Commelius Solutions scores high
for American Express
"In the recent tough economic conditions, our sales teams
needed a new approach and product portfolio that would
give their clients greater visibility and control over expenditure.
The e-learning developed by Commelius was a vital ingredient
in making the transition to new products across key target
markets in the fastest possible time."
The client
American Express is the world’s
largest card issuer by purchase
volume, processing millions of
transactions daily as the
premium network for
high-spending cardmembers.
It also operates the world’s
largest travel network serving
both consumers and businesses.
Business need
A dynamic e-learning programme developed by Commelius became part of a change
management initiative at American Express to introduce new products and
services across EMEA
The skills and knowledge programme, directed at 300+ sales people, was
designed to enable sales managers and account development managers to
identify new opportunities and thus increase revenues. It also helps them align
the value of key products to customer requirements, as well as increase their
commercial awareness and understanding of their solutions.
Why Commelius Solutions?
American Express needed a training partner to assist in the design and
development of the e-learning modules. While e-learning had been used by
American Express in the past, few had any enthusiasm for it.
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“To combat low expectations, it was vital that the e-learning had a style and
approach that would bring the subject matter to life and provide an engaging
learning experience to reinforce the essential knowledge and behaviours”
Samantha Hansford
Training and development manager, EMEA
Furthermore, as e-learning was part of an overall training programme, the
e-learning needed to complement the classroom sessions that focused on soft
skills. Commelius’s proposal for the programme and the company’s experience with
changing behaviours and attitudes towards training mean that it was the right
partner for American Express.
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(t) +44(0) 203 667 5107
marketing@commelius.com
www.commelius.com
Commelius Solutions scores high
for American Express
Fulfilling
expectations
"Commelius has an excellent track
record in the delivery of
e-learning and considerable
experience in how e-learning
is best delivered as part of a
blended learning approach.
We were confident that they
could deliver an excellent
product within a very tight
timeframe."
Samantha Hansford
Training and development
manager, EMEA
The solution
The New Horizons programme was launched with a series of motivational
face-to-face events to introduce the new strategy and to set the context for the
skills and knowledge that were needed.
Commelius created three hours of highly interactive and engaging e-learning with
three modules relating to three new corporate expense management solutions.
Designed in collaboration with key stakeholders across the business, the course
includes all the facts and knowledge within a fun and innovative design and each
module ends with a user assessment.
"Project timing was critical” continues Samantha. “The e-learning course had to be
completed by our field population in just two weeks, in preparation for the final
face-to-face workshops. With such short timescales, the tracking and reporting
capability provided by Commelius was the key to our success."
The e-learning was delivered on Commelius’s ALTO learning management platform.
Every morning, during the two week completion period, a report on who had
completed the modules was downloaded. Samantha and her team were then able
to identify who had not yet completed the course and escalate actions to the
relevant management teams, so they could push their teams through.
Measurable results
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The e-learning course was completed on time and on budget with a completion
rate of 86%. Over half the learners completed feedback forms with 100% rating the
learning as good or excellent, 99% reporting that they were now more familiar with
the capabilities of the products and 90% felt they were more comfortable
discussing products with customers.
Samantha adds: “We’re delighted with the e-learning and the feedback – the users
really enjoyed the experience and we were able to move into the workshop phase
fully prepared.”
Additional e-learning courses from Commelius are now being designed and include a
series of modules to introduce a further two corporate cards. Another module will
explain how to use a new interactive PowerPoint presentation that takes a sales
professional through various value propositions when talking to different types of
customers. And a separate 90 minute e-learning course will show sales people
how to overcome common obstacles during a sales presentation.
(t) +44(0) 203 667 5107
marketing@commelius.com
www.commelius.com