Case Study by Monster Canada and Pentext Inc.

Company Overview
Monster.ca is part of the worldwide Monster network, the No. 1 career portal in the world, serving job seekers and employers in 22 countries. Monster is the flagship brand of New York-based Monster Worldwide Inc. (NASDAQ:MNST), which employs more than 8,500 people in 33 countries.

Monster is the leader in online recruitment, the world's largest Recruitment Advertising agency network, and one of the world's largest Executive Search and Executive Selection agencies. Monster Worldwide is also the world's largest Yellow Pages advertising agency and a provider of direct marketing services. Monster Worldwide's clients include more than 90 of the FORTUNE 100 and approximately 490 of the FORTUNE 500 companies. Monster Worldwide (NASDAQ: MNST - News) is a member of the S&P 500 Index. More information about Monster Worldwide is available at www.monsterworldwide.com.

Challenge
Monster Canada needed to provide every customer with ongoing and expert training, while reducing travel time for their training professionals. They also wanted to reduce customers support calls while increasing the level of customer satisfaction. Another goal was to build on existing customer relationships through their online training, allowing customers to feel closer to the Monster brand. Monster also intended to use this online training application to train new Monster employees on how to use their web-based software product.

Challenge Summary
	Provide every customer with ongoing and expert training
	Reduce travel for Monster’s Training Professionals
	Reduce support calls to Monster’s Customer Support
	Train an audience of various skill levels by using a comfortable medium
	Build customer relationships through online training
	Complement existing employee training

Solution
Monster Canada chose Pentext to develop an online training application that would be accessible and engaging to all customers. The key was to develop online training that customers would want to use. The application had to have a personal feel, and be interactive and responsive to customers. This would ensure that the online training application was a realistic option to live product training.

Pentext also made the training easily accessible directly from Monster’s software application. This way, customers could access training components whenever they needed to learn about a particular feature or resolve any problems they might encountered. Having easily accessible training components right in the software application helps to deflect support questions from Monster’s Customer Support department.

To build on existing customer relationships, Pentext used Monster’s Training Manager as the video-based online trainer. Monster's actual trainer could then lead customers step-by-step through the training application and respond to their requests, as if in a live training session. This type of personal interaction between Monster’s product trainer and their corporate customers, helped to build on existing customer relationships and take Monster's product training to the next level.

Solution Summary
	Develop a training application that is readily accessible, engaging and personal to all customers
	Ensure that the training application was interactive and responsive to customers needs
	Build on customer relationships by using an identifiable personality such as Monster’s Training Manager to deliver step-by-step training in an interactive communication dialog
	To make training accessible directly from the Monster web-based application
	To make relevant training components accessible directly for the Monster’s software user interface

Benefits
	Every corporate customer received personalized expert training from Monster Canada
	Customers used the application effectively the first time, decreasing first-time user frustration
	Customers encountering a problem could quickly access relevant video-based training information quickly
	Monster’s Training Professionals are now able to travel less and direct customers to an online support method to supplement their live course training
	Customers build a rapport with the Monster brand as they use their tutorials
	New Monster employees learn how to use Monster’s products effectively on their own

Testimonial
From the very beginning, Pentext was in a true partnership with Monster. There was a free exchange of ideas and through this, a clear vision for the project emerged. Given the audience analysis, it was obvious to us that the solution needed to be user-friendly, thorough, flexible, and most of all, humane in its approach. I believe we achieved this. By integrating a video and audio facilitator for the entirety of the tutorial, users are expertly guided through Monster’s Candidate Hiring Application, MOHq.

In the short timeframe that the solution has been live, client feedback has been tremendous. Whether they are using it to meet all of their training needs, or as a refresher after an onsite training session, clients have consistently stated that they are extremely satisfied with the solution.

Overall, I would highly recommend Pentext to any company wishing to take their learning tools to the next level. They certainly helped Monster achieve this goal.

Caroline Dumont
Manager, Training and Development
Monster Canada
.