Multiplex Reduces Helpdesk Calls by 50% within IFS Application

Multiplex has around 1,000 IFS Applications users, 250 in finance and 750 in projects (construction). Pidcock is responsible for the continuous training and support of the Projects group.The burden to continuously travel around the world to perform ERP training in remote locations, or go to the expense of flying users to Sydney for training on IFS Applications, would require considerable cost and be an inefficient use of employees' time.

At IFS World Conference, Pidcock saw a ClickLearn demo and was excited about the value that it could provide.

After getting ClickLearn, Multiplex's first priority was to create ~120 videos covering eight key IFS Applications modules. "I launched ClickLearn to all our Multiplex sites globally, in April," said Pidcock. "The instructions showed users how to make ClickLearn their homepage in IFS Applications, and in that first month support desk ticket numbers dropped by 33%. Since then, we have seen a steady reduction in ticket numbers each month, despite more projects and users being added into the system. Our longer-term goal is a 50–75% reduction.

Keeping process documentation current is also easy with ClickLearn. "To replace a work instruction," said Pidcock, "we just upload the new ClickLearn recording to our SharePoint site. It immediately appears in all of our users' Learning Portals in IFS software. That's great because we are 100% certain that everyone is always using the current version of every work instruction. In the past, with work instructions on paper, we could never be sure that all our users had scrapped the old one and had the new one. Now we don't have to worry about that. Also, we can update and share new training material very quickly."

Multiplex's end-users adopted ClickLearn quickly:

"We're growing so fast that the demand for training just can't be met in the traditional way. With ClickLearn, I have a channel that all the new users can tune into and they get exactly what I would give them in person." Pidcock says. "if anybody comes to me and says they want to get IFS Applications, I would say to them - that's great but then you must get ClickLearn, too."

"Multiplex is planning further advances in their use of ClickLearn. "We plan to make ClickLearn the official homepage in IFS Applications for our commercial users, that's 600–700 people. They'll have the IFS Navigator along the left side of the homepage and the ClickLearn Learning Portal in the center of the page," Pidcock explained.

Beyond that, Pidcock said that her next priority is to create a 'Tips and Tricks' section in ClickLearn as well as a troubleshooting facility. "You type in the error that you've got and ClickLearn automatically brings up a 'how to fix it' response. That's really what support does these days anyway, so we plan to automate that process using ClickLearn's capabilities."