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Key Technician Onboarding Training

Training Method

Multi-Delivery Method Training Program

The Client

Founded in 2002, iKeyless is the world’s first online retailer of automotive keys and keyless entry car remotes.

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The Challenge

iKeyless, which offers replacement keys and remotes for automobiles, prides itself on its customer-focused service and quality of work at affordable prices. Their hands-on training helps ensure all team members maintain the company’s reputation while providing excellent customer service. Like most companies, iKeyless was looking for a way to reduce the number of hands-on training necessary for vendor employees while maintaining quality. Not only were they looking to lower the costs of training to allow them to allocate their onsite resources better, but they also wanted to provide employees with an opportunity to practice on key-cutting machines without any risks to themselves. 

iKeyless’ biggest concerns were ensuring the training was realistic enough to seamlessly transition from online environments to on-the-job, using actual equipment, and demonstrating company processes and exceptional customer service.

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The solution

iKeyless partnered with Designing Digitally to develop a method of training that would provide the realism of key cutting while still being functional in a virtual environment.

Designing Digitally developed custom online training split into several modules, providing a complete learning experience that covers multiple focuses.

One part of training, Cutting Edge Collector, is a serious game that helps vendor employees identify different product types offered. Driving a car, the employee shifts lanes to collect a specific key, earning points as they pick up the correct keys and answer related questions.

The Savvy Seller module educates staff on being helpful and courteous to customers. Delivered through scenario-based learning, employees must interact with customers while providing informative responses while maintaining a pleasant demeanor.

The Pairing Keys portion is a training simulation, showing learners the processes for pairing newly cut keys to customer cars and allowing them to apply information by completing mock job orders.

These training developments improve key-cutting results as employees gain authentic experience by practicing cuts on several key types, utilizing both standard and high-security machines. Designing Digitally crafted these complex training pieces to promote employee interaction and understanding of specifications for real cutting devices. Learners follow the steps required while on the job, giving them first-hand knowledge to operate equipment without risk to themselves or customer keys beforehand.

Outside of the training experiences developed for iKeyless, Designing Digitally also built a custom-designed Moodle setup to house content and collect learning analytics. The web portal allows members to access the material for new hire orientation training and stores learning analytics so the company can measure and evolve L&D based on actual performance results.



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