+44 (0)207 097 1426 david@davidoswald.net

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The Problem

Arts Alliance Media are the market leading supplier of software for digital cinema projection systems. Their software is in use in over 40,000 screens worldwide.

At the time of my hiring, training in Arts Alliance Media software was delivered either by experienced software support technicians or pre-sales engineers. This led to a non-consistent delivery and also was far from scalable. Extra pressure was put on technical support to provide ad-hoc coaching and training rather than general support duties.

 

 

The Desired Outcome

Reduction in support tickets

Many support tickets were actually identified as training issues. Resolving these issues was consuming too much support resource.

Allow customers to self-serve training needs

Customers needed a quick, easily accessible and reliable source of information relating to efficient operation of Arts Alliance Media software.

Provide a resource to assist pre-sales in educating potential customers

Many customers were experiencing similar business issues and an on-demand source of official documentation and video content was needed to assist the sales team in their negotiations.

My Solution

After conducting a thorough analysis of the problem a two-pronged approach was designed. It was clear that an on-demand source of product training content was required, but in-person training was still really important. 

With budget in mind, a simple WordPress website with embedded Storyline interactive software simulations and a technical document repository was created. A full-blown LMS was not regarded as necessary but access needed to be restricted by means of user accounts and passwords. 

In-person training was redesigned and documented with lesson plans to allow for a consistent delivery format regardless of the presenter.

This solution led to the number support tickets being reduced by 31% and pre-sales reducing the duration of their funnel by nearly 25%.

Additionally, as an added benefit, the online training portal was used as part of the new hire onboarding program reducing the time to velocity significantly.

 

Arts Alliance Media Academy screenshot

The Problem

I was hired by one of the premier software companies that provide promotional marketing services through an API-based SaaS. Their software is used by a wide variety of companies and industries from food delivery startups, to car sharing, to general eCommerce.

At the time of my hiring, training was delivered either by experienced customer success managers or technical account managers. This “white-glove” approach was successful whilst the company was in the startup phase, but as the company grew it became far from efficient and not scalable. 

 

 

The Desired Outcome

Free up time for CSMs and TAMs to assist in deployments and ongoing customer care

CSMs and TAMs were spening an increasing amount of time delivering foundational knowledge to multiple clients on a 1-2-1 basis.

Allow customers to self-serve training needs

Customers needed a quick, easily accessible and reliable source of information relating to efficient deployment and operation of software.

Provide a resource to assist onboarding of new hires to the company

Existing product onboarding for new hires was limited to 1-2-1 sessions with an onboarding buddy and a document with steps to follow to learn about the product.

My Solution

After conducting a thorough analysis of the problem, as well as learning about the product and the audiences served it was clear that some form of self-serve training was required.

However, as the product was API-based and extremely flexible a single online learning portal would require learners to spend time reviewing courses to identify which courses would be relevant for their particular use case.

By interviewing CSMs and TAMs, as well as reviewing recorded onboarding calls, it seemed a foundation of courses could be designed in modular form that would cover the basics of deployment. This self-serve content would free up time for staff to assist with more specific questions in relation to use cases.

A learning delivery solution was identified that allowed for bespoke learning portals to be spun up, which could have customer branding. These portals would draw course content from a central repository to manage version control issues.

A separate learning portal could be spun up to provide access to training materials for new hires at the company as well.

This solution led to a reduction of 21% in time to go live with new clients. 

Additionally, the online training portal was used as part of the new hire onboarding program reduced the time to operational velocity significantly.

 

Arts Alliance Media Academy screenshot
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