Training for a global coffee retailer

Training for a global coffee retailer

Microsoft Dynamics 365

RapidScope®Planning & designing your training
Trainer PacksLesson plans for consistent delivery
Quick CardsDouble-sided simple process cards
eLearningFour interactive and passive eLearning options
Skill the TrainerPrepare internal team for delivery
Project overview
  • Microsoft D365 implementation for a global coffee retailer.
  • Modular training programmes included the development of quick cards, eLearning and trainer packs.
  • Internal subject matter experts were up-skilled to deliver training in a professional and consistent manner.
  • Included training on D365 handheld usage for warehouse, refurbishment, and mobile workforce.

Tchibo underwent a sweeping change by implementing Microsoft Dynamics 365 (D365) for Finance & Operations, Field Services, and Customer Engagement. It was to replace over ten legacy systems across the Tchibo Group, including, but not limited to, SAP, eLeader, Oracle, Access, and SQL databases. Furthermore, the core D365 functionality would be rolled out across a number of workstreams: Sales and Marketing, Customer Admin, Procurement, Field Services, Refurbishment, Warehouse, Finance, and Master data.

Due to the large number of systems previously being used across the business, sourcing accurate and reliable information was challenging and often resulted in a fragmented customer experience. With the implementation of D365, Tchibo aimed to provide a single global platform to establish one version of the truth and greater visibility to other departments within the business.

"We are delighted to have supported another large D365 implementation with a bespoke end-user training programme."

Joanne Harrison Optimum Sales Director

The Challenge:

The project had a phased go-live approach across five countries, impacting over 700 users. The client wanted to integrate a variety of tools with D365, including Power BI for reports, ClickDimensions for Marketing, and e-Con for price management, and to also utilise D365 apps on handheld devices for their warehouse, refurbishment, and mobile workforce.

Because their processes were complex and required detailed documentation, they needed a bespoke training solution to teach so many users across so many workstreams.

The Solution:

Optimum developed a suite of training materials, from eLearning videos and quick reference cards, to Trainer Packs complete with lesson plans, presentations, and exercises. The eLearning materials enabled users to self-teach basic concepts, while the lesson plans and exercises provided learners with hands-on practice in small classroom settings.

Optimum consultants also provided Trainer Delivery Readiness courses in order to prepare Tchibo’s internal trainers to teach their colleagues.

The Result:

Tchibo were left with a robust training framework, with professionally designed courses and materials, and a team of internal super users to support the future rollouts to each region.

Outsourcing the training allowed the internal project team to continue with go-live prep.

Adoption of the new Dynamics 365 ERP application has increased productivity much higher than anticipated, with minimum disruption to the stores at go-live.

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