Real Results Report In Training

Transcription

1 Real Results Report In Training WebEx Communications Inc Freedom Circle, Santa Clara, CA 95054, U.S.A. Corp.: Sales: WP US

2 Introduction Want to see WebEx at work? The Real Results Report in Training takes you step-by-step through WebEx deployments at Ciena (Linthicum, MD), New Century (Irvine, CA) and Fidelity Information Services (Jacksonville, FL). Read how all three companies have applied WebEx Training Center to solve the real-world challenges associated with scheduling, producing, and attending in-person training sessions. You ll also learn how to turn elearning into a functional and costefficient reality for your business as well. Like these customers, you could be using WebEx today to: Read how these three WebEx customers now use online training to reach more students in less time with fewer resources. In fact, one company trained over 5000 global staff members with only five trainers, while the other company reached 68 retail offices with onlly two trainers in just three short weeks. Leverage highly scalable distance learning technology to reach many sites and users simultaneously. Create and deliver more compelling multimedia training content. Build greater interaction capabilities into educational sessions. Improve productivity for students and trainers alike by dramatically shortening time commitments. Teach presenters more dynamic ways to interact with online audiences. Use archive and recording capabilities to coordinate convenient make-up sessions. Drastically reduce the costs associated with venues, travel, and administration potentially as much as $350,000 for a single training program. Provide hands-on experience to remote participants who need to work with local equipment. Read the Real Results Report in Training and take your first step toward engaging new customers today. 2

3 WebEx Customer Success Story WebEx gives us a worldwide presence without having to open up global training facilities. Lee U Ren, Training Delivery Manager Ciena expands training offerings with WebEx to meet customer demand. INDUSTRY High Tech WEBEX APPLICATIONS WebEx Training Center SUMMARY Ciena needed an efficient way to train its customers on the Company s frequent technology upgrades. Using WebEx Training Center, Ciena developed online courses and workshops that simulate a lab environment, providing hands-on experience to remote participants who need to work with the Company s equipment. WebEx enables Ciena to offer frequent refresher courses for the first time and deliver full training programs to globally-distributed enterprises on demand. As a result, WebEx trainings have improved productivity and reach for Ciena s global customers and instructors. ABOUT Ciena Line of Business High-performance networking solutions and services Headquarters Linthicum, MD Number of Employees 1683 Target Markets Telecommunications and cable service providers, large enterprises, R&E institutions and government organizations WebEx Customer Since 2006 Ciena specializes in network platforms, software tools and professional services for practical transition to next-generation networks. Integrating expertise in optical, access and packet networking, Ciena enables the delivery of more services faster, transforms the network cost base, and improves the end-user experience. Ciena s customer base includes two-thirds of the world s largest telco service providers, seven of the top 10 cable MSOs, global 2000 enterprises in finance, retail and healthcare, federal, state and local government agencies, and research and education institutions and consortia. The Challenge In 2006, Ciena wanted to find a better way to keep its customers up-to-date on the Company s most current technology developments. To ensure our customers get the most value out of our solutions, we frequently need to train them on new releases and products, says Lee U Ren, training delivery manager for Ciena. However, many customers did not want to incur the time and cost to travel to Ciena s facilities to receive refresher trainings. Our customer base consists of technicians and engineers who serve critical roles in maintaining telecom and data centers, so taking time to complete half a day of in-person training when we introduce a new set of features is just not feasible. Therefore, our customers began requesting remote training, he explains. As a result, the Company decided an online training solution that could simulate a lab setting would be a practical and efficient training option. The Solution Ciena trialed WebEx and evaluated several other online training solutions. We needed a solution that would enable our customers to log in to our network equipment, run the software, and perform a variety of exercises. WebEx was the only vendor that provided this capability, says U Ren. WebEx s well-known brand name was also a factor in Ciena s decision. Our customers were already familiar with WebEx and were comfortable using it, he adds. Using WebEx Training Center, Ciena was able to make training upgrades easily accessible to its customer base for the first time. Thanks to WebEx, we now provide two- to three-day online training courses consisting of PowerPoint presentations combined with hands-on workshops, says U Ren. Instructors present information that explains every aspect of our networking equipment, including provisioning, installation, and general functionality. Utilizing the Hands-on Lab feature within the WebEx Training Center, customers can perform various exercises designed to give them practical experience working with Ciena s equipment and troubleshooting common problem scenarios, all from the convenience of their own offices. Hands-on Lab enables students to gain an in-depth understanding of our products so they can resolve problems on their own, says U Ren.

4 To meet deployment timelines, some global customers request that Ciena deliver its full-length five-day training through WebEx. In these cases, it s not unusual for us to have students from one company located in various geographically widespread sites from San Francisco to London, Sweden, and Hong Kong, added U Ren. Ciena also uses Training Center internally, in addition to delivering full training courses to customers. We use WebEx to provide our own technical support staff and sales engineers the same training we offer customers, says U Ren. Furthermore, Ciena uses WebEx polling and testing capabilities throughout the training sessions to ensure students are processing the information the instructors deliver and to gauge overall training satisfaction. The Benefits WebEx enabled Ciena to expand its training offerings and meet a broader range of customer needs. WebEx has given us the flexibility to offer trainings to class sizes as small as two students, explains U Ren. In addition, the convenience of WebEx trainings has increased productivity for both Ciena customers and instructors. Our customers don t have to worry about depleting their resources by sending multiple technicians and engineers from critical control centers to in-person trainings. WebEx makes it possible for them to receive training right from their desks, says U Ren. Futhermore, WebEx also optimized Ciena instructors efficiency, enabling them to reallocate time normally spent on travel to teach more courses online. WebEx supports Ciena s global business model, optimizing training resources while increasing worldwide reach. With WebEx, we now provide customers training on a global scale even on short notice accelerating their mission-critical deployments, says U Ren. Ciena s U.S. headquarters in Linthicum, MD handles training for the Americas as well as Asia-Pacific territories, while its London office provides instruction for all of Europe, the Middle East, and Asia. WebEx gives us a worldwide presence without having to open up global training facilities, U Ren adds. Our customers don t have to worry about depleting their resources by sending multiple technicians and engineers from critical control centers to inperson trainings. WebEx makes it possible for them to receive training right from their desks. Lee U Ren, Training Delivery Manager HIGHLIGHTS WebEx enables Ciena to offer frequent refresher trainings and address a wider range of customer needs. The convenience of WebEx trainings increases productivity for both Ciena customers and instructors. WebEx supports Ciena s global business model, optimizing training resources while increasing worldwide reach. CORPORATE HEADQUARTERS: WebEx Communications, Inc., 3979 Freedom Circle, Santa Clara, CA USA Tel: Fax: WebEx Communications, Inc. All rights reserved. All other trademarks are the property of their respective owners. WebEx and the WebEx logo are registered trademarks of WebEx Communications, Inc. SS US

5 WebEx Customer Success Story With only two trainers,the Retail Branch had to train employees in 68 national offices. Under the old way of flying out to the offices and conducting in-person training, it would have taken months. With WebEx, we were able to train everyone in just 3 weeks time! There s no way it could have happened without WebEx Training Center. Sandy Kennedy Zachman, Corporate Training Manager New Century saves time and money with WebEx Training Center. INDUSTRY Financial services WEBEX APPLICATIONS WebEx Training Center SUMMARY New Century significantly accelerated a key system rollout using WebEx, launching in three weeks instead of six months. New Century trainers now present interactive, multimedia sessions to thousands of users across the country, simultaneously, eliminating travel and downtime. About NEW CENTURY FINANCIAL CORPORATION Line of Business Specialty mortgage company Headquarters Irvine, CA Number of Employees Approximately 3300 Target Market Commercial and consumer markets WebEx Customer Since 2003 New Century is a leading specialty mortgage banking company with five divisions: Retail Branch, Wholesale, Commercial, Retail Central, and Anyloan. The company specializes in nonprime loans for customers that do not meet the guidelines of a prime lender. New Century is growing rapidly nationwide and currently has 68 retail branch offices and 19 regional processing centers located in 29 states. The Challenge In April 2003, New Century s retail division migrated its 68 branches to a new loan system called LoanTrack2. This system required a rapid division-wide rollout to train each retail office on LoanTrack2 within three weeks. In the past, the company staggered new system launches like this, as corporate trainers traveled across the country training staff on the new system. But this typically required up to six months of travel and time out of the office. New Century needed a solution to increase the productivity of its training efforts immediately and put its two retail trainers in 68 places in a short amount of time. The Solution New Century chose WebEx Training Center to deliver live, instructor-led training to all their dispersed locations over the Web. The Training Center turnkey elearning solution enabled New Century s trainers to prepare their LoanTrack2 instructional materials and deliver them to multiple offices simultaneously. WebEx multimedia capabilities supported the presentation of complex system views and application demos in an easy-to-use, interactive format. Now, the company s trainers more productively engage with, and consistently train, employees all over the country. The Benefits With WebEx Training Center, New Century rolled LoanTrack2 out in time to meet its three-week deadline. The company not only achieved cost savings by avoiding up to six months of travel, the trainers avoided long periods away from home and office, keeping them productive. The added time in the office also enabled the trainers to present additional curriculum, rather than one type of class at a time. The company can now deliver more training in less time, at a significantly reduced cost, throughout the organization. The Future WebEx Training Center is also proving invaluable to New Century as they grapple yearly with myriad new compliance regulations. The company will implement a strategic training initiative to prepare its staff for significant changes in the Home Mortgage Disclosure Act (HMDA), as of January Because the ramifications for non-compliance are so severe, every staff member must understand changes and updates to these requirements. In total, New Century plans on training approximately 2,300 people to prepare for the changes, an initiative they believe could not be accomplished without the multimedia capabilities and real-time interactivity of WebEx Training Center. CORPORATE HEADQUARTERS: WebEx Communications, Inc., 3979 Freedom Circle, Santa Clara, CA USA Tel: Fax: WebEx Communications, Inc. All rights reserved. All other trademarks are the property of their respective owners. WebEx and the WebEx logo are registered trademarks of WebEx Communications, Inc. SS NC 0406 US

6 WebEx Customer Success Story We not only needed a solution that provided the flexibility to easily use all these training tools, but also the bandwidth to deliver them. Keith Resseau, Manager of Learning Technology Fidelity s training department saves $350,000 on one program with WebEx Training Center. INDUSTRY Financial services WEBEX APPLICATIONS WebEx Training Center SUMMARY A WebEx customer since 1999, Fidelity has built a sophisticated, well-received distance learning program for partners and staff that optimally blends power and ease of use. About FIDELITY Line of Business Application software, information processing management, outsourcing services, and professional IT consulting Headquarters Jacksonville, FL Number of Employees Over 4000 worldwide Target Market Commercial and consumer markets WebEx Customer Since 1999 Fidelity Information Services, a division of Fidelity National Financial, with clients in more than 50 countries and territories, provides application software, information processing management, outsourcing services, and professional IT consulting to the financial services and mortgage industries. Its services include core banking applications, retail and consumer lending and servicing solutions, commercial lending, and mortgage lending and servicing solutions. Fidelity Information Services has over 4000 employees located around the globe. The Challenge Fidelity s training group was charged with providing employee training to over 5000 Fidelity staff members worldwide. When the company reduced the employee training staff from 26 to just 5 trainers, implementing an online learning solution became a matter of survival. According to Keith Resseau, Manager of Learning Technology and a three-time Training Top 100 award winner, We had to meet the needs of our business partners in a cost-effective way flying people around just wasn t feasible anymore. As an early adopter of virtual classroom delivery, Resseau understood that a distance learning solution was a critical component they needed to build into their system if they wished to avoid flying every employee into their central office. Resseau endeavored to create a home-grown Learning Management System (LMS) that leveraged a blended learning environment with a solid online training capability. The Solution Fidelity had used a variety of online training solutions in the past, but Resseau adopted a solution currently in use by Fidelity for corporate communications: WebEx. Incorporating WebEx Training Center, we designed a very sophisticated LMS that operates in conjunction with our Learning Content Management System (LCMS) says Resseau. Think of this as a giant 3-ring binder that holds all the tools we wanted to train with web pages, flash content, quizzes, hyperlinks, applications. We not only needed a solution that provided both the flexibility to easily use all these training tools, but also the bandwidth to deliver them. WebEx served the training department s needs. Critical to the success of the team s LMS was corporate support. To demonstrate how online training could meet their training needs, Resseau took the bull by the horns and started producing WebEx demos for various managers in the company to showcase the solution s capabilities. Resseau also took care to gain support among the training staff, most of whom had little experience with online training. They were given lots of time to practice and develop their own Training Center presentations and experiment with the product s powerful tools. This allowed the trainers to become very comfortable with the online classroom and to be very creative with Training Center capabilities. By the time our staff was ready to begin running employee and partner trainings, says Resseau,

7 When we conducted our first virtual class back in 1999, we were able to realize an ROI of $20,000 over the cost of a live training. This year, we increased that amount to $350,000 return on just one of our programs. Keith Resseau, Manager of Learning Technology they were very proficient with the delivery method and in designing interesting content that was compelling and held the interest of the student. Fidelity also took great care to prepare their potential students for success. Resseau s team began offering orientation trainings to allow their customers to see how WebEx worked, ask questions, try things out, and get comfortable before they even had their first training. This allowed the students to ask as many questions as they needed to without it being disruptive to an actual training session. The Benefits The power of the WebEx solution has brought Fidelity s training capabilities to an entirely new level. We began to think about how this technology let us enhance how we presented, says Resseau. We didn t just want slide after slide of PowerPoint. We knew that if we wanted to keep our students engaged, we had to use the same tactics we would if we were teaching a live class. The training team began to incorporate video, graphics, and photos, and to build-in collaboration and interaction using Training Center breakout sessions, hands-on labs, polling, and discussion capabilities. Fidelity s classes are now delivered in a cost-effective, blended style in which instructors lead classes but students interact with each other, break out into separate discussion groups, follow hyperlinks to other Web resources as needed, or review archived WebEx trainings on demand, from an easily accessible online solution. Fidelity s hard return on its LMS with WebEx investment has been enormous. According to Resseau, When we conducted our first virtual class back in 1999, we were able to realize an ROI of $20,000 over the cost of a live training. This year, we increased that amount to $350,000 return on just one of our programs. The team anticipated they would save money on travel costs, but Fidelity Staff began to speak and solve problems together, even though they had never actually met face-to-face in the classroom. Keith Resseau Manager of Learning Technology has found that they also created savings in ways they didn t expect. For example, leveraging guest speakers for a series of financial management classes and encouraging students to follow up with financial staff at the employee locations resulted in cutting time out of the company s budgeting cycle, and the Training Center classes also resulted in increased collaboration between employees located thousands of miles apart. Staff began to speak and solve problems together, says Resseau, even though they had never actually met face-to-face in the classroom. HIGHLIGHTS Fidelity trainers have leveraged WebEx functionality and built-in collaboration tools to design and deliver engaging, media-rich presentations that work in conjunction with its Learning Content Management System. Fidelity s multimedia training approach using WebEx has enabled the company to reproduce a live classroom experience while realizing an ROI of over $350,000 for just a single program. As a result of implementing WebEx, Fidelity has reduced its budgeting cycle, and increased employee collaboration to resolve issues. CORPORATE HEADQUARTERS: WebEx Communications, Inc., 3979 Freedom Circle, Santa Clara, CA USA Tel: Fax: WebEx Communications, Inc. All rights reserved. All other trademarks are the property of their respective owners. WebEx and the WebEx logo are registered trademarks of WebEx Communications, Inc. SSFIS 0406 US