Learning Strategy for Software Products

Learning Strategy for Software Products

Enterprise software organizations

Spark + Co has worked with a range of enterprise software companies that need to provide a comprehensive suite of training offerings to customers and/or end users. Spark + Co works with organizations who need to manage the costs of customer training and support, who see the impact that user adoption can have on their brand messaging and those that are looking to increase value-added sales that training can bring.

The Challenges

Client ‘A’: sells enterprise software training to companies as well as individual users. Almost all training sold is public in-person workshops around North America. The sales are beginning to soften and there is a need to examine alternatives and options. There are online options, but sales for these are very low.

Client ‘B’: sells enterprise software and software training to companies, the training consists mainly of in-person workshops that are offered when the customer first buys the software and a personal side-by-side training for administrators. This is an expensive model to scale and the organization is finding it difficult to sustain the costs involved and want to increase customer self-sufficiency.

The Solutions

Client ‘A’: Spark + Co audited the entire suite of offerings and provided recommendations on how to tighten up the design approach to allow for greater re-purposing of content, rather than creating each thing from scratch. We developed a methodology and set of design guidelines that could be used to create useful training solutions that had greater sale-ability.

Client ‘B’: Spark + Co introduced the concept of performance support to the client. Much of the documentation is very feature-focused. Identifying task-based opportunities provided a framework to develop instructional materials that would reduce their reliance on customer service and/or help desk. We also developed a train-the-trainer package that enabled them to sell their software product to larger customers who needed assurance that their investment would create self-sufficiency and overall operational efficiency that drove the purchase in the first place.

 

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