Case Study

The Challenge

DLL, a global finance company, wanted to modernize how they trained customer service reps across the Nordics. Traditional training wasn’t engaging, wasn’t scalable, and didn’t reflect the reality of live customer interactions. They needed something more hands-on, practical, and accessible across locations.

 

The Solution

The Immersive Agency built a fully custom VR training app, designed for low-cost cardboard headsets and accessible from anywhere. In collaboration with Adaptas Training, we delivered a modular, scenario-based experience that dropped employees into realistic customer service challenges.

 

Key Features

Virtual Coach: A guided training avatar (modeled after a real employee) helped staff navigate each module.

Interactive Scenarios: Employees practiced real-world tasks like invoice processing and IT asset handling through gaze-based interaction.

Gamified Learning: Trophies and badges rewarded progress, boosting engagement.

Designed for Scale: Lightweight enough to run on basic hardware, flexible enough to train teams across multiple countries.

 

 

The Results

 

Higher engagement and stronger knowledge retention

Positive pilot feedback from teams in Sweden

Clear path for future expansion into new modules and hardware

 

What We Delivered

A custom-built VR app, fully tailored to DLL’s needs- built for scale, grounded in realism, and ready to evolve.