Oracle Customer Service Training in the Product Safety and Testing Industry

Client

CARA’s client is a global independent safety science company offering expertise across five key strategic
businesses: Product Safety, Environment, Life & Health, University and Verification Services.

Challenge

This client planned to undertake a global business transformation initiative. To maintain their position as
the undisputed leader among its peer providers, they had to standardize their internal processes in order to
focus on world-class production and process control procedures, as well as total customer satisfaction.
After utilizing a leading global consulting firm to develop an enterprise-wide implementation of an Oracle-based customer relationship management system, they asked CARA to help them develop cost-effective training for their customer service professionals (CSPs).

Solution

CARA met with the Director of Training to assess and thoroughly understand the client’s needs.
CARA then assembled a team of instructional designers and technical writers that scaled up and
down from one to five consultants, depending on workload. The team designed and developed training
for the CSPs. They conducted interviews with test lab engineers and converted highly technical subject
matter into easy-to-understand training for a non-technical audience. Products covered included:

• Medical diagnostic devices
• Fire protection
• Industrial control equipment
• Plastic components
  

The deliverables for the CSPs included self-paced training that was task-based, discovery-based,
scenario-based and mentor-guided. Mentor training was also developed for the engineers
who were responsible for guiding the CSPs.

Results

This client exclusively partnered with CARA on all training initiatives thereafter, including the launch of the
company’s enterprise-wide resource planning system.

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Instructional Designer/Business Liaison - Bloomington, IL

Learning and Development Project Manager - Bloomington, IL

Senior Instructional Designer - Chicago, IL

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