THE CHALLENGE
The state of North Dakota had a desire to lower the support costs associated with inbound “How To” calls as well as downstream issues caused by incorrect or out of sequence actions taken by end users. They also wanted to update their approach to supporting users, while modernizing their training materials.
PROPOSED SOLUTION
Oracle Guided Learning (OGL) was demonstrated and proposed to deliver a modern experience to “digital adoption.” The initial focus would be on digitizing and centralizing offline training materials while expanding the volume of processing guides. But it would also be used to focus on minimizing specific support requests and data problems.
SERVICES PROVIDED
- Licensing of Oracle Guided Learning
- Implement SpearMC’s Starter Kit of pre-built content
- Create custom guides tailored to the State’s specific needs
The Results
The State found an immediate return on their investment with an overnight elimination of support calls related to specific data problems and user errors. OGL adoption has exploded and users are extremely satisfied with their ability to get automated guidance. The State was recognized as a Feature Innovator by Oracle.
