The foodservice industry has high employee turn-over, pair that with their growing customer-base, ArrowStream needed a way to scale customer onboarding and training to match the market.
ArrowStream took a hybrid approach to their onboarding and training leveraging their Knowledge Center as a gateway to live support – cutting their time spent training by 74%.
ArrowStream is a leading provider for foodservice supply chain management. The ArrowStream team is dedicated to providing the industry with the right resources to manage the supply chain, adhere to food safety and quality standards, and improve overall efficiency. Part of this dedication is demonstrated through their hands-on approach to customer on-boarding and training when they have new customers or users for their product. ArrowStream takes a blended approach to customer training and onboarding.
The foodservice industry has high employee turn-over, pair that with their growing customer-base, ArrowStream needed a way to scale customer onboarding and training. They couldn’t continue to provide live, in-person training for basic introduction to the platform features and functionality. They needed a way to:
“We were conducting trainings approximately 15 times per month with the sessions lasting up to 8 hours. This combined with the live new user trainings was inefficient, especially given the turnover within the foodservice industry.”
- Brittany Tamul, Director of Customer Success, ArrowStream
The ArrowStream team built out their online customer training and onboarding within Thought Industries leveraging the interactive features available. Their courses incorporate engaging content and learning paths to guide learners through a sequence of milestones to get them up and running on their solution. Once that initial on-demand training is complete, they can join for a live training on their particular use case with the ArrowStream support team. They experienced measurable results in the months following the launch of their site.
Combining online courses with ILT/vILT to offer engaging and personal training experiences has helped ArrowStream scale their training
Leveraging multi-media, hotspots, and other engaging tools ArrowStream is able to offer clients impactful ways to learn their product
With learning paths, ArrowStream guides their first-time users through milestone-based training entirely online
ArrowStream uses quizzes, tests, and surveys to better understand how their customers are retaining the information provided