Client: UL, LLC.

UL is a global independent safety science company offering expertise across five key strategic businesses: Product Safety, Environment, Life & Health, Knowledge Services and Verification Services.

Performance Problem:

UL was implementing the Siebel Sales Force Customer Relationship Management (CRM) system. They realized that they did not have the internal resources with the experience of designing Siebel training solutions. They needed to find an external resource that would assess, design, develop, and deliver training and tools to support the UL Siebel CRM initiative.


UL Leaders knew that the implementation of the Siebel CRM would give them a competitive advantage, increase connectivity and integration, expand markets, maximize resources and allow for global reporting and forecasting.


TrainSmart used a three-phase approach to execute the project.  Phase I included a training needs analysis, which resulted in a training design document.  The training design document was used as a roadmap to design and develop the training program.  Phase II was the design and development of a facilitator guide, participant guides, case studies, simulations, assessments, and presentation slides for two key roles: Sales Representative and Sales Management.


Success!  The first region migrated to the Siebel CRM was North America, followed by Europe and then Asia Pacific.  The processes continue to be improved and with each acquisition, TrainSmart provides the tailored training.