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ServiceIQ 
Automated trainee learning and engagement

ServiceIQ provides training frameworks that help upskill more than 20,000 employees across New Zealand, from owner-operators to large multinational organisations.

Many organisations, including McDonald’s, require employees to complete a minimum entry-level food safety qualification to maintain appropriate standards. However, trainee employees may be reluctant to complete their qualifications if they believe they won’t remain in the role for long.

My role was to work with Customer Service and Training Advisors to develop a customer journey framework that kept trainees engaged, informed and motivated throughout their qualification.

As a result, we reduced entry-level non-completions from 3,000 to 2,000, decreasing the non-completion rate from 60% to 40%. This contributed to a more productive and safer workforce for employers and trainees alike.

serviceiq.org.nz

Responsibilities:

• Worked with Industry Engagement team to scope requirements for communication to trainees. 

• Develop trainee customer journey framework. 

• Copywriting for engagement touchpoints. 

• Work with CRM developers and Customer Service Team to automate journey’s in Microsoft Dynamics. 

Results:

• Reduced the amount of trainees that did not finish qualifications.  In entry level courses - reducing from 60% to 40%. 

• Trainees more informed when to submit assessments. 

• Less follow up required from Training Advisors to complete qualifications. Meaning they can spend more time on other business opportunities.