Client Profile
Our client is a large Indian Oil and Gas exploration and production firm with 563 vendors across multiple services. The organization accounts for more than a quarter of India's domestic crude oil production.
Business Challenge
• With a recently launched online portal for vendor work order management, the client was facing challenges in working around the portal as they had a large vendor base across multiple services who were not tech-savvy to use the online portal
• Most of the vendors were not able to navigate through the online portal thus leading to multiple calls from vendors daily and the need to resolve their queries costing the client lakhs of rupees for dedicated customer support every month
Solution Designed
• All the possible FAQs by vendors were listed down after which a guide of the portal was developed that included the features of the portal to ensure all the vendor queries were answered in one go
• A step-by-step guided animated video of the portal was created to answer all the FAQs about the portal and to show the way to enter, view, modify, and delete the data in the portal
• The animated video tutorial was made multi-lingual to make it simple for the vendors to understand and digest the content
• The video tutorial was deployed on the client portal to make it easy for any vendor to log in and view the tutorial before accessing any functions of the portal
Business Impact
• The client got a solution that easily cleared all the vendor queries without the need for customer support to resolve them on a daily basis
• The frequency of customer support calls by the vendors was reduced drastically
• The vendors were no longer facing issues in navigating and using the portal
• The animated step-by-step video guide with multiple language support made it much easier for vendors to understand the content
• The monthly cost of dedicated customer support was saved with just a one-time investment in developing the video tutorial
Let us help design a multi-lingual animated video-based eLearning onboarding course for you!
Feel free to reach out to us at yg@infonative.net
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