• Client: oneworld
• Industry: Airline Alliance
• Objective: Develop a custom LMS to enhance customer experience training across the oneworld global network.

oneworld aimed to create a comprehensive training program to ensure a superior customer experience across its network of over 900 destinations in 170 territories. The goal was to develop a 6-module course to train airline staff on delivering seamless and high-quality service to oneworld customers.

Red Hot Digital developed a custom Learning Management System (LMS) tailored to the needs of oneworld. The LMS was designed to provide an engaging and interactive training experience for airline staff, covering all aspects of the oneworld customer journey. Key features of the LMS included:

1. Interactive Training Modules: Developed six detailed modules covering essential aspects of the oneworld customer experience.
2. Engaging Content: Included videos, quizzes, and interactive elements to enhance learning and retention.
3. Progress Tracking: Visual indicators showing trainee progress through the modules.
4. User-Friendly Interface: Designed for ease of use, ensuring a smooth learning experience across all devices.
5. Supportive Tools: Provided resources and tools to help staff deliver a successful oneworld service.
6. Certification: Issued certificates upon completion of the course to validate the training.
7. CMS/Administrator: A comprehensive content management system for administrators to manage lessons, track user progress, generate reports, and edit content.

Our team executed the project through the following steps:

• Needs Assessment: Conducted a thorough analysis to understand oneworld’s training needs and objectives.
• Content Development: Created engaging and comprehensive content for each of the six modules.
• Interactive Design: Developed interactive elements to make learning engaging and effective.
• Integration and Testing: Integrated the LMS with oneworld’s existing systems and conducted extensive testing to ensure functionality and user experience.
• CMS Development: Designed and implemented a robust CMS for lesson management, reporting, and analytics.
• Training and Support: Provided training for administrators and ongoing support to ensure smooth operation.

1. Introduction to oneworld Services: Describing oneworld services, features, and benefits.
2. Delivering the oneworld Experience: Explaining how to deliver a seamless service.
3. Supporting Customer Expectations: Ensuring customer expectations are met at every stage of their journey.
4. Aligning Member Airline Experiences: Recognising the alignment of oneworld benefits with member airline experiences.
5. Global Customer Support: Understanding the global support available to oneworld customers.
6. Utilising Supportive Tools: Sharing tools and resources that aid in delivering a successful oneworld service.

The custom LMS and CMS delivered significant benefits for oneworld:

1. Enhanced Training: Airline staff received comprehensive and engaging training, ensuring they were well-prepared to deliver exceptional customer service.
2. Improved Service Quality: The training program helped standardize service quality across the oneworld network, enhancing the overall customer experience.
3. Positive Feedback: Trainees provided positive feedback on the interactive and engaging nature of the training modules.
4. Certification and Validation: Issuing certificates upon course completion validated the training and motivated staff to complete the program.
5. Efficient Management: The CMS enabled administrators to manage lessons effectively, track user progress, generate detailed reports, and easily edit content.

This case study highlights our expertise in developing custom LMS and CMS solutions that meet the specific needs of our clients. By creating a comprehensive and engaging training program for oneworld, we helped enhance the quality of customer service across their global network.

Trust Red Hot Digital to develop custom e-learning platforms that will empower your staff with the knowledge and tools they need to succeed. Partner with us to achieve excellence in training and education for your business.