Customized Training Empowers ABB’s Global, Technical Workforce

Published: Feb 27, 2019
Modified: May 21, 2020

By AMA Staff

ABB is a pioneering technology leader in power grids, electrification products, industrial automation, and robotics and motion, serving customers globally in utilities, industry and transport, and infrastructure. Continuing a history of innovation spanning more than 130 years, ABB today is writing the future of industrial digitalization with two clear value propositions: bringing electricity from any power plant to any plug and automating industries from natural resources to finished products. As title partner in ABB Formula E, the fully electric international FIA motorsport class, ABB is pushing the boundaries of e-mobility to contribute to a sustainable future.

Because ABB’s products and services are designed to endure, they need top-of-the-line customer service to support them. In fact, being recognized as No. 1 in customer service is one of the key priorities for ABB, and AMA is helping ABB to keep its word.

The Challenge

The Power Grids Division of ABB decided to complement its engineering and technical excellence with customer service training for employees working directly with customers on a daily basis to solve their short, medium, and long-term problems.

ABB sees customer focus, a true service mindset, as a key competitive advantage and the path to the future. “We continuously do things that make our customers more efficient,” says Sudhakar Kuchibhotla, global head of capability, Power Grids Service. “Becoming number one in customer service is a logical extension of that. Our equipment typically has a long lifecycle, and we are committed to providing the kind of service our customers will need throughout the life of that equipment.”

To be No. 1 in customer service, ABB needs to offer customers not only the best technical knowledge, but also the soft skills required for a proper understanding of customer needs.

Kuchibhotla and Jesus Rivera, global business controller, Power Grids Service, decided to invest in equipping ABB’s technical workforce with training that will help ABB deliver a better customer experience. But finding the right education partner would be a challenge.

Scaling a Dream to a Global Footprint with Local Instruction

ABB operates in more than 100 countries with approximately 147,000 employees. In an industry that undergoes continual transformation, ABB needed not only strong content, but also speed in execution and implementation, a customized program to target ABB’s needs, the capability to deliver globally in the local language, and the aptitude to handle logistics and administration for each of the programs....

Click here to download the full case study and learn how ABB and AMA deployed a customized training program in 16 countries.