Mack Trucks: Medallia [needs analysis]

Mack Trucks engaged Kick to facilitate a needs analysis to determine the best approach to roll out training for the Medallia Customer Experience Management (CEM) platform.

An instructional designer from our team reviewed existing training materials and communications and then interviewed users of the Medallia platform, in this case Service Managers and Service Advisors. Key goals of the analysis included:

  1. Assess dealership satisfaction with current training
  2. Identify additional necessary training topics
  3. Identify training priorities
  4. Recommend training and performance support interventions

Our report shared key findings and outlined a structured approach to material creation that encompassed a combination of eLearnings, microLearnings, gamification, and job aids.

 

The knowledge gained through the needs analysis enabled Mack Trucks to offer effective training materials the audience would actually use.

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