Siemens: Customer Excellence

Challenge

Adapting successful US training for French-Canadian employees

Siemens Canada loved how well their US-based Customer Excellence training was working, and they wanted to make it accessible to their French-Canadian employees.

The problem? Everything – the onscreen text, the scripts, even the graphics and narration – was in English.

Simply translating it word-for-word wouldn’t cut it; they needed to make sure it resonated with the Quebec market. Getting the translation right, both in terms of accuracy and cultural sensitivity, was key to making the training just as effective in French.

The French Canadian CE360 Online Course was very well received. Everyone really liked the whole course, but most of the comments I received were about the interaction of the training simulations and the great BluePrint tool at the end. They were excited that they got such a great tool to work with. That was definitely the first time we’ve seen such a professional online training course.
– Marie-Eve Loof, Siemens

Learn more about our Course Conversion services and how eLearning Localization can maximize your training impact.

Solution

Localized training ensures effective learning for French-Canadian workforce

To make sure the training hit the mark with its French-Canadian audience, ThinkingKap launched a full-scale localization project.

This meant translating everything – every bit of text on screen, every word of the scripts, even the text within the graphics, and all the narration. This included expert linguists who knew the ins and outs of Canadian French, ensuring the translation felt authentic and relevant to the Quebec market. And of course, the transformation wouldn’t be complete with authentic narrators from the region to narrate the new script.

Read the article we wrote about using Storyline to make translation easier.

Approach

ThinkingKap used Storyline to create two online modules and a customized application

Siemens: Customer Excellence work example

The Siemens Customer Excellence Department wanted to create a new and improved eLearning experience.

The first module set the tone of Siemens customer service philosophy by incorporating a motivational video.

A woman talks on the phone in her office

Impact

Consistent brand experience across US and Canadian markets

Key learner outcomes

Improvement to Net Promoter Scores
Learners passed tests with flying colors
Flexible, scalable training solution

Thanks to this careful translation and localization effort, Siemens’ French-Canadian employees now had access to the same great training as their US-based colleagues.

This meant more people could benefit from the program, creating a more inclusive learning environment. Employees were more engaged with the training because it was in their native language, leading to better understanding and retention. Ultimately, this helped Siemens deliver a more consistent customer experience across Canada and strengthen its brand in the Quebec market.

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