Learning Tree On-Site Training
Boosts skills & sales for Samsung Business Communications

Samsung Telecoms

The Challenge – Case Study

Samsung Business Communications sells their telecommunication systems, handsets, terminals and other value-added products throughout Europe using a successful network of resellers and distributors. Because so much depends on the knowledge and performance of both their salespeople and service engineers, Samsung proactively made training part of their quality service mandate.

In May 2003, Samsung began implementing their strategy by introducing a certified training requirement for their partners as a prerequisite to selling their new range of products. This programme included a certified requirement for knowledge of the products themselves, as well as key technologies. While Samsung felt they were best placed to undertake the essential product training required for the sales force, they recognised the need to find an organisation with the necessary depth and expertise to deliver training in the key enabling technologies to the service engineers.

The Solution:Tailored On-Site Training from Learning Tree

The decision to bring Learning Tree on site is best summed up by David Ridley, Samsung Business Communications' General Manager, Technical Services: "We're all telecoms experts and we're all moving into the world of Voice over IP, so rather than reinventing the wheel, we chose the experts at Learning Tree in order to get the best training."

The curriculum developed by Learning Tree for Samsung features two courses, which run regularly; the 4-day Windows Server Platform Skills and the 5-day Voice over Network IP Skills. Learning Tree also developed a 2-day Introduction to Data Technologies to help bring engineers with less experience in IP up to speed prior to the more intensive courses. Each course ends with a certification examination to test and verify that the training has been completed and satisfies the required standard. Samsung conducts the programme at two of its own facilities, one in Manchester for northern-based resellers, and the other near London for those in the south.

With the sales and service-oriented courses integrated and running in tandem, Samsung has set a high standard for customer satisfaction in both areas. In fact, this standard is a benchmark that must be met by all their resellers. According to Ridley, "Each reseller must have two engineers pass the Learning Tree course and the relevant product course to sell that product. Samsung will not even supply the equipment until they've taken the training and passed it."

The Result

As for the training curriculum itself, attendees find the courses both challenging and rewarding, and subsequent evaluations have been very positive for both content and instructors. Samsung is pleased with the results because they confirm Samsung's vision of what the courses should accomplish by providing an in-depth knowledge of the technology for the service engineers so they, in turn, can provide the best service possible in support of Samsung customers. Paired with an equally savvy sales force, Samsung has much more than just their product line to offer.

As a training partner, Ridley finds Learning Tree consistently up to the task of meeting their needs: "What sets Learning Tree apart from other training resources is their degree of professionalism. The investment has definitely been worth it."

Call your Learning Tree On-Site Account Manager on 0800 316 3102, or use our Online Request Form.

Samsung Business Communications

A division of Samsung Electronics – a global leader in the manufacture and supply of innovative electronics solutions—which in turn is part of the Samsung Group, one of the world's largest companies, with global turnover of £35 billion and 175,000 employees. An annual R&D budget of £2.5 billion puts Samsung Electronics at the forefront of research in digital communications.

With a head office in Manchester and an additional support operation in Chertsey, Samsung Business Communications provides a firm commitment to a network of Samsung Channel Partners across the EU. It recently won prestigious industry accolades for the Most Innovative Product and Best Channel Development Campaign at the Comms Channel Awards 2004.

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