Customer Story
Achieving 96% Adoption: How a Software Provider Launched a Customer Training Program In Six Months With Bridge LMS
A quality management software provider adopted Bridge LMS and Advanced Authoring to deliver a training solution that drives customer enablement.
The organization supplies quality compliance and safety management software to a global customer base of enterprise users, often in highly regulated industries. These solutions enable quality alignment, visibility, and productivity among users.
Customer training is crucial for this organization to support its users with seamless adoption and ongoing success.
The Challenge
Launching a Customer Training Solution In Six Months
In 2018, the organization recognized that it needed an online customer training solution, and it needed it fast. They wanted that solution, Academy, within six months.
Building Academy from scratch involved repurposing complex user guides into eLearning courses and working with internal subject matter experts to understand customer needs. With no existing LMS, the newly assembled Academy team began the search for a platform to host its content.
It was crucial that the chosen learning platform was quick to implement, easy to use, and didn’t require extensive (and expensive) technical expertise. The learning platform also needed to be robust enough to support their internal employee learning and development efforts alongside customer training.
We had six months to launch a customer training solution, so we needed an LMS that was quick to get to market and easy for anyone to use. We didn't have an LMS admin when we first started. We liked that Bridge was easy to understand because we didn't have time to learn a whole LMS.- Academy Manager
The Solution
Enabling Customer Self-Service Support With Extensive Elearning Libraries
After evaluating a number of learning platforms, the Academy team selected Bridge due to its ease of use and the prospect of a quick implementation. With Bridge LMS, the organization now operates a self-service training portal, giving its users a centralized location to access its extensive library of eLearning resources. Using a subaccount, the learning platform also enables the organization’s HR team to manage employee learning and development.
Now a team of two, the Academy team continues to serve over 600 customers across the globe. Within Bridge LMS, training is organized and segmented, ensuring that customers are served specific content based on the software product they’ve purchased. Each product-specific catalog comprises two learning paths to support both system administrators and software end-users.
An Evolved and Evolving Approach to Content Creation
End-user training takes the form of video-based microlearning and offers quick, easy-to-reference guidance. These videos are designed to take the burden off system administrators by helping users quickly find information. The team also creates 30-minute courses targeted at department managers that detail software use cases. Most product-based microlearnings are published to the internal subaccount, helping to build knowledge among customer-facing employees.
The team is using SCORM packages to build its mandatory certifications. This content is designed for system administrators who require in-depth software knowledge. Certifications are organized into multi-step learning programs within the LMS. This training guides learners through a series of well-paced milestones, culminating in a multiple-choice assessment.
To ensure a baseline level of knowledge and understanding among customers, the Academy team requires administrators to complete mandatory training during the software onboarding process and before they can access customer support. This is a way to ensure that new system administrators gain the knowledge and understanding necessary to support their users and facilitate long-term success.
With a short window in which to launch and create the customer training solution, the Academy team initially lacked time to fully evaluate other content authoring solutions alongside their search for a learning management system. Consequently, they chose Adobe Captivate, based on a small amount of prior experience with the tool. However, they were unsatisfied with the experience: they found it to be slow and cumbersome, and they were only able to create two certification courses in six months. In 2020, the customer switched to Bridge Advanced Authoring to build and update its SCORM-based certification courses, finding the tool significantly faster and easier for rapid course creation and localization.
With a regular SCORM package, we'd have to export it and upload it into Bridge—it was a huge pain. But now I can make edits in Bridge Advanced Authoring, then push completion, and it automatically publishes to Bridge. That makes it much easier for us to keep our courses relevant and fresh.- Academy Manager
Added Value With Bridge: Analytics, Certifications, and Custom Development
Because Academy is a paid service, it’s crucial that the organization provides value to its customers. The Academy team uses customer feedback to review and improve its training, placing evaluation surveys at the end of each course. The team also utilizes Bridge Analytics to report on customer registrations, course enrollments, completions, and to ensure satisfaction. These results are fed into the organization’s reports.
The organization keeps customers engaged and incentivizes learning by publicly recognizing users who have recently completed certifications on the company LinkedIn page and sharing badges upon completion. Additionally, they host live training webinars, facilitated by product engineers. Each session is driven by the customer, helping to build engagement while sharing knowledge.
Customers love the courses. We have a good relationship with them, and we have a group of customers who volunteer to help us test our new courses.- Academy Manager
The Academy team was previously responsible for enrolling all users into Bridge LMS. This process was manual and time-consuming, requiring customers to send a list of new users via CSV, which had to be uploaded into the system manually. Working with Bridge, the organization set up a self-registration link to create a more hands-off administrative experience. Now, system admins have more control over enrolling users and determining who can access training.
We use Bridge almost exclusively for customer training, so we were constantly setting up new accounts and running CSVs—it was time-consuming and inconvenient for the customer. We reached out to the Bridge team, and we got the self-registration portal set up. Now it's a two-second job versus answering emails every ten minutes. It’s a game changer for us.- Academy Manager
The Results
Efficiently Creating Content That Customers Love
With Bridge LMS, the Academy team is saving time and delivering a positive customer experience that sets users up for long-term success. The majority of its customers invest in Academy, with a 96% adoption rate among eligible users.
Long-term customers are also finding value in training. Since its launch, Academy has achieved 6,000 certification completions among system administrators and 460,000 course completions.
Additionally, Bridge LMS has reduced administrative work for the two-person team, reclaiming around 60% of their workday as a result of the self-service portal. With an efficient and robust system in place, the organization is better-positioned to focus on its projects, and plans to update its SCORM content.
Before, it took me six months to build two certification courses. Bridge Advanced Authoring is much quicker, and I can do it in two days. We're aiming to add 40 new courses this year. At this point, I think we're going to exceed that goal.- Academy Manager
Bridge Advanced Authoring is proving to be an efficient and intuitive course authoring tool for creating high-quality SCORM content and publishing it directly to Bridge LMS. As a result, the organization is producing 14 times the amount of content in the same period.
The return on investment is there for us, for what it costs versus the time that we save. It's a no-brainer.- Academy Manager
600+
Customers
60%
Time saved per day
14x
More content produced
2 Person
L&D team size
