How Xerox Global Services Uses Brainshark to Deliver Knowledge

September 21, 2011 | Mohan Mailvaganam
How Xerox Global Services Uses Brainshark to Deliver Knowledge

I am the National Program Manager for the Enterprise Print Services offering for Xerox Global Services in Canada.  Xerox Global Services is the outsourcing services arm of Xerox which focuses on providing Document and Output management solutions to large national and global organizations worldwide.  I have been with the organization for 12 years in various sales, technical, and program roles and have had the pleasure of working with Brainshark technology throughout my career in my national roles.

In my current role being responsible for a national program, my team has embraced Brainshark technology as a vehicle to deliver knowledge to our field organizations such as sales, assessment & consulting, transition and operations. The Brainshark technology and supporting infrastructure (i.e. people and process) have been critical for our program’s success. The offering we are taking to market is one that is complex and has many moving parts with a significant amount of resources working collaboratively to deliver the services. My team touches over a 100 field resources within the groups outlined above 2 – 3 times a quarter leveraging the Brainshark technology. Our Brainshark sessions are primarily focused on communicating our offering and capabilities, new initiatives and programs, software and platform updates, back office processes, and at times connecting with customers to deliver our value proposition

I am a strong believer in the execution of programs. Distributing information one way does not necessarily mean the information was received and was comprehended by the receiver.  From an execution perspective, Brainshark provides us with the reporting metrics that highlight who attended the sessions, their roles and managers names so we can track participation, and more importantly provide closed loop feedback to team managers. Another important capability we leverage is the re-play feature. This helps us both from a program as well as field perspective since we can deliver the session once and for those who did not attend due to conflicting appointments and time zone challenges can go in anytime to view the session at their own pace. 

From a program perspective we gain significant efficiencies since we can deliver the session once not having to worry about allocating time to re-present content at different times.  From a field perspective, we can now accommodate people’s schedules since they are able to view content at their leisure.  In addition we are also able to incorporate the recorded sessions into our Learning Management System (LMS) so that we can apply course codes for the sessions as well as develop test outs for completion of course.  The ability to bring the recordings into our LMS and incorporating test outs gives us ultimate control and visibility of who has viewed the content and those who truly comprehended the material. 

Brainshark has been a great technology for myself personally as well as my team to deliver content to a wide audience cost-effectively and efficiently. The Brainshark support team has been great to work with.  They are professional and detailed oriented when it comes to setting up and facilitating our sessions. 

Keep up the great work Brainshark team!!!

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