Transcript of On Running Customer Testimonial Video

[00:24] My name is Agnes Simay. I joined On in 2020 May. My first assignment with the company was to be the training manager during the D365 implementation project. And after that, I moved on to lead the customer service team in Europe.

[00:42] The D3665 implementation for us actually was in situated in the framework of a larger project, which was actually a landscape transformation. After the first ten years of the company, this project was really needed for us to be able to scale up our systems. We didn't only change the ERP system, but we also changed our CRM, our banking tools, our traveling expenses. So, this was a major transformation project also with components of business process redesign and massive change management.

[01:18] We did this project within 18 months, which other ERP projects happen in three years. So, our timelines were stretched with multiple phases. We had two go-lives in 2020 for Europe, North America, and some of the APAC countries. And in 2021, we continued with the APAC countries and Latin America.

[01:42] Our organization hugely benefited from D365, when it comes to scalability. Our old system just didn't support our growth anymore. And with this new tool, we can serve better our customers because when it comes to automation, it helps us to free up our time and focus on adding more value to our customers. And it also allows us to be more analytic, be more driven by data-based decisions, and have better insights into our customer behaviors.

[02:14] Best to give you an idea, we trained more than 500 people only in the first wave of implementation. So the impact of IBI for us was huge. It was simply not foreseeable in our project’s stretched timelines to train people before even testing starts. We also couldn't possibly produce any training material, because our system was a work in progress and only a handful of people knew very well the system - those that were busy with design and discussions with the functional consultants. So, without the IBI content, we had no chance to support or produce material for our trainings and to get our key users ready for the user acceptance test.

[02:56] We had a two-step approach to support this big transformation. And because of the complexity and the change, we decided to first train our employees with IBI, to give them the framework: What is this new system? What is the logic behind it? How does it work? What is the language it’s speaking? Because some of the terms were different in our old system and in the new system. After this, once we had a solid base, we could get our team members into live trainings that were based on our own training material that we had time, therefore, to produce once the systems were up and tested. And we could educate our users more on the to-be processes and on the customized specifics of our new system.

[03:46] We used IBI to enable our key users, prepare them for testing, and also our end users for the daily use. We trained the finance team, supply chain, customer service team, and logistics with this tool. Some teams found the standard IBI content spot on from the beginning - for example, the finance team. Whereas other teams have more integration with other tools more specified customized system, and therefore they had to adapt a little bit the training material.

[04:19] In any way, we could never have trained people in the classic way so quickly and in a remote setup. All that, we have to remember happened during the COVID pandemic. So online work had to be taken to the next level. Having the IBI framework proceed our own live trainings saved enormous time and questions for the trainers before the like training started, but also speed it up the testing process for us.

[04:49] IBI gave us flexibility. Everyone could use it in their own time and pace and expert their skills. So whether the person was visual or learns by hearing or by practicing, IBI had it all. We foster the explorer spirit. So this is one of our values. We really promote self-learning within the company and this tool was perfectly serving this purpose. The platform itself is self-explanatory. Everyone was able to use it without any further onboarding or training needed.

[05:22] As an administrator, I appreciated the fact that I could pull, at any time, progress reports that I could feed to the team leads. So they could follow up on the progress of their team members and see if we are aligned with our planning. It turned the whole experience into healthy competition within the company.

[05:41] Another aspect I really appreciated was also that I was able to adjust the monthly trainee list, very easily. So I could add back or suspend people, depending on their availability. The turnaround time with the IBI team is always very quick. So, in no time, I could adjust the monthly training list.

[06:01] The tool gave our learners a solid overview of the system and good basics to go into the live trainings. They paired it up with practice - meaning they were able to click around in our own customized training environment at the same time as listening to the IBI tool. This gave them confidence and the IBI helped to break up this whole new system into digestible small chunks. So it just brought the whole system closer to their reach.

[06:32] Some of the team leads have reviewed the standard learning paths to better suit the needs of their teams. So, depending on what was the degree of customization for the team, they adapted the video. So we dropped out some of the irrelevant videos from the standard package. We could adapt the learning path to suit the best needs of every team. The changes were made super quickly by the IBI team and we had our own customized learning paths in no time.

[07:04] It's a very accessible and professional team, great business partners. They supported us along this journey operationally. But also, with giving us tips on learning strategy and on the content from Microsoft tips itself. Changes we needed on the platform, they're very easy to communicate on and to get them set up in the system with very short turnaround time.

[07:28] I absolutely recommend for others to use the IBI platform because of the flexibility it provides, because of the relevance of the content, and because of the excellent partnership we built with IBI.