CASE STUDY
Context: A local lawn care business was in the process of hiring and onboarding new employees many of whom are new to the industry and are new to providing lawn care through a company. Billing was to be taken over by new associates and the processes needed to be accessible for any office associate on an as needed basis. Billing customer by customer is time consuming. This process is a way to reduce time on billing tasks and frees associates for other office tasks.
Challenges: The company was new to hiring associates and was hiring a lot of first time lawn care employees. Associates were not familiar with the use of an online billing system. Many employees needed support even when a supervisor was not readily available.
Solutions: This VILT learning solution was created to help office associates access a tutorial when and as needed in order to create recurring invoices for monthly billing cycles. This tutorial allowed an associate to view and to practice the process for creating these invoices. If the associate needed a reminder the learning solution could be accessed again and navigated to the area needed as a refresher. Every step of the process was described and the learner was given the opportunity to practice in the program on their own and to create samples of the intended invoices. Visual supports were provided and a supervisor was able to check the sample invoices for accuracy and to assess associates.
Results: Associates provided positive feedback to the clarification of explicit steps needed to generate an essential piece of monthly billing. The company has noted a larger percentage invoices being set to recurring therefore allowing for more efficiency during billing cycles.