CAN Capital is a loan provider that has helped over 81,000 small businesses acquire capital since 1998.
October 25, 2018
First the first time, Can Capital allowed it's customers to process their loan applications independently. Along with the rollout of their client-facing software was a version for Can Capital's employees. This gave customer service reps the ability to diagnose any issues or, in some cases, complete unfinished applications. Can Capital was eager to train it's staff in a classroom setting in preparation to the launch of the software.
After shadowing customer service reps for a week, we determined that scheduling classroom sessions would not be effective. The department operated in three different shifts and each rep was required to reach a quota each week. With these obstacles in mind, we created a step-by-step video that covered common scenarios custom services reps may encounter.