Large-Scale L&D Solutions Implemented in a Change-Resistant Company
“Intellezy was able to effectively design and deliver training to approximately 4,000 client employees, with over 90% feeling confident in their training and support and over 97% showing they could use the systems proficiently.”
Result
About 4,000 users were trained over two large-scale system implementations. Based on follow-up surveys, over 90% of the client’s end users were confident in the training and support they received, and when end users were required to take assessments that checked their knowledge of the new asset management systems, there was an overall pass rate of over 97%.
Our team led the extraordinarily successful execution of a new hyper care (post-rollout) solution that will be used as a model for future projects. This decision was based on past client projects where Intellezy found that once training with the client’s staff concluded, so did any support.
To avoid internal disruption and prevent interrupting client workflow, Intellezy implemented a pod-style team structure that included junior and senior consultants with mixed, complementary skills to help one another navigate projects without needing outside assistance.
Our consultants were the “last consultants standing,” directly supporting end users on-site for 4 weeks after going live, successfully executing a newly implemented hyper care model involving subject matter experts.
Background
Intellezy has a long-standing client in the utility industry with over 9,000 employees. Consultants are positioned throughout the organization, working on many projects at any time. Client audiences range from engineers to field technicians, with varying degrees of technical knowledge. The client’s Learning & Development (L&D) team is led by the client’s Training Manager, with each specific project being led by a Training Lead (an external consultant and the main point of contact for project consultants). Training Leads provide training development and delivery timelines for the client, working with contracted Project Managers who typically lack L&D experience. Our consultants have a wide range of responsibilities for the client, including engaging in business needs analysis, developing training timelines, creating project-specific learning content, and ensuring user adoption of software and processes.
Objectives
Intellezy was tasked with providing the client with high-quality effective training programs on the implementation of both new software and processes, along with the proper tools that enable the client to be self-sufficient after implementation, all while working in an extremely change-resistant environment. These recent large-scale implementations focused specifically on the introduction and adoption of new asset management systems by two distinct client user groups.
We recognized the need to support both the client and their employees while maneuvering an ever-changing schedule, due to the client’s need to provide service during storms and other emergencies. Our consultants were agile and implemented a unique reporting and client support structure that has been successful in maintaining employee and client satisfaction.
To ensure client satisfaction and success, we implemented a Client Success Manager who works directly with the client, gathering data trends and resource requirements to inform future implementations. The CSM collaborates with the Director of Training and Training Managers (our consultants), to review projections and anticipate skillsets needed for our employees.
Solutions
A core achievement was the effective delivery of large-scale training programs that led to the successful rollout and adoption of new asset management systems, despite ever-changing schedules and a challenging, change-resistant company culture. Despite these obstacles, Intellezy was able to effectively design and deliver training to approximately 4,000 client employees, with over 90% feeling confident in their training and support and over 97% showing they could use the systems proficiently.
Intellezy and the client recognized a need for ongoing support and tasked Intellezy with executing this solution. Our team supported the client’s team on the ground, formulating the execution and consistently checking in on different area work centers to ensure the solution was working effectively. The way the execution was structured and administered was so successful that the client decided it will serve as the model for future projects. Our team’s self-sufficient structure allowed us to give the client peace of mind.