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Manufacturing
Case studies

CRM platform training for a global elevator and escalator company

Schindler Group · 70,000+ employees · Global (Ebikon, Switzerland)
  • 2 months from kickoff to LMS deployment
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01
Background
Schindler Group is one of the world’s largest elevator, escalator, and moving walk companies, with 70,000+ employees across 100+ countries. The company needed to onboard its sales force onto SHAPE Sales — a proprietary CRM platform built on SAP.
02
The challenge
SHAPE Sales covers deep functionality — customer 360° views, opportunity pipelines, activity tracking, quotation management. Without structured training, the risk was predictable: reps would default to workarounds, customer data quality would suffer, and leadership wouldn’t get the pipeline visibility the platform was designed to deliver.
03
Our approach
Using Schindler’s SME-provided scripts and CRM screenshots, we built a fully interactive simulation-driven module. The course places reps inside a replicated SHAPE Sales environment and requires them to perform real workflows — logging in, navigating the platform, searching customer accounts, customizing views, scheduling visits, and documenting sales activities. Each step includes real-time error feedback, so reps build muscle memory before touching the live system.

22%↓

CRM support escalations in first quarter

88%

Sales team completion rate

4.1/5

Rep platform confidence

New

No CRM training to simulation-based onboarding

Key takeaway

When you’re rolling out a complex CRM to a global sales force, adoption isn’t a technology problem — it’s a training problem. Simulation-based learning bridges the gap between platform access and platform proficiency.

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