The CSS case study

Switching from Oracle UPK to a new solution with an improved business case and without losing legacy UPK content – the CSS case study.

The customer

CSS Insurance is market leader for basic insurance in Switzerland with well above 1.6 million customers. Optimal talent development for employees at CSS includes the availability of a wide range of proprietary high value digital learning.

The challenge

In the past CSS had produced training materials with Oracle UPK (User Productivity Kit). When it became apparent that Oracle intended to discontinue support for the product, CSS was forced to look for an alternative technology.

Requirements for the new solution where:
    • Highly efficient production, localization and maintenance of learning content
    • Ability to maintain the legacy UPK content
    • Easy to use but sophisticated enough to accommodate different target groups (eg: application learning as well as non IT learning)
    • Partner with international standing
    • Ability of new partner to support the transition on the ground
    • Technology that will open the door into full contextual performance support

The solution

"Our search for a local partner with a solid international background ultimately led us to tts. One of our motivations to pick tt performance suite (ttps) was the superior cost-benefit ratio when it comes to the production, curation and maintenance of content. The professional consultancy services offered by tts are another area where we identified a significant added value.” Says Andreas Schulz, e-learning specialist at CSS.

“The range of applications covered by ttps as well as the user-friendly design also tipped the decision in favor of ttps. The technology allows to effortlessly combine various didactic concepts into individualized and target group-specific training packages. The centralized management of roles and authorizations supports seamless collaboration of all individuals involved in content creation. With ttps, any digital content (be it legacy UPK, new ttps or from other sources) can be distributed to end users throughout CSS Group in a fully contextualized way at the "moment of need" – and all that practically at the touch of a button.”

The project

The first task was to securely integrate existing UPK content into the format of tt performance suite. In this phase ttps needed to demonstrate the ability to replicate legacy functionality of the UPK software and enhance it further. Using ttps` customization options in the area of template creation and centralized management based on an authorization concept where key features.

Significant additional value - compared to UPK – is expected because of the Performance Support component in tt performance suite. It provides users with access to any relevant digital content (e.g. e-learnings, links, step guides) relating to their actual working context at the all-important "moment of need". Workload for 1st level support goes down, when users are able to find help “in the moment of need”.

CSS added to the user experience by uploading of-the-shelf learning content for Microsoft Office. The suite's vast customization options in the area of template creation, along with the reusability of content elements ultimately convinced CSS that they had made the right choice. The integration of UPK content went like clockwork and was completed within schedule. 

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