Drive service excellence with Kallidus
Supporting the transport and logistics industry
We have built a strong alliance with the transport sector, helping customers to successfully manage change and navigate the challenges of emerging skills gaps, compliance, recruitment and retention. We support leading organisations through business transformation, providing solutions to enhance customer service, maximise skills potential, and develop tomorrow’s leaders to drive long-term business success.
Kallidus can help you to minimise risk, working in partnership with you to deliver targeted learning and talent initiatives aligned with your organisational goals. Whether you’re looking to improve regulatory compliance across your global workforce or introduce a robust 360 development programme to support senior leaders, we’ll help you to make change happen quickly and effectively.
With nearly 1.2 million additional workers required to fill emerging skills gaps in the logistics industry by 2022 (UKCES, 2014), it’s vital to invest in your top talent now.
At a glance
- Onboard seasonal staff quickly and cost-effectively
- Minimise downtime with multi-platform, 24/7 learning
- Create a customer-centric culture with scenario-based courses
- Evidence compliance across multiple sites from a single platform
- Drive global innovation with targeted leadership programmes
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Transport for London case study
Multi gold award-winning project for best use of blended learning, Kallidus supports TfL through largest business transformation in Europe
Transport for London (TfL) manages London’s growing transport network. In 2014, with customer demand at an all-time high, TfL introduced Fit for the Future Stations (FftFS). This ambitious three-year programme was designed to transform operations and customer service, supporting significant team restructuring and the reskilling of all 5,000 employees and managers, equipping them with the knowledge and skills to make the London Underground world class.
TfL partnered with Kallidus as part of a complex blended learning programme to promote vital knowledge transfer and create lasting behavioural change. Kallidus helped drive staff engagement by creating immersive media-rich e-learning and an interactive game – all accessible underground without an internet connection – to supplement experiential workshops for a complete, targeted learning experience.
Halfway through the project, TfL’s workforce is exceeding all programme targets, including key customer service KPIs.
Staff presence in customer-facing areas has doubled, showing that employees have the skills and confidence to provide hands-on support for customers throughout the station.
Immersive e-learning simulations where employees can practise problem-solving has enabled TfL to transform six of the 250 ticket halls per week without compromising efficiency and customer service.
For the first time in 25 years, TfL has a competency benchmark for supervisors, and all supervisors transferring into customer service management roles now have individual development plans.
Employees have engaged with the learning so successfully that many have volunteered to become Change Champions: advocates for the FftFS programme, helping colleagues adapt to new ways of working.