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Sheffield Insulation Group

Created by: Chris Whitaker

The group decided to replace all of their analogue phones with a Cisco Jabber voice over IP digital phones.

I was hired to create and deliver a learning programme to train all users onsite and post-training via e-Learning. A key part of the role was to work with BT to install the systems onsite at over 40 branches nationwide.

KEY CHALLENGES

  • Limited knowledge of computers and software

  • Locations spread throughout the United Kingdom

  • BT scheduling for rollout unreliable

  • Very low staff morale

THE SOLUTION

Working closely with BT, I learned how to pre-install the phone system before their arrival, speeding up their process.

To train staff, I pre emailed the set up guides to the branch managers whilst organising my visit. On arrival I would train each member of staff individually to ensure that they were instantly up and running. 

A key reason for one to one training was that the group are going through major changes including redundancy. Using a cup of tea and hello approach I was able to break down barriers and instantly gain trust. 

THE RESULTS

On a one to one basis, I set up and trained over 25 branches with an average of 10 staff in each branch

Further support was provided by using the quick guides as a base for the eLearning solution created.  

Initially employed for 3 months, I had two extensions lasting a total of 7 months.