Challenge

Before collaborating with Asendio, Sunrise's technical training program faced several challenges:

• Static and outdated content: Existing training materials lacked interactivity, making it difficult for learners to stay engaged.
• Low practical application: Agents struggled to translate theoretical knowledge into real-world technical and customer service scenarios.
• Limited content variety: Learning was predominantly text-based, with minimal use of videos or interactive modules.

As a result, the training process was time-consuming, inconsistent across teams, and less effective in sustaining learner motivation or knowledge retention.

SOLUTION

Over 100 e-learning course materials were crafted and developed, incorporating a diverse mix of media and instructional design methodologies to maximize learning impact.

Each learning asset was built to engage, educate, and empower - turning passive training into a highly immersive learning experience.

Content Creation Process
Behind the success of this learning ecosystem stood a well-defined content creation workflow that combined structure, collaboration, and creativity.
Each step of the process ensured that the final materials were accurate, engaging, and aligned with Sunrise’s training goals.

1. Raw Material Collection

   The process began by gathering essential information from the client - including existing training documents, process guides, and technical content - ensuring all learning materials were grounded in real operational knowledge.

2. Course Structuring

   The course owner transformed the raw input into a clear course structure and learning flow. This draft was shared with Sunrise for validation, ensuring mutual understanding before moving forward.

3. Creative Planning Session

   Once the structure was approved, a collaborative planning session was held between the marketing creatives, the client, and a Subject Matter Expert (SME) when needed.
This stage aligned creative ideas with learning objectives - defining tone, visuals, and interactivity.

4. Subject Matter Expertise

   A dedicated SME, often a team leader or project manager from the relevant department, was assigned to ensure technical accuracy. Their feedback shaped scripts and examples to match real-life use cases.

5. Script Writing

   The course owner and creative team developed scripts that balanced clarity, engagement, and practicality. The SME reviewed and validated each script for correctness and relevance.

6. Translation

   AI-assisted translations were produced for multilingual learners, followed by SME validation to ensure cultural and linguistic accuracy.

7. Video Production

   With approved scripts in hand, the video production team brought content to life through microlearning videos, role plays, tutorials, and interactive clips - blending design with storytelling.

8. Final Review and Delivery

   SMEs conducted a final review of all materials before delivery, guaranteeing that every element met quality standards and learning goals.


This collaborative workflow ensured that every course followed the same journey - from concept to delivery - resulting in a consistent, high-quality learning experience.

IMPACT

The asendio collaboration resulted in a measurable transformation in the learning culture and performance of the Sunrise Technical Support Team:

with agents citing improved clarity, interactivity, and practical relevance in agent engagement with e-learning content in technical accuracy and problem resolution times course completion rates, reducing overall training time while maintaining content depth These outcomes positioned Sunrise's learning ecosystem as a model for modern, interactive training in the telecommunications industry - where technical precision meets exceptional customer experience.