Case Study:
Developing Learning to Launch the New
All-Electric Ford Explorer
The Challenge:
In response to the launch of the New All-Electric Ford Explorer, Ford of Europe sought the assistance of PHM to create a training solution that would deliver a large amount of key information whilst maintaining high levels of engagement. The overall aim: ensure Agents are fully prepared to provide a class-leading customer purchase journey upon launch.
The Solution:
An immersive, mobile-responsive suite of training resources was developed. This broke the extensive training into smaller, engaging content, whilst allowing it to act like a campaign in the lead-up to the launch of the New All-Electric Ford Explorer. To ensure accuracy, PHM worked closely with the client’s product owners to review and update content in line with product changes, on a weekly basis.
“Creating a strong, collaborative team environment and immersing ourselves in Ford's culture allowed us to plan, execute and deliver a suite of training that perfectly aligned with Ford's requirements“
Sarah Michalik, PHM Learning and Development Lead
The Learner Journey:
Through short videos, in-depth product guides, and engaging story-telling resources, Agents were provided different levels of consistent up-to-date information at a steady, staggered rate to ensure understanding and knowledge retention.
The Outcome:
Training resources were very well received by European markets which stood as a testament to the power of collaboration with Ford and the dedicated expertise of PHM. The suite of training not only sets agents up for success prior to launch but continues to provide ongoing resources for Ford team members to refer to at any time.
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