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One of Qstream’s global biotechnology customers is dedicated to investing in scientific innovation to create transformative medicines for individuals with serious diseases. The company’s field force excellence team spearheaded this effort to enhance their field teams’ capabilities. The group provides comprehensive training on disease education, product knowledge and role-specific skills for each field team, who specialize in a wide range of responsibilities ranging from sales and payer account management to patient support.
Given the critical nature of their work, these teams must stay up to date on topics that are constantly evolving. This makes continuous training a necessity to ensure optimal service to their valued customers. While the field force excellence team provides a variety of training and learning opportunities, they recognized the need for a learning modality that goes beyond conventional, standalone methods to ensure sustained knowledge.
They partnered with Qstream to offer their specialized teams a more innovative and engaging training platform to supplement traditional learning methodologies such as classroom training and LMS courses. Additionally, they wanted to be able to measure proficiency and performance levels pertaining to disease education, product knowledge and patient care. The result was the creation of a multifaceted program that presents live, virtual, and self-directed learning opportunities, catering to the unique requirements of each field team member. At the core of this learning initiative lies Qstream’s microlearning technology, playing an integral part in the program’s success.
The Challenge
The field force excellence team offers an extensive array of training and development programs to its field teams on an annual basis. Their objective revolves around effectively showcasing their product value to customers. However, they have a small team of two who are responsible for training, and given the pace of their business, it’s difficult to develop timely reinforcement activities for their training programs to ensure the field teams retain critical product knowledge. The field force excellence team recognized the necessity to move away from traditional learning programs, which consumed excessive time and doesn’t provide any knowledge reinforcement.
The management team was looking for a solution that could continue to develop their teams’ knowledge and skills without sacrificing their time in the field. They wanted a learning technology that made it easy for them to engage with learning content in the flow of their workday without disruptions and one that was easy to interact with. Qstream was best of both worlds, with its low-touch, high-impact learning and development technology.
The Solution
Qstream is a microlearning and knowledge reinforcement tool that makes learning easy, consistent and part of employees’ daily routines. Qstream was implemented to bolster the knowledge of field teams and internal customers during product launches, after the new hire onboarding process and to deliver and reinforce other critical field training content throughout the year. Qstream pushes short scenario-based questions to the field teams’ mobile devices, email or other tools of choice and keeps them engaged in the training as they compete for top rankings on the leaderboards. With Qstream’s microlearning technology, this global biotechnology company was able to improve overall performance by building their fields teams’ proficiency and knowledge retention of information on a wide range of topics.
In summary, Qstream offers a strategic and tactical training tool that’s quick, flexible and innovative to ensure field teams have timely knowledge and that skills are brought up to date as business requirements quickly change. This ensures they are following proper business processes.
The Approach
To evaluate the success of Qstream’s platform, the field force excellence team decided to put it to the test. Six different Qstream challenges that comprised of 116 questions were launched to 361 employees. The goal was to have the field teams use Qstream’s microlearning platform to strengthen their expertise within different subjects and to analyze the improvement of their knowledge and skills over a period of time.
The initial average proficiency rate for employees was 81.4%. After going through the training program and utilizing the Qstream platform, participants collectively achieved an average proficiency rate of 89.3%. The proficiency data retrieved from the field teams as they engaged with Qstream’s microlearning challenges were showcased to the leadership teams in real-time. These in-depth analytics also show the changes in knowledge retention over time and demonstrate that employees are improving as a results of training investments made. They also bring awareness to management about where the true knowledge gaps live within the field teams so they can easily be corrected.
The Results
What’s Next
Qstream’s analytics show a live view of employees’ learning abilities and where to focus future training efforts. After witnessing the success of Qstream with their field teams, they broadened the use of the microlearning platform across the entire organization.
Considering the questions created in the Qstream platform can be completely customized, it is simple to adjust the curriculum based on the needs of employees from data-driven conclusions derived from the analytics. By utilizing Qstream across multiple areas of the business, management will be able to streamline learning and improve daily work efficiencies.