How Dina Elborai Supports THE One In Achieving Their Business Objectives
Axonify, the world’s leading frontline LMS is one of Biz Group’s flagship offerings. Designed especially for the frontline and providing learning on the go and in the flow of work, Axonify helps organisations solve real business challenges through AI-based microlearning.
As exclusive partners of Axonify in the Middle East, Biz Group helps organisations implement the learning solution, evaluate current content, map out what learning content they need and build a plan to bridge gaps. However, our job is not done once we have signed the contract and implemented the tool. We ensure that our clients make use of Axonify to the fullest.
This is where Dina Elborai comes into the picture.
Dina is a Customer Success Manager at Biz Group, who ensures that our clients who use Axonify can use it at its optimum and solve their business problems. She consults with the clients and supports them so they can leverage Axonify to its fullest and make sure that Axonify helps them reach their business goals or department goals and solve a business challenge they might be facing.
This article will highlight how Dina helps THE One, Total Home Experience, a UAE-grown Lifestyle Brand, achieve its business objectives.
Currently, THE One has 22 stores and 1 Bistro restaurant across the Middle East and North Africa. The growing workforce spread across different geographical locations posed the challenge of training their frontline, keeping them informed, and communicating with them efficiently.
THE One was looking for a training solution that would allow them to improve staff knowledge growth for improving sales conversions and help them deliver exceptional customer service.
How Dina Supports THE One
Dina follows a consultative approach to solving clients’ business problems. Dina sits with them to understand their business challenges and ensures that Axonify can help them solve them. She likes to involve all the stakeholders to understand their goals. For instance, success can look very different from the HR perspective than the Operations or Management view.
For HR, onboarding, improving people’s performance, and increasing employee engagement are essential. On the other hand, Operations know the business’s heart and soul and understand the stores’ day-to-day challenges and what the end users face daily.
Dina brainstorms ideas with the team, asking them questions and helping them generate more value from Axonify. For instance, an organisation may have onboarded Axonify for regular training and accessible communication with the frontline. Dina goes beyond the initial ask and ensures they can measure the impact of training on the sales numbers or NPS scores also.
Increasing Sales Conversion
THE One started a series of training programmes with users. They wanted to focus on certain top-selling products and ensure the staff knew everything about it and were able to upsell and cross-sell products.
Instead of just using Axonify to answer some training questions, Dina suggested adding videos to make the training experience more engaging. According to THE One’s internal survey, within the first six months of using Axonify, users reported that the knowledge they gained about suggestive selling and cross-selling, among other topics, helped them to do better on the job.
In fact, the top performers on Axonify are usually the top-performing employees. As a result, THE One reported a 10% increase in sales conversion rates by training with Axonify 5 times a week.
Improving Employee Engagement
Ensuring the frontline staff is engaged with the company values and objectives can be very hard. As people are scattered across different locations, communication from the Head Office can take time and effort.
Axonify’s Timelines feature helps achieve effective communication and employee engagement with the frontline staff in different locations and improves the overall organisational culture. THE One also recently bagged the Great Place to Work Award.
Ensuring Customer Success
Making sure that the client is comfortable and empathising with the client’s challenges is one of Dina’s top priorities. She delivers support that goes beyond contractual agreements and support tickets.
‘I am one of your team members; I am not a third party,’ says Dina. ‘My role is to make sure my clients are successful in front of the business.’ She can coach them on how to present the numbers, suggest ideas to improve a process or answer questions that might pop up from the reports Axonify generates. Ultimately, client success is Dina’s success.
How Maria Abarca helps clients achieve their End Game
At Biz Group, we believe that all learning is a journey, and cannot be achieved with a single training session or workshop. Each organisation has specific business challenges and learning solutions need to be curated and delivered keeping the client’s End Game in mind. Which is why we have a team of expert solutions advisors, training consultants, and project managers who work tirelessly to ensure that our clients have an incredible learning experience, and can also solve real business challenges with learning.
In this article, we talk about one such Bizzer who works behind the scenes to ensure complete client satisfaction.
Maria Abarca is the executive assistant to our CEO, Hazel Jackson. Apart from managing Hazel’s schedule and in general making her life easier, she also manages Hazel’s clients and works as a Project Manager.
Curating Learning Journeys
Maria is the crucial link that connects our solutions team, training consultants, and clients. Her main role is to make sure that we deliver on the End Game promised to the clients and ensure smooth execution of the Learning Journeys.
As a first step, our solutions team identifies the main business challenges our clients are facing, and curate custom Learning Journeys that solve their problem.
During the training workshops, our training consultants introduce how participants can apply the learning in the workplace. And inject assignments during the training.
We then provide a gap to practise what participants have learned during the training session.
Once the participants have had enough time to practise, we organise Learning Circles to discuss and identify potential business applications. These Learning Circles are run by our training consultants who encourage participants to speak up and share the application and any stucks they may have encountered.
Measuring the Impact of Learning
At the end of the Learning Journey, Maria asks the participants to submit the assignments about their learning and experience with the training session. The assignments typically consist of the following questions –
- What is your learning?
- What is the business problem you were trying to solve
- Which tool did you use
- How did you apply the learning?
- What was the result?
Maria goes through the assignments to see how the participants applied the learning in their day-to-day work and identifies the potential business results. She then creates detailed reports that attribute the learning to the expected business results.
‘It’s not about the quantity of the assignments, but the quality,’ says Maria. ‘Clients come back to us saying they see a real behavioural change in the organisation and can refer to the reports that prove the application of learning. They learned something, and they applied the learning. It is a proud moment for us as we are able to help them achieve their End Game.’
Maria, as a Project Manager acts as a bridge between our solutions team and training consultants, making sure everyone involved is aware of what we are trying to achieve.
How John Paul Mogatas Supports Our Clients by Acting as an Extension to their L&D Team
One of Biz Group’s five brand promises to help deliver business impact is to provide extensive support and flexibility to achieve your End Game through Learning.
We provide a dedicated Customer Success Specialist who acts as your single point of contact and ensures each Learning Journey and Learning Experience is delivered with seamless support to maximise results.
In this article, we talk about John Paul Mogatas, fondly known as JPM, who works in the Biz Group Customer Success Team as a Project Manager. He is a classic example of how we live and deliver the Biz Group value of going beyond expectation in supporting our clients.
Fulfilling client expectations
JPM works with our clients to understand their expectations and discusses the final Learning Journey. This gives our clients clarity about the training topics, our training consultants, and the workshop structure. A Project Timeline is then agreed upon to ensure the Learning Journey is completed on time.
Next, he shares the Project Management Plan with the clients. Establishing the check-in process and the communication process and plan gives clients clarity about the rollout of the Learning Journey.
Apart from ensuring that the Leadership Journey is delivered per the requirements, JPM also works as an extension of our clients’ L&D team.
He is the go-to person for managing the complete Learning Journey for our clients. He handles clients’ internal communications, coordinating with the participants to ensure they have everything they need before the training session. Sending the prework and providing they complete it beforehand helps prepare the participants and makes the training session more engaging and impactful.
Working with leaders
At Biz Group, we work extensively on Leadership Development and have delivered many Leadership Development Journeys over the years. However, working with leaders can be tricky. Often leaders can be busy and occupied with urgent situations that they need to handle and may not be able to attend certain training workshops. In such cases, JPM helps them catch up, so they are up to speed in the next training session.
To avoid absenteeism as much as possible, JPM manages the communications with the participants to ensure they attend the training. Post the session, he gathers the feedback and assignments. ‘It’s important for participants to understand that it’s not just a tick-the-box exercise. It’s a crucial part of the Learning Journey for them to have the best experience and impact.’ says JPM.
Are the participants learning? Is the content effective? Is the course or workshop relevant? JPM gathers such feedback and provides a summary per learning module. Basis the feedback, we tweak the next Learning Journey to make it as relevant and impactful as possible.
Regular check-ins and proactive communication have developed positive relationships and bonds with our clients. ‘I have become a household name!’ jokes JPM. ‘I am glad to be working closely with the clients and participants.’
JPM provides support and handholding to our clients from the project conception to delivery, ensuring they have a smooth learning experience. From managing the participants to working closely with the L&D team, JPM helps our clients achieve their End Game with seamless support.