July Webinar
mLevel Use Cases
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Monthly Webinar Series
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Introductions
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Learning Retention + Outcomes
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Use Cases:
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Summary/Q+A
Agenda
Sales Training
Call Center Training Onboarding
Partner Education Software Training Compliance Training
Bryan Austin
Chief Game Changer @ GameOn! Learning
Marjorie Newell
Director of Training @ D4
John Deligiannis
Strategic Account Manager @ mLevel
Chris Weaver
Lead Account Manager @ mLevel
Bryan Austin
Learning Retention
More than a year 7 to 12 months 3 to 6 months 2 months 1 month Less than a month
0% 10% 20% 30% 40% 50%
Percentage of Training Retained
Learning Outcomes + mLevel
Knowledge
Build & Anchor
Knowledge Cognitively Process Skill Application Block Party Check Point Fast Lane Ice Breaker Quiz Ball ShortFuze Coordinates Academy Path Finder Video
mLevel Use Case
Marjorie Newell
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D4 is a managed data and discovery
services company
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D4 established in 1997
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Located in Rochester, NY with
13 offices around the U.S. as well as
operations overseas
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Recognized by
Inc. Magazine
as one
of the fastest-growing private
companies in the United States
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Quick expansion began
happening across the
United States and now
internationally
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Rapid growth led to
inconsistent message
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Need for training became
more and more obvious
and so….
The Need for Training at D4
John Holland, CEO
Philip Mooney, CSO
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First corporate trainer – August 2014
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Need for a consistent message
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Did major “online training” research
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Worked with Game On! Learning,
who advised of mLevel’s benefits
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Presented mLevel to CEO + CSO
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The rest is history!
D4’s Training Development
Marjorie Newell, Director of Training
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mLevel’s online training
platform was simple to use
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Created first mission on day 1!
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Since Nov 2014:
• 86 employees trained w/ mLevel
• 26 unique missions created
• Increase in sales
• Consistent D4 message
How mLevel Met D4’s
Training Needs
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We now have alignment of 22 Sales
Reps, Operations, Marketing, Finance –
very hard to accomplish given our growth
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Discovery Engineers and Sales Reps
are now speaking the same language
to prospects and there is less confusion
in what we are selling
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Less client frustration with the sales
process and the services they have
purchased because sales is not
selling what they “think” it is – they
are selling what we actually offer
John Deligiannis
Audience
New Sales Professionals Goal/Need
• Increase knowledge of core
payroll and reporting products
• Reinforce adherence to
company sales process
• Increase sales by “automating”
knowledge and increasing salesperson confidence
• Drive retention of high-turnover group
How was mLevel used?
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Split into 2 missions
• Products + Reports
• Sales Process (included “high stakes” Path Finder activity)
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Introduced in the 2
ndweek of
a 2-week onsite bootcamp
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Daily trophies for the day’s
top performers
Results
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High engagement and
excitement – users
were playing outside of
work/class hours
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Increase in scores on
final assessment
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Currently studying long-term
effects on sales, retention
Audience
Brand Sales + Marketing Goal/Need
• Targeted to sales/marketing
teams for a specific drug
• Increase knowledge of
competitors’ drugs
• Empower sales professionals to
use the “Challenger” sales approach
How was mLevel used?
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3 separate missions, each
addressing a different drug
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Content and games covered
specific clinical trial data,
dosage, patient population
and other key details
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Rolled out over the course
of one month
Results
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Management reviewed
content mastery statistics
and addressed knowledge
gaps with their teams
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Individuals were assigned
follow-up support resources
to prepare for future sales
calls
mLevel Use Case
Call Center Training
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Differentiated customer
experience
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Customer Satisfaction +
Business growth
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Knowledgebase volatility
• Speed to deployment
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Complex Skill Requirements
• Ongoing practice/refinement
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Metrics
mLevel Use Case
Onboarding/New Hire
Training
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You never get a second
chance at a first impression
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Variable start dates
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Ramp to productivity
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“Community” via cohorts
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Drinking out of a firehose
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Measure/baseline cohorts
against each other over time
Audience
New “Hosts” in Stores Goal/Need
• Stores are undergoing complete overhauls
• Shorten time for new and
recent hires to understand the store concept
• Identify the purpose,
characteristics and goals of each department
Employee Onboarding
How was mLevel used?
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Targeted stored with high
seasonal hiring demands
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Key department info was used
(including many photos) to
identify departments –
products, uniform components,
purpose, etc.
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On day 2 in stores, players
used dedicated iPads to play
after touring the store
Employee Onboarding
Results
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When compared with
traditional participants,
mLevel players reported:
• Increased confidence explaining expectation for the desired
guest experience
• Greater ability to meet
Lowes Foods’ expectations for guest experience
• Expanding program to
mLevel Use Case
Partner Education
Chris Weaver
Audience
Partners and Resellers Goal/Need
• Increase content consumption of
videos, PDFs, and presentations.
• Increase the take rate of the various assessments and certifications provided to partners.
• MAKE LEARNING ENGAGING!
How was mLevel used?
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Videos were uploaded and
housed in the mLevel platform
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Follow-up Knowledge Check
presented in a game-based
activity after every video
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Last activities were External
Links, which brought the
end-user to the corresponding
assessment or certification exam
Results
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TBD
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Mission still in progress…
mLevel Use Case
Software Training
Multinational
Telecom Provider
Audience
HR Employees Goal/Need
• Needed to educate employees
on how to use the talent management software
• Was specifically focused on features, benefits, and how to use new features after releases
• Wanted to increase consumption
of release notes given out during meetings
Software Training
How was mLevel used?
• Knowledge Navigator (Expose),
Game-based activities (Assess), Path Finder (Apply)
• Locking was enabled to control the
natural progression of learning
• Group-able leaderboards were
enabled to promote competition among teams
• Rewards given to the best preforming team
Multinational
mLevel Use Case
Audience
Admissions Counselors Goal/Need
• Complete required annual
compliance training in a more engaging and meaningful way
• Reduce errors made on
recruiting calls, which could lead to violations
Annual Compliance
For-profit
Higher Education
Institution
For-profit
Higher Education
Institution
How was mLevel used?
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15 compliance topics were
broken down into seven
themed “levels”
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Each level consisted of a short
content video, a quiz-based
game and a Path Finder
activity as the assessment
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Admissions counselors had 3 weeks to complete
For-profit
Higher Education
Institution
Results
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Mission still in progress…
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Early results are showing
high levels of engagements
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Early anecdotal feedback is
highly positive
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Use Cases:
Summary
Sales Training Product Training
Call Center/Support Onboarding
New Hire Orientation
Partner Education Software Training Compliance/Policy Process Training Testing Out of ILT Assessment
Ques2ons
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