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HomeAway is a vacation rental marketplace with more than 1,000,000 rental listings in 190 countries. Founded in 2005, HomeAway is now part of Expedia Inc and is headquartered in Austin, Texas, USA.
What HomeAway wanted
HomeAway needed to deliver training content and updates to their call reps. It was vital that the call reps knew all company information so that they could relay it back to the customer and in turn, improve levels of customer service. Their processes and products sometimes changed rapidly and they were not always able to hold in-person training classes for every content update.
What we delivered
Wranx converted HomeAway’s content into short, bite-sized information that could easily be digested by the call reps at anytime and anywhere. Training started February 2016 with an initial 300 users using the system. HomeAway used Wranx not only to reinforce general knowledge, but also as a vital part of a new product and subscription plan launch- the biggest in HomeAway’s history.
Nailed it: Call times dropped by approximately 5 seconds
Nailed it: Training resulted in a 70% engagement level from the call reps
Nailed it: Positive feedback received from call reps who found it helpful to reinforce knowledge
Nailed it: Trainees were able to learn from anywhere and on-the-go, without necessarily needing to take time away from their role
Wranx has given us increased flexibility to deliver training content and updates to our reps in a manner that is both quick and engaging. Our processes and products sometimes change rapidly and we are not always able to hold in-person training classes for every content update. Wranx has provided a fun and fast way to make sure our reps have the opportunity to engage with and retain new information as quickly as possible.
Wranx, and Tinesh specifically, is an amazing partner in our education program. Every step of the way Tinesh has kept us informed, provided ample guidance, and proactively helped us to reach our goals. I adore working with Tinesh!
-Catherine Osborne- Manager of Education and Knowledge at HomeAway