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SumTotal Systems Helps U.S. Cellular Improve Customer Value

U.S. Cellular took its commitment to customer service to a new level with the implementation of the SumTotal solution. The web-based platform was selected to empower U.S. Cellular associates with the educational tools needed to enhance their customer service skills and position them for professional advancement.

The Company
U.S. Cellular Corporation, the nation's eighth largest wireless service carrier, provides wireless service to more than 3.5 million customers in 148 markets throughout 25 states. The Chicago-based company operates on a customer satisfaction strategy, meeting customers' needs by providing a comprehensive range of wireless products and services, superior customer support and a high quality network.

As a leading wireless service provider, U.S. Cellular’s strategy is to stand out in the competitive wireless industry by providing superior customer service and support. The company believes this is the best way to build market share and maintain a competitive advantage.

The Challenge
As competition in the telecommunications industry continues to grow, the ability to attract and retain customers remains critical. Employee development plays a significant role in the success of any company, but in a market where customer service can make or break a relationship, employees must have the tools and resources to satisfy customers before, during and after the sale.

At U.S. Cellular, employee training is a top priority. The company believes that providing employees with the opportunity to succeed and advance in their careers is fundamental to achieving strategic advantage. However, U.S. Cellular’s frequent product introductions, nationwide sales force and classroom-focused training and development programs have made it difficult to deliver training in a cost-effective and timely manner.

Although U.S. Cellular wanted to continue utilizing instructor-led training (ILT) in certain situations, they needed to make training and development courses more accessible to employees without taking them away from their jobs for extended periods of time. In addition, the company wanted to automate and standardize the training management process throughout the organization while identifying skill gaps, targeting training to specific employees, mapping competencies and tracking employees’ training progress.

The SumTotal Solution
U.S. Cellular selected SumTotal to support its blended learning solution by combining ILT, web-based training and competency management. SumTotal was chosen over competing platforms because U.S. Cellular wanted a proven solution built from the ground up for the web. The company also liked the responsiveness of SumTotal’s sales team and felt confident that SumTotal could provide the technology and support required to meet their evolving requirements for eLearning.

The first phase of U.S. Cellular’s eLearning strategy focused on replacing the company’s manual, paper-based registration processes with SumTotal. With this web application, employees can view course descriptions, register for ILT, and track course completion online. They can also use the system to take charge of their professional development by building the skills and competencies needed to help them better serve their customers. In addition, the system launches and tracks the company’s web-based training programs, making remote learning more efficient.

The next phase of the implementation includes mapping competencies for all jobs and developing certification programs. In addition, the company plans to add virtual classroom capabilities that will be launched and tracked through SumTotal. By giving employees the tools and resources to drive their own success, the SumTotal solution will also help U.S. Cellular retain highly trained associates and enhance the level of service its employees deliver to its customers.

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(SumTotal, SumTotal Enterprise and the marks relating to SumTotal products and services referenced herein are either trademarks and/or registered trademarks of SumTotal Systems, Inc. All other names are trademarks and/or registered trademarks of their respective owners.)

 

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