Digital learning as a tool to support change
New technologies are changing our work environments and introducing profound changes within organizations. So much so that change management has become a strategic issue for most companies, which must regularly train their employees in the methodologies and tools that are evolving. An ideal field of application for Digital Learning, which allows the implementation of personalised training paths. This is the solution the SNCF chose to train its agents before launching its new mobile application for its customers.
With the evolution of its mobile application for users, the SNCF has been faced with a new challenge. “Our customers’ needs are changing very quickly, especially with the development of the digital tools we are making available to them”, explains Christophe Krausch, Head of support for the SNCF TER Digital Transformation. When we released our mobile app, we had to respond to a need for digital support expressed by our customers, but which also involved mastering subjects other than those traditionally handled by agents in sales, stopover or other jobs,” he continued, “Before offering the new app to users, it was essential that all SNCF agents knew how to use it perfectly, to be able to help customers and answer any questions they might have.
In this context, the SNCF opted for Digital Learning, convinced by its advantages in terms of saving time and reducing training costs, but above all by the possibility of creating customised training courses tailored to the needs of each company. In the case of the SNCF, the challenge was to train employees to use a mobile application via… an application! In the case of the SNCF, the challenge was to train employees in the use of a mobile application via… an application!” TER is 11,000 employees, present in 11 regions and, of course, we have employees who are more or less digitally literate. We were therefore looking for a way to develop knowledge in a massive, rapid manner, and to be anchored in the acquisition of skills”, says Christophe Krausch, “To do this, the digital training platform offered by ITycom is designed to be very accessible and user-friendly: the proposed application uses video game levers, such as personalised challenges and mini-games, to explore different skills. This is another advantage specific to Digital Learning: introducing new skills through playful and interactive content.
The SNCF agents themselves expressed a desire to be trained in the use of customer applications, and not just internal technologies. Moreover, “the success of this project depended on involving employees in the construction of the application and testing its operation at different phases to make it as intuitive as possible. “Thanks to the e-Learning system developed by ITycom, SNCF staff can master the operation and content of the mobile application at their own pace and gradually adopt the right postures to meet customer needs. A virtuous approach, according to Christophe Krausch, who has seen some apprehensions about digital technology fall: “What we also wanted to develop is the agents’ curiosity about customer applications, to show them that it’s easy and that they can go there without fear. It’s all the more important because we can’t stop this learning process one day soon, because the SNCF application and TER sites are changing every day,” he explains. “That’s what this project is all about: putting our staff at ease and making them feel that this is really part of their job. »