Global shipping industry supplier onboard with Cognito Learning

Marine chief officer or captain on deck of vessel or ship watching digital tablet. Internet and home connection at sea.

A world leading mobile technology innovator that provides mobile connectivity solutions in remote and inaccessible parts of the world, is the latest company now using Cognito Learning’s unique AI digital learning app to enable its team to retain knowledge and training.

KVH Industries’ technology delivers high-speed internet, TV and telephone solutions, via satellite, to users at sea, in the air or anywhere else in the world. Its products are commonly used on boats, ranging from merchant ships with large crews to superyachts, as well as in moving vehicles including charter busses, emergency vehicles and RVs.

The US based company is now using Cognito Learning’s app to ensure its entire sales team, who are based throughout the world, retain all of the technical specifications of its products, as well as key sales messages.

Employees use Cognito Learning on their phones, tablets or computers, spending less than two minutes a day answering questions about training, products, procedures and compliance. The app uses AI and engaging gamification to continuously help employees to understand, reinforce and retain their learning and knowledge.

Mark Woodhead, executive vice president of mobile connectivity at KVH, said: “We work in a very fast-moving industry, where the technology is evolving all the time. Plus, every customer has different requirements and priorities, from being able to use video conferencing software to handling big data or browsing the internet to watching live football, wherever they are in the world. This means there is a huge amount of information to retain across a vast product range.

“Cognito Learning asks every member of our team a couple of questions each day, relating to product and service specifications, key features and sales messages. The product’s AI capability then tailors an individual’s upcoming questions depending on previous answers, recognising where each person is particularly strong, or may need additional help.

“This data driven approach has been very enlightening in terms of how we support our team and help them improve. In many cases, the areas where people need additional assistance are different to what we envisaged, so we can now work with them based on actual performance rather than perception. We would have never realised this without Cognito Learning’s data.”

Mr Woodhead continued: “Most salespeople don’t enjoy training and often leave it late to complete remote training courses, so I wasn’t sure how the team would react to using a digital learning app every day.

“We introduced it at our annual global sales meeting, with Cognito Learning’s team providing support with training presentations and onboarding. It was immediately a popular talking point, with people comparing questions and answers, and the amount of positive feedback, for a training solution, was something I had never seen before. Everyone has found it really valuable.

“The fact it takes less than two minutes a day to answer the questions is key, and the gamification aspect is also very popular with everyone keeping an eye on the league table. Other members of KVH’s team have even asked to join after hearing colleagues discussing it. We now have quarterly awards for the league leaders and biggest improvers.

“I’m confident that our sales team are fully informed about our products and services thanks to Cognito Learning – we’re seeing consistent improvement across all topics and a number of people have already achieved master level. We’re now rolling the product out to our wider marketing team and exploring the possibility of our third party sales and distribution partners using it, to ensure all customers buying KVH’s products receive the highest standard of service and expertise.”

Jonny Jerome, commercial director from Cognito Learning, said: “KVH Industries is a global organisation and a leading name in the maritime and mobile connectivity industry, with a remote team who need to retain lots of specialist product knowledge, so we immediately knew we could add value for them.

“We have worked closely with the company to create an array of tailored questions covering detailed technical specifications and product USPs, and this bank of questions is continually evolving to stay fresh and up to date. The results so far speak for themselves, with an average of 33% knowledge improvement seen across the team in less than six months. We’re now looking forward to expanding Cognito Learning into other parts of the organisation.”