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Onboarding That Works from Anywhere

At this geographically-expanding insurance organization, leaders needed to onboard customer care talent from anywhere—without losing quality, speed, or connection.

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When Employee First Impressions Need to Scale

Expanding beyond physical sites required a digital-first onboarding experience that built skills and community from day one. The organization’s vision: a single portal where new hires could access everything—content, tools, events, and support—to ramp quickly and confidently.

The Ask

Design a scalable approach to:

  • Onboard and develop distributed hires to consistent quality standards—fully virtual and learner-centered.
  • Streamline organization-wide onboarding modules, events, activities, challenges, and tasks into one seamless, guided experience.
  • Give onboarding facilitators and managers real-time visibility and ways to support learners in the moment.

The Approach

  • Create a seamless learning portal. We built a SharePoint-based hub that connects all existing learning content, calendars, and tools in one place, so new hires don’t have to jump between systems.
  • Make it human-centered. The experience is anchored in connection, progress, and performance—clear timelines, “what’s next,” and progress tracking help learners stay oriented and motivated.
  • Blend synchronous + self-paced. Cohorts move through the experience with virtual synchronous sessions and flexible activities; managers and facilitators can assign challenges and tasks as needs emerge.
  • Use nudges to coach in the flow. If a learner needs help, facilitators can reach out instantly via Teams, phone, or a one-click nudge—mirroring the awareness of an in-person room.
  • Gamify and build community. Milestones include gamified challenges with points and a leaderboard; “My Cohort,” “Give Instant Feedback,” and “Give Someone a Nudge” spark connection and peer support.

The Outcome

  • Location-independent readiness. New hires onboard successfully from anywhere; the model became the platform for the broader learning experience.
  • Faster ramp, consistent quality. Integrated content, clear milestones, and in-the-moment support accelerate practice while standardizing expectations across cohorts.
  • Sustainable at scale. Assets live in SharePoint and connected systems, enabling internal teams to update and extend the experience as operations evolve
  • Accelerated time to competency. Consistency and transparency of skill development allowed the business to enable skill-based routing so that new hires can handle simpler call types earlier and increase complexity as competence grows. New hires can take live calls sooner with greater confidence increasing their ability to demonstrate value more quickly.
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