cUSTOMER JOURNEY mAPPING

ServiceIQ 
Automated trainee learning and engagement

ServiceIQ provides the training framework to help upskill over 20,000 employees across New Zealand. From owner operator to large multinationals. 

Many organisations like McDonald’s need employees to complete a minimum entry level food safety qualification. In order to maintain good standards. The problem is that trainee staff don’t want to finish qualifications as they don’t believe they will work there very long. 

My role was to work with the Customer Service and Training Advisors to develop a customer Customer Journey framework.  So trainees were engaged and informed in training throughout their qualification. 

We successfully reduced entry level non completes from  60% to 40%. Helping to keep quality high for our customers.

Responsibilities:

  • Worked with Industry Engagement team to scope requirements for communication to trainees. 

  • Develop trainee customer journey framework. 

  • Copywriting for engagement touchpoints. 

  • Work with CRM developers and Customer Service Team to automate journey’s in Microsoft Dynamics. 


Results:

  • Reduced the amount of trainees that did not finish qualifications.  In entry level courses - reducing from 60% to 40%. 

  • Trainees more informed when to submit assessments. 

  • Less follow up required from Training Advisors to complete qualifications. Meaning they can spend more time on other business opportunities.