Company: IBM, Armonk, NY
Company Description: IBM is a leading provider of global hybrid cloud and AI, and consulting expertise. IBM helps its clients capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. IBM's breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and consulting deliver open and flexible options to its clients.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Business Services Industries
 Nomination Title: UpSkilling with a Focus on Execution Accuracy and Efficiency
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 172 words used.
IBM Quote to Cash (Q2C) is the backbone of IBM’s transaction lifecycle, managing critical processes such as quotations, proposals, contracts, billing, invoicing, collections, and compliance. Recognized as a trusted partner to IBM’s global sellers and business partners, Q2C delivers exceptional support across multiple portfolios, including Cloud Platforms, AI Applications, and Consulting Services.
To further enhance operational excellence and service continuity, IBM Q2C launched an intensive training program aimed at rapidly upskilling new support professionals. The program’s goal is to enable individuals to quickly acquire the process knowledge and relevant skills necessary for delivering accurate and reliable service. With a focus on mission enablement, the program was designed to build a new cadre of experts capable of managing a diverse set of critical support processes with precision and speed.
Key objectives of the training program included:
- Accelerating the ramp-up and skills development for new support personnel.
- Standardizing processes and workflows for improved operational consistency.
- Enhancing service reliability and cycle times to support sales and operational targets.
- Achieving significant cost efficiencies through process optimization.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
A comprehensive 9-week curriculum was developed, combining live, self-paced sessions, and hands-on exercises, covering five key areas:
- Systems and tools for managing daily tasks
- Efficient contract management
- Billing and invoicing processes
- Dispute resolution best practices
- Project management fundamentals
The meticulously planned training resulted in a fully operational team immediately upon the training completion, achieving exceptional quality of support and productivity metrics.
The project delivered significant operational and financial benefits, including:
- Accelerated Onboarding Through Buddy System: The buddy system significantly reduced the learning curve, contributing to faster achievement of 100% process execution accuracy. This initiative helped with a lowering onboarding time and enhancing overall efficiency of rapid skills transfer.
- Operational Efficiency: A significant reduction in cycle times was observed, accelerating response times and enhancing overall process efficiency.
- Revenue Impact: The upskilled team supported additional revenue generation during peak periods by enabling faster turnaround on high-value transactions.
- Cost Savings and Productivity: The training program drove measurable cost efficiencies with optimizing resource allocation and reducing errors. Over 620 hours saved annually through streamlined processes and reduced handoffs.
- Learning and Development: Participants completed a total of 836 learning hours, reinforcing their competencies with a robust and accessible learning plan. The program’s success is evidenced by the team’s rapid transition to independent, high-quality support operations without service disruptions.
These outcomes underscore the transformative impact of IBM Q2C’s training and upskilling program, setting a new standard for operational excellence and customer service within the technology industry.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 139 words used.
IBM Q2C demonstrates its commitment to operational excellence through an innovative, intensive training program that upskilled a new cohort of support professionals under demanding timelines.
This initiative was vital to delivering high quality service and driving business performance in a rapidly evolving market. The program’s rigorous design—combining live sessions, self-paced learning, and hands-on exercises—enabled new team members to quickly master critical operational processes, achieve 100% accuracy, and reduce cycle times significantly. With over 38 hours of structured content and a centralized learning repository, the program addressed key skill gaps while standardizing best practices across the organization. The success of this program is reflected in measurable outcomes, including substantial time savings, additional revenue support during peak periods, and enhanced operational resilience. IBM Q2C’s strategic investment in workforce development reinforces its reputation as a leader in customer service and process innovation.
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