Business Challenge:

The technology giant, a global leader in software and services, initiated a program to promote the adoption of its cloud-based products through partner organizations. Focused on customer skill development and certification, the program aimed to drive product adoption. Ensuring a seamless distribution of exam coupons directly to learners, the initiative tracked key metrics like redemption rate and exam pass rates to evaluate its effectiveness in promoting and expanding the client's technology portfolio.

TurnB Approach:

Following approaches were used:

• Identified the data fields required for direct distribution of exams. Included these data fields in the proof of execution template designed to capture data from partners.
• Exams for a specific set of trainings are distributed by client’s internal team; identified these trainings and filtered them out to avoid over distribution of exams. Identified intrafile and interfile duplicates; avoided over distribution of vouchers.
• Exams for a specific set of trainings are distributed by client’s internal team; identified these trainings and filtered them out to avoid over distribution of exams. Identified intrafile and interfile duplicates; avoided over distribution of vouchers.
• Checked availability of exams and placed request for new vouchers to avoid shortage. Allocated exams to learners and created learner specific communication and distributed exams in bulk.
• Managed support alias to address issues related to exams redemption from learners/customers. Created a consolidated exams master data and updated this on a weekly basis. Client’s BI team used this consolidated data as input feed to calculate business metrics for their internal dashboards

Implications:

Following were the outcomes:

• Distributed around 150K exams as part of the Skill Up program.
• Enhanced Satisfaction through consistent delivery of exams before completion of training.
• Identified multiple cases of gaming using duplication checks; led to implementation of additional automated validation checks to cover such scenarios.
• Timely resolution of all escalations related to redemption through support alias.
• Tracked the effectiveness of the program by capturing matrices like redemption and exam pass