Hyundai’s European operations are implementing an integrated program of learning and content management software produced by Infor Inc. The system is also applicable for aftermarket businesses.
“To excel in today’s rapidly changing market, companies must provide exceptional customer service in order drive business forward,” says Infor Vice President Ara Ohanian.
“As a modern premium car manufacturer we sought an innovative learning technologies partner which could not only deliver rapid knowledge and business impact, but would also reflect the sophistication of our brand,” says Dieter Tolksdorf, a Hyundai training manager.
Infor general manager Tarik Taman recently answered a series of questions about the program’s capabilities:
Q: How is your Learning Management Software system expected to benefit Hyundai’s European operations?
A: Europe is a complex, multi-cultural and multi-lingual market. Dieter Tolksdorf, training manager at Hyundai Motor Europe, identified the need for a new platform to support Hyundai’s strategy to deliver a premium customer experience with rapid, consistent and contextual knowledge.
In 2012, Hyundai achieved European sales of 444,000 units, taking a new-car market share of 3.5 percent. Almost 95 percent of the vehicles Hyundai sold in the region are designed, engineered and tested in Europe. Additionally, more than 70 percent are built at its two local factories in the Czech Republic and Turkey, including the New Generation i30, which was shortlisted for Europe’s 2013 Car of the Year award and has won 14 awards throughout the region.
It comes as no surprise then that Hyundai has strong ambitions for the region. Tolksdorf believes that the key to success lies in the performance of the sales teams. Infor Learning Management Software (LMS) will play a major contribution to Hyundai’s business goal with consistent, rapid and contextual knowledge to the sales teams and importantly, across the dealerships. The innovative technologies of the new integrated LMS/Learning Content Management software (LCMS) training platform, which delivers content creation and advanced social and mobile capabilities, will provide knowledge to approximately 30,000 users across the European region.
Q: What is the scope of Hyundai’s system?
A: Hyundai sells cars in 28 European countries across 2,500 outlets. One of the critical reasons for the Infor LMS selection was to support organic growth in the dealer network, enabling a greater number of salespeople to be trained and supported in their performance.
Q: Will the system assist in helping Hyundai sell more vehicles?
A: In today’s digital world, the power of knowledge has transferred from the brand owner to the customer. Customers arrive in showrooms armed with powerful facts and information about the models they are considering to purchase. Infor LMS re-addresses that balance. Its unequalled speed-to-knowledge in both structured and unstructured formats will allow Hyundai to spread knowledge swiftly to its expanding workforce. What does that mean? Simply that the sales teams have confident access to the very latest brand and industry knowledge and are able to respond to customer questions and excite customers about the current and future offerings.
Q: Do you have LMS applications available for aftermarket operations?
A: Definitely. The system is designed for use on all sides of the business and aftermarket is one of the key areas.
Q: How long has Hyundai’s LMS been in development?
A: Infor LMS is an out-of-the box solution with proven track record. Implementation started in April with pan-European coverage planned by this fall.
Q: Does the system address language differences across Europe?
A: Absolutely. Tolksdorf was clear that Infor LMS was selected for its expertise in the automotive industry and its ability to deliver contextual knowledge across languages. Our LMS currently covers more than 25 languages.
Q: Does the system have mobility capability?
A: It certainly does. Infor’s integrated LMS and LCMS are fully mobile enabled.
Q: How does the system enhance collaboration among Hyundai’s workforce?
A: The Infor system comes with a full set of integrated collaboration tools – tools that enable rapid knowledge sharing and rapid knowledge contribution though its social networking elements. It’s an effective two-way collaboration. Better still, Infor LMS delivers consistency of message across dealerships – helping to unify the brand message and communication across all employees. You could say that it’s the bonding agent for the brand.
Q: What are some of the developmental and business results that can be obtained?
A: The system allows tailored learning for the individual – specifically designed to increase customer satisfaction. While it’s too soon to share tangible results, given that the system has just been launched, Tolksdorf clearly states that a core business objective is to deliver the best customer experience in every possible way. He believes that increased customer satisfaction leads to better service, stronger loyalty and stronger sales. Infor LMS is expected to help contribute to achieving this goal.
Q: How does the system assist with employee training?
A: It offers a needs-and-gaps approach with tailored training for dealerships and their employees. Importantly it provides contextual training for each and every employee, no matter what his or her job role or geographical location. The sheer flexibility of the system replaces the traditional one-stop training. Training is now customized to local needs.
Q: Does the system supply reporting and analytics capability?
A: Yes, it has a full set of ready-to-go reports fully embedded. Tolksdorf points out that the reports and analytics enable Hyundai to tailor training to individual needs, allowing certifications to be swiftly credited.
Q: How easy is it for Hyundai to create new content with this system?
A: One of the many powerful tools of Infor LMS is author-creation. Hyundai has control – it can create content internally and can also create with vendors. This functionality can be extended to any partner authorized by Hyundai.
For more information, visit www.infor.com and www.hyundai.com/eu.
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