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E-learning and face-to-face: how to enrich the customer experience?

Nov 3, 2020 9:47:43 AM

Coralie Hebert, Digital transformation manager for 1 year at Schneider Electric France, spoke on January 24th at Learning Technologies about "choosing an LMS to change the way of doing e-learning". This statement can be surprising. However, this choice was made by Schneider Electric to respond to a problem of too many tools and applications, and to propose automated connections. Schneider Electric with the collaboration of Rise Up has added functionalities to its LMS and is working on the implementation of a virtual city. Find the summary of this conference in the video below:


Choosing beyond a simple LMS

 

The first step in Schneider Electric's digital transformation was to choose the basis on which educational tools would be deposited. A benchmark was carried out between all existing LMSs. The goal was to go beyond an LMS platform to deliver a true customer experience. The agility of the Rise Up platform made it possible to take up the challenge and push the limits to work on the Schneider Electric virtual city.

 

Multiplication of platforms and applicationss

 

Today, the problem is the proliferation of platforms and applications to store e-learning on the one hand, administrative documents on the other, or to carry out hot and cold assessments or serious games... Logins and passwords are multiplying. As a result, customers are lost along the way. The complexity lies in finding a platform that brings these elements together: administrative space and LMS platform that meets Schneider's technical constraints.

 

An LMS for classroom training

 

Schneider Electric uses the LMS platform for face-to-face training. This represents 10,000 customers and 2,000 sessions per year in e-learning but mainly in classroom training. Thanks to the Rise Up platform, the company has done away with paper despite a highly technical world that involves complex drawings and note-taking. A computer is made available to each trainee so that he or she can connect to his or her digital campus and take notes at the same time, either individually or shared.

Thanks to the forum, he or she can ask questions, interact with the community and the facilitator or find answers to previously asked questions. The training is not only in the classroom, it is extended beyond, even after the theoretical course is over.

 

Create a virtual city to involve the customer

 

Schneider Electric wants each training course to be connected to each other and to be of interest to the learner. The latter must be able to become aware of the overall effects of his work on the overall activity. The company therefore asked Rise Up to contextualise the training and create a customised virtual city. The latter is made up of industrial, tertiary and residential buildings; the professions on which Schneider Electric is positioning itself.

A customer who registers on the face-to-face platform arrives in his virtual city, chooses his building, his training, and accesses applications such as virtual reality. His activity will have an impact on his virtual city and thus become aware that his work is part of a global approach. Schneider's need for this requires tailor-made work, and the flexibility of the platform and Rise Up's responsiveness make it possible to meet this need.

e-learning et présentiel

 

Customer experience at the heart of the commitment

 

The strategic challenge is the customer experience above all, not to lose it from the moment he is enrolled in training at Schneider Electric. This is possible with a unique login, password and platform. The learner is monitored before, during and after the training. It is available on all media. He can train where and when he wants. For example, on Deezer, it is possible to download his music before listening to it. In everyday life, this is essential. In e-learning, the learner must be able to download the content upstream, follow the training in transport and send the results later.

In connection with Datadock, it is also necessary to check the prerequisites and therefore allow the learner to practice beforehand to know if the training is adequate. On the platform, it is important to be in contact with the customer so that he can complete his e-learning, find his convocation, his certificate... The Rise Up platform adapts to the mobility of Schneider Electric trainees and works continuously to facilitate the response to Datadock criteria.

Schneider Electric and Rise Up are working together to interconnect the tools already in use so as not to change processes and to facilitate digital transformation within the company, the key stage of which is the virtual city.

Rise Up Team

Written by Rise Up Team