Scalable Learning Solutions for a Growing Clean Energy Company
Develop and maintain training programs and materials using Articulate and LMS. Provide and design learning solutions for customer service and non-customer service teams, e.g. sales, engineering, health and safety.
The goal was to deliver scalable learning that supported the onboarding of new staff and upskilling of existing teams in a fast-paced, compliance-driven environment. The training also needed to reflect the company’s evolving technical knowledge and customer experience standards.
01 Approach
The first step involved gathering content needs from subject matter experts across teams. Each team had distinct knowledge areas, from product knowledge and call handling (customer service) to installation procedures (engineering) and compliance requirements (health and safety). Based on these insights, a modular approach was adopted to ensure learning was relevant, role-specific, and adaptable over time.
Modules were designed using Articulate Rise and Storyline, with short, interactive content blocks. Courses were uploaded and tracked via the organisation’s LMS, making it easy for team leaders to monitor progress and compliance.
02 Solutions Delivered
• A full onboarding programme for new contact centre agents
• Product and process training for sales and installation support teams
• Technical learning modules for engineers
• Health and safety courses aligned with workplace regulations
All courses were designed with a mobile-friendly layout, simple navigation, and embedded feedback forms to support continuous improvement.
03 Results
The training programmes enabled consistent delivery of internal knowledge across regions. Department leads reported increased confidence in new hires and reduced time spent on ad hoc training. The modular structure also allowed updates to be made easily as products or processes changed.
• Improved training consistency across departments
• Faster onboarding and role-readiness
• Positive feedback from managers on accessibility and clarity
• Courses reused for performance support and refresher training
Portfolio 