Case Studies
Case Studies MainUnilever
Service Request System
Background
IThe Unilever Group underwent a rapid expansion programme following the acquisition of a large number of additional organisations. The Transition Project aimed to standardise both the LAN and WAN technologies utilised and provide all users with a common desktop, messaging infrastructure and other standard applications.
Unilever developed the Service Request System internally to provide an online method of requesting IT and telecoms services. The Service Request System also acts as a user record management tool, including new starters, user updates, user moves and leavers.
Key Driver
The rapid increase in the number of users highlighted a requirement for a formal Service Request System training programme, and Dynamic Business Services developed a solution.
The technical nature of existing material was time consuming and complex, leading to inefficiencies, errors and system misuse.
An ongoing training solution was required to ensure that all potential systems users could readily access appropriate training
Taking into account Unilever's geographically spread office locations, the increasing numbers of users and their varying requirements, Dynamic Business Services developed a highly interactive online learning solution. This was further developed to entirely emulate the system enabling users to train quickly and from their desks.
Benefits
- Increased staff efficiency across Europe through integrated learning programme.
- Costs saved through network accessibility of materials for staff at all European offices.
- Reduced number of user queries on system, saving time and efficiency.
- Ease of training new starters and refreshing existing users at no extra cost.
- Improved and consistent usage of system and processes.
- Immediate return on investment through increased staff awareness of systems and process
