Customer Care Case Study - Walkgrove by wuzhenguang


									Customer care
We were engaged by Avis Europe to assist them in
the development of four modules covering Car Pick
Up, Car Return, Monthly Rentals and Administration.
Working from rough course layouts originally created
by Avis France, we then had to create an engaging
storyboard featuring the experiences of various
customer characters to allow Avis rental-station
based employees to understand not just a simple
hire transaction, but what to do in almost every
situation they might encounter.
Avis’s ambitious e-learning suite features an
animated car dashboard learning interface that
highlights when and how Avis’s values and principles
are demonstrated within the content, and uses fully
animated cartoon-style narrators and characters. An
immovable European roll-out date meant that it was
imperative we got up to speed with Avis’s processes
and storyboarding protocols in as little time as
Interspersed within the procedural e-learning,
separate system simulation modules were needed to
allow Avis employees to practise dealing with likely
customer scenarios using the proprietary applications
- Wizard and Merlin. Working from rough captures
created by Avis France and then translated into
English, we used Adobe Captivate to produce self
contained interactive system simulations that guided
the learner though each situation, giving less
guidance as the learner became more familiar with
each process. Between six and fourteen simulation
modules were needed per storyboard.
We subsequently applied technical changes to all
system simulation modules for all eight elements
of the common curriculum from feedback
collated from Avis Europe’s reviewing panel,
developed and delivered a two-day classroom
based Captivate training course for key
European staff and delivered online training and
telephone-based support.

 “I just wanted to thank you for your help. I have
   been impressed with your thoroughness and
          positive, professional attitude.”

              Our quality and experience is recognised formally through the frequent
              winning of prestigious National Awards. Most recently, we are proud to have
              won the E-learning development company of the year 2011, Silver Award.

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