Case Study

Closing the User Adoption Gap

SunTrust: An Enterprise Sales and Service System Solution

In 2012, SunTrust introduced ChannelLink, a technology-based platform designed to more consistently manage the customer experience over all channels.

The challenge, however, became how to educate staff on the platform and encourage usage.

The GP Strategies Solution

GP Strategies’ solution was to develop a series of interactive, simulation-based courses for the bank’s ChannelLink platform, all with the goal of increasing utilization of the system.

The Outcome

Usage of the new system within SunTrust went up by over 60%. In addition, together with SunTrust, GP Strategies won a Bronze Brandon Hall Excellence Award for the Best Learning Measurement Approach.

Learn more about technology adoption.

Results at a glance
Usage of the new system within SunTrust went up by over 60%. In addition, together with SunTrust, GP Strategies won a Bronze Brandon Hall Excellence Award for the Best Learning Measurement Approach.

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