Supporting the Sale of Complex Systems

Our client sells a suite of powerful information systems for large and small medical facilities. They also provide networking and integration services so multiple systems can communicate across multiple sites. Every installation is unique, and every customer is extremely demanding. Purchase decisions are made in the Board Room, so our client's reps are now presenting to CEOs, CIOs, and CFOs.

Our client recognizes that effective, timely training – for internal people and for customers – is pivotal to successful sales and implementations. But where to begin for such large and complex systems ... with so many different configuration options ... and so many different training needs?

Our client began by calling Prometheus!

Prometheus worked with the client's training manager and Product Line Managers,  as well as their Sales, Installation, and Service teams to identify the different audiences for training. Together, we mapped out who needs what, and when. We identified existing training, best practices, and other internal resources that could be leveraged. And we documented the major performance gaps – in particular, the need to close the deal at the top of the customer's org chart.

We also conferred with our client's partner healthcare organizations to learn their training expectations, and the modes of delivery that work best for them. We interviewed customers in different countries and across a range of healthcare systems.

Here are some key components of the solution:

• A suite of short Online Product Training Modules that drill from the 20,000 foot perspective of the integrated system, down to the specifics for each component product and service. These modules are delivered from a portal that makes it easy for internal staff to get exactly what they need.
• The Product Training Modules were designed to be easily re-skinned for delivery to customers – right from the client's website. These customer versions are used as part of the sell-cycle, and also to ramp-up staff acceptance during the transition to the new workflow.
• A new suite of Training and Support Tools helps Sales and Service personnel target their presentations and proposals for the larger organizations and the new decision-makers they must approach.
• End-user training via Rapid E-Learning is chunked into short, function-specific online modules that can be accessed 24/7/365 by busy healthcare providers. Users have the option to take a comprehensive exam for CME credit.
• Prometheus also worked with the client's Training Manager to plan a realistic training rollout.

• All these components were developed in standard programs that the client is able to update, localize, and maintain internally.

Special Skills/Software

• Instructional Design
• Design for Localization
• HTML, DreamWeaver, and Captivate Software

Our client's Sales and Service people have a good grasp of the "big picture," but can get detailed, product-specific training when and where they need it. They can make the training available to customers when appropriate. And they are getting excellent results when they present to executive-level decision makers.

One Sales Manager came back with a simple assessment:
"This training is TERRIFIC! It FAR exceeds my expectations!!!"

Customers and End-Users welcomed the simplicity of their system training – no plowing through massive amounts of information to find exactly what they need to know. One came back with this comment:
"Wow!"

And (drum roll) all those components came in on-time and under-budget! Talk about satisfaction.

For more information about this project, please contact us.