End User Training and Change Management

BrightRetail  End-User Training and Change Management Contract

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Contract Details

  • Client: BrightRetail (mid-market, 200 employees, $120M revenue, Boise, ID).

  • Outsourcing Provider: Master1tech, Lahore Pakistan

  • Contract Value: $500K over 18 months (January 2024–June 2025).

  • Start Date: January 2024.

  • End Date: June 2025, with option for 1-year extension.

  • Scope: Deliver training and post-training helpdesk support for NetSuite ERP and Salesforce CRM adoption, including training, helpdesk, and infrastructure.

  • Service Level Agreements (SLAs):

    • 90% user proficiency post-training.

    • 95% helpdesk ticket resolution within 6 hours.

    • Training for 150 employees within 3 months.

  • Compliance: SOC 2

  • Governance: Bi-weekly reviews via Microsoft Teams, using ServiceNow for project tracking

  • Budget Allocation:

    • Training: $250K (50%).

    • Helpdesk: $150K (30%).

    • Infrastructure (portals, e-learning): $75K (15%).

    • Project Management: $25K (5%).

Project Description

BrightRetail outsourced training and helpdesk services to drive adoption of NetSuite ERP for inventory and financial operations and Salesforce CRM for customer management. The project involved:

  • Training 150 employees through workshops and e-learning.

  • Helpdesk support for post-training user queries and issues. This aligns with the outline’s description of outsourcing training and helpdesk for system adoption, fitting mid-size engagements ($50K–$150K, scaled to $500K for comprehensive scope)

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Tasks Involved

  1. Training:

    • Delivered workshops and e-learning for 150 employees on NetSuite and Salesforce using Articulate 360 for custom modules and Docebo for course delivery, similar to Prudential’s Dynamics 365 training [memory: 30 Additional Corporate Examples].

    • Used Microsoft Learn for Azure-integrated NetSuite training, achieving 90% proficiency in 2.5 months.

  2. Helpdesk:

    • Provided post-training support via Zendesk for user queries and ServiceNow for incident management, handling 350 monthly tickets, akin to Sysco’s NetSuite helpdesk [memory: 30 Additional Corporate Examples].

    • Achieved 95% resolution within 6-hour SLA.

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Helpdesk Tools

  • ServiceNow: Managed training-related support tickets

  • Zendesk: Handled user queries with streamlined workflows

Training Tools

  • Articulate 360: Created custom training modules for NetSuite and Salesforce

  • Microsoft Learn: Trained 100 employees on Azure-integrated NetSuite features

  • Docebo: Delivered e-learning courses for CRM and ERP

IT Skills Required

  • E-Learning Development: Articulate 360, Docebo for content creation

  • Programming: Node.js, JavaScript for training portals and APIs

  • Database Management: SQL (PostgreSQL) for training data .

  • Training Delivery: Facilitating workshops with Microsoft Teams

  • Helpdesk Support: ServiceNow, Zendesk for user support

  • Front-End Development: React for training portal creation

Contract Outcomes

  • Cost Savings: 10% reduction in training and support costs

  • User Adoption: Achieved 90% proficiency for 150 employees.

  • Compliance: Met SOC 2 standards

  • Reliability: Handled 350 monthly tickets with 95% resolution within SLA.