Accelerating Onboarding and Driving Engagement
The next pillar is centered around learner engagement. This starts by acquiring customers through educational assets such as whitepapers and webinars, but continues along a journey where you deepen the relationship with these customers and transform them into champions of your brand.
For the Linux Foundation, investment in their training and certification experience has resulted in a multi-million dollar revenue source. They moved from a mixture of home-grown and external systems to the Thought Industries platform, and were able to drive deeper engagement and adoption of their professional training for more than 200,000 users worldwide, administering more than 40,000 certifications across 19,000 companies.
The breadth of content that the Linux Foundation needed to support led to the business onboarding a number of different training tools, both homegrown and external, all intended for different use cases. The foundation has a catalog of more than 125 courses that cover topics from system administration to AI and blockchain. In addition, training content was deeply blended, covering in-person training, videos, labs, and written certification exams. Today, the company uses a single partner, Thought Industries, to author content and update the curriculum, manage sales and e-commerce functionality, and conduct tens of thousands of certifications, tailored where necessary to specific business needs.
Creating a more immersive, engaging product experience was good for their learners and for the business. “With our previous system, it always felt like we were living on the ragged edge of disaster. Thought Industries provides an integrated system with built-in authoring, e-commerce, and multi-tenant delivery capabilities that we needed to continue our growth. It’s a much more elegant solution than we had before,” said Clyde Seepersad, Senior Vice President for Training and Certification.
Supply chain management software company Arrowstream turned to a learning platform to try to speed up the time it took to teach new customers how to see value with its food service product. As a result, the company has seen a 74% reduction in the time spent onboarding and training. While some industry leaders worry about a drop in customer engagement levels when learning moves online rather than face to face, Arrowstream has maintained a 100% renewal rate since the launch of their learning platform, and has seen a 182% increase in customer log-ins, a powerful validation of their strategy.
Arrowstream was deeply focused on scaling onboarding and training, and took advantage of the interactive features available on the Thought Industries platform to create engaging learning paths for their learners. By guiding them through a sequence of milestones, they could support a greater number of users in getting up and running quickly, without the reliance on customer success or support teams. Once the on-demand training is completed, live training is available to discuss more nuanced use cases or get granular about specific business context, a much smarter use of employee’s time.