Information Experts

Nextel

The Client

Telecommunications powerhouse Nextel, the nation’s leading provider of fully integrated all digital wireless service.

The Engagement

Nextel was faced with one of the largest software migrations in their history, a 9-month overhaul of their enormous billing system. As the old system made way for the new, of course, it was critical that no technical functions be disrupted.

To make the successful transition, Nextel required training for all employees (nationwide) involved in any aspect of billing, customer care, or sales. Nextel asked Information Experts to design and develop engaging, media-rich web-based and instructor-led training that would enable employees to learn the skills needed to use the new software and continue work without significant downtime.

We developed and delivered:

• Instructor-led training documentation, including instructor guides, student presentations, and related job aids.
• Web-based training to provide a general overview of the billing system and an understanding of the new software’s graphical user interface (GUI).

The Results

Nextel was very satisfied with our work. The training material promoted such high retention that staff were able to perform tasks efficiently from the first day the new system went live. Further, absolutely no negative productivity impact was experienced. Our follow-up training satisfaction survey to all training subjects indicated an outstanding 4.7 mark on a 1-to-5 scale.

Objectively, IE’s training solution achieved the following for the first year of use:

• $7.5 million in business retention
• $4 million in employee productivity savings
• $.5 million in reduced trainer costs
• $12 million total in productivity savings and increased revenue (5x the overall cost of the training)