Overview

The Learning and Development Team at Getronics, a global IT services leader with nearly 4,000 employees and over 2,000 customers across 23 countries in Europe, Asia Pacific, North America, and Latin America. The company has thousands of subject-matter experts with hands-on experience in different tools, technologies, and processes.  

Supernova Award Category

Future of Work: Employee Experience

The Problem

The learning and development department’s strategy had two parts: First, with access to Udemy, members of the Getronics team would have limitless opportunities to expand their own skillsets, a benefit its team members would find extremely valuable professionally and personally. Second, by exploring more training and acquiring more certifications via Udemy, more of Getronics’ worldwide subject matter experts would be qualified to service customer queries wherever they might pop up. Once Getronics logged new certifications in Docebo, it would be better able to respond promptly to customer queries with certified experts that also had the exact qualifications requested by customers around criteria such as location and spoken language.   

"We intended to have a single, central place where our employees could register for and complete any course they needed to help a customer better or just improve their professional skills. At the same time, our learning and development team wanted the ability to track key success metrics such as individual scores, course popularity, completion rate, and overall adoption.”

“But without integration between Udemy and Docebo, our primary goals of a single training interface and better insights seemed impossible. If we could find a way to consolidate and draw insights from our training programs, we could optimize them to empower our employees and our customers even more.”   

The Solution

After evaluating different integration platforms, the team at Getronics chose the Tray Platform to consolidate their learning and development program. “What really sold us on the Tray Platform was the team that came with it,” says Baglieri. “I can’t overstate how helpful their solutions team was in getting us started with automating our processes.”

“And as we ventured into more use cases beyond course data consolidation, the Tray.io team provided the support and resources we needed to turn our ideas into reality. And critically, the Tray Platform’s visual, drag-and-drop interface helped us complete these projects without the need of our developers.”

Using the Tray Platform the team at Getronics integrated course data and insights from Udemy into Docebo. And by passing that data into Docebo, the learning team could track program performance at a much deeper level. 

The results

• “We’ve cut down our course upload time 95%. And before, it would take a week for us to generate a report outlining completion and participation rates that we’d share with our board of directors. Now, that same process runs instantly.”
• “Proving the ROI of our learning and development programs in real-time goes a long way to ensure our continued investment in our employee’s skills and overall customer experience.”   
• Not only does the learning and development team at Getronics now enjoy greater process efficiency and better data, but it’s using certification data to match the right IT technicians to the right customers. “As an IT services company, our customers have distinct needs that can only be satisfied with a certain set of skills. The certification data we collect from Udemy lets us identify, for example, a Spanish-speaking, AWS-certified engineer to work with a certain client that has those exact needs, located in Spain.” 
• “The Tray Platform has enabled us to invest more in our employees, which in turn helps them solve a diverse array of customer challenges.”   

Metrics

• Before Tray, it would take a week to generate reports outlining completion and participation rates that to share with the Board of Directors. Now, that same process runs instantly
• Tray has enabled Getronics team to cut course upload time by 95% to free up the learning and development team to focus on building a better employee experience

The Technology

• Using the Tray Platform to easily connect their learning and development stack
• Enables drag and drop development of business processes without requiring developers
• Over 600 connectors as standard enables Getronics to integrate any current or future application.

Disruptive Factor

• With the Tray Platform, Getronics can design and optimize its programs to ensure that its employees can take control of their professional development and invest in skills that will ultimately help them solve problems for their customers more effectively.
• Enables deep insight into understanding how their employees are interacting with the course catalog in Udemy. Which courses were the most popular? How did our employees rate those courses? And how many of our employees are actually enrolling in courses?  
• Improving customer experience and project resourcing by using Tray to pull certification data from Udemy to see which their employees are certified in certain tools and manage support resources accordingly.

Shining Moment

With the Tray Platform as their enabling integration solution, Getronics is designing a fully integrated employee onboarding experience that leverages courses in Docebo so that new hires can start learning as soon as possible. The goal is to create a seamless program that makes our employees feel welcome on day one, even in remote environments.