Hewlett-Packard's Online Training Programs Translates Into Happy Customers
June 30, 2005
In the six months that the HP Support and Service training online program has been operational, customer satisfaction is improving. The training site developed by Via Training, a Portland, Ore.-based company, was specifically designed for in-store ...
In the six months that the HP Support and Service training online program has been operational, customer satisfaction is improving. The training site developed by Via Training, a Portland, Ore.-based company, was specifically designed for in-store technicians that are responsible for servicing HP retail customers.
Employees are jumping on the bandwagon of improved service as demonstrated by the 250% increase in online course registration. In addition to service alerts and manuals, the program teaches ways to communicate better with customers.
There is a strong sales benefit as well. Better educated sales people can cross-sell and sell add-ons. "Our recent in-house study on channel effectiveness found that participants completing at least 30 minutes of online sales training per week were over five times as likely to cross-sell products, achieve up-selling outcome 35% more often, and achieve add-on sales 41% more often", explains Bruce Carocci Senior vice president marketing and sales, Via Training.
On the cost reduction side, Via Training has found that online sales training produces its own set of savings including:
Insights on the ongoing evaluation and improvement of processes, including benchmarking data to make manufacturing operations work better.
Daily Headlines - Morning Edition
The latest manufacturing news headlines, market updates, features & discussions delivered directly to your inbox each morning.
Daily Headlines - Afternoon Edition
The latest manufacturing news headlines, market updates, features & discussions delivered directly to your inbox each afternoon.
Leadership Insights
Current events, past triumphs, and upcoming challenges at the most efficient and most profitable manufacturing companies.
Manufacturing Technology
The latest technologies and how they're impacting manufacturers, from hardware to IT and everything in between.
Supply Chain Insights
Co-produced between IndustryWeek and Material Handling & Logistics, this newsletter features the latest supply chain news and information, focusing on technology and best practices.
Workforce Watch
News, trends, strategies and best practices related to labor and workforce management.
Quick Manufacturing News
This cross-publication newsletter features a broad range of news, discussions, and new product content produced by Endeavor Business Media's manufacturing properties.