[Case Study] HSI | Conway Corp Sees Increased Engagement with Blended-Learning Approach

Conway Corp’s goal was to fulfill a wide array of training needs to satisfy an extremely diverse workforce. Partnering with HSI, a proactive, planned, and adaptive customer service training program originated that integrated HSI content into their monthly in-person and online curriculum—resulting in better customer experiences and a more positive mindset toward training.

Following the success of their customer service training program, Conway Corporation began using HSI training videos in a blended format across other departments, with safety teams incorporating them into monthly assignments and HR using them for new hire orientation topics like anti-harassment, discrimination, and more.

Key Challenges:

Diverse workforce from hourly customer service employees to linemen, sewer plant workers, and usual in-office business functions with a wide range of different training needs.
Prior to working with HSI, Conway Corp only offered traditional training to their Customer Service team.
Employees are often engaged with customers, or are working in time-sensitive situations, so they don’t have a lot of extra time for training.

Key Results:

Employee buy-in to training has fostered increased engagement.
Customer service experiences improved as a result of incorporating HSI training into the curriculum.
A blended-learning approach to training has allowed employees to independently build their skills.
What started as training for just the customer service team has expanded to everyone in the company.

By using HSI content in both assigned and self-directed formats, Conway Corp improved the customer service experience and empowered employees to take ownership of their skill development. This shift has ignited a more engaged workforce and contributed to a newfound drive from employees to improve their skills in a self-directed fashion. As the learning and development team expands its use of HSI training, employee enthusiasm and organizational impact continue to grow.