Cloud ensures virtually unlimited scalability and immediate availability

The objective was to systematically complement or replace existing face-to-face training courses with e-learning offers to create a blended learning experience.

 

The imc authoring tool Content Studio was chosen for the creation of interactive and multimedia learning content. 

case study lms customer reference eppendorf ag
THE RESULT

90 % of users rate the courses
as helpful

In order to facilitate swift identification and rectification of gaps in the content, obtaining continuous feedback from the course participants was very important for Eppendorf AG.

The dialogue with the learners directly shows to what extent the learning content helped the learners perform their daily tasks, and where further improvements were needed. 

The participants’ feedback has been impressive: A staggering 90% of users to date rate the courses as helpful or very helpful.

case study lms customer reference eppendorf ag
Target audience
3000 employees at 34 locations
Learning format
Blended Learning
Experience
Cloud-based LMS and Content Studio
WHAT EPPENDORF SAID
Photo of Dr. Dietmar Kahle
We are already seeing significant benefits in how quickly we are reaching large numbers of employees – irrespective of time and place.
Dr. Dietmar Kahle
Director Learn Management
Eppendorf AG
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pfm medical ag headquarter
Case Study
pfm medical ag

On the safe side with validatable processes in the Learning Management System

Logo pfm medical ag

pfm medical ag is an internationally operating, medium-sized, family-owned company from Germany that offers special solutions in the healthcare sector. The company has enjoyed success in the development, manufacture and sale of quality products and has offered reliable services for nearly 50 years. Its portfolio covers the medical fields of surgery, histotechnology, cardiovascular technologies and infusion technology.

 

Therapeutic safety and therapeutic success are the core themes of all of pfm’s proposals. All solutions and products aim to contribute towards improving the quality of life for patients and of work quality for users.

Headquartered in Cologne, Germany, the company employs over 600 people at twelve locations worldwide.

pfm medical ag is an internationally operating, medium-sized, family-owned company from Germany that offers special solutions in the healthcare sector. The company has enjoyed success in the development, manufacture and sale of quality products and has offered reliable services for nearly 50 years. Its portfolio covers the medical fields of surgery, histotechnology, cardiovascular technologies and infusion technology. Therapeutic safety and therapeutic success are the core themes of all of pfm’s proposals. All solutions and products aim to contribute towards improving the quality of life for patients and of work quality for users. Headquartered in Cologne, Germany, the company employs over 600 people at twelve locations worldwide.

BACKGROUND

pfm medical, a medical technology company, belongs to the pharmaceutical and medical technology sector, and this 'high-risk' sector is subject to a strict obligation to document evidence of all work and training procedures.

 

Depending on the market they serve, these sectors are governed by the U.S. Food and Drug Administration (FDA) as well as additional regulations from the European Medicines Agency (EMA).

In addition, in 2017 the EU issued the Medical Devices Regulation (MDR) which also regulates the handling of the software used; the transition period for the MDR expires on 25 May 2021.

THE PROJECT
THE CHALLENGE

Comply with Medical Device Regulation without accumulating paper folders by the metre

"After just under two years, we had about ten running metres of A4 folders and had to file and enter every piece of paper by hand; that had to change". This is how Hans-Heiko Müller, Team Manager of Organisation Learning at pfm medical, describes the situation in mid-2020.

 

At pfm medical, the mandatory complete documentation of all training courses used to be implemented using paper records, as is still standard practice at many companies. After completing a training course, whether online or in-person, employees had to print out a paper themselves and confirm successful close-out with their signature.

 

The signed document was then delivered in person or by post to headquarters, where it was manually checked and entered into the existing learning management system (LMS). This was an error-prone job that tied up a lot of resources.

pmf medical production line
THE SOLUTION

A validatable LMS in the SaaS cloud

In order to decrease the effort required for these processes while continuing to work in compliance with the rules, pfm medical decided in mid-2020 to convert the existing LMS into a validatable learning platform.

For this purpose, the company selected the imc AG Golden Master package which includes system set-up, commissioning and all updates for customers. Another special feature of the package is the validation documentation, which is provided by imc. This is the basis on which a system can be validated by the customer.

 

Specifically, this means that imc takes care of the overall configuration of the system and the documentation of the cloud setup. As part of this, imc documents that all the required steps for the proper installation of the system environment have been followed.

 

Hans-Heiko Müller explains, "In theory, we could have converted our existing LMS into a validatable system ourselves. But I would have had to have hired at least one full-time employee just for the documentation that would have been necessary at the beginning and as well as for every change and update in the future, because a few hundred pages each time add up quickly."

 

Of course, the topic of data security also played a major role for pfm medical. But the imc cloud solution was convincing: With a 99% guaranteed availability, certifications according to ISO 27001 and ISO 9001 and a 24/7 service time, there was nothing left to wish for. The cloud solution creates an even higher level of security than the classic paper filing system, as it is secured several times and cannot be destroyed by a fire, for example.

THE RESULT

The end of the paper economy

After the successful changeover, the time had finally come; the end of the paper economy could be initiated. Instead of having to print out and sign each certificate, pfm medical employees can now enter their courses into the system themselves. All they have to do after a course close-out is confirm via e-signature that they have successfully completed the course.

 

In addition, entire groups of employees can be enrolled on certain learning paths together and automatically receive reminders about upcoming mandatory training courses. Although these features had already existed in the company's original LMS, regulations prevented them from being used for validation-related training.

 

Hans-Heiko Müller sums it up: "We learned quite a bit during the conversion process. We have adapted our processes to the system, not the other way around, and have evolved as a result. But in a way, we also had to accept that we will lose a bit of flexibility.

doctor holding an ipad

Little things that I used to change myself in 20 seconds now run through a change process and are checked and documented within the context of a four-eyes principle. The total process now takes a little longer. Still, the advantages clearly outweigh the disadvantages for the company. With the system and the documentation created by imc, we err on the side of caution during audits and save a lot of work and time at the same time in the process."

Achievement
validatable LMS
Certifications
ISO 27001 and ISO 90001
Time savings
included validation documentation
WHAT OUR CUSTOMERS SAY
Hans-Heiko Müller, pfm medical ag
With the system and the documentation created by imc, we err on the side of caution during audits and save a lot of work and time at the same time in the process.
Hans-Heiko Müller
Team Manager Organisation Learning
pfm medical ag
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case study lms customer reference bsh hausgeraete
Case Study
BSH Hausgeräte

Advanced training for service technicians
around the world

case study lms customer reference bsh hausgeraete

BSH Hausgeräte AG is the biggest domestic appliance manufacturer in Europe and one of the leading companies in the sector worldwide. The group’s main brands are Bosch and Siemens.

In addition to its eight special brands catering to individual consumers, BSH also serves selected home markets with the regional brands Balay, PITSOS, PROFILO and Coldex.

The product portfolio covers the full spectrum of modern household appliances

THE PROJECT
THE CHALLENGE

Adapting training content to
local standards

Global growth of the product portfolio, employee numbers and geographical coverage made it necessary to rethink the professional development concepts used by BSH. 

The goal was to adapt the training content to local learning habits in the different countries to fill any gaps in the knowledge of the service technicians in each location. BSH’s intent was to achieve uniform training standards so that customers around the world would enjoy the same high-quality service. 

 

It is of great importance to BSH that service technicians anywhere in the world are able to service appliances, repair them if necessary, and offer competent and professional advice to customers within a short period after the launch of a new product. Moreover, practical training on appliances was to be introduced locally.

What was missing was a modern, multinational professional development concept with a homogeneous database that allowed easy administration of face-to-face training and flexible implementation of tailored online training in real time. 

case study lms customer reference bsh hausgeraete
THE SOLUTION

Global professional development platform
for 10,000 technicians

Following an in-depth market analysis, the professional development administrators at BSH decided to implement a learning management system by (LMS) by imc, the “Learning Suite”. They called it the “BSH Learning Universe”.

 

With this global professional development platform, more than 10,000 BSH service technicians in 50 countries can quickly and easily access the training material tailored to the specific country and use it to support their daily tasks. Easy administration of face-to-face training, reliable assessment functions and reporting round off the solution.

What’s more, the blended learning approach facilitates lasting efficiency gains for the face-to-face training. This saves the technicians up to 20% in training time, while significantly reducing administration costs.

case study lms customer reference bsh hausgeraete
THE RESULT

EUR 10 million in savings 

The results speak for themselves: Since the LMS was introduced, service technicians have been saving around 20% in training time, which is equivalent to EUR 10 million in total. 

Moreover, learners loved how flexible the platform is. The LMS by imc is capable of implementing tailored requirements for each country. This involves more than just using the right language: Basic knowledge relating to fundamental topics like maintenance and repair and customised training on new regional products also differ by country. The “BSH Learning Universe” precisely addresses the requirements and needs of the service technicians at the different locations.  

 

“The imc Learning Suite is highly flexible and adapts to our requirements. The LMS not only covers our need for product training: We also use the system for our health training. Above all, the intelligent training booking processes make our work a lot easier. Since we implemented the LMS, Excel list administration is a thing of the past!”, Peter Tolaini, BSH Learning Universe Administrator, UK sums up.

case study lms customer reference bsh hausgeraete
Target audience
10,000 technicians
Experience
LMS
DAS SAGEN UNSERE KUNDEN
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We set our goals high with the ‘BSH Learning Universe’ – and achieved them: In more than 50 countries on five continents, our colleagues in Technical Customer Support are trained to the same high standards. Yet, each of our local training programmes is as unique as our products.
Sonja Hild
Head of Training and Development in the Customer Service Division
BSH
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case study blended learning customer reference hager
Case Study
Hager Vertriebsgesellschaft

At the cutting edge with
blended learning

case study blended learning customer reference hager

The Hager brand stands for straightforward and safe electrotechnical installations in residential, industrial and commercial buildings. The portfolio covers everything from energy distribution and cable routing through switch and building technology to door communication.  

 

The Hager Group based in the Saarland town of Blieskastel is family-owned, looking back on 50 years of tradition. Thanks to its continuous development, the company now counts 11,400 employees worldwide.

THE PROJECT
THE CHALLENGE

Making role-based knowledge available
at short notice

At Hager, it is a known fact: Role-based knowledge must be available quickly and at short notice. To ensure this while also providing blended learning and gamification elements for independent electrical engineers, Hager was looking for a suitable partner.  

 

When a new meter cabinet system was introduced all the way back in 1997, information had to be shared with customers almost immediately. Even in those days, the company took a step towards e-learning: Computer-based training (CBT) was recorded onto CD-ROMs and supplied with the products. A lot has happened since. CBT has become WBT. Learners are no longer provided with physical, tangible CD-ROMs on which knowledge is stored. Instead, clicking a link gives them access to the virtual training camp where up-to-date knowledge is transferred.

“Very clearly, the trend in e-learning is to quickly provide learners with role-based knowledge at relatively short notice,” explains Martin Zimmer, Online Training Advisor at Hager.

case study blended learning customer reference hager
THE SOLUTION

Instant availability, maximum scalability
and lower costs

Hager has been using the SaaS version of the imc Learning Suite learning management system since 2012. The cloud solution facilitates instant availability and enormous scalability while achieving significant cost savings compared to the traditional on-premise variant.

This learning environment provides learners with a lot more than just access to web-based training (WBT): They can also view webinar recordings or utilise interactive operating instructions in the form of smart lessons – anytime and from anywhere.  

 

But why pick one if you can have it all? Hager leverages blended learning to inform independent electrical engineers about the company’s products. For this target group, imc and Hager have already produced four WBTs on topics such as “Lighting control and dimmers” or “Smart metering” – both of which are key content for energy efficiency. 

case study blended learning customer reference hager
THE RESULT

An effort well received by the learners

Always new WBTs, gamification elements and interactive training courses: The online learning opportunities are well-received by the learners. It shows in the high click rates, as well as in the satisfied feedback. “It’s safe to say: The more up-to-date a WBT is, the greater its acceptance,” Zimmer sums up the feedback.

“The training courses are becoming more sophisticated, and we use a range of interactive elements to communicate the learning content,” he continues. “Our efforts are appreciated!” 

 

The latest web-based training develops know-how on modern cable routing and room connection systems in a playful way. Instead of old-fashioned question-and-answer tests, the partners leveraged realistic exercises in an appealing, virtual world. This training course is more like a serious game than a traditional WBT, and allows learners to compete against and challenge each other.

case study blended learning customer reference hager
Target audience
more than 11.000 employees worldwide
Experience
Blended Learning
Lerarning format
LMS & Content & Authoring
WHAT OUR CUSTOMERS SAY
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It is always a pleasure to work with imc. We particularly appreciate the constructive and pragmatic dialogue in the projects we realised together.
Martin Zimmer
Referent Online-Training
Hager
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case study learning management system customer reference sg automobil ag
Case Study
S&G Automobil

Learning management system helps
cut red tape

case study learning management system customer reference sg automobil ag

S&G was founded in 1898. In 1998, on its 100-year anniversary, it was renamed S&G Automobil AG.

The subsidiary S&G Automobilgesellschaft established in 1990 is now the biggest Mercedes-Benz representative in Saxony-Anhalt. Today, around 1,400 employees including almost 300 trainees and apprentices at 11 locations in Baden-Wuerttemberg and 8 sites in Saxony-Anhalt ensure that we keep our promise every single day:

“With S&G, you are in for a good drive.” 

DAS PROJECT
THE CHALLENGE

Meeting documentation obligations
with mobile learning

S&G wanted to bring the company’s professional development and training measures up to date and drive digitalisation. The objective was to quickly and directly provide information to around 1,300 employees across 19 locations. This required reductions in email traffic while ensuring that employees really do receive information on training courses. Furthermore, all employees regularly need to complete training courses on topics such as money laundering, compliance and data protection. This process was to be uniform and clear to map. 

In addition, solutions were needed to equally train employees without permanent access to a desktop computer. 

case study learning management system customer reference sg automobil ag
THE SOLUTION

Uniform processes and time-savings 

The solution came from imc, featuring a central platform and the learning management system – which S&G named “Lernwelt” – world of learning.  Once implemented, the LMS ensured that employees actually receive information and are able to complete the right training courses. 

The allocation of training courses and instructions is automated, and employees are assigned groups and receive course information and bookings automatically depending on the group they belong to. For instance, an automated reminder is sent out when its time for an employee to refresh their training on a particular topic. 

case study learning management system customer reference sg automobil ag
THE RESULT

“Lernwelt” brings greater acceptance

S&G was able to achieve some of its goals immediately after implementing the LMS: The paper and email overload decreased significantly. S&G intensively uses the automated allocation, and automatically assigns advanced training and instructions or sends out reminders for mandatory training to individual user groups. This also simplifies verification and documentation of mandatory training on topics such as money laundering, compliance, and data protection. 

 

The fact that employees can now register for training courses directly rather than having to go through their line manager also helped to cut administration costs. Moreover, transitioning some of the face-to-face training to an online format resulted in major time savings.  

 

The Content Studio also helped to improve course quality, and employees highly appreciate the training units designed by their own colleagues. This boosted acceptance of the LMS. 

case study learning management system customer reference sg automobil ag
Target audience
1400 employees at 11 locations
Tools
LMS & Authoring
Achievement
Measurable business improvement
WHAT OUR CUSTOMERS SAY
Our employees are very proud of their own content created in Content Studio. That definitely boosted acceptance of the LMS.
Christian Mai
LMS Project Owner
S&G
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Find our more about S&G and further details about the LMS-implementation in the interview of the article series LMS Hot Topics.

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