case study

Business Case Study

Low cost, ILT (Instruct Lead Training) of a large number of front line and delivery staff of one of the fastest growing e-commerce companies in the world
An e-tailer giant that offers a wide array of products across various categories including fashion, footwear, electronics, accessories, home appliances, books, child care products, cosmetics and a wide variety of other products. This is e-tailer giant has created a platform for easy and effective online transactions with the only face-face interaction being the point of product delivery to the customers. The client wanted to improve the overall customer satisfaction through better trained front line staff.

These front line people were spread across the length and breadth of India and numbering over 10,000. The front line staff was required to be groomed to handle the product delivery process to the customers and ensure that they presented themselves in a pleasant manner and handled queries and completed the billing process with the least amount of inconvenience to the customer, making it a great on-line shopping experience.
The biggest challenge for the client was identifying low cost training facilities across various locations in India and more importantly enlisting Trainers who could be quickly certified in the company process and deployed for training.
Using our huge database of Trainers in and identifying appropriate low cost hotel and no-hotel venues, through our portal we were able to
suggest to the client over 50 Trainers suitable for the identified
need, and who could train in English and the local language
More importantly could provide the client a gamut of options for training facilities in Metro and non-Metro locations.
In under TWO months, the team working in tandem with the client system and their internal team was able to ensure that close to 2500 front line people were trained various parts of the country, including Hyderabad, Chennai, Delhi, Bangalore, Coimbatore, Ludhiana, Chandigarh, Goa and other locations.
This mammoth coverage and providing close to 20,000 Manhours of training was achieved by using a mix of Client trainers and Trainers identified by SMT and certified by the client.
Not only was the client able to achieve the numbers required in terms of coverage and man-hours of training, they were able to do it all in their targeted budget of under USD 10.00 /person/day. The client
Delighting the client has enabled SMT to work now with them to scale the operations during the next financial year, and plan for a coverage of over 10,000 people (and close to 100,000 man-hours training) over a 12 month period.


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