Saba Fallstudie: Mitel Deploys a Global Training Operation with Saba®

case study Mitel Mitel Deploys a Global Training Operation Mitelisamarketleaderforvoice,videoanddataconvergenceover with Saba® broadbandnetworks.Withafocusontheuserexperience,the companydeliversadvancedcommunicationssolutionsthatareeasily Solution Overview customizedforindividualbusinessneeds.Mitelsolutionsextendfrom intuitivedesktopappliancesandapplicationsthroughtoapplications Industry — Telecommunications andservicesgatewaysthatenablebusiness-processintegration Challenge andenhancement.Customersareprovidedwithinnovativeways Deployaglobaltrainingstrategyina toleveragetheirresourcesandmigratetothebenefitsofIP compressedtime-frame communicationsattheirownpace.MitelisheadquarteredinOttawa, Benefits Canada,withoffices,partnersandresellersworldwide. • Createdglobaltrainingoperation  • Morethandoubledtraininginfirst  threemonths • Improvedefficienciesenoughtoredeploy  “ With Saba, we have not needed to add any additional training facilities or the associated costs as customers are taking trainingstafftomorestrategicfunctions advantage of the other training delivery methods and a more ” • Increasedrevenuefromtraining blended learning approach. department LynnMcCormick,Manager,HRandTrainingSystems Solution Mitel Saba®LearningSuite Saba®Publisher Centra®Symposium Saba Closes the Gap Withthemovefromtraditionaltelephonysolutions(PBX’s)inthelate 1990stovoice-over-IP(VoIP)solutions,Mitelknewitstheirexisting resellerchannelswouldexperiencealargetraininggap.Theresellers knewvoicetechnologyverywell,butIPanddatanetworkswere completelynewtomost.Mitelalsohadrapidlygrowingchannelsto supportitsnewproductlineswithexperienceindata,butnotinvoice. Thecompanyhadapolicyrequiringthatresellersmaintaintrainingon thelatestproductreleasesinordertogetsupportfromMitelandtobe abletoorderproducts. Atthetime,themajorityofMitel’strainingwasdeliveredvialeader-led coursesinoneoftheregionaltrainingcenters.Registration,studentfile managementandothertrainingadministrationfunctionsweremainly manualprocesses.Thecostofprintingandshippingtrainingmaterials wasrapidlyincreasing.“Wehadtwohome-grownLotusNotes-based onlinetestingsystems—oneinNorthAmericaandoneintheUnited case study | Mitel Kingdom.Notonlywerethesesystemsnotdesignedfor anticipatesprocessingapproximately45,000registrations highvolumesordeliveringWeb-basedlearning,butalso, inNorthAmericaalone.“WithSaba,wehavenotneededto thesystemswerenotintegrated.Wedidnothaveaglobal addanyadditionaltrainingfacilitiesortheassociatedcosts viewoftrainingnorwereweabletosharecontent,”said ascustomersaretakingadvantageoftheothertraining LynnMcCormick,manager,HRandtrainingsystemsat deliverymethodsandamoreblendedlearningapproach. Mitel. Leader-ledcoursesthatwereoncetwotothreeweeksare nowonlyoneweekwiththerestofthecontenttakenvia Withtheanticipateddemandandgrowthoftrainingwith self-studyandWeb-basedcourses,”saidMcCormick. thenewtechnology,Mitelneededamoreversatile,robust andglobalsolution.Mitelhadtoreachabroaderaudience SabahasenabledMiteltorealizeareductionincostsin withamorediverseandblendedsetofcourseofferings manyareas.Thenumberofadministrativesupportstaff thatleveragedtheWebande-learningtechnologies.After previouslyrequiredtodoallthemanualprocesseshas athoroughreviewprocess,SabaLearningwasMitel’s droppedsignificantlyfromninetofourbecauseofSaba’s ultimatechoice. automation.“We’veredeployedthoseemployeesintomore proactiverolessotheyaresellingsomeofthetraining.Our Saba Supports Global Strategy trainingrevenuehasincreasedbecauseit’smucheasierto In001,MitelimplementedSabaLearningtotheNorth delivernow,”explainedMcCormick.Inaddition,because Americanemployeesandresellers.MitelcustomizedSaba, trainingmaterialsandcertificatesaredownloadedonthe addingcustomer-andemployee-requestedenhancements Web,Mitel’sprintingandassociatedcostshavebecome andfunctionality.Thiscustomizedsystemrequired almostnonexistent. maintenanceandsupportfromaresourceperspective. In003,Mitelbeganworkingonupgradingtoanewer Mitel’scustomersalsobenefitgreatlyfromSabaLearning. releaseofSaba.“Ourgoalwastominimizethenumberof “Ourcustomershaveaccesstotraining4x7from customizationsandtheresultingsupportandmaintenance, anywhere.Theycannowaccessawidervarietyoftraining takeadvantageofSaba’snewfeatures,andendupwitha coursesanddeliverymethods,selectingthosethatbestsuit singlegloballearningmanagementsystem.Wesuccessfully theirneedsandbudget.And,theydon’thavetowaittoget accomplishedthisintwophases—upgradingtheAmericas theresultsoftestsorcertificatestobemailed,asitisnow andthendeployingglobally.TheAmericasgo-livedatewas online,”McCormicksaid. November004andthefinalglobalgo-livewascompleted MitelhasbeenusingCentraSymposiumtodelivervirtual inMay005,”saidMcCormick. trainingsincethelate1990s.“WhenwelaunchedSaba, MitelhasdeployedSabaineverycountrywhereMitelhas wewereabletoseamlesslyintegrateSabaandCentrato operationsorcustomers.Currently,Sabasupports5,000 provideasinglepointofaccesstothevirtualclassroom externalusersand1,700internalemployees.“Ourstrategy fromSaba,”explainedMcCormick.“Wenolongerneedto forlearningisdefinitelychangingnowthatMitelhas sendoutdetailedinstructionstoeachstudentonhowto expandedglobally.Wehaveaglobaltrainingoperationnow. useCentra.Theysimplyclickthe‘Launch’linkfromwithin Nomatterwhereourinternalorexternalusersare Sabaandimmediatelyjointhevirtualsession.” located,theyhavemanyoptions.Whetherit’saleader-led orvirtualclassorself-studies—SabaLearninghelpsMitel Saba Publisher – Integration Saves Time realizeourglobalizationstrategy,”saidMcCormick. AllofMitel’scontentisdevelopedin-houseusingSaba Quick and Cost-Saving Results Publisher.BecauseSabaPublisherisintegratedwithSaba WithinthefirstthreemonthsoftheSabaimplementation, Learning,Miteldidn’thavetobeconcernedaboutlinking Mitelprocessedover7,000registrations,representingmore intoadatabasewithacustomsolution.“Nodoubt,Saba thantheentireprecedingyearof6,500.Thisyear,Mitel PublishersavedMitelalotoftime.Wesetupanumberof  case study | Mitel templatesforthedifferenttypesofcoursesweoffer.Our contentdevelopersjusthadtoplugintheircontent.Itwas verystraightforward,”saidMcCormick.