Blend’s goal has always been to bring simplicity and transparency to the consumer lending process. As a result, creating an intuitive and trustworthy customer experience process is just as important as building a robust platform. In order to build a world class customer experience process, Ryan Giordano, Blend’s Sales Enablement leader, knew that effectively training new sales employees during the onboarding process would be a necessary first step.
After implementing a new sales training program powered by WorkRamp, Blend was able to:
Before Blend implemented WorkRamp, the sales onboarding process was siloed in different content locations and relied heavily on in-person meetings that could not scale. Sales representatives were required to set up their own meetings and were not necessarily learning the right information in the right order. This also created an artificial bottleneck of knowledge material, because it required intensive one-on-one meetings to capture the information new hires needed. Ultimately, the time taken from high performing reps to do basic onboarding could have been focused on selling the product.
Ryan knew that they needed a better way to structure training and improve the way teams worked together.
Solution and Outcome
Since there were many teams involved in onboarding, WorkRamp was critical in automating training deployment and fully managing the journey of each new hire. Giordano was able to be more thoughtfully create courses to build knowledge in stages and strategically incorporate meetings to reinforce concepts. WorkRamp’s reporting functionality gave management insight to the progress of each new hire, which they were able to correlate to reducing ramp time and selling faster.
While before key performers were spending multiple hours per week of their prime selling time to train new hires, today there is a strategically planned journey in WorkRamp so new hires can instantly provide value. Now, Blend can always make sure that all go to market teams are aligned as departments grow.