TfL knew it required the assistance of a partner who could deliver e-learning that would inspire and engage learners whilst promoting vital knowledge transfer and create lasting behavioural change.
Kallidus partnered with TfL as part of a complex blended learning programme.
With immersive, media-rich e-learning and an interactive game to supplement experiential workshops, Kallidus helped to drive staff engagement and fulfil a complete, targeted learning experience.
The e-learning and gaming elements contributed to a truly engaging, innovative experience to develop a change-ready workforce on track to deliver a world-class experience.
TfL encountered difficulties as their learning modules had to work across a range of devices whilst remaining accessible with very little to no internet signal.
However, Kallidus’ learning solution is accessible anytime, anywhere, on any device, and has been designed to even be accessible underground.
TfL was also conscious to future-proof the solution; with everchanging consumer expectations and a diverse workforce, the FftFS solution was developed in Storyline which enabled TfL’s in-house L&D development team to update and maintain future e-learning content.
TfL was blown away with the results. 80% of learners accessed the ticketing modules in the first year, and 96% of managers accessed the customer service modules.
Since implementation, the following customer service KPIs have been affected in the following ways: