RMS Automotive provides a global, cloud-based, end-to-end solution for the automotive industry to manage their vehicles beginning with new fleet orders, all the way through wholesale remarketing and retail used-vehicle sales. Their software solution combines sales and decision support tools alongside inventory management, a comprehensive design that ensures the most efficient management of vehicles throughout their in-use lifecycle and subsequent sales. RMS Automotive's solution facilitates expedient sales through the most appropriate channels. Cathy Chapman, RMS Automotive's Product Training Manager based in Leeds, UK, to learn more about their OEM training process.
RMS Automotive's Learner-Focused Comprehensive OEM Training Process
The learner-focused training provided to automotive OEM customers is tailor-made to suit their individual needs, addressing localized requirements for the legal, fiscal, and operational structure of their market. In conjunction with the client, RMS Automotive gathers information regarding the client's current business processes to evaluate the impact their solution will have when the system is introduced. They foster a relationship with key stakeholders to ensure complete understanding of the organization's culture, and validate materials with the client during the program's development to assure quality while ensuring that RMS Automotive's customized solution fits with the client's corporate standards.
The program includes live web-based training, e-learning, on-site and off-site training that is additionally supported by extensive user guides and online assistance. The learning program is attuned to an organization's standards and preferences, assuring absolute congruency. RMS Automotive utilizes industry-standard tools that include Articulate Storyline 2, Madcap Flare, Latitude Learning LMS, and appropriate communication methods to achieve quality results. "Elearning SCORM projects can equally be supplied to the client for inclusion in their own in-house LMS," Cathy added.
OEM Training Delivery And Support
Conducted by RMS Automotive, trained OEM trainers, or a combination of the two, the delivery of training pre-User Acceptance Testing (UAT) and learning support during UAT is paramount, allowing users to learn as they explore. For those not involved in UAT delivery, the end-user training is planned and delivered as close as possible to the date the system actually goes live. "Transferring new skills, gained in a safe learning environment, to the real world of work must be immediate to avoid rapid knowledge degradation," Cathy told us. "Good training design is ‘sticky,’ but time lessens the adhesion."
RMS Automotive monitors and supports users after the delivery to ensure they receive maximum benefit from the system as their experience grows. Updates are developed in response to product updates, enhancements, and changes as the fiscal, legal, and market landscape alters over time. RMS Automotive monitors the level of customer support calls to gauge their competence as time goes on, taking a proactive approach to intervention and assistance when and if the need arises. Senior customer stakeholders also complete holistic satisfaction surveys to review every aspect of service, including training, to ensure that any opportunity for improvement is addressed.
RMS Automotive trains all identified users of an OEM organization's system, as well as the users within their vendor partners' firms. Additionally, RMS Automotive trains their own internal colleagues to ensure that everyone is familiar with the system and the client-tailored implementations.
Training curriculum is adapted to the varied roles within the company to satisfy the needs of senior managers, IT specialists, finance, sales, and administration as individual entities. The technical and support teams work toward varying degrees of Subject Matter Expert level. "A huge element (and challenge) towards satisfying their needs is to provide opportunities that are accessible at any time, in any location, using any means possible," Cathy observed.
RMS Automotive training also works closely with sister companies supplying services and software tools within the Cox Automotive organization to address needs that include logistics services, inspection, physical auction management, and finance provision. Cross-training is encouraged and supported at the highest level because RMS Automotive understands that training specialism is more than just an isolated service. It plays an inherent role within the organization, ensuring that the internal and external skills of their customers are maintained and enhanced at every opportunity.
Why OEM Training Is So Important
In an increasingly competitive and often volatile climate, the ability to respond to changing market conditions relies heavily upon the knowledge carried and retained within an organization. As a smaller number of people typically manage a substantial amount of work, everyone must reach a level of intrinsic adeptness. For OEMs, on-going education grants the ability to develop new routes to target customers, build connections to compatible third-party partners and services, and formulate plans to maintain and increase market share. During periods of devitalization and skill renewal, training minimizes negative impacts by providing support and guidance to increase necessary proficiency as quickly as possible.
"Training is an integral part of a customer’s change management; our relationship with each customer is ‘for life’ – training is not a standalone event in either time or domain," Cathy insisted.
This level of dedication ensures that RMS Automotive's customers will benefit from solid training practices and unwavering support.
About RMS Automotive
Headquartered in Atlanta, Georgia, RMS Automotive is a brand of Cox Automotive Inc., a global company dedicated to revolutionizing car sales and ownership by presenting digital marketing, e-commerce, wholesale, software, and financial solutions for manufacturers, dealers, and consumers. RMS Automotive has operated since 2007 and serves 29 countries, providing systems designed to catalyze multi-lingual, multi-currency, and multi-fiscal transactions that accommodate tax systems throughout the world. They provide flexible solutions for vehicle portfolio management, inventory management, and online remarketing, allowing large vehicle portfolio owners to manage their inventory, process transactions, and maximize their overall returns.
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