Impact Learning Systems

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Success Stories

Suc­cess Sto­ries & Case Studies


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Cus­tomer Ser­vice Train­ing (non-technical)

SCCPS Success Stories

Improv­ing the Cus­tomer Experience

Results were as follows:

  • Response times for the Busi­ness Ser­vice Cen­ter at Chicago Pub­lic Schools improved to 92%, from a 24-hour response to same day response. And response times for esca­lated calls decreased from 3 days to next day. The BSC went from being an unranked depart­ment to the 3rd best unit out of 24.
  • Response times for the pay­roll ser­vice team improved from 37% to 88%, and their first call res­o­lu­tion now aver­ages 94%

SCBCBS Success Stories
SCNetezza Success Stories
SCSprint Success Stories


Cus­tomer Ser­vice Train­ing for Tech­ni­cal Support


Impact Clients Success Stories

Global Cus­tomer Expe­ri­ence Improvement

Through train­ing, rein­force­ment, and hard work, Bro­cade set out to accomplish—and ended up achieving—their global, shared goal to pro­vide a con­sis­tent, mem­o­rable cus­tomer expe­ri­ence across sites, teams, orga­ni­za­tions and tech­nolo­gies. Brocade’s new global strat­egy and con­sis­tent sup­port method­olo­gies
resulted in achiev­ing cus­tomer suc­cess and enabling cus­tomer loy­alty. Three months after train­ing, the fol­low­ing areas reported these suc­cess­ful metrics:

  • US Cus­tomer Sat­is­fac­tion (CSAT) improved 33 percent
  • Europe POA Improved 90 per­cent to 99 percent
  • APAC FCR rate decreased over 50 percent

SCTeletracking Success Stories
SCCorptax Success Stories
SCHP Success Stories


Cus­tomer Ser­vice Train­ing for Field Service


SCMotorola Success Stories

Improv­ing Cus­tomer Sat­is­fac­tion & Res­o­lu­tion Rates

The analy­sis shows a 10% rise in cus­tomer sat­is­fac­tion and 56% improve­ment call res­o­lu­tion rates.”
– Jen­nifer Edwards, Train­ing Pro­gram Manager

“We couldn’t be hap­pier with the results. The TSIA and Impact helped us sur­pass our ser­vice com­mit­ment goal to our cus­tomers.”
— Mike Hor­ton, Senior Director

SCOlympus Success Stories
SCThermoFisher Success Stories
SCComptia Success Stories


Tele­phone Sales Training


SCAmericanHomeShield Success Stories

Improv­ing Sales Con­ver­sions

The three depart­ments that had com­pleted train­ing for rep­re­sen­ta­tives and man­agers showed the fol­low­ing improve­ments three months post-training:

  • Con­sumer and IB Renewals: Sales con­ver­sions increased 58%
  • Renewals: Sales con­ver­sions increased 30%
  • Lead Gen­er­a­tion: Sales con­ver­sions increased 27%

SCValmont Success Stories
SCLaOpinion Success Stories


Live Chat & Email Eti­quette Training


SCAscom Success Stories

Improv­ing Pro­duc­tiv­ity and Com­mu­ni­ca­tion Skills

The pos­i­tive reac­tion to the pro­gram and exten­sive man­age­ment rein­force­ment resulted in the TEMS busi­ness unit beat­ing their goal of 3.9 and achiev­ing a cus­tomer sat­is­fac­tion score of 4.1 seven months after train­ing was com­pleted. One year later, the score had increased to 4.19, a 20% improvement!

SCWKU Success Stories


Call Cen­ter Coaching


SCIEHP Success Stories

Increas­ing Call Qual­ity Scored with a Coach-the-Coach Program

The rep­re­sen­ta­tives report­ing to the super­vi­sor who received coach­ing from Impact Learn­ing Sys­tems and the depart­ment man­ager scored 37.5% higher on their mon­i­tor­ing forms than did rep­re­sen­ta­tives from other teams.

SCMcKesson Success Stories
SCTeleTracking Success Stories
SCCorptax Success Stories


Cus­tom Training


SCSun1 Success Stories

Improv­ing Cus­tomer Communication

Sun mea­sured the impact of the train­ing by com­par­ing cus­tomer sat­is­fac­tion sur­veys before and after the pro­grams. The analy­sis demon­strated a 30% improve­ment in cus­tomer per­cep­tions of Sun’s com­mu­ni­ca­tion skills, which is a key dri­ver of the over­all cus­tomer experience.

SCSprint Success Stories
SCWKU Success Stories