EduScan
COMPANY OVERVIEW
EduScan is a education computer software company located in Indianapolis, Indiana. EduScan was founded in 2012 and has since grown to become one of the largest producers of standardized testing software in the United States.
SITUATION
The company has grown so rapidly in both sales and technology within the last 24 months that they are seeing a decline in positive experiences within their customer service and sales department. EduScan contracted with Hoosier Instructional Technologists to analyze the performance need and create a plan of action.
The company did not have an effective way to communicate between the sales staff and the customer service staff which led to a lack of product knowledge. Furthermore, due to many of the customer service staff working remotely, it was difficult for EduScan to ensure staff was using the most up to date product knowledge and familiar with the products’ functionality.
The two main barriers to effective interdepartmental communication that HoosiersIT identified were the physical separation and systems separation. With many employees working remotely it was difficult to communicate with other departments. Furthermore, each department was using a different software system and training model.
ACTIONS
Hoosier Instructional Technologists came in, did a thorough Needs Analysis, conducted research with manufacturing reps, previous and current customers of EduScan, employees and senior management to get a holistic vision of the needs of the organization. After identifying the needs of the organization, Hoosier Instructional Technologists did a thorough Cause Analysis to establish an action plan for the company that would have a positive impact on their overall goals:
-Launched a Performance Improvement Plan to increase interdepartmental communication
-Developed a collaborative intranet network
-Developed online training models to increase product knowledge for remote employees
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RESULTS
“As an owner and entrepreneur, I know how important communication is for the growth of the business. We had a great product, as well as great customer service to deliver that product, and we wanted to communicate our unique point of differentiation in an authentic way. HoosierIT has done a great job developing strong interdepartmental and educational techniques that will benefit every person within our company. These improvements work hand in hand with our sales activity and produce tangible results."
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-Owner & CEO at EduScan
"HoosierIT is a true strategic partner to initiate efforts that have helped us meet our core business goals. They don’t spend money needlessly on ineffective, high-profile tactics that don’t work. They focused on stimulating our most critical key performance indicators with relevant, cost-effective improvements that have contributed to tremendous growth for our company."
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-Director of Sales & Operations at EduScan