Telstra is the largest Australian-based telecommunications company with over 30,000 employees in 23
countries. They offer a wide variety of technology products and services to a multitude of audiences,
both enterprise and consumer. Telstra was faced with an unprecedented challenge when the Australian
government mandated the transition of all wholesale fixed-broadband services to a nationalised
wholesale broadband network.
As the incumbent provider of wholesale telecommunications services, this shift introduced immense economic and competitive challenges. For Telstra, the writing was on the wall: adapt quickly or suffer severely.
As the incumbent provider of wholesale telecommunications services, this shift introduced immense economic and competitive challenges. For Telstra, the writing was on the wall: adapt quickly or suffer severely.
Challenge
Previously, the learning material was a conglomeration of generic and disparate programs, consisting of PowerPoints, WebEx sessions and ad-hoc videos. This disparate mass of content presented roadblocks to both those distributing the learning materials and the learners who needed to get it.
“Intrepid is perfect for modern, compact and time-efficient learning experiences. It delivers what learners need and expect, no fuss learning on the go, tailored to available time and environment. Most importantly, it makes learning fun.”
Dmitry Alexandrov - Accreditation Training Program Manager, Telstra
Telstra now needed a comprehensive digital learning program that could enable rapid and efficient distribution of global capability programs with thorough reporting to validate the efforts. The sales organization in particular needed to be more effective and move faster to compete in the new competitive environment. Telstra also wanted to implement a new sales training methodology—the “Telstra Way”— based on programs from the renowned sales enablement training business Korn Ferry (previously Miller Heiman). The desire was to wrap all the knowledge and skill-building on a single platform for both new and existing salespeople.
0
Enterprise Sales
Employees
Employees
0
Days Saved
in Training
in Training
$0.8M
Saved in
Employee Payroll
Employee Payroll
Solution
Telstra’s leadership quickly created the Telstra Enterprise
Academy on the Intrepid platform. The Academy was
designed to serve as an innovative learning hub for all
Telstra Enterprise employees to access training, knowledge,
and capability programs. The Academy was built with
comprehensive learning tracks and timeline expectations
for the development of key capabilities across 12 Enterprise
role-types, from induction and onboarding all the way up to
advanced professional and technical skills.
“We couldn’t have trained 1400 people globally with the time and budget we had, without (Intrepid).”
Damien Lorschy - Telstra
Telstra's leadership partnered with Intrepid to bring this vision to life on the Intrepid platform, focusing on targeted, accessible learning that is not only relevant, but drives measurable outcomes. Focusing on quickly and easily getting the Telstra Way up and running, Intrepid structured the sales content into multiple categories (About Us, What’s Hot, etc.) that streamlined accessibility and ease of navigation.
In addition to creating an easy-to-understand and navigable site, the experience was humanized with videos of real Telstra sales leaders and guides. This provided crucial context for the experiment and let learners know the site was endorsed by leadership and relevant to their work. Gamification was also used with points for content consumed, badges for tasks fulfilled, and leaderboards showing top point-getters demonstrating mastery of the systems. All this encouraged healthy competition among the learners.
Telstra’s Capability and Growth team, a six-person team, was able to hit the ground running, launching the first program within eight weeks of implementation design session with Intrepid. The accessibility of building and launching on the Intrepid platform enabled the Academy to quickly integrate into Telstra’s Learning and Development workflow.
Within six months of launching the Academy on Intrepid, the team had doubled the amount of enterpriseoriginal content hosted on platform, all done completely in-house, by a lean, agile team of three instructional designers. Additionally, the architecture of Intrepid allowed Telstra to build targeted programs focused on unique personas, delivering a hyper-relevant learning solution for myriad teams.
In addition to creating an easy-to-understand and navigable site, the experience was humanized with videos of real Telstra sales leaders and guides. This provided crucial context for the experiment and let learners know the site was endorsed by leadership and relevant to their work. Gamification was also used with points for content consumed, badges for tasks fulfilled, and leaderboards showing top point-getters demonstrating mastery of the systems. All this encouraged healthy competition among the learners.
Telstra’s Capability and Growth team, a six-person team, was able to hit the ground running, launching the first program within eight weeks of implementation design session with Intrepid. The accessibility of building and launching on the Intrepid platform enabled the Academy to quickly integrate into Telstra’s Learning and Development workflow.
Within six months of launching the Academy on Intrepid, the team had doubled the amount of enterpriseoriginal content hosted on platform, all done completely in-house, by a lean, agile team of three instructional designers. Additionally, the architecture of Intrepid allowed Telstra to build targeted programs focused on unique personas, delivering a hyper-relevant learning solution for myriad teams.
The Telstra-integrated Miller Heiman programs brought their
Strategic and Conceptual Selling certification program to
1400 enterprise sales employees worldwide. The Miller
Heiman training had previously only been offered at Telstra
through the classroom, which was expensive in terms of time
and resources, and took learners away from valuable selling
opportunities.
The new rebranded layout on the Intrepid platform delivered immediate access to all Strategic and Conceptual Selling modules, with the added context of empowering sales to be more collaborative, agile and effective. The Telstra Way quickly provided a common framework, toolset, language, and way of thinking that allowed them to boost customer service and overall productivity.
Everything on platform was made available on-demand so learners could move at their own pace. Communication regarding context and a path to proficiency was included in the structure of the learning experience, allowing for quick gaining of proficiency for both professional capabilities and technical knowledge.
Telstra also built a special module showcasing new and topical content, updated quarterly, where learners are encouraged to partner in a community and discuss new activities, leveraging some of the platform’s social forum and comment features as they arise to more easily highlight key insights. This segment of the Academy functions as a fresh source of the latest insights for learners and is reinforced through regular, targeted engagement communications for learners and their leaders.
The new rebranded layout on the Intrepid platform delivered immediate access to all Strategic and Conceptual Selling modules, with the added context of empowering sales to be more collaborative, agile and effective. The Telstra Way quickly provided a common framework, toolset, language, and way of thinking that allowed them to boost customer service and overall productivity.
Everything on platform was made available on-demand so learners could move at their own pace. Communication regarding context and a path to proficiency was included in the structure of the learning experience, allowing for quick gaining of proficiency for both professional capabilities and technical knowledge.
Telstra also built a special module showcasing new and topical content, updated quarterly, where learners are encouraged to partner in a community and discuss new activities, leveraging some of the platform’s social forum and comment features as they arise to more easily highlight key insights. This segment of the Academy functions as a fresh source of the latest insights for learners and is reinforced through regular, targeted engagement communications for learners and their leaders.
Results
The Telstra-integrated Miller Heiman programs brought their Strategic and Conceptual Selling certification program to 1,400 enterprise sales employees worldwide (to date). The Telstra Way quickly provided a common framework, toolset, language, and way of thinking that allowed them to boost customer service and overall productivity.
The results of the new Telstra Way were very positive:
The results of the new Telstra Way were very positive:
- Telstra implemented Strategic and Conceptual Selling on platform – certifying 1400 enterprise sales employees while saving two days and over $2.8 million in payroll initially with additional programs in progress
- Launched their first program with a six-person team within eight weeks of the initial design session
- Within six months of launching on Intrepid, Telstra doubled the volume of enterprise original content on platform with a lean, agile in-house team
- Integrated the Telstra Way methodology on platform, consolidating all sales modules into a single, accessible tool with transparent reporting of user activity
- Telstra created visibility into learner proficiency against professional capability and technical knowledge to drive accountability