Wallbox customises their training ecosystem, driving cost and efficiency improvements

Wallbox is a young Barcelona-based company that has achieved exponential growth in just five years. The company specialises in manufacturing, distributing, and installing domestic chargers for electric cars and is one of the leading companies in its industry. Despite its short life, Wallbox has already managed to be listed on the stock exchange, thanks to the power of its technology and highly distributed production line.

The Challenge

One-stop training for both employees and external usersWallbox’s previous online training platform did not allow them to segment audiences or separate content. The company needed to find a way to reach and train many more users in all its products with a more efficient, customised platform.

The core need was to establish learning paths for four main groups: customer service and sales teams, distributors and installers. Distributors and sales teams needed specific training in product features and benefits to be able to sell the product; installers needed training in technical features and how to install the product; and customer service teams needed a more complete learning path, from how to install the product to a thorough understanding of its functionalities, including knowledge of how to resolve any incidents that might arise.

Another dimension of the challenge for Wallbox was the need to segment content by country and language, and to automate processes, both for content selection according to user needs and for direct segregation of users according to their characteristics, right from the registration form itself.

The Solution

A customised content ecosystem

With the help of Totara partner Actua Solutions, Wallbox was able to create a customised training ecosystem using Totara Lear that met all requirements. Actua Solutions assisted Wallbox in defining the challenges and in shaping the tree of audiences, categories, languages, and content in Totara. The implementation provided tailored learning paths for each user, and platform efficiency in the automation of content selection and user classification processes.Process automation and data visualisation

On a technical level, the course registration form drives categorisation for external users. They provide country, language, and job type information, which determines the catalogue of training content offered to them. Internal users are managed through an HR Import synchronisation system using an Excel template to upload users and identify the training they need. Wallbox also needed to measure customer satisfaction with courses using NPS and track course completion percentages, so a customised data source was developed and integrated with Wallbox’s own database. The UCC (Unique Custom Course) features groups courses in multiple languages for more efficient administration.

Results

Huge improvements and satisfaction

Since implementing Totara, Wallbox has published more than 2,000 courses with 11,900 registrations, reaching a 71% completion rate. Most of the users are external, representing 91% of the total. The increased speed of managing learners is remarkable: Totara has resulted in a process efficiency increase of 76% and administrative time savings of 33%. The response in user evaluation of the platform has been very positive, with average NPS (Net Promoter Score) rising from 47 to 63, and a satisfaction index (Satisfaction CSAT) of 8.41 out of 10.

The enthusiasm and passion of both the Wallbox and Actua teams meant that the project was implemented in record time: it took only two months from the start of the project until the platform was up and running.Building a sustainable learning community

Guido Bosi, Training Engineer at Wallbox has a clear vision for the future:

The company has plans to develop a gamification system, both internally and externally, which will allow Totara to be used as a marketing tool. Further, a new certification program for installers is being developed, and research is underway on how to build a community of installers and sellers who relate to each other through social learning, passing on tips, ideas, or advice.By using Totara’s power to solve their current needs and also expand to meet new opportunities over time, Wallbox is well-positioned to continue building expertise and maintain position as a leading company in the manufacture, distribution, and installation of domestic chargers for electric cars.