1.
July
2015
Case
Study
Removing
the
employee
training/competency
risks
associated
with
new
system
deployments

2.
Background
Last
year
Durapipe
celebrated
their
60-­‐year
anniversary
and
are
regarded
as
the
foremost
manufacturer
of
plastic
pipe
solutions
in
the
UK,
with
a
formidable
track
record
of
award-­‐winning
customer
service
excellence.
With
loyal,
time
served
staff,
loved
and
respected
by
their
clients,
Durapipe
implemented
a
new
operating
system
in
summer
of
2014.
Confidence
and
morale
of
the
Customer
Service
team
plummeted
as
the
employees
felt
that
they
couldn’t
understand
the
new
system,
were
less
competent
than
on
the
previous
system
and
as
a
result
were
failing
to
deliver
against
their
customer’s
requirements.
Something
had
to
be
done.
Very
Clear
Objectives
It
was
obvious
from
very
early
on
in
the
new
system
launch
that
there
were
problems
and
that
the
team
weren’t
learning
from
the
well
prepared
and
excellent
training
material.
Simply
being
trained
wasn’t
good
enough,
Durapipe
needed
these
employees
to
genuinely
learn
how
to
use
the
new
system.
Rebecca
Findon
the
Customer
Service
Manager
at
Durapipe
was
responsible
for
overseeing
the
implementation
and
on-­‐going
operation
of
Clever
Nelly
set
some
very
clear
objectives;
• Get
the
Customer
Service
Team
back
to
their
award
winning
standards,
by
ensuring
that
the
genuinely
learned
precisely
how
to
operate
the
new
system
• Minimise
the
downtime
suffered
by
the
Customer
Service
Team
during
this
training
intervention
because
it
is
a
really
busy
department
and
taking
staff
off
the
phones
to
be
trained
simply
exacerbated
the
lower
service
standard
issues
being
suffered
by
clients.
• Traditional
classroom
style
training
was
no
good
because
what
was
required
was
on
the
job
support
and
training
in
a
live
client
service
environment
The
Solution
Clever
Nelly
is
a
genuinely
unique
software
application
that
guarantees
that
what
employers
train
their
employees
the
employee
learns
and
best
of
all
using
Clever
Nelly
usually
only
takes
on
average
1
minute
47
seconds
of
an
employee’s
day.
With
Elephants
don’t
forget
guaranteeing
the
outcome,
managers
like
Rebecca
love
Nelly
because
unlike
all
other
training/learning
interventions,
Nelly
doesn’t
disturb
the
employees
normal
working
day.
Nelly
is
intelligent
and
learns
from
individual
user’s
responses,
adjusting
the
level
of
interaction
with
the
employee
and
automatically
altering
the
content
to
support
the
individual
employees’
demonstrated
knowledge
and
competency
gaps.
Using
a
combination
of
repetition
and
spaced
learning,
Nelly
cleverly
and
gently
supports
every
employee
in
a
business,
improves
individual,
and
thereby
enterprise
wide,
knowledge
and
competency
over
time
and
then
unobtrusively
maintains
it.

3.
“Nelly
is
a
great
learning
tool,
not
because
it
taps
into
one
of
the
processes
that
allows
people
to
learn
with
little
effort,
but
because
it
combines
a
number
of
these
processes.
Repetition
with
emotion
taps
in
to
the
way
that
our
memory
has
evolved
to
work
by
clearly
highlighting
the
information
that
is
important
to
learn
in
the
moment.
Spaced
learning
increases
the
repetition,
again
highlighting
the
importance
of
the
information
to
learn.
By
not
only
repeating
the
information,
but
also
testing
it
at
the
same
time,
deeper
learning
is
fostered.
And
all
this
happens
while
reaping
the
reward
of
activating
our
curiosity”
Professor
Patricia
Riddell
Head
of
Neuroscience
and
Psychology
at
Reading
University
Nelly
does
this
by
asking
employees
time
limited,
multi-­‐choice
questions,
via
email,
or
an
app
on
a
smart
phone,
a
tablet
or
even
a
highly
secured
desktop
app
(for
high
security
environments).
Employees
can
choose
when
they
answer
their
questions,
which
are
randomly
delivered
throughout
the
day.
Nelly
doesn’t
‘interrupt’
the
employee’s
work
insisting
on
an
answer
there
and
then,
employees
are
free
to
determine
when
to
answer
questions.
On
average
Nelly
asks
3.4
questions
per
employee
per
day
which
takes
on
average
just
1
minute
47
seconds
of
the
employee’s
working
day.
The
questions
that
power
Nelly
are
crucial
to
her
success
and
our
authors
at
Elephants
don’t
forget
will,
if
the
client
requires,
author
all
the
questions
based
on
the
client’s
training
content.
Deploying
nelly
even
in
a
small
cohort
like
the
20
staff
at
Durapipe
will
mean
that
Nelly
manages
almost
26,000
individual
targeted
training
interventions
in
a
year!
Safe
in
the
knowledge
that
Nelly
would
ultimately
fix
all
employee
knowledge
gaps,
Rebecca
could
also
use
this
brilliant
MI
to
determine
if
a
more
urgent
intervention
was
required
for
that
individual

4.
The
Outcome
Since
deploying
Clever
Nelly
in
November
2014
Durapipe
have
seen
staggering
results.
Morale
and
confidence
in
the
team
has
been
transformed,
customer
service
levels
have
improved
and
productivity
increased.
Most
significant
is
the
fact
that
Customer
Service
processing
errors
have
fallen
below
the
stretch
1%
target
and
are
now
running
at
just
0.6%
which
means
the
Customer
Service
team
is
not
spending
valuable
time
rectifying
faults
but
instead
helping
clients
to
buy
more
of
Durapipe’s
product
range.
Durapipe
are
so
impressed
with
what
Clever
Nelly
has
done
to
return
the
Customer
Service
team
to
former
glory
that
they
have
just
agreed
to
implement
Clever
Nelly
in
their
UK
sales
team
and
other
group
companies
are
considering
how
they
might
benefit.
Rebecca
commented
“Clever
Nelly
has
completely
changed
the
way
we
look
at
training
and
up
skilling
our
staff.
It
is
easy
to
use
and
has
allowed
the
team
to
learn
without
realising
it.
The
change
in
the
team’s
confidence
and
ability
has
been
shown
through
our
KPI’s
but
also
the
morale
within
the
department.
Clever
Nelly
offers
bundles
of
support
along
with
a
user
friendly
website
in
which
analysis
of
the
team’s
performance
can
be
reviewed
in
greater
detail.
I
would
recommend
Clever
Nelly
to
any
company!
”