Wessex Water Customer Service Project

Client Bio

Wessex Water is a regional water and sewerage business serving 2.8 million customers across the South West of England including Dorset, Somerset, Bristol, most of Wiltshire and parts of Gloucestershire and Hampshire. With their customers at the centre of everything they do and their responsibility to provide them with a service that is essential to life is one that is taken very seriously. Wessex Water want to provide an exceptional service experience that is inclusive and accessible to all.

The Problem

Following our successful training rollout to an affiliated company of theirs, Wessex Water approached us to implement the training for the rollout of their new Dynamics 365 Customer Service system.
They required training for Frontline/Call center teams, Back office Teams and Field teams. Each team required their own unique subset of training requirements, due to the different security roles and information required for each team.
During early stages of the development, our team noticed Wessex Water were operating on the old User Interface (UI) for Customer Service, which would be removed by Microsoft by the end of 2020. If this was not addressed, much of the training given would become obsolete when this change occurred.
The project also required consideration of Wessex Water's teams being spread across the South West at multiple different sites, as well as operating remotely and in the field.

The Solution

After conducting the initial Training Needs Analysis, our team developed a master copy of course material which would be adapted to match differing user access levels. After reviewing our recommendation, Wessex decided to embrace the new UI and started the rollout.
Using Wessex Water's existing user manual as the foundation, our course development team produced, updated and adapted the materials to the new UI content and finalized plans for the training rollout. These materials were updated throughout the project to align with Wessex Water's ever evolving Dynamics 365 environment.
High-spec, dualscreen computers were provided by Training 4 Dynamics throughout multiple sites in the South West to provide the most streamline and interactive learning experience possible.

The Result

Wessex Water were delighted with the high quality training we provided. The continual communication, extensive planning and well thought-out logistics enabled this project to be a major success.
As required, several of the training sessions were successfully delivered virtually and digitally recorded via our Virtual Instructor-Led Training (VILT) service using Microsoft Teams.
In addition to instructor led training, we aided in the creation of Wessex Water's e-Learning courses made accessible on-demand for new employees.
In large projects with a high number of staff requiring training, absences of delegates due to sickness or other work priorities are expected. This was accommodated for by having cleanup sessions for those that had missed part, or all of, the original training sessions.

The Final Say

"I thought the training was delivered very well. The trainer was very clear in their descriptions and gave us ample time to go through each item before moving on. Trainer friendly and approachable. Thanks." - Caroline, 2020

"Very good trainer. Like to be able to follow the training through by doing the same exercise at the same time as the trainer." - Teresa, 2019

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