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Freight & Transportation Industry GCC Sees 80% Revenue Contribution from Consultative Capability
Industry Transportation & Travel
Category Workforce
Solution Suite Counselor
Business Issue
A global freight and transportation leader, known for consistently delivering exceptional customer experiences, recognized the need to develop a consultative, problem-solving mindset among its employees—particularly those serving internal stakeholders through its Global Capability Center (GCC). As the organization expanded its operational and strategic footprint, there was a clear mandate to equip managers with the ability to proactively identify business challenges and collaborate effectively with internal clients to drive performance and innovation.
As the GCC evolved into a value-generating partner to global functions, the expectations from its people also shifted—from executing transactions to providing insight, anticipating needs, and influencing decisions. This transition required not only domain and process expertise but also the ability to engage in structured, high-quality conversations that could uncover underlying business issues and co-create actionable solutions.
Solution
Following an in-depth needs analysis, Wilson Learning designed a targeted learning intervention focused on enhancing consultative and strategic thinking skills. The program aimed to help participants not only strengthen stakeholder relationships but also uncover and create new business opportunities through a value-adding approach.
The program was launched for two levels of managers and delivered over a three-month period. It included:
- Extended learning modules and reinforcement mechanisms
- Peer group discussions and role-play-based application activities
- Real-world business scenario simulations for skill practice and feedback
To ensure continued development, the learning journey was embedded into a two-year roadmap for ongoing capability building across the management layer. An Impact Evaluation Survey was conducted every three months to assess progress, measure behavioral shifts, and recalibrate the learning strategy as needed—ensuring the program stayed aligned with evolving business goals.
Outcomes
95% of participants indicated sufficient to significant change in behavior.
93% of participants agreed that they “are better prepared to address clients’ issues and questions”
91% of participants agreed that their “client discovery is more accurate and complete”
Behaviors that showed the greatest level of change:-
The participants were able to:
- Being well prepared prior to each meeting with the client
- Adopting a Problem-Solving Attitude to balance selling and addressing the client’s business needs
- Enhancing the relationship with the client for future opportunities after an agreement has been reached
- Knowing how to present products/solutions in a way that addresses the client’s Task and Personal motives
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