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Launching a New Role to Transform the Customer Experience

This training program quickly onboarded specialists to enhance customer experience by helping clients navigate advanced vehicle technology, successfully integrating them into dealerships within six months.

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Role creation and implementation

This project aimed to rapidly onboard and train a new dealership role to enhance customer experience by bridging the gap between advanced vehicle technology and client understanding. Through a blended learning approach—including web-based training, virtual instructor-led sessions, and an immersive brand ambassador program—150+ Tech Pros were successfully introduced into U.S. and Canadian dealerships within six months. This role provided dedicated specialists to assist customers with technology, improving overall satisfaction. The program was adapted for a virtual environment due to COVID-19.

Challenge

Quickly onboard and orient an entirely new job role into brand heritage, culture, client lifestyle, current products and job role expectations.

Components

Blended learning: digital training solution suite, followed by multi-phase virtual learning sessions, preparing the new role for full participation in “brand ambassador” instructor-led training.

Result

150+ “job ready” Tech Pros introduced into US and Canadian dealerships within six months.

A man sits in a car's driver's seat, adjusting the dashboard controls, while another man observes with a clipboard. The car is in a showroom setting.

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