COMPLEX AND SILOED LEARNING MANAGEMENT SYSTEM FAILED TO SUPPORT A SCALING ORGANISATION
The knowledge and information sellers need to successfully engage customers, impress buyers, and close deals constantly changes, and changes fast, especially in the technology industry. As Dialpad continued to expand globally, it discovered that its learning management system (LMS), despite its in-depth capabilities, failed to provide the agility and flexibility needed to quickly build and deliver training content to support its sellers, leaving training, siloed from content and plays, rarely used. Difficulty building courses, provisioning users, uploading content, and ensuring it remained up-to-date meant sales enablement managers spent hours administering the system. In addition, sellers didn’t have the right content for the right buyer at the right time.
Without integrated analytics, Dialpad was unable to see the combined impact of content, guidance, and training on seller performance and revenue metrics.
SALES STRUGGLED TO UNDERSTAND THE IMPACT OF TRAINING ON PERFORMANCE
Housing training in a separate LMS disrupted sellers’ workflows and discouraged them from engaging with training materials. Training didn’t drive the right behavioural change in how sellers were selling, causing sellers to feel like training was a compliance requirement, not a resource to help them perform better. Limited buy-in from salespeople on the value of training meant Dialpad struggled to fully engage sellers and measure training impact. Sellers were not adequately prepared to have meaningful conversations with customers, negatively impacting their performance.