Enabling 800+ Employees for Success – Westland Insurance & Star Telecom

Company Brief

Westland Insurance Group Ltd. is one of Canada’s largest independent insurance brokerages, founded in 1980 and headquartered in Surrey, BC. With over 250 locations and 3,000+ employees nationwide, Westland offers a broad range of personal, commercial, and specialty insurance solutions—including home, auto, travel, business, and farm coverage.

Known for its client-first approach and strong insurer partnerships, Westland continues to expand through strategic acquisitions and a focus on personalized service and community engagement.

The Challenge

Westland Insurance faced several operational challenges in implementing a new platform across a distributed workforce.

Scalability: Training a large group of agents across a geographically distributed set of regional offices.

Consistency: Ensuring training content and delivery remained uniform across all sessions.

Technical Support: Providing real-time assistance to trainers and advisors during live training.

Training Environment: Creating stable technical conditions to ensure smooth virtual learning experiences.

The Solution

Star Telecom delivered a tailored, end-to-end training solution aligned with Westland’s operational needs:

Train-the-Trainer Enablement: A core group of Westland internal trainers received in-depth enablement to deliver agent and supervisor training independently, with a strong focus on platform functionality and instructional flow.

Agents/Advisors: Covered through Westland-led training sessions, supported in real time by Star Telecom experts for platform-specific questions and instructional guidance.

Supervisors/Managers (Direct Training): Received additional direct training where needed to address oversight and reporting functionality within Genesys Cloud.

Administrators: Trained directly by Star Telecom on advanced configuration, permissions, and backend platform management.

Customized Training Materials: Delivered a comprehensive package including a feature-focused onboarding video, quick reference sheets, and curriculum-aligned presentation decks.

Live Remote Support: Provided technical assistance during training sessions to ensure trainers had immediate access to expertise. Support included resolving issues, optimizing technical environments, and reinforcing training delivery quality.

Post-Go-Live Hyper Care: Westland established a dedicated hyper care chat channel following the go-live. Star Telecom trainers and solution consultants actively participated in this environment, providing immediate responses to functional questions and resolving technical issues related to Genesys Cloud during the critical early adoption period.

The collaboration delivered impactful, scalable results:

• Efficient Training Delivery: Over 800 employees trained on schedule across multiple roles.
• Enhanced Internal Capability: Westland trainers are now fully equipped to lead training independently.
• Role-Specific Preparedness: Agents, supervisors, and administrators received targeted training tailored to their functional responsibilities.