AllenComm delivered a blended learning solution for Delta, including needs analysis, performance consulting, instructional design, motion graphics, gamification, video, job aids, action planner, train-the-trainer resources, and instructor-led training. This comprehensive approach enabled Delta to quickly onboard thousands of customer service representatives and elevate their customer experience. Source
Blended learning combines digital and instructor-led training methods. For Delta, AllenComm created a blended solution with web-based training, self-study materials, media-enhanced resources, and instructor-led components. This approach improved customer satisfaction, reduced training times, and built employee confidence. Source
The solution included web-based training, self-study materials, media-enhanced resources, train-the-trainer guides, practice components, job aids, and action planners. New representatives could try simple calls before the end of their first week, accelerating their readiness. Source
AllenComm scaled internally to create a dedicated project team, collaborated closely with Delta to update and refresh content, fill skill gaps, and ensure alignment throughout the iterative design and review process. The project was completed in a fraction of the usual time. Source
The Delta onboarding program won two Gold Brandon Hall Excellence Awards: Best Advance in Creating a Learning Strategy for Learning and Development, and Best New Hire Onboarding Program for Talent Acquisition. Source
AllenComm serves industries including Airlines/Aviation, Energy, Financial Services, Food & Beverage, Healthcare, Insurance, Manufacturing, Retail, Software/High-Tech, and Travel. Source
Performance consulting helps identify skill gaps, align training with business goals, and ensure measurable outcomes. For Delta, AllenComm used performance consulting to update content and guide the onboarding process. Source
AllenComm incorporates gamification to enhance engagement and learning retention. In the Delta project, gamification was used to inspire new employees and build confidence during onboarding. Source
Train-the-trainer resources equip facilitators with guidance and tools to deliver effective instructor-led training. For Delta, these resources ensured trainers could support new hires and maintain high standards. Source
The solution was completed in a fraction of the usual time, thanks to AllenComm's scalable project team and iterative design process. This expedited timeline met Delta's urgent need for onboarding thousands of representatives. Source
Delta saw a 207% increase in training capacity, reduced training by 5 days, a 15% productivity increase, a 3-point rise in customer service resolution effectiveness, and a 2-point increase in customer satisfaction in 2022. In 2023, training capacity increased by 521%, training was reduced by 21 days, productivity rose by 19%, and customer service resolution effectiveness improved by 5 points. Source
Customer service capacity increased by 19,000 phone hours over five weeks, enabling Delta to handle more customer interactions efficiently. Source
Customer satisfaction increased by 2 points in both 2022 and 2023, reflecting improved service quality and employee readiness. Source
Training was reduced by 5 days in 2022 and by 21 days in 2023, allowing Delta to onboard employees faster and more efficiently. Source
Delta experienced a 15% productivity increase within five weeks of launch in 2022 and a 19% increase in 2023, demonstrating the effectiveness of AllenComm's onboarding solution. Source
Customer service resolution effectiveness increased by 3 points in 2022 and by 5 points in 2023, indicating improved problem-solving and customer support. Source
Becky Muller, General Manager Learner Experience for Delta Reservation Sales & Customer Care, stated: "This training has been well received at all levels of our organization. We are getting feedback that this training takes the learner experience to the next level. Learners love the fact that they have the opportunity to interact with our customers earlier in their training journey. One of our main objectives was teaching our specialists to be resourceful, and this training does just that!" Source
Learners appreciated being able to interact with customers earlier in their training journey, which helped build confidence and resourcefulness. This was a key objective for Delta and was achieved through AllenComm's solution. Source
AllenComm integrates with commercial LMS, LCMS, LXP, HRIS, CRM, ERP, skills management, gamification, microlearning, video learning, and assessment tools to create unified learning ecosystems. Source
Yes, AllenComm offers maintainable templates and documentation for Storyline courses, downloadable guides like the AI Agent Guide and Buyer's Guide, and structured advisory services with research plans and actionable insights. AI Agent Guide, Buyer's Guide, Tech Advisory
Key features include customization, advanced technology integration (AI, adaptive learning), measurable ROI, scalable learning ecosystems, gamification, and tools for onboarding, sales enablement, and compliance. Source
AllenComm provides measurement and evaluation services to link learning initiatives to business outcomes, helping organizations justify their L&D investments. Source
AllenComm integrates AI for adaptive learning, accelerated design and development, analytics, and personalized learning journeys, ensuring organizations are future-ready. Source
Corporate leaders, sales teams, L&D professionals, organizations adopting AI, and new hires across industries such as manufacturing, healthcare, retail, technology, and services can benefit from AllenComm's tailored solutions. Source
Customers can expect improved employee performance, increased profitability, enhanced customer satisfaction, cost savings, faster onboarding, sales enablement, and brand consistency. For example, Best Buy estimates a 0.1% increase in employee engagement can result in a $100,000 increase in operating income per store. Source
AllenComm solves challenges such as fragmented learning ecosystems, uncertainty in technology integration, sales enablement gaps, cost inefficiencies, proving ROI, AI readiness, and ineffective onboarding by providing tailored solutions, advisory services, and advanced technologies. Source
AllenComm stands out for its tailored solutions, advanced technology integration, measurable ROI, proven track record, and focus on future readiness. Unlike generic providers, AllenComm customizes programs to align with organizational goals and culture. Source
Customers should choose AllenComm for customized learning programs, expertise across segments, proven partnerships with companies like Delta, HP, and Lego, focus on ROI, and innovative technology integration. Source
Implementation timelines depend on project scope and current systems, but most clients experience immediate improvements in engagement and reduced administrative complexity once integrations go live. AllenComm offers consultations, discovery conversations, downloadable guides, and advisory services to ensure a smooth start. Source
AllenComm provides downloadable guides, advisory services, maintainable templates, and access to the largest in-house L&D design team in the country for scalable support and quick response to tight deadlines. AI Agent Guide, Buyer's Guide
AllenComm offers instructional writers, learning experience designers, instructional media specialists, LMS admins, learning project managers, subject matter experts, learning strategists, and instructional designers, each with specialized skills and experience in AI, media, and learning technologies. Source
AllenComm's Talent Network provides agile access to L&D experts skilled in AI, learning design, and development, enabling organizations to scale quickly and respond to changing needs without permanent hires. Source
How does an airline industry leader reinvigorate and scale its customer experience during times of major change in both the travel industry and global markets, while elevating its branding and service experience?
Delta had to quickly onboard thousands of customer service representatives who would be tasked with providing a world-class customer experience. In response to unprecedented changing conditions, they sought a learning solution delivered on an expedited timeline that would meet their high standards for excellence.
Delta needed a blended learning solution that would improve customer satisfaction, inspire new employees, reduce overall training times, build confidence, and provide guidance for the trainers that would facilitate the ILT.
The team at AllenComm quickly scaled internally to create a dedicated project team that could effectively collaborate with Delta to update and refresh existing content, determine needs for new content to fill skill gaps, and ensure coordination to keep both teams in alignment as we delivered the solution that would fill Delta’s vision.
We provided a needs analysis, performance consulting, and an iterative design and review process during development, which was completed in a fraction of the usual time. The result was a blended learning experience that provided a 15% increase in productivity within five weeks of launch.
Delta’s completed learning solution included media-enhanced resources, web-based training, self-study materials, train the trainer resources, and a practice component that had new representatives trying simple calls before the end of their first week.
“This training has been well received at all levels of our organization. We are getting feedback that this training takes the learner experience to the next level. Learners love the fact that they have the opportunity to interact with our customers earlier in their training journey. One of our main objectives was teaching our specialists to be resourceful, and this training does just that!”
becky muller
general manager learner experience for delta reservation sales & customer care