GTLS

We
SCALED
for Mercedes Benz

Overview

The GTLS (Global Training and Learning Systems) is Mercedes-Benz’s proprietary training framework, essential for equipping technicians and sales teams across the globe. This dual-focused system is critical to the company’s operations, with sales training driving revenue and technician training ensuring service excellence. However, training inefficiencies were causing declining sales and costly service errors, prompting the need for intervention.

45%

Technician
Efficiency

Reduced servicing errors by 45%, ensuring improved vehicle
safety and minimizing the need for senior engineer intervention.

30%

Increased
Sales

Increased sales effectiveness by 30% through better-trained
sales staff, leading to a significant boost in showroom
conversions.

Challenge

Technician Training Issues: Mechanics lacked practical exposure, leading to errors in servicing critical vehicle components (e.g., airbags, chassis). These errors posed potential safety risks and required senior engineers to step in, increasing costs and delays.

Sales Training Gaps: Sales professionals struggled with declining sales due to outdated and ineffective training methods

Training Process Deficiencies: Existing training relied on theoretical content (PPTs and manuals) with limited real-world simulations, resulting in poor skill retention and
confidence gaps.

Journey

Mercedes-Benz entrusted us to reimagine their training process by identifying gaps and creating a more immersive learning experience. We proposed and implemented gamification for technician and sales training through a proprietary desktop and tablet-based application, enabling hands-on virtual practice.

Solution

Gamified Training for Technicians: Developed a simulation platform replicating real-world vehicle scenarios, from basic surface cleaning to complex repairs like airbag systems and chassis issues. Introduced crash scenarios and repair tasks, allowing technicians to make mistakes in a virtual environment and learn from them. Designed feedback loops where technicians reviewed errors, understood consequences, and improved their Standard Operating Procedures (SOPs).

Enhanced Sales Training: Integrated interactive modules to improve product knowledge, communication, and customer handling skills. Focused on real-time sales scenarios to boost confidence and efficiency in showrooms.

Improved Technician Efficiency: By allowing trainees to make virtual mistakes and experience their consequences, the gamified approach drastically reduced errors in live scenarios, enhancing safety and service quality.

Boosted Sales Performance: Sales professionals became more adept at handling customer queries, directly contributing to increased revenue.