Entirenet Releases a New Product for a Client

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Our client had a new product in development that would be announced within 80 days. This product was expected to change the way consumers viewed devices in that niche and was our client’s first entry into a highly competitive market.

The Need: New training for all sales agents

With such a big announcement coming, the business group needed to train all support and sales agents about this new market and product. The client hired us to create training for the sales agents. This training needed to accomplish the following:

  • Train sales agents to speak to all of the marketing pitches regarding the new product.
  • Train sales agents on the features of the new product.
  • Train sales agents to help customers select the best version of the product for their configuration.
  • Because no product was available for sales agents to touch or see in person, create a demo that would help them understand how exciting this product was.

The Challenge: Security was tight, and all details about the product were fiercely guarded. It is well known that developers of technology and devices rely on confidentiality to create a larger impact. As a result, they hold information very tightly. We had two employees who were “tented” for knowledge of the product. (Tenting is a process used to reinforce confidentiality on high-profile processes.) Only one employee knew the name of the product and had access to the brand images. So, the content would not contain any product names, only code names. And during peer review, the content could only contain image placeholders. Additionally, it was known that within 72 hours of the product announcement, we would need to quickly modify and turn around the training materials to capture any tech spec updates and feature changes, and also include the product name. Finally, a short development cycle was critical. We had to complete training at least 2 weeks before the big announcement, so that agents would be ready to field questions the day the announcement was made.

The Solution: Wise planning during analysis created a robust eGuide for sales agents that was easy to turn around after the product announcement. During analysis, our instructional designer made sure to identify all code names used in the project, because these be interspersed throughout the eGuide. The module we created was exciting and innovative in design, aligning with the expectations our client had for the product. Our intention was to generate enthusiasm for the product within the sales team while providing important specifics to help them have intelligent dialogues with customers. Using images, we built a demo that allowed sales agents to see the product and some of the functions. The result was interactive and quick moving, and left participants excited about the release!

Prior to the product announcement, we had identified the components that we would need to examine and update after the product went public. The list included the following:

  • Find and replace the code names with the brand name.
  • Update all documents in the resources and insert live hyperlinks.
  • Review final specs and update any changes.
  • Review images and replace any that were obsolete.
  • Review messaging and confirm that it still aligned with marketing.

Our design concept for the training materials included flexibility and easily updated content. As a result, our client received accurate and exciting materials despite the secrecy around the product, the constant changes to product specifications, and the extremely short time frame we had to create the content. The morning after the announcement, we reviewed the list and began updates. All of this was turned around within 24 hours, and the customer was thrilled. Since implementing the training, the client has shared it with other vendors and retailers to generate enthusiasm and train sales agents in the corporate messaging around the new product. The client was very pleased throughout the process and has subsequently reached out to us for additional work in other training areas.

About Us:
Entirenet was founded in 1998, and we’ve been solving performance support and training challenges for Fortune 500 companies and start-ups alike ever since. Our talented team of consultants includes writers, editors, instructional designers, programmers, translators, and other specialists with decades of combined experience in the technology and business markets. This means we have the hands-on knowledge to apply real-world know-how to your end-to-end solution.

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Stephanie Long
+1 (425) 558-1000 Ext: 718
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