Pathlore Drives e-Learning as Percepta Sets Global Auto Industry Customer Service Standard
25 September 2000
Pathlore Drives e-Learning as Percepta Sets Global Auto Industry Customer Service Standard
COLUMBUS, Ohio--Sept. 25, 2000--Percepta, a Ford and TeleTech joint venture setting the standard in automotive industry customer relationship management, has selected Pathlore to deliver and manage just-in-time e-Learning for customer relationship center (CRC) representatives around the world. Fifteen hundred Percepta agents are learning 25 percent faster than they would through instructor-led training alone, and they are retaining more content.
"The speed, manageability and versatility of Pathlore-powered Web-based learning contributes heavily to higher customer satisfaction," said Richard Counihan, Percepta's Director of Training.
Percepta is using the Pathlore Learning Management System, chosen over seven other offerings, to deliver and manage standard new representative training and targeted, just-in-time learning. Pathlore-powered e-Learning is live in two customer relationship centers today - within Canada and the United Kingdom - staffed by 1,500 agents. Percepta will implement the program in the United States, Australia, Europe, Asia and Latin America - locations targeted for new customer relationship centers. Barbara Mahnen, Percepta's Project Manager, Pathlore Implementation, will join Pathlore Tuesday morning, September 26, 2000 from 11:30am to 1:30pm at the OnLine Learning 2000 Conference and Exposition in Denver, booth 1109.
Percepta agents use Pathlore-powered e-Learning at their desktops to acquire customer interaction skills, product knowledge and soft skills for general career development. Standard customer relationship management training currently runs two to four weeks in the classroom depending on the product supported, but Percepta has shortened it by a week or more with Pathlore.
Equally important, Percepta is using Pathlore to deliver precisely the learning content agents need at the instant they need it. For example:
-- If a customer service agent is having trouble dealing with customers, a team leader can send the agent a quick Web-based, e-Learning module to eliminate the problem before the agent takes another call.
-- When call volume falls, even for 15 minutes, agents can take the next lesson in their curricula without leaving their desks.
-- Percepta can automate training so that during slow periods agents automatically see high-priority learning content, such as new auto industry features and promotions.
The Pathlore Learning Management System will also manage curricula and report progress for all of Percepta's learning, both in the classroom and online, by individual, group and company.
Percepta selects Pathlore over seven competitors
Percepta selected the Pathlore Learning Management System over seven other offerings because it was by far the easiest to integrate with Percepta's CyberCare(TM) eCRM (customer relationship management) software.
"Nobody but Pathlore could provide us with a global, scalable electronic intelligence delivery (EID) platform that could easily integrate with CyberCare," Counihan said.
Pathlore was the only vendor to provide documented application program interfaces (APIs) and work with Percepta's information technology team to implement the software. Pathlore was easiest to configure in multiple languages and required no programming to deliver and manage e-Learning courseware from any source. It also provided the most comprehensive and responsive professional services.
Now that the system is deployed, Percepta is using Pathlore's powerful testing capabilities to gauge students' understanding of the material and whether they are applying it in their jobs. According to Counihan, online testing is consistently showing that agents are retaining information at least as well as they do when they learn in the traditional classroom.
"Percepta is the leader in customer care for the automotive industry and no company better appreciates the integral connection between e-Learning and performance," said David Evangelisti, Pathlore's Vice President of Marketing. "With its aggressive new-hire program and just-in-time delivery, Percepta is maximizing the potential of e-Learning and providing unparalleled customer service."
About Pathlore Learning Management System
As the digital backbone for corporate learning, the Pathlore Learning Management System lets companies plan, deliver and manage e-Learning, then assess performance by student, group, line of business or across the entire extended enterprise. The Pathlore Learning Management System is the only solution that manages all of a company's e-Learning - including instructor-led, Web-based and live online collaborative events - out of the box. Competing systems require extensive courseware rewriting and custom installation services that can cost much more than the product itself.
About TeleTech
Founded in 1982, TeleTech is a leading provider of integrated, e-commerce-enabled customer management solutions for global organizations predominately in the telecommunications, financial services, technology, government and transportation industries. Its innovative customer interaction platform, CyberCare, integrates the full spectrum of voice and Internet communications, including custom e-mail response, "chat" and extensive Web co-browsing capabilities. Through 29 customer interaction centers in the Americas, Europe and Asia, TeleTech couples a high-velocity electronic infrastructure with premier customer-relationship management to assure its clients and partners unparalleled success in acquiring, retaining and building customer relationships.
About Ford
Founded in 1903, Ford Motor Company (www.ford.com) is the second largest automotive manufacturer and the largest truck manufacturer in the world, with more than 15,800 dealers in more than 200 markets and more than 100 plants in 38 countries. In 1999, Ford Motor Company earned an all-time automotive record of $7.2 billion, the fourth consecutive year of record operating earnings. Ford Motor Company's automotive brands are Aston Martin, Ford, Jaguar, Lincoln, Mazda, Mercury, Th!nk and Volvo. Ford Credit, a wholly-owned subsidiary, is the world's largest auto financing company, and Hertz is the world leader in airport car rentals.
About Pathlore
Pathlore (www.pathlore.com) , the fastest-growing and most widely deployed e-Learning management system provider, helps organizations improve their competitiveness by using the Internet for learning and sharing knowledge with their employees, customers and suppliers. Founded in 1995 to help companies make the Web the focal point for learning, the privately held company has $21 million in revenue (1999), 650 percent growth in Internet-related revenue and more customers than any other learning management vendor. Its 3,000 corporate customers are dominated by the Global 2000 and include 80 percent of the Fortune 100. Pathlore is based in Columbus, Ohio, with offices in Washington, D.C., Cupertino, California, Europe and the Pacific Rim.
Pathlore is a registered trademark of Pathlore Software Corporation. All other registered and unregistered trademarks and trade names are the property of their respective owners.