HomeAway is a vacation rental marketplace with more than 1,000,000 rental listings in 190 countries. Founded in 2005, the company is now part of Expedia and is headquartered in Austin, Texas, USA.
What was needed?
HomeAway’s call reps needed to be fully up-to-speed on all company information so that they could relay it to customers and ensure excellent service. The company’s processes and products could change rapidly, though, and it was not always possible or practical to deliver face-to-face training with every update. HomeAway needed a means of delivering training content and company info updates to employees in a continuous, efficient and measurable way.
What was delivered?
Wranx converted HomeAway’s content into short, bite-sized information that could be easily digested by the call reps. Training started in February 2016 with an initial 300 users using the system not only to reinforce general company knowledge, but also to learn about new product and subscription plan launches.
What were the results?
Around 70% of HomeAway employees used Wranx and the response was overwhelmingly positive, with learners citing the ability to learn from anywhere while on the go as particularly beneficial. Call reps found that the Wranx platform helped them to better retain knowledge and the company saw call-times drop by an average of about 5 seconds.
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Wranx has given us increased flexibility to deliver training content and updates to our reps in a manner that is quick, engaging and fast, ensuring our reps retain new information as quickly as possible. It is an amazing partner in our education program and has proactively helped us to reach our goals.
Catherine Osborne- Manager of Education and Knowledge at HomeAway