Ensuring Success Via Stellar Customer Support

Background

Henry Schein, a global leader in providing health care products and services, wanted more from their ethics and compliance (E&C) training programs. With over 23,000 employees worldwide, the company required a robust, efficient system to ensure comprehensive compliance training across diverse regions and regulations. The existing system was failing to meet their expectations, especially when customer support was needed.

Setting the Stage

The E&C team at Henry Schein, including Associate Manager for Learning and Communications Stephanie Peterson and Compliance Analyst and LMS Administrator Andy Sanchez, was tasked with the vital role of overseeing the company’s training platform. Their responsibilities included troubleshooting system issues, providing metrics and completion data, and collaborating to drive completion rates. They were unsatisfied with the reactive nature of their existing system and the inadequate support from the previous vendor. Sanchez reflected on the challenges, saying, “We really wanted a system that could provide stellar customer service…if something goes wrong, we need to have it addressed as soon as we possibly can because that was one of our biggest pain points with our old system. We were waiting weeks, sometimes months, to get issues resolved,” which hindered their progress.

Identifying the Gap

During a comprehensive review of their training programs, it became evident that the current system was unacceptable for Henry Schein’s diverse workforce. Peterson noted, “People were disengaging because the courses were becoming repetitive and less engaging.” Additionally, the lack of proactive support from the vendor led to prolonged issue resolution times, further frustrating the team and affecting the overall training efficiency.

SAI360 Enters the Scene

To address these challenges, Henry Schein turned to SAI360. The transition to SAI360 brought immediate improvements. The proactive support was a game-changer. The support team actively monitored the implementation of the learning program and promptly addressed any issues, drastically reducing resolution times. Sanchez highlighted, “The support from SAI360 has been phenomenal. Issues that used to take weeks are now resolved within hours or days.” Peterson and Sanchez were also impressed with their dedicated customer success manager and the larger SAI360 team, who provided program planning recommendations and saved them valuable time and resources.

Industry-Leading Content

The diverse and engaging training materials offered by SAI360 reinvigorated the learning experience for employees. Peterson emphasized, “The new content is interactive and relevant, which has significantly increased engagement and completion rates.” Additionally, SAI360’s intuitive layout improved the user experience, making it easier for employees to navigate and complete their training. Sanchez added, “The new system is so much more user-friendly. Our employees are no longer frustrated with the training process.”

Rollout/Implementation and Future Plans

The implementation of SAI360’s content and learner management system has yielded remarkable results for Henry Schein. The fresh and engaging content has led to higher participation rates in the E&C training programs. Henry Schein prides itself on being an organization of integrity, and the robust analytics and reporting features of SAI360 have improved visibility and accountability for training completion, helping to foster this value.

Building on the success of the initial implementation, Henry Schein plans to continue leveraging SAI360 to further enhance their E&C training programs. The company aims to introduce new, role-based training topics and implement shorter, more frequent microlearning modules to keep employees engaged and informed, as well as utilize more of SAI360’s cutting-edge analytics offerings.

Benefits and Impressions

Peterson and Sanchez are also hearing positive feedback from employees at Henry Schein, highlighting the diverse scenarios and the quality of voiceover and translations. One course that particularly resonated with the organization is SAI360’s Preventing Global Modern Slavery, which helps learners become aware of and identify risks, as well as respond appropriately to them. Sanchez also shared that one learner initially contacted him to ask why taking the course was necessary, but then responded again after completing the training, and praised its utility and quality.

Closing Thoughts

In closing, Peterson shared the following comment: “Honestly, [the SAI360 team] are so friendly and helpful and positive people and I’m actually really excited to go and meet with them every week, just to talk to them.”

Key Takeaways

Henry Schein’s partnership with SAI360 has transformed their E&C training program, addressing challenges and delivering substantial benefits. The exceptional customer service and support have been instrumental in this success, ensuring that Henry Schein’s employees receive the high-quality, engaging training they need to uphold its commitment to integrity.

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