MS Dynamics 365 CRM Systems Training
– Global Implementation for a Medical Business
This business is a global medical products and technologies company focused on therapies for the management of chronic conditions. With over 8,500 employees, they hold leading market positions in advanced wound care, ostomy care, continence and critical care, and infusion devices and do business in more than 100 countries.
They were keen to engage First Friday due to their extensive expertise and experience on similar programmes.
The aim of the programme was to implement a standardised version of Microsoft Dynamics 365 CRM across all global markets. A phased approach was taken to the implementation and subsequent training:
- Phase 1 involved upgrading the existing CRM system across several European markets (UKI, DACH, Nordics, France & Netherlands) and launching the new system into two new markets (Iberia and Belux)
- Phase 2 involved launching the new system into a further 2 European markets (Italy and Poland), and also into North America
- Phase 3 focused on South America, upgrading the existing CRM system in Brazil and launching the system for the first time in Colombia
- Phase 4 moved to Asia, with a new implementation in Japan and China
The Challenge
The brief was to design, develop and deliver a comprehensive suite of virtual CRM training for Leadership and Sales Force teams. A Train-the-Trainer approach was taken, with First Friday upskilling over 150 lead CRM Champions who in turn delivered training virtually to the end user population in each market. In the South American market, First Friday trainers also delivered training to the sales force teams.
A core team of 6 First Friday consultants with extensive experience of CRM systems worked on the programme, developing a comprehensive set of training materials designed to support the Champions in their delivery. This content was developed to be engaging and interactive with knowledge checks and demos, as well as easy reference guides for end users.
The Solution
Training was delivered on the First Friday Learning Experience Platform (LXP) and via Teams, allowing the delegates ease of access and a consistent approach.
- Training delivery began with the CRM Champions attending the First Friday virtual Train-the-Trainer programme to learn how to train, how to run a virtual classroom, and how to deliver the end-user training
- Champions then attended systems training courses which provided them with the knowledge and skill required to cascade the CRM training to their local teams
- Leadership training was also delivered to relevant members of the senior leadership team
The First Friday team coached and supported the Champions throughout this, providing them with best practice hints and tips for training delivery and support.
