Case Study

Emmi Group

How Emmi Group of Switzerland changed their user training method and simultaneously reduced their IT load

The Challenge

Emmi Group was looking to replace face-to-face training for its employees with e-learning for Microsoft’s SharePoint application and to reduce IT support tickets.

The Outcome

With the help of VisualSP, Emmi Group was able to provide contextual training and support content to its users, in multiple languages, and has reduced the number of service requests.

Overview

Emmi Group of Switzerland is the largest Swiss milk processor and one of the most innovative premium dairies in Europe. In Switzerland, the company focuses on the development, production and marketing of a full range of dairy and fresh products as well as the production, aging and trade of primarily Swiss cheeses.

Since the early 1900s, Emmi has been a passionate supporter of farmers, cheesemakers and family tradition. The company believes in sustainable agriculture and respect for the people, land and animals that make its business possible.

The Challenge

To operate more efficiently, Emmi Group, which has 6,000 employees, was looking to reduce face-to-face training for its employees and replace it with e-learnings for Microsoft’s SharePoint application. The company also wanted to reduce the massive number of support tickets its IT help desk received from users by giving them the support they needed, when and where they needed it.

Previously Emmi had been holding traditional classroom training for its workers as well as advanced training for specific topics. However, their users were frustrated because they weren’t getting the right training at the right time and in the right place. And IT was also frustrated because of the huge numbers of service requests from users trying to figure out how to do one task or another in SharePoint.

If there was one thing these groups had in common — in addition to the frustration — was the fact that they had to interrupt their work to ask questions (employees) or answer questions (IT staff).

Searching for a Solution

To ease this frustration and help its users and its IT staff, Emmi started looking for an approach that would support users at their moment of need and take some pressure off the IT department.

The company needed a solution that would have low operating costs; offer training for end users as well as power users and administrators; provide Microsoft content in real time; enable customizations; be available in several languages; and last, but not least, provide context-based help.

VisualSP Fits the Bill for Emmi Group

Emmi selected VisualSP because it met all the company’s criteria, said Callista Eberhardt, ICT Business Analyst, Emmi Group Switzerland.

Today, Emmi is mainly using VisualSP on top of its SharePoint solution. The company is providing training and support content to its users contextually through VisualSP in multiple languages, including German and English.

VisualSP has reduced the number of service requests by enabling Emmi Group’s users to look for quick help in the VisualSP help center, Eberhardt said.

“VisualSP is indispensable. It allows us to reduce the effort in creating our own learning content, since there is so much content made available by VisualSP.”

“And now our support organization responds to inquiries and service requests with links to the appropriate help in VisualSP,” she said.

Eberhardt noted that VisualSP’s 24-hour automated online solution allows users to get the help they need, when and where they need it, enabling them to be more productive.

How VisualSP Helps Organizations

VisualSP makes navigating Microsoft 365, Microsoft Dynamics 365, SharePoint and other web applications as simple as possible for users, boosting user adoption and reducing support tickets as a result.

No matter which web application a company’s users are in, VisualSP’s in-context help is there to guide them step-by-step with contextual experiences so they can easily overcome hurdles with in-the-moment training and support.

Consequently, organizations benefit from the reduced burden on support teams, faster onboarding and increased productivity by helping users overcome obstacles as they arise by providing in-the-moment support without disrupting the flow of work.

Put simply, VisualSP delivers the information users need at their moment of need, in the flow of their work and in the context of their environments.

Schedule a demo to see how VisualSP can help empower your users.