TNT Express deploys VOIP support system
Benefits summary
- Minimising cost of support and training for desktop migrations
while maintaining high levels of user productivity
- Enable high levels of customer satisfaction through
the effective use of
desktop procedures and applications
About TNT Express
TNT Express provides business to business express
delivery services, including ondemand,
time-definite and day-certain door-to-door delivery
services for documents,
parcels and freight. The company was established
in 1946 and is now a global
service between more than two hundred countries.
National express delivery services
are also provided in many of the major countries
in Europe, Asia and Australia. TNT
employs more than 45,000 people and has a fleet
of 43 jet freighter aircraft, 18,000
road vehicles, 1,000 company owned depots and
numerous state -of-the-art sorting
centres. Web site: www.tnt.com
Requirement
TNT Express Netherlands is undergoing a number
of IT developments within
consequences for many processes with the company.
Current IT projects include a
Voice over IP switchover, Lotus Notes 6 implementation
and a migration to Microsoft
Office XP from Office 97, each bringing a demanding
requirement to develop new
skills right across the workforce.
TNT Express was looking for a better way to help
its workforce get to grips with its
new systems and processes quickly and easily
and that also provided a method of
sustaining the skills once they were in place
thereby minimising future desktop
support overheads.
TNT Express’ various technology developments were planned with a
phased
implementation – to take place over an extended period of time – so
particular care
had to be taken to avoid the potential disruption
that many small amounts of training
could cause to the everyday business of the company.
A self-paced learning solution
was envisaged that would be available to users ‘on demand’,
at the point of need
and unrestricted by users having to attend
and remember the skills from, many live
training events over an extended period.
Solution
TNT Express chose the LearningGuide performance
support application as a way of
delivering and maintaining its evolving desktop
learning and support needs. With
LearningGuide, TNT Express employees quickly
develop or refresh, the right
knowledge just when they need it, without having
to take entire training courses or
try to find out answers to desktop queries by
repeatedly disrupting colleagues for
support assistance.
TNT Express’ LearningGuide contains support for its Lotus Notes
applications and
several customer-specific, widely used
company processes – such
as procedural
instructions about e-mail and communications
policies and TNT Express’ new voice
over IP telephone system.
E-signs, e-mails containing quick instructions
about new processes and application
features, are used to notify users of useful
features within their desktop
environment, new functions and their knowledge.
Each e- sign contains a quick
explanation of the new function and a hyperlink
to the respective learning object
within LearningGuide.
TNT Express’ LearningGuide: TNT Express staff are able to quickly
resolve desktop and
telephony queries while remaining
at their desk, without having to attend numerous
live
training events – minimising the desktop support burden felt across
the company.
Business impact
TNT Express’ LearningGuide has secured a series of fundamental benefits
for the
organization:
- A successful migration
to the new technology was achieved for a fraction
of the
learning time, cost and support resources usually
associated with such projects
- TNT Express has been able to introduce
its new technologies quickly and realise
the benefits of those technologies without experiencing
any dip in end user
productivity
- LearningGuide has changed
the way that the workforce learns about
their new
technology and is expected to deliver sustainable
skills development on future
migrations and further TNT Express
technology advancements.
Interested?
For further information, please contact:
telephone +31 73 692 1
692 or e-mail: info@learningguide.co.uk
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