Sales Software Simulations

Situation

The AT&T business sales force experienced difficulties in using software to perform sales related functions (e.g. provisioning, contracting, ordering) Evaluation results continuously pointed the fingers on the lack of adequate systems support and training.


Solution

I lead the design of an innovative scenario-based software training certification program. First we identified the top 10 functions performed in three major systems. Then for each system function, we designed a page to include its scenario, process/simulation, diagram flow, resources, and a performance-based simulation assessment. This approach allowed us to provide an effective on-the-job learning resource as well as a new-hire software certification program.


Value

This solution improved new-hire software productivity by at least 40% on their first months on the job. It also reduced errors and issues experienced by existing sellers. Our software training finally received positive reviews and sellers felt confident in accomplishing their tasks.


Awards

ASTD Atlanta Best Software Learning Award (2010)