In today’s modern scenario, most of the companies in the Utility industry deliver customized e-learning solutions to cater to the needs of all. Exponential changes in the core digital technologies have accelerated the scope of innovation. Earlier, the industry used to spend very less time to direct communicate with its customers. With technological advances, organizations are embracing e-learning to enhance engagement level, collaboration between peers and add the real value to money. In addition, utility companies are seeking for lucrative ways to provide optimum customer satisfaction, learning efficiency and workforce engagement.

With ever-evolving consumer demands, development costs, changing regulations and competition, workplace learning has transformed to the next level. The industry has started replacing its legacy systems and pace up with modern learners’ needs. Mobile-supported content delivery plays a major role in digitizing the workplace training process. Utilities are adopting diversified business processes which include finance, billing, administration and others to support different business conditions. By digitizing services, the companies can implement new policies & procedures, enhance workplace productivity, encourage employees to perform better and retain for long. Let us discuss few areas where utilities need to focus:

Online Learning Management System (LMS)

The utmost utilization of robust and flexible LMS to deliver personalized e-learning solutions help utility companies to integrate all data and convert it to relevant information. This helps in assessing employees’ performance and giving feedbacks based on the same, leading towards improving overall customer experience.

Use latest tools

It is significant to use latest tools and technologies to engage maximum customers, mitigate risks, reduce costs, improve quality of service and business growth.

Role of data analytics

With e-learning scenarios becoming more digital, utilities embed smart data with e-learning, analyze potential business processes and facilitate latest trends.

Engage modern workforce

Employees working in this domain retire in large numbers, so it is essential to hire new talent and bridge the skills gaps. New-age learners expect to work in interactive environment, therefore a technologically advanced workplace is developed to hire the best talent.

Emerging Role of Technology in Utility Industry

With the increasing challenges faced by the new-age workforce, it is important to hire highly skilled people. In the next few years, deployment of latest technology will help boosting workplace productivity and customer satisfaction. Let us see how it will do so:

• Real-time data will be used to identify individual learning issues, with recurrent feedbacks.
• Analytics will analyze diverse customer problems to enable quick workforce responses.
• With availability of courses on mobile devices (smartphones and tablets), it is possible for sales personnel to access training on the go.

With digitization, the traditional training model of Utility industry is changing. Most of the companies face a wide spectrum of customer demands, forcing them to reshape their learning experiences. Today, digital has come a long way along with the use of innovative technologies including virtual reality, artificial reality and automation. So, with the changing learning needs and trends, the scope of utilities is also increasing continuously in order to align with the customized learning needs.

Source and suggested further reading: eLearning For Utility Industry: Serving The Digital Customer