Case Study: Whirlpool cut training costs 21% and lifted First Call Completion 14% with Absorb LMS
Key results
The challenge
Whirlpool, a global appliance manufacturer, relied on broad, generalized training across its frontline technician service network. To improve service performance, it needed to replace one-size-fits-all instruction with training tailored to individual technician needs.
The solution
Whirlpool adopted a data-driven learning program built on Absorb LMS with Absorb Engage, using AI-powered personalized learning paths and a blended model that combines eLearning with virtual instructor-led training across its service network.
The results, in context
Whirlpool reported a 14% improvement in First Call Completion and an 8.2% increase in customer satisfaction after moving to personalized learning paths. By shifting to a blended eLearning and virtual instructor-led model, it reduced training costs by 21% year-over-year while improving performance outcomes.