Blended learning program accelerates onboarding and improves quality for international implementation consultants.

Centric: blended learning program for consultants

Centric is an international IT service provider with thousands of employees and clients across various sectors. Within the Retail and Logistics divisions, there was a need for a structured training program for consultants. New employees often required more than a year before they could work independently. Knowledge was fragmented, and ways of working differed per country and client, limiting quality and collaboration. I led the project to develop a blended learning program that enables consultants to become productive faster and with higher quality.

The challenge

The existing onboarding was reactive and inefficient. New consultants received information ad hoc, spread across multiple sources, without a clear didactic structure. This led to long ramp-up times, project errors, and high workload for experienced colleagues. Key pain points were:

• Long onboarding time (minimum 12 months)
• Fragmented knowledge
• Lack of a clear didactic flow
• Differences in knowledge levels
• High pressure on the Center of Excellence (CoE), as too many questions and issues ended up there unnecessarily.

The solution

I developed a structured blended learning program with four learning tracks and a clear didactic structure. In the onboarding phase, new consultants gain the basic knowledge within three months and can work independently after six months. Advanced training and case studies expand their technical knowledge and functional understanding. Practical assignments and coaching ensure immediate application in client projects. Finally, a unified methodology guarantees that consultants work in the same way across countries and teams.

The result

Consultants are now productive much faster: they join projects within three months and can work independently after six months. This has led to higher quality and customer satisfaction, with fewer errors, faster fixes, and better service. Efficiency also improved as the CoE was relieved and consultants were able to solve more questions themselves. Collaboration improved through better knowledge sharing and one consistent way of working across countries. In addition, stronger product knowledge created commercial opportunities in sales and upsell. The blended learning program not only accelerates consultant onboarding but also structurally strengthens quality, efficiency, and collaboration within Centric.