How your organisation is perceived by customers, contractors and the entire environment depends on the standards that are implemented in the company. It is crucial that employees have access to the same knowledge (i.e., standards, procedures, product information) regardless of the departments in which they are employed or the locations in which they work.
Find out how to achieve this easily by launching an e-learning platform. Make your employees speak with one voice!
- Different standards of customer service within the same organisation – the reasons.
- Build a culture of knowledge sharing – experienced employees as internal experts
- How to deal with dispersed knowledge?
- Knowledge accessible from any device, anywhere and at any time
- How to communicate changes and novelties efficiently?
“Training sessions were held in-house with occasional offsite sessions. And this can be a challenge when it comes to a dispersed teams(…)
Enabling employees to take advantage of training regardless of their location (distributed teams) was the basic idea behind the launch of the system.”
Case study Aplitt
Imagine a situation where customer service standards vary drastically depending on the location or department the customer reach out to.
What could be a potential cause of this?
- Lack of uniform knowledge among employees – e.g., participation in training courses conducted by different people.
- Incomplete training – perhaps a classroom training has already taken place, and the employee has joined the company relatively recently. Maybe the training took place on a day when the employee was on vacation or just couldn’t show up.
- Scarcity of available knowledge – knowledge is stored only in the heads of the most experienced employees.
- There is no place where all the necessary information, procedures or standards are gathered and to which an employee can always return. Transferring knowledge in different forms (via email, through the company’s intranet) creates chaos. Such behaviour impedes access to information and even discourages the search for materials.
- Perhaps there has been a recent update to the standards and this knowledge has not yet reached everyone.
If, while reading the above examples, you thought about your company – go to the rest of this piece. You will learn how to prevent all these problems with online tools.
“With a growing workforce and a distributed structure, finding a system solution became necessary for Onninen (…)
With the capabilities of the Dolineo platform, the management of the training process is much more efficient. In-house training is made available through the system, many training courses are mandatory for all Onninen Group employees. A built-in test wizard helps verify employees’ knowledge after training, and clear reporting facilitates implementation monitoring.”
Case study Onninen
Sharing of knowledge – in-house experts
In many companies, much of the knowledge remains only in the heads of the most experienced employees. Think what happens if one of them decides to part ways with the organisation? The answer, unfortunately, is brutal: all knowledge will leave with them.
How to prevent this? By building a knowledge sharing culture. We always encourage customers to designate internal experts among their employees who will be responsible for imparting knowledge about, e.g., a particular procedure, product or standard. Such a person can be authorised on the platform to design a training path. Then, they will be able to make the training path available to the rest of the organisation without any problems.
Knowledge in a single location
With Dolineo you can share files in various multimedia formats, such as PDF, jpg. or video. Moreover, using the built-in wizards to create training, tests and surveys and with the support of a suite of templates, it’s easy to convey the necessary information in a variety of interesting forms. Each training path can end with a knowledge test. With a powerful reporting module you can track the progress and performance of individual employees in detail.
“The task was to prepare all the materials to enable easy and quick access to them for managers and employees. The system was primarily intended to make it easier to transfer knowledge and verify that employees have familiarised themselves with the materials.(…)
The platform also provides greater control over training delivery and effective verification of knowledge through tests. Built-in reports provide reassurance and a clear picture of the situation in the progress of training and whether someone has read the material. The platform definitely speeds up training processes, increases outreach and gives you better control. Previously, I had to send an email and trust that the girls read it and obtained the knowledge.”
Case study Grupy Familijnej
How to deal with dispersed corporate knowledge? Gather it in one place
Think how familiar these issues are to you:
- some materials (procedures, product brochures, standards) are saved as files on PCs of the individual people who were responsible for compiling them;
- some files were made available in the company’s intranet;
- so far, part of the knowledge has not been written down at all and is only stored in the heads of the employees;
- a person who needs a file at specific moment of time must contact a colleague to request it. So the materials are also circulating in the form of e-mail messages.
Dolineo e-learning platform
These problems don’t exist when you use an e-learning platform. It makes all your files, documents, procedures, brochures and other internal materials available in one system that everyone can access.
In Dolineo, you can create many categories (e.g., products, GDPR procedures, internal procedures, marketing brochures, document templates) in which you can design adequate courses containing the necessary knowledge. You decide which courses a particular employee will have access to. For example, you can make training on GDPR or Cyber Security available to all employees, while you can make marketing brochures available only to people from the marketing and sales department.
“(…) each of the company’s departments – Fulfillment, Customer Service, Sales Support, Audit, as well as Sales – uses the system to communicate information on, e.g., procedures or products to their teams by sharing various types of materials. Periodic tests are also implemented in each department to verify the current knowledge of employees.”
Case study Polenergia
“Classroom training is provided, but such a wide dispersion makes it a challenge to provide all the necessary training and appropriate skill development for all employees. InPost is growing dynamically all the time, and its driving force is people – much depends on their competence and qualification, therefore it is so important to take care of these issues.”
Case study Inpost
Knowledge accessible from any device, anywhere and at any time
Thanks to the e-learning platform, each employee can access the accumulated knowledge at a convenient time and place. What’s more, they can always return to it. In addition, Dolineo is a responsive system, which means it can be used on a PC, a smartphone or a tablet.
The purpose of implementing the e-learning platform was to ensure that all employees, regardless of where they work, have equal opportunities to develop their skills and competencies.
With Dolineo, Aplitt manages to effectively support development of their employees, who can use the platform at any time and regardless of their location.”
Case study Aplitt
Efficiently communicate changes and novelties
How to quickly notify all employees – regardless of their department or location – about new products, legal updates or changes in internal procedures? Many organisations must face this challenge. Also in this case Dolineo comes to the rescue. Share new material or send an update message to the entire team with a single click. Thanks to reports, you will see who has already familiarised themselves with the new content. You will be able to send a reminder email from within the system to those who have not yet done so. Gain confidence that everyone is up to date with the latest knowledge!
“It’s easier and more convenient for me to reach everyone in a short period of time. I upload new training materials to Dolineo, send a notification, and everyone can get acquainted with it at their convenience. Updating our offerings or communicating important information has become much faster.”
Case study Grupy Familijnej
“In addition, the company also faced the challenge of quick and efficient communication of product changes and verifying knowledge on new products on an ongoing basis, given an ever-increasing number of salespeople.”
Case study Polenergia