The Company
AT&T is the world’s largest telecommunications company, as well as the largest provider of mobile and fixed telephone services in the United States. Since its purchase of WarnerMedia in 2018, it is also the world’s largest media and entertainment company in terms of revenue.
Challenge
With 11,000 users within its Mobility business alone, AT&T knew from experience that they had no choice but to succeed in their automation efforts within their business. To this end, they turned to Oracle University to accompany the Oracle CPQ migration with a robust, employee-centric adoption strategy. The solution needed to help sellers quickly and accurately move through the organization’s internal requirements in order to properly generate quotes for prospective customers. At the same time, however, they needed to increase efficiently to avoid reducing momentum and potentially losing deals.
AT&T’s Mobility department runs a B2B telesales team, whose employees work varying shifts in disparate locations. They knew that traditional forms of training and out-of-the-box solutions were not dynamic enough. They needed a solution to ensure that everyone, in every location, at every time of the day, had the right information at exactly the time they needed it in order to close deals accurately and efficiently.
Solution
The Oracle account team embraced the Mobility team’s challenge and introduced the AT&T Executive Sponsor to Oracle University’s Guided Learning solution. Through a robust use case scenario within the Oracle CPQ application, the Oracle University team showed custom guides that directly support Mobility’s unique business processes. Oracle University built step-by-step instructions overlying the application along with contextual guidance to demonstrate how Oracle Guided Learning helps to practically eliminate the employee learning curve and product adoption challenges while adhering to internal processes.
After seeing the seamless experience between Oracle CPQ and Oracle Guided Learning, the AT&T Executive Sponsor asked for “the keys to the demonstration” and took it to his Executive Steering Committee to independently demonstrate it to them. Interestingly, he had never used the Oracle CPQ application prior to this demo, but thanks to the Oracle Guided Learning solution, he successfully followed the in-application guidance from Guided Learning and flawlessly demonstrated CPQ to the Committee. Simultaneously, his ability to demonstrate CPQ with such ease also showed the incredible value of Oracle Guided Learning’s in-application solution.
Results
Oracle University’s Cloud team worked closely with AT&T Mobility to develop a state-of-the-art, customized Guided Learning Solution, which benefited AT&T in the following ways:
- Reduces the number of questions to the help mailbox
- Provides assistance and learning within the flow of work to help users every step of the way
- Ensures correct progression and process compliance through the CPQ application
- Updates with each cloud release, helping employees navigate change
“In our opinion, the addition of guided learning resulted in a significant improvement in the overall user experience. It made the workflow much simpler to navigate while adding color and context. We are far from home, but this was a big step towards securing support from AT&T executive leadership,” said Gary Laird, Vice President, Pricing at AT&T.
Next, AT&T is utilizing Oracle Guided Learning to bring the same level of confidence to their Wireline business. Wireline’s intended rollout, will impact a much broader audience, and so ensuring that its products meet the company’s requirements is of the utmost importance.
According to Dana Schnizel, Director of Strategic Pricing at AT&T, “since the Wireline products are heavily integrated with external applications, it becomes critical to have Oracle Guided Learning in place to ensure requirements are met.”