Sun Microsystems Account CRM Process and Training Team Designs, Develops, and Delivers!

During negotiations with Sun Microsystems to assume responsibility for Sun’s Global Resolution Center Help Desk operations, EDS Client Delivery Executive, Scott Sunderman realized that he had a “training problem.” As he had done in the past, Scott called on the BPO CRM Process and Training Team to deliver. EDS was negotiating with Sun Microsystems to take responsibility for Sun’s Global Resolution Center Help Desk operations, and transition the operations to the EDS Mumbai Shared Services Center. The EDS Mumbai Shared Services Center Agents would need to learn up to 50 new applications and processes, very quickly, to be prepared to take Sun’s Global Resolution Center Help Desk calls. There was, however, no documented training curriculum. Historically, agents had been trained on-the-job, sitting alongside an experienced agent, which often took up to three months. The EDS Client Delivery Executive called on the CRM Process and Training Team for consulting services to conduct a due diligence assessment to determine the scope of the training requirements. Greg Myers of the CRM Process and Training Team conducted a due diligence assessment and made recommendations to the Client Delivery Team. The EDS Client Delivery Team not only requested due diligence assessments be done for other new business opportunities, they asked if the Process and Training Team could design and develop the curriculum for deployment to the Mumbai Shared Services Center, quickly! Without further adieu, CRM Process and Training Team members, Greg Myers and Corey Maddux, began instructional analysis, design, and development and delivered a comprehensive technical training curriculum that allowed the EDS Agents in Mumbai to receive Global Resolution Center Help Desk Training in a fraction of the time that the historical method took, and improved EDS’ ability to repeat the training process and maintain updates through continuous improvement practices. EDS Mumbai Shared Services Center Agents are taking calls and making the grade

According to Vanita Datwani, EDS Mumbai Shared Services Center, “The Sun Global Resolution Center Help Desk operation is one of the larger processes at the Shared Services Centre in Mumbai with a total of 124 full time equivalents, out of which 40 have gone live with handling tickets for 2 processes.” In addition, Datwani said, “The month-to-date statistics look great. EDS is meeting the client expectation during transition phase daily. The Customer Satisfaction Index figures have started to come in and look good. The first ever Sun ticket taken by EDS’ Shared Service Centre in Mumbai was closed and resolved within the specified time frame.” This has been a great collaborative effort that we would like to learn from as new business opportunities become available.

Should you or any of your clients be interested in the consulting services offered by the CRM Process and Training Team, or need future training assessments, instructional design, development, or

delivery, contact Greg Myers for more details.

Look for future articles from the CRM Process and Training team on training, assessments, corporate entrepreneurship, and a positive return on investment.

Contact: Greg Myers Global Learning Program Manager gregory.myers972@att.net Cellular/Text: (469) 516-0949