Skill the TrainerPrepare internal team for delivery
Online DeliveryVarious web-based learning options
Classroom DeliveryHands-on training sessions
Dynamics 365 CRM (Customer Service and Field Service) implementation to 100+ staff.
Adapted classroom training to online delivery as Covid-19 restrictions were enforced.
Quick turnaround with materials produced and super users trained in under six weeks.
Trainer packs produced to allow super users to cascade the training content.
Optimum, the specialist IT training consultancy, developed and delivered a tailored Microsoft Dynamics 365 CRM end user training programme for Stroma Group inside six weeks, just as the Covid-19 pandemic struck.
Stroma, who support the construction industry with sustainability and compliance services, was implementing a highly bespoke version of the D365 CRM system in its building control division. The business acknowledged close to go live that they required external support to create a comprehensive user training programme, and so reached out to Optimum for support.
Optimum’s role was to train a group of 20 system super users who would cascade the courses and materials down to a further 90 surveyors and administrators across the UK wide business.
"The Optimum team was always responsive, totally understanding of our needs and very flexible throughout."
Jonathan Gallie Group HR Director
Jonathan Gallie, Stroma Group HR director, said: “Optimum has great experience of D365 training and offered the best level of expertise from the tender responses. We could see their materials were very thorough and they had proven delivery skills.”
Because Stroma’s CRM system was bespoke, knowledge transfer sessions were required to understand their particular processes and workflows and incorporate them into the tailored training. Optimum’s consultants then designed the lesson plans and course content using screenshots from Stroma’s system build. They also wrote a train the trainer pack for the cascading of the training and a detailed reference guide to support users back at desk.
Faced with very tight timescales, Optimum trained the super users over five days in a classroom setting just before the Covid lockdown. The training was designed to generate maximum buy-in to the new system and to be a team building exercise. It was so successful that it became a forum to exchange ideas on how to develop the system going forward.
“Optimum added most value by tailoring everything to our system build and to the super users, who came out of the process well trained,” Jonathan observed.
Stroma then identified specific areas where users would benefit from additional learning, reaching back out to Optimum, who went on to deliver extra training courses, which were web-based due to the Coronavirus restrictions.
“Covid totally disrupted our plans,” said Jonathan. “The original strategy was to have multiple functional training sessions across a two-week period on site in classrooms. With everyone suddenly working from home, Optimum adapted quickly to deliver the training remotely and turned a chaotic scenario into a success.”
Jonathan reflected: “The Optimum team was always responsive, totally understanding of our needs and very flexible throughout.”