cUSTOMER JOURNEY mAPPING

ServiceIQ 
Automated trainee learning and engagement

ServiceIQ provides the training framework to help upskill over 20,000 employees across New Zealand, from owner-operators to large multinationals.

Many organisations, like McDonald’s, require employees to complete a minimum entry-level food safety qualification in order to maintain good standards. The problem is that trainee staff often don’t want to finish qualifications because they don’t believe they will work there very long.

My role was to work with the Customer Service and Training Advisors to develop a customer journey framework so trainees were engaged and informed throughout their qualification.

We successfully reduced entry level non completes from 3,000 to 2,000 (60% to 40%). Resulting in a more productive and safe workforce for clients and trainees alike.

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.