Training videos enhance Digital’s value
From the beginning, feedback from users in the field was very positive. Ventiv Digital is designed for ease of use and requires little to no training in how to use the system; if a user has ever used an online questionnaire in their personal lives (for example, SurveyMonkey), they’re ready to use Ventiv Digital.
According to Ms. Barrett, however, the Travelopia team quickly realized it needed to devote time and attention to training field users on the kind of information the risk and insurance team needed. “The system is very easy and simple,” says Ms. Barrett, “but our challenge was one of training people to give us the information we need. We focused our training on how an end user should record an actual incident and what kind of information we need—the what happened, when it happened, where it happened and how it happened, and so forth.”
Travelopia turned to the Ventiv University training team to help it improve the effectiveness of field users when submitting incidents through Digital. It became another example of the power to be derived from a strong working relationship between customer and software vendor.
Ventiv’s Alastair Lawson suggested to Travelopia that they begin creating a video training library. In the past, Ms. Barrett had given many live training webcasts focused on incident reporting. She also answered, by phone and email, innumerable questions and responded to many requests for ad hoc training.
The videos have improved end-user proficiency not only in using Digital as a tool, but perhaps more importantly, in helping end users understand what kind of information the risk and insurance team needs. The video-based training has also made life much, much easier for Ms. Barrett.
“The training videos we produced with Alastair and his team have been simply brilliant,” Ms. Northey concurs. “There was some skepticism at first as to whether we could produce videos efficiently and whether they’d have the desired effect, but Alastair and team have been proven completely right. It’s been easy and efficient to create the videos under Alastair’s expert guidance. And as Lynn has moved ahead with them, she’s become faster and more expert at scripting just the right material for short videos that focus on what she wants to convey. We’ve done English-language videos so far, but we’re strongly considering creating them in multiple languages to better accommodate end users who might not be proficient in English.”
Ms. Barrett concurs and builds on Ms. Northey’s comments, observing: “We make the videos easy for our end users to access. And by giving everyone the same training tools, we know we’re conveying consistent messaging, as opposed to multiple webinars, which, despite our best efforts, might vary over time. I’m getting fewer and fewer questions from end users about how to use the system, and how to provide the right information. However, if I notice that someone is doing something incorrectly, I just point them to the right video or videos to learn how to correct their own issues.”