IHG - Customer Service Training Product of the Year

Gold Stevie Award Winner 2017, Click to Enter The 2018 Stevie Awards for Sales and Customer Service

Company: IHG, Salt Lake City, UT
Company Description: IHG is an international hotel company whose goal is to create Great Hotels Guests Love. We have more guest rooms than any other hotel company in the world - 656,000 rooms in 4,400 hotels across 100 countries. You can depend on our 7 great brands for a hotel that suits your travel needs or tastes.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Customer Service Training Product of the Year

Nomination Title: IHG and a modern approach to training - micro training

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:

Challenge

At IHG, customer service reigns supreme. But the kind of service our customers need is evolving—and fast. Since our customers can book rooms and handle other basic tasks online, the incoming service requests are getting increasingly complicated, requiring greater knowledge, creativity, and communication skills from representatives to solve. We at IHG, recognized the need for a more sophisticated approach to training that would better empower our representatives to deliver the world-class customer service for which we are known for.

Solution

Together with Grovo, we gave our training program a complete 21st century upgrade. Instead of relying on periodic classroom training alone, we used Grovo's intuitive learning platform to deliver short, compelling micro-learning lessons to representatives that could be accessed on any device. In addition to assigning digital and soft skills training from Grovo's micro-learning library, our curriculum developers worked with Grovo's production team to create custom micro-learning lessons focused on loyalty initiatives unique to IHG. This included a new approach to leverage self-led onboarding courses by changing the delivery of trainer lecture to trainer conducted/guided modules. One of these is a 4-part course learning all about the voice and tone of IHG Rewards Club. Individual training managers were granted access to the platform and approved content so they could freely create, assign, and track their own trainings at will.

Results

The launch was a resounding success. Not only are reps happily making time to engage with the bite-sized training, but the ease of using Grovo has also inspired IHG's training managers to take a more proactive role in promoting the company's learning culture. Our IHG trainers were able to adapt to the new format and learners appreciated the self-paced learning environment, then come back for group discussions. Overall, this has enabled us at IHG to adopt to a faster, more modern, and more effective approach to training that’s helping us keep pace with IHG's business needs today, and prepare for whatever we may need tomorrow.

• High engagement: Within two days of launch, learners in 5 countries around the world reviewed 5,500 lessons, with activation and engagement steadily increasing day over day.
• Greater efficiency: IHG cut onboarding time from 5 weeks to 3 weeks, getting representatives back on the phones faster, saving the company time and money.
• Voice of the trainee scores are rising: New hire training survey results are showing higher engagement and satisfaction with lessons as well as a rise in scores among existing staff for the training they’ve reviewed in Grovo.