Enterprise CRM Transformation: Enabling 15,000 Client-Facing Employees
Discover how hands-on, simulation-based CRM training enabled 15,000 employees to adopt new systems faster with minimal operational disruption.
Challenges
A global financial services firm invested more than $50 million in a new CRM platform for its 15,000 client-facing employees.
Leadership was concerned that low adoption could undermine the investment, disrupt daily workflows, and negatively impact client relationships during the transition.
Solution
RWS developed a hands-on, software simulation-based eLearning program that allowed employees to learn the new CRM by performing their actual job tasks in a simulated environment.
The program mirrored the live software, guiding users through key workflows with interactive prompts and immediate feedback, delivered in bite-sized modules.
Results
The hands-on approach enabled employees to quickly build practical system proficiency.
The company achieved rapid CRM adoption across its global workforce while minimizing operational disruption.
By aligning learning with real workflows, RWS helped maximize the value of the firm’s technology investment.