West Corporation implements Oracle Learning Cloud to create tailored learning and development programs for employees

Client background

West Corporation is a leading global telecommunications service provider that provides reliable, high-quality voice and data services, through a diverse portfolio of innovative solutions, helping companies more effectively communicate, collaborate and connect with their audiences. West has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin America and South America.

The business challenge

West Corporation (West) places a great emphasis on training and developing its employees. Through growth and acquisition, West has grown into a global organization with approximately 10,000 employees. While it used a robust catalog of training content and their strategic learning and development team to train its employees to better serve its clients, their learning management technology had not kept up with their business needs. Disparate internal processes had been created in different regions and business units. 

The Baker Tilly approach

In order to centralize and streamline West's approach to learning and development, Baker Tilly guided West through an implementation of Oracle Learning Cloud (OLC). Beginning with an analysis, Baker Tilly and West documented all requirements, current pain points, and future state desires.

In the design and build phase, aligning processes between West's regions and business units was as critical as delivering a top notch solution. As part of the process design, Baker Tilly provided best practice recommendations on how to manage and organize learning content and how to structure courses, offerings, and specializations in OLC.

Baker Tilly's solution architects combined their expertise in operating a learning and development business with the OLC solution to guide West to a streamlined and efficient learning development and delivery process configured to meet their business requirements. Baker Tilly also used Oracle's Business Intelligence (BI) tool to automatically assign learning to employees who needed it, when they needed it. 

The business impact

West was already using Oracle’s Core HR and Talent Management solutions. With the implementation of OLC, it was able to move another essential piece of its HR technology to the Oracle HCM Cloud platform. West can now intersect their learning and talent management data. Tailored learning plans can be developed for employees based on performance ratings, career development goals and succession plans.

Oracle’s BI tool has drastically decreased the number of employees that are out of compliance and the amount of admin work that was previously required has been reduced. With the new organization of their content and learning offerings, the end user experience has been simplified and back-end maintenance for learning specialists has been reduced.

West used OLC’s state of the art learning communities technology to create community pages within OLC. West can now leverage the subject matter expertise that exists within their organization and provide another development opportunity for their employees.

For more information on this topic, or to learn how Baker Tilly specialists can help, contact our team.