(212) 924-2579 grovo.comcontact@grovo.comWant to learn more? Contact us at:

“With Grovo, the impact on engagement is amazing. We see people making time to learn. It’schanged the way we think about getting our people trained.”

Chris ZolothDirector, Customer Experience Optimization, IHG

Case Study

(212) 924-2579 grovo.comcontact@grovo.comWant to learn more? Contact us at:

SolutionTogether with Grovo, IHG gave their training program a complete 21st century upgrade. Instead of relying on periodic classroom training alone, IHG used Grovo’s intuitive learning platform to deliver short, compelling microlearning lessons to reps they could access on any device. In addition to assigning digital and soft skills training from Grovo’s microlearning library, IHG worked with Grovo’s production team to create custom microlearning lessons on loyalty initiatives unique to IHG. Individual training managers were granted access to the platform and approved content so they could freely create, assign, and track their own trainings at will.

ChallengeAt IHG, customer service reigns supreme. But the kind of service their customers need is evolving—and fast. Since IHG’s customers can book rooms and handle other basic tasks online, the incoming service requests are getting increasingly complicated, requiring greater knowledge, creativity, and communication skills from reps to solve. IHG recognized the need for a more sophisticated approach to training that would better empower reps to deliver the world-class customer service for which the company is known.

ResultsThe launch was a resounding success. Not only are reps happily making time to engage with the bite-sized training, but the ease of using Grovo has also inspired IHG’s training managers to take a more proactive role in promoting the company’s learning culture. Overall, Grovo has enabled the company to adopt a faster, more nimble, and more effective approach to training that’s helping them keep pace with what IHG’s business needs today, and prepare for whatever it may need tomorrow.

• High engagement: Within two days of launch, learners in 5 countries around the world completed over5,500 lessons, with activation and engagement steadily increasing day over day.

• Greater e�ciency: IHG cut onboarding time from 5 weeks to 2 weeks, getting reps back on the phones

faster and saving the company time and money.

• Better scores: IHG reports better scores from newly hired staff, as well as a rise in scores among existing

staff for the training they’ve released with Grovo.

Thrilled with custom content“The creation process is awesome, and the production value is amazing. You listened to our feedback, the turnaround was quick, and we’re in a really good spot right now.”

Easier than other LMSs“With Grovo, it’s very easy to load content, organize the courses, and test out different trainings. I’ve played around with other LMS’s and that’s not always the case.”

Exciting for all stakeholders“Our training managers are excited to create their own courses depending on their goals. And learners are excited about the bite-sized microlearning—they’re more apt to go through it.”

About InterContinental Hotels GroupInterContinental Hotels Group (IHG) is a global company that operates 5,000 hotels in nearly 100 countries. Their mission is to create Great Hotels Guests Love.

IndustryHospitality

www.ihg.com

Crystal BlackInstructional Designer at IHG

Case Study