Customer Collaboration with Oshkosh: Challenges Bring Opportunities

 On this site, we’ve shared thoughts around our company’s culture and commitment to our founding principles, but how does that create an exceptional customer experience? This series of Customer Collaboration Interviews  explores exceptional client experiences as well as challenges – and opportunities for growth.

This week’s interview, with the Product Support Training Manager at Oshkosh Corporation , revealed an opportunity for growth:

Q. Why did you think of using 3d interactive gaming tech? And have you used it before?

Oshkosh: It opens up a new world of possibilities and reduces overall costs. And this has proven correct since we started using it about three years ago. We started out with a single requirements-based project and have ramped up significantly since then.

Q. What was the feedback from your customer and your users?

Oshkosh: Both positive and negative, actually.

We often need to train students in environments that have inherent dangers – in both process and materials – or on equipment that either isn’t readily available or cost prohibitive, so the virtual world provides a safe, financially attractive alternative. Students report good results and provide positive feedback overall.

Customers paying for this training have not had enough exposure to these methods to fully graph its effectiveness. It’s more of a cultural thing, really – and it makes sense: Many presume students have to be on the equipment to learn. The virtual world does allow students to repeat actions and perform these actions, but it hasn’t been around long enough to provide extensive use cases to support effectiveness. This will come, of course, but for now, it can sometimes be a tough sell.

Q. Any additional challenges?

Oshkosh: I’m not a graphics expert and working with a team to get my vision across and have it come to life was the biggest challenge for me. The team at Heartwood did very good job of bringing my suggestions to life.

Q. Do you plan to continue using this technology? 

Steve: Absolutely. This is a key element in our training toolbox at this point. Our training uses blended solutions and we’re always searching for cost-effective means. Most trainings require some kind of stand up instruction, but combining it with virtual tech allows us to get a day or two done ahead of the on-site instruction. That savings is HUGE and comes without a negative impact to overall outcome of the training.

Q. Has it met your ‘return on investment’ expectations?

Oshkosh: One of biggest benefits we’ve experienced is being able to use it in multiple areas for both logistical training and for sustainment needs. Annual refresher trainings are very costly when one has a large user base. For example, virtual stations can accommodate 20-30 students in class, letting them operate a truck virtually, experiencing the driver interface in a way that would’ve taken us infinitely longer if they had to do it one at a time.

Q. Why did you choose Heartwood?

Oshkosh: When looking at different companies, Heartwood had technology that wasn’t available elsewhere. The possibilities were intriguing. And sitting down and speaking with Raj and his team from Heartwood sealed the deal, as their understanding of the training world was impressive. I view technology as a viable training alternative, one that breaks down many barriers – and Heartwood does as well.

Working with the Heartwood team is a pleasure. They offered an easy working relationship and trust was built very quickly – not an easy task in this industry.

And there you have it! Would you like to join us for our next Q&A? Reach out here!