Smart People Building Smart Solutions – with Coachware®

Client Situations

  • Improving Mission Critical Compliance
  • Self Service that Works
  • Operational Efficiency Through Accelerated Competency and Workload Balancing
  • Mission Critical Rules-Based Information Access
  • Streamlined Access to State Specific Licensing Information
  • Accelerating ERP Implementation
  • Enabling Successful Call Center Transformation

Management Descriptions

  • Improving Mission Critical Compliance

    A multinational, professional services company implemented Coachware® on an enterprise-wide basis to promote and support compliance of Sarbanes-Oxley regulatory requirements. Coachware provides 24/7 support for global employees as they complete mandatory procedures.

    Customer Benefits:

    The Company is realizing improved compliance and data quality, and a reduction in corporate risk, while employees no longer view compliance as a burden.

  • Self Service that Works

    A leasing company implemented Coachware® to support its customer service representatives as well as its dealer network in using a new, online loan application system. While some of the procedures were the same for both user groups, some sensitive information was not appropriate for dealers to access. Coachware was able to securely deliver the right information to each user group, protecting the Company‚Äôs confidential information.

    Customer Benefits:

    Coachware was able to maintain and provide the appropriate information to each group within a single repository. Productivity was enhanced because all users were able to follow the steps in Coachware to complete the loan applications. Managing the procedures in a single repository saved time and required no duplication of effort, while improving accuracy and data quality.

  • Operational Efficiency Through Accelerated
    Competency and Workload Balancing

    A highly regulated benefits processing company implemented Coachware® to standardize and streamline its complex procedures across 15 functional units. Coachware's ability to provide easy to follow, step-by-step procedures enables users to accurately complete their job tasks, regardless of their experience levels. Coachware's sophisticated data management capabilities enabled the creation of a single repository to support all user groups across the organization.

    Customer Benefits:

    With Coachware, the organization is able to shorten the time to competency for new staff or experienced staff unfamiliar with procedures from other units. As a result, the company can shift users among the different functional groups, depending on the workload, resulting in a more flexible, productive workforce. Procedures are now standardized across the organization and are easy to maintain, improving compliance and consistency, and reducing procedure maintenance overhead costs.

  • Mission Critical Rules-Based Information Access

    A professional services firm implemented Coachware® to provide employees with the company's privacy rules and actions required, based on the type of client information with which they are working. Coachware was used to document and implement the customer's proprietary rules-based privacy policy architecture. This enables users to identify the nature of the client information and how it is being used through the decision trees in Coachware, which results in specific directions to the user on how to maintain the information.

    Customer Benefits:

    The Coachware implementation transitioned the company's privacy rules from static information to usable knowledge that interprets and provides the user with the actions required to protect the information. This greatly improves rules compliance and significantly reduces user time to identify and implement the correct policies.

  • Streamlined Access to State Specific Licensing Information

    A professional services firm implemented Coachware® to provide its staff with licensing instruction across the 55 jurisdictions in which it operates. Coachware takes users through the state-specific licensing requirements, provides Continuing Professional Education rules, and gives them direct access to the local forms and instructions for becoming licensed.

    Customer Benefits:

    Coachware is dramatically reducing the amount of time the professionals spend administering their licenses across jurisdictions, improving their productivity. The number of help desk calls has also declined significantly and the help desk operators are using Coachware to assist callers.

  • Accelerating ERP Implementation

    A Fortune 500 company implemented Coachware® as the cornerstone of an integrated training program to support its ERP HR implementation. The initial rollout focused on 1,000 users in the US and Canada. Coachware provides real time, step-by-step business and system procedures for administrators in HR, payroll and benefits. Coachware also played an integral role when the company expanded the rollout to offices in Asia, Europe and Latin America.

    Customer Benefits:

    Implementation training time was significantly reduced, time to proficiency for new hires is decreased, and users throughout the organization (world-wide) perform tasks accurately and consistently. Help desk calls are significantly reduced.

  • Enabling Successful Call Center Transformation

    A manufacturing company implemented Coachware® to support customer service representatives (CSRs) at its new, centralized call center. Several new systems were implemented as part of the re-engineering process. Coachware pulled all the information and systems together. Work instructions, standard operating procedures, and detailed scripts to support the CSRs were all documented in Coachware and made available to the CSRs while they were on the phone with customers.

    Customer Benefits:

    With Coachware by their side, CSRs were able to respond to customer calls more accurately, in less time and with more up-to-date information. Training time was reduced, help desk calls were reduced, and service quality increased.

No Cost Custom Demo

Take Coachware for a test drive on your track. Contact us and we'll be happy to set up a working demo for your organization using samples of your processes, procedures or best practices.

Fill out our short form