TransPerfect Improves Engagement and Quality for PG&E's ESA Program
“There aren’t enough good relationships in the world and I have one with TransPerfect.”
– Team at PG&E
TransPerfect doubled PG&E's course output from 8 to 16, accomodating a total of 367 students
The Net Promoter Score (NPS) experienced significant growth, rising from 56.25 to 74.68 in Q4 surpassing the initial target of 50%
TransPerfect created an automation strategy to deliver impactful training using a unique automated speech program that captures exclusive acronyms and industry-specific terminology, ensuring authentic training without relying solely on human voice actors
The Challenge:
Pacific Gas and Electric Company (PG&E) had developed a collection of digital learning courses with another vendor for PG&E's ESA Program, but they were dissatisfied with the outcomes. The courses lacked engagement, and the translations were low-quality, putting the success of the ESA at risk.
The Solution
Given the poor engagement and negative feedback from their Spanish markets, PG&E sought a vendor for content updates. Initially, they wanted to make minor edits to a couple of sections within one of the courses. However, after speaking with TransPerfect Learning Solutions, PG&E decided to partner with them to improve the learner experience and align the Spanish content with the elevated English versions.
TransPerfect's instructional design experts identified some key areas of concern, which lacked engagement. To combat this and to work efficiently, they implemented "quick win" opportunities. This included chunking information, creating interactions, and enhancing visuals, among other methods. Each course was also updated to ensure it adhered to the current California Installation Standards Manual to avoid any discrepancies across assets.
“Overall, the course turned out great. Easier to follow, engaging and I didn’t fall asleep.”
- May Lor, Senior Customer Program Manager
The Results
PG&E's top priorities encompassed compliance and engaging digital content that creates measurable behavior change. To address these objectives, TransPerfect Learning Solutions collaborated with a former PG&E employee, who served as a subject matter expert. This partnership resulted in a streamlined content review process, reducing client review time and ensuring accurate content changes to meet all compliance requirements in 2023.
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