ENGIE is a global reference group in low-carbon energy, including 97,000 employees in the world.
BtoC France, the ENGIE Group entity dedicated to the marketing of energy (natural gas and electricity) and associated services for private and small professional customers in France, has set itself an ambitious objective: offer the best customer experience on the market.
The Customer Experience Department manages 20 Customer Relationship Centers, internal and external. A dedicated team ensures the training and skills development of 2500+ customer advisors.
ENGIE BtoC France was facing several major challenges to reach its objective of becoming the No. 1 customer service on the market :
The main challenge was to develop training courses impacting with real retention among customer advisors, and especially the ability to apply what they have learned in the field in practice.
It was necessary to avoid the “click on next” effect of traditional e-learning courses and create courses engaging and telling for learners, in whom they would really want to get involved.
Call center managers needed a clear and decentralized visibility on the follow-up of training courses and evaluations: who has taken what, who masters the expected skills, how to get back to the laggards.
The company wanted avoid the multiplication of tools and be able to work directly in a single solution, while ensuring deployment via their SuccessFactors LMS.
To these challenges was added the context of transition from their previous Domoscio solution, to ensure tiling with Didask.
The Didask solution was able to meet ENGIE's needs point by point with a unique approach based on cognitive sciences:
Thanks to concrete situations and a pedagogy based on error resulting from research in cognitive sciences, Didask guarantees a real increase in skills and better memorization.
The platform offers 3 levels of adaptive learning :
These intrinsic motivational drivers create an experience of personalized coaching that goes beyond simple true/false.
Of clear and granular dashboards allow decentralized monitoring by entity, activity, campaign and learner, with precise performance indicators (completion rate, skills control, time spent).
Interconnection via SSO guarantees smooth navigation and real-time statistical monitoring, while allowing teams to create directly in Didask with total freedom in the layout and organization of content.
“The application is much more fun and intuitive. Employees have a visual that makes them want to follow the courses and have their knowledge validated. ” - Users at ENGIE
The deployment was gradual with personalized support from Didask:
The training teams first tested the solution. The main user, initially concerned about the lack of creative freedom, was convinced when she discovered that she could integrate Genially and Articulate content while benefiting from the educational power of Didask.
5 designers were trained in the Didask tool and methodology from the start of deployment.
In only 6 months, the teams created 60 training projects, demonstrating the speed of use and the effectiveness of the authoring tool.
The broadcast started with pilot phases before being deployed to all 2500+ advisors distributed in 20 centers, including external service providers.
The first results are very encouraging and confirm the relevance of Didask's choice:
“Intuitive ergonomics and the pedagogical method based on cognitive science have a real positive impact. Our advisors gain autonomy: they easily find all the information they need and can train at their own pace. “- Users at ENGIE
“With Didask, it is possible to export results by modules with details allowing actions to be targeted for each employee. “- Users at ENGIE
Building on these initial successes, ENGIE and Didask are working on several developments to go even further:
Creation of transversal assessment modules to measure the overall progress of advisors across all skills.
Continue to improve performance to confirm and strengthen ENGIE's position as best customer service on the market, with advisors who are always better trained and more committed.
The collaboration between ENGIE BtoC France and Didask is a perfect illustration of how a training solution based on cognitive science can radically transform the effectiveness and commitment of teams.
In only 6 months, ENGIE has almost completed its transition from its old solution, but above all revolutionized the way it trains its 2500 customer advisors. The results speak for themselves: high satisfaction, increased productivity of designers, and above all, consultants who really apply what they learn in the field.
This success story confirms that the alliance between business expertise and innovative educational technology is the key to achieving operational excellence. ENGIE is on track to reach its ambitious goal: to become and remain the best customer service on the market.
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