Case Study: SFR cuts helpdesk calls and speeds CRM training with Assima

SFR reduces helpdesk calls by 70% with Assima

SFR, a major telecommunications company, faced the challenge of training nearly 8,000 customer service staff on a new, complex CRM system while aiming to cut operating costs and ensure consistent messaging. To overcome the high costs and inflexibility of a traditional training database, they sought a more efficient eLearning solution and partnered with vendor Assima, utilizing their Assima Cloning and Digital Assistant Suite.

Assima implemented a blended learning solution using its unique cloning technology, which created a highly realistic and interactive training environment that mimicked the actual CRM application. This allowed SFR's staff to train effectively at their workstations. The results were significant: content development time was reduced by 70%, the project was completed two months ahead of schedule, and support calls were cut by 70%. SFR also calculated that the Assima solution was three to four times cheaper than the traditional training database approach.

SFR