Team Global Express (TGE) (formally Toll), a prominent logistics solutions company, faced an urgent need in late 2023 to swiftly enhance the capabilities of their new customer service consultant teams. As TGE aimed to significantly expand their team within a tight timeframe, they turned to FDG Consulting for a rapid solution. This case study illustrates how FDG swiftly assembled a team of experts and delivered with speed and agility to meet TGE’s urgent requirement for a new program to uplift the capability of their new starters.
Challenge
TGE’s challenge was clear: they needed to transition and train a cohort of 50 plus new starter consultants within an accelerated timeframe. With a compressed timeline for training strategy and delivery, FDG Consulting understood the criticality of the situation. The challenge demanded not only speed but also a holistic approach to align with TGE’s strategic goals and ensure the new team members were confident and ready to deliver exceptional service from day one.
Solution
FDG Consulting sprang into action as a strategic partner, ready to meet TGE’s urgent need. Leveraging our expertise in high-performance training development and coaching, we swiftly mobilised a team of experts to enhance TGE’s capabilities, ensuring robust support for their new starters and foster a culture of excellence from the outset.
Our approach was tailored to TGE’s requirements
Building a Tailored Training Program: Through rapid engagement with TGE stakeholders, FDG conducted a comprehensive needs assessment for the New Starter Program. We completed a gap analysis of their existing Salesforce product content, processes review, revamped training modules and created new dynamic training modules, integrating case studies, listen and learns, quizzes, and interactive activities tailored to the consultants’ daily tasks.
Agile Stakeholder Engagement: FDG swiftly established Agile Ways of Working, running weekly sprints focused on rapid value delivery. Continuous stakeholder involvement ensured that feedback shaped the process, allowing for quick adjustments and refinements.
Human-Centric Capability Uplift: Our immersive sessions we created covered a range of topics, from technical skills to personal development and well-being, ensuring that new consultants were not only equipped to excel in their roles but also empowered to thrive personally and professionally.
Key Outcomes
Our rapid and collaborative efforts produced tangible results:
- Enhanced Training Infrastructure: TGE now possesses a robust train-the-trainer strategy, enabling independent delivery of exceptional onboarding experiences.
- Streamlined Knowledge Transfer: Engaging training and induction packs, quick reference guides and refined product modules facilitated seamless learning experiences for new consultants.
- Empowered New Hires: All 50 consultants were fully prepared to shine in their roles, thanks to comprehensive training materials and engaging sessions.
Key Achievements
TGE’s new consultant onboarding training program surpassed expectations, demonstrating the effectiveness of FDG Consulting’s agile approach. By equipping their team with comprehensive training materials and a robust strategy, TGE is now well-positioned for continued growth with a highly skilled and motivated customer service team.
Building the Future Together
This successful collaboration underscores the power of strategic partnerships. As TGE continues its journey, FDG Consulting remains committed to supporting their ongoing development initiatives. Together, we’ll continue to innovate, inspire, and propel TGE’s customer service team towards unprecedented excellence – even at lightning speed.
FDG Consulting is your trusted partner for rapid and transformative business solutions. Contact us today, and let’s accelerate your journey to success.
