SVB Financial Group - CBT

SVB Financial Group provides diversified financial services to emerging growth and mature companies in the technology, life science, private equity and premium wine markets. Silicon Valley Bank, Santa Clara, Ca. required over 2 hours of training video and interactive practice sessions to bring the 750+ users up to speed on using the highly customized Dynamics CRM application with intricate workflow processes (automated and semi-automated) in the application. Even months after the initial training, the e-learning content is still being used on CD as a refresher to raise the comfort level of existing users and train new users that have joined the bank. Professional quality voice was used throughout these demos.

SVB Alliant Windows Help System

SVB Alliant is a leading investment banking firm and provides Merger and acquisition and private capital advisory services. They were implementing Dynamics CRM and needed both a means of providing training to multiple branch offices simultaneously, and the ability to update future changes in the application based on changes in workflow. This demo shows the windows based help system which was created so that anyone with a basic knowledge of HTML or even Word could make modifications and insert new topics and subtopics.

SVB Alliant- Web Help System with Glossary and Indexing

As you can see in this example for SVB Alliant, there is much more to the instructional design process than just capturing screenshots. It is necessary to represent the application in real world terms that make sense to those that will be using it.

Citizens Energy - CRM Configuration

The Citizens Energy Oil Heat Program has delivered millions of gallons of discount home heating oil to poor and elderly households in Massachusetts and the Northeast since 1979. More recently, it has extended the program to 16 states. At Citizens Energy, they needed the capability for Customer Care to be able to respond to all incoming phone calls during the Oil Heat program, and have the answers at their fingertips. For Customer Care, we were able to configure CRM with new entities that allowed for Customer Care to easily locate the information, and with the provisions for them to research and input new information of their own, including Crisis Resources, FAQ and Top Responses.

Citizens Energy- Portal for Call Center

For the Call Center, an online Portal was created that allowed the Call Center Representatives to walk through the application without logging in to CRM, and utilize the green scripts on the left side when prompted with different scenarios. When clicked, a pop-up window like the one you see on this page appears.

Nationwide Graphics/Premier Print Organization- Divison Management Guide

The Nationwide Graphics/Premier Print Organization (NG/PP) is a leader in the commercial printing and supply chain business management industry.  There are sixteen companies within the Nationwide Graphics/Premier Print group that needed some method of measuring consistent metrics. A User Training Guide was created for all Users at each company and a separate Division Management Guide was created that merged senior management strategies and processes in to CRM.

US Press Direct- Combination Dynamics CRM and E-Commerce Storefront

Upward Momentum provided an online help system for the US Press Direct online storefront to allow the Users to more easily navigate through the storefront and order print media online. Go to http://www.uspressdirect.com and click on “Steps to Click and Print.” When asked to choose Flash or HTML, choose Flash.