Case Study - Mable

Case study

Mable

Name

Mable

Industry

Technology, Disability & Aged Care

Products and services

Aged care and disability support

Number of employees

400

Website

The challenge

Mable, an online platform connecting people for disability and aged care support, aimed to upskill its sales team as part of a new Sales Capability Framework. The goal was to enhance professional development, boost performance, and improve customer experience by equipping the team to guide customers through a complex, regulated industry. This would help the sales team provide tailored, informed solutions to help customers confidently choose services that best meet their needs.

To facilitate this, Mable implemented a holistic training approach, combining internal sessions, practical on-the-job learning, and self-directed e-learning. However, recognising the need for external expertise, Mable sought focused training in key areas like customer service, sales techniques, influence, and negotiation.

Having seen positive results from previous leadership training with CCE, Mable chose to partner with CCE again. CCE’s ability to customise content, combined with their experienced facilitators and strong coordination, made them the preferred choice.

Our solution

CCE delivered a tailored training program facilitated by Jack Rankin and Eleanor Shakiba, covering four courses:

These sessions addressed the specific challenges of selling in the aged care and disability sectors. The content combined standard outlines with customised elements to ensure relevance to the team's roles. The Customer Service Excellence and Effective Sales Techniques courses were particularly customised to align with Mable’s regulatory and customer-focused environment.

All courses were delivered online via Zoom, with small, interactive groups of 6-8 participants. Most sessions were full-day workshops, while Negotiation Skills was a half-day to accommodate the team’s needs.

The flexible scheduling and strong relationship CCE built with Mable allowed for regular feedback and adjustments, ensuring the program remained relevant throughout.

The outcome

The training was highly productive for Mable’s sales team, equipping them with practical skills that were immediately applied to their work. Participants found the sessions engaging, with a good mix of theory, practical exercises, and case studies. The program fostered a unified approach, with the team adopting new techniques to manage customer interactions and refine their sales strategy.

Early feedback was overwhelmingly positive. Team members reported improved confidence in handling calls, better objection management, and an enhanced ability to balance customer care with time efficiency. Key outcomes included:

  • using targeted questions to identify customer knowledge gaps and provide clearer information
  • shaping sales conversations around customer pain points for more meaningful interactions
  • applying skills learned from the training to refine scripts and improve call management.

The training also encouraged peer coaching and knowledge-sharing, creating a shared language within the team. Employee engagement increased, with staff appreciating Mable’s investment in their development, and morale improved as the team felt more motivated to tackle new challenges.

Mable expects long-term benefits from the training, including higher retention, improved customer satisfaction, and a more empowered salesforce ready to navigate the complexities of the aged care and disability sectors.

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