There were no opposing opinions at all [to the implementation of UMU]. At first we didn’t know whether we would be able to fully utilize all of the many features offered by UMU; but the detailed and speedy support we received during our Proof of Concept allowed us to address any concerns or questions that arose.About Rakuten Mobile
- •Rakuten Mobile provides mobile communications services nationwide, operating its mobile network operator (MNO) business since October 2019 and mobile virtual network operator (MVNO) business since October 2014. Through technological innovation, Rakuten Mobile is providing a low-cost, high-quality mobile service that is revolutionizing the telecommunications industry.
Goal
- •Rakuten Mobile is embarking on a new challenge as a mobile carrier and disrupting the telecommunications industry by delivering innovative services. One of their biggest mission is to maximize customer service skills, work quality, and motivation of shop staff through high-quality training and internal events.
- •Rakuten Mobile was looking to migrate training content out of a self-developed information-sharing portal and on to a new modern online training platform. They needed an intuitive, engaging, and easy-to-use solution that could be deployed right out of the box.
- •Rakuten Mobile also wanted to digitize labor-intensive training scenarios like daily communication, support, and sales role plays. They needed an online platform employees would be motivated to use actively.
Solution
- •Rakuten Mobile used UMU’s intuitive solutions and the help of the UMU Support team to agilely migrate their existing training content. The easy-to-use UMU course builder helped them significantly reduce the related workload, and even create new and up-to-date content.
- •In this process, Rakuten Mobile put particular emphasis on customizing a simple and easy-to-understand user interface and overall experience to better engage and communicate with employees. They’ve created a learning environment on UMU where store staff can actively participate and engage in discussions.
- •Rakuten Mobile also leveraged UMU’s AI-powered video practice capabilities to maximize the business skills and motivation of the company’s new shop staff members and even the entire sales department with online role-plays and simulations.
Results
- •UMU has become well-established within Rakuten Mobile. The login rate is extremely high, with about 80% of employees using UMU at least weekly. Many employees login daily to leave comments on discussion boards. Approximately 6,000 people, including store staff, sales representatives, supervisors, and even head office personnel from business partners use UMU.
- •Rakuten Mobile has successfully unburdened its trainers, with training delivery time having been reduced from 8 to 3 weeks. Meanwhile, Rakuten Mobile is also able to provide high-quality sales training, including coaching and feedback, though AI, without the need to dedicate as many human resources for role play.
