CUSTOMER EDUCATION & TRANSFORMATION - Product Training for a US-based Cloud-native Platform Company - Infopro Learning
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CUSTOMER EDUCATION & TRANSFORMATION Product Training for a US-based Cloud-native Platform Company www.infoprolearning.com
Our Client
Our Client is a cloud-native platform company based in California. They
provide data streaming platforms to help customers manage massive
amounts of data.
They have over 1,000 employees, providing specialized services such as
event streaming and streaming processing.
02 Customer Education & Transformation INFOPRO LEARNING
The Challenge
The Client had a customer training program that was designed to sensitize its customers how to effectively use its products.
Instructor-led training that was held over a three-day period, was proving to be ineffectual. The enrollment numbers were dropping, and this
was impacting their revenue.
They needed to modernize their existing Improve learning experience by digitizing Drive better learning retention by making
customer training program to better the current learning program and reducing the learning impactful, meaningful, and
meet learner needs. dependency on classroom training. relevant.
Ensure a better market hold with an
engaging learning program.
03 Customer Education & Transformation INFOPRO LEARNINGThe Solution
We utilized a holistic approach to design a solution that improved learner experiences and increased knowledge retention.
We integrated a blend of modalities to create an e-learning program to engage learners. The modular design enabled us to deliver personalized
and impactful learning experience.
Modalities Integrated Into the Program Include:
Animated videos Foundational Demos Virtual lab guides Assessments
eLearning courses
04 Customer Education & Transformation INFOPRO LEARNINGThe Solution
The learning journey was divided into three segment including the:-
01. Program Orientation 02. Product Overview 03. Product Deep-dive
Program Orientation
A Program Orientation video was created to provide a high-level overview of the deep dive
training program. Each video was designed to set the tone for the course and to give a brief
overview of what learners could expect to learn throughout the journey. The videos were also
created using a short and engaging format with rich visuals.
The introductory videos were able to:
Create context for Generate curiosity for Provide product
Learning new products details
05 Customer Education & Transformation INFOPRO LEARNINGThe Solution
Product Overview
The Product Overview section covered the basic features and functionality of the platform. Microlearning Modules or short learning videos with
animations, infographics and rich visuals helped learners gain relevant knowledge effectively.
The videos helped the learners by sharing:
High level overview of the concept Best Practices of Software adoption Common challenges or issues to
or procedure help new users gain proficiency
Types of Microlearning Videos included:
1. How-To” Demonstrations:- These modules were designed to help learners understand new procedures and steps in detail. help learners
understand new procedures and steps in detail.
2. Hands-On” Practice:- These modules included scenario-based practice exercises. They were designed to provide learners with an
opportunity to practice new skills in a risk-free environment.
3. Conceptual Knowledge Nuggets:- These modules were designed to cover the foundational topics and to introduce the basics of new
concepts. These modules included engaging content such as animations infographics and rich visuals.
06 Customer Education & Transformation INFOPRO LEARNINGThe Solution
Product Deep-Dive
The Product Deep-Dive section delved deeper into concepts and covered the various tasks and processes that can be executed on
the platform. It included the following sections: Foundational Knowledge, How-to Demonstration, Practice, and Assessment.
The Foundational Knowledge section covered basic concepts that the learner should know before they delved deeper into the
processes and tasks.
The How-to Demonstration section hosted the actual demos outlining the steps to carry out tasks within the platform.
The Practice section hosted a virtual lab guide outlining guidelines to help the learner execute the steps at their own time and
convenience.
The Assessment section included multiple-choice questions to check the learner's level of retention and understanding. Each
assessment included multiple choice questions with different levels of difficulty.
07 Customer Education & Transformation INFOPRO LEARNINGThe Solution
Product Deep-Dive
------------------------ Level 3 - Complex
The most difficult questions were designed and integrated into the assessment
to test whether participants could apply what they had learned. Participants who
scored with 80% or higher in these assessments, earned a certification.
-------------- Level 2 - Moderate
These questions included to determine whether learners remembered more
complex and detailed information.
-------- Level 1 - Simple
These questions were designed to test whether learners understood the core
concepts and ideas.
08 Customer Education & Transformation INFOPRO LEARNINGThe Outcomes
A quality customer training program provides meaningful learning experiences while improving customer satisfaction and increasing
business revenue. The enhanced customer training program we created produced excellent results that directly impacted the
organization’s business goals.
Improved Learning Experience: Increased Knowledge Retention Boosted Market Hold: The program helped
The blended program and Rates: Upon program completion, the client gain a competitive edge by
modern design engaged learners learners who participated in the increasing the number successful customer
and provided a more enjoyable program tested higher than trainings. Customer testimonials reflected
experience. participant in the former courses. an increased level of satisfaction with the
products.
09 Customer Education & TransformationAbout
Infopro Learning
Infopro Learning, a leading provider in corporate training and human capital transformation,
helps organizations create an exceptional employee and customer experience through
custom learning solutions. For more than 25 years, the company has designed and
implemented engaging learning experiences that attract, develop and retain talent across the
CONTACT US
entire employee lifecycle. With offices around the world, Infopro Learning’s technology
Mail us info@infoprolearning.com
platforms and governance models support organizations to improve business performance,
Visit us www.infoprolearning.com
at a reduced cost. Call us +1(609)606-9984
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