Customizing an off-the-shelf course

Ploomes is the largest CRM company in Latin America, selling a SaaS that works as a CRM, sales funnel, BPM and proposal generator.

Problem:

They were building their Ploomes University and needed ready-made (off-the-shelf) content that still fit their reality. One of the biggest problems with buying a ready-made course is exactly that: it will probably use examples and include lessons that don't fit your reality.

Solution:

For that reason, Ploomes bought our Excellence in Customer Service course, liked the content and asked for extra lessons that fit their reality. We were hired to understand the need and write lesson scripts using the Ploomes name and examples from their daily work, followed by recording.

Technology used:

• OBS

Content assessment.

The first step was a meeting in which they walked us through their current needs, their demand and their current challenges, especially in L&D. The conversation was held with coordinators and operators in the area, so that we wouldn't get only the filtered view of people who work in internal training. We created a new course organization, including lessons that already met their needs at the time, and we marked which lessons were needed to fill the gaps the current training didn't cover.

Writing the extra lesson scripts and recording.

The next step was writing the scripts and recording. The process went: write a script, review, rewrite, approval, recording. All the work of writing 9,000 words and recording took a little over a month.