Consistency, Scalability, Speed & Best Practices with SaaS
Orbitz Worldwide (NYSE: OWW) is a leading global online travel company that uses innovative technology to enable leisure and business travelers to research, plan and book a broad range of travel products. Orbitz owns a strong global portfolio of consumer travel brands that includes Orbitz Worldwide, CheapTickets, ebookers, HotelClub, RatesToGo, the Away Network, Asia hotels, and corporate travel brand for business. With revenues exceeding $870 million and 2,500 employees in more than 20 countries, Orbitz is the epitome of a global, online, new economy business. It’s not surprising then, that Orbitz is a forerunner in using e-learning to impact two audiences that can help grow its organization — employees and channel partners.
Carolyne Matseshe-Crawford, Orbitz Worldwide senior director of global training & consistency, describes a myriad of reasons the organization was seeking a best-in-class SaaS-delivered system to replace its previous behind the firewall implementation and accomplish strategic organizational goals. With a global contact center footprint, Orbitz needed to be able to create, warehouse, deliver, test, score and track content and learning comprehension for both employees and channel partners online and on demand.
Fully implemented within 30 days, Orbitz uses SumTotal Learn solutions to track all global online (OLT) and instructor-led (ILT) trainings and the performance that these activities generate.
“Our first test of the system started with an ILT program that was executed in Krakow, Poland. Consistency of delivery was key for success, and the program soon expanded into Guatemala and Mexico. We’re a very multi-cultural team. We’ve now expanded to delivering OLT and ILT content in 13 languages and around the world,” Matseshe-Crawford said.
Leveraging the speed and consistency of SumTotal Learn doesn’t end there. At Orbitz, two e-learning content developers create SCORM-compliant courses using Captivate, Adobe Engage, QuizmakerPro, Dreamweaver, Flash and even PowerPoint. The content teaches best practices and reinforces uniformity across the business. Boasting content development cycles of 24 hours to update a course and 48 hours to publish a new course from scratch, Orbitz has the flexibility and scalability to create and deploy learning quickly to respond to changing products and market conditions.
“Technology is central to our organization. We have the best technology and we use the best technology. We innovate by leveraging systems to influence both internal and external audiences. SumTotal has enabled us to seamlessly deliver training to internal and external audiences using one online solution, and it has increased our organizational performance,” Matseshe-Crawford said.
Multiple Audiences: One Solution
With three distinct groups accessing Orbitz’s learning solutions, employees, channel partners and channel partner operational staff all access the same SumTotal platform. Orbitz delivers new-hire training for contact center employees, featuring systems, customer expectations, telesales and fulfillment courses with a myriad of modules. Each course has two or three knowledge tests. When a user completes a test, he or she must score 85% or better and has the opportunity for one retake. These tests are also used to benchmark new-hire attrition.
When evaluating all learners in a class, scorecards are used to look at the learners as a group. Scorecards also help escalate borderline performers for evaluation. Refresher and upgrade training is also offered to this audience. Details about client training are proprietary and include end-user and site administrator training. Orbitz’s training concentration on multiple learning audiences (internal and external) reinforces its brand promise and customer-centric focus.
Global Results Measured Online and Ondemand
Orbitz is busy measuring the positive results of delivering learning to multiple audiences. For the employee audience, success is measured in productivity targets, consistency and process efficiency. For the channel partners and operational staff, results are delivered in the form of customer satisfaction, telesales conversion and overall productivity.
“Reporting is an important focus for us. It’s one of the core reasons we selected SumTotal. SumTotal Learn provides numerous ways to gather, measure and benchmark the success and outputs of our users,” Matseshe-Crawford said. “Our content development resources are lean so we use SumTotal’s robust reporting system to identify where our business is improving, how learning has enabled those results, and how to expand that success.”
Leveraging its global footprint, collaboration is key to the future of learning at Orbitz.
“Within our multiple audiences, we have numerous feedback loops for our program,” Matseshe-Crawford said. “We receive feedback about best practices that we immediately incorporate into our learning programs. Using SumTotal Learn to launch and track our success has enabled us to have both the flexibility and scalability we require today and in the future,” Matseshe-Crawford concluded.