AIG Insurance uses Amazing Appeal to roll-out new claims processing system to 100+ call center and claims center agents along with facilitation guides for instructors.
The Challenge
- Highly distributed domestic customer service locations
- Inefficient onboarding process for new and current insurance representative on new insurance claim software
- Large team of skilled facilitators required to travel constantly to operations locations
The Solution
- Creation of blended learning curriculum which included live virtual sessions and self-paced online learning modules when enabled all claims representatives to learn at their own pace and connect regularly with facilitator for VILT events
- Inclusion of general and role-specific training
- Ability to administer hundreds of courses easily
- Creation of instructor facilitator guides for instructor-led training sessions
- Collaboration with software development team to understand software features and issues
- Partnership with internal communications department to properly product features in marketing collateral
The Impact
- Cohesive and intuitive learning experience for all applicable roles
- Consistent engagement and excitement from new hires
- Reduction in onboarding cycle time
- Increased instructor productivity—increased course preparation and development time
- Missed training and refresher training options available regardless of business situation or geographic location
- Accelerated technology adoption across multiple roles