2017 Excellence Awards Case Study: 

Verizon’s New System Gives Employees Information Fast and Just in Time

Case Study

Verizon Wireless’ reps had to hunt and peck to find information about devices, service plans, accessories, and promotions until a special projects team combined three major applications into one performance-support ecosystem. The team held meetings in 35 states and met with several thousand employees to learn about their needs. The research helped persuade IT and business leaders to pour content into one repository for employees, especially sales and customer-service reps. The new system has improved employee efficiency and customer satisfaction and increased revenue and/or savings for Verizon. This innovation earned Verizon Wireless a Gold Award for Best Use of Performance Support in the 2017 Brandon Hall Group HCM Excellence Awards.

A complete database of case studies is available in our Member Center to current members. To learn more about membership or request a trial membership, please contact us. To learn more about our Excellence Awards and to enter, visit our Excellence Awards website.

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