CCCIS increases speed-to-competency among insurance carriers via targeted, online product training

Posted by admin on Dec 1, 2017 7:17:00 AM

Overview

Situation:
CCCIS needed a scalable, multi-purpose training solution for several aspects of their fast-growing business.

Solution:
After a lengthy evaluation process, CCCIS selected Mindflash because of its simple-but-powerful design and its ability to scale with minimal IT resources required.

Results:
  • CCCIS manages and tracks 700 courses seamlessly using Mindflash.
  • CCCIS trainees have increased their speed to competency with targeted product training.
  • 40,000 course completions since launch.
ldquo The primary differentiator with Mindflash was the ease with which our content creators, instructional designers, SME’s, and technical writers could access the system and quickly push all of their content live. rdquo

Dannette Ford
Director of Learning Services
CCC Information Services



Situation

CCCIS is the nation’s leading provider of advanced software, workflow tools and enabling technologies to property/casualty insurance carriers and automotive collision repairers. The company is recognized as an innovative leader in the insurance telematics space, applying the power of telematics to the entire insurance process from initial marketing to policy underwriting and claims. Its client base includes more than 350 insurance companies. CCCIS also delivers the most comprehensive, best-in-class industry insights by leveraging data captured from the millions of transactions processed through its network, as well as the forward-looking, trusted advisory services delivered by its people.

However, the company’s Learning Services Director Dannette Ford identified one area for improvement. “Online training at CCCIS was harder than it needed to be,” she says. Learning Services Design Managers could put content into their intranet and get a few reports with engagement data, but the training process was completely manual and resource-intensive.

Solution

CCCIS needed a scalable, multi-purpose solution for several aspects of their business. They wanted something simpler, cloud-based and fast to implement, something that wouldn’t require much if any IT involvement and support. After a lengthy evaluation process, the choices were narrowed down to three candidates. CCCIS selected Mindflash because of its simple-but-powerful design for creating and distributing content with little or no IT impact. Mindflash could also be easily scaled for CCCIS’s future needs, including creating content for customers.

“The primary differentiator with Mindflash was the ease with which our content creators, instructional designers, SME’s, and technical writers could access the system and quickly push all of their content live,” says Ford.

CCCIS is constantly building and innovating new software products for insurance carriers. To meet that need, they began using Mindflash to launch and grow product certification programs. CCCIS heavily leverages Mindflash’s innovative assessment and tracking features to manage their certification programs.

“CCCIS is now uniquely positioned to deliver on-demand learning to key stakeholders. We’ve partnered with Mindflash to build a truly dynamic learning experience that can easily scale to support our continued growth,” says Ford.

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Topics: customer service, customer training, Product training, SaaS, certificate program, CCCIS, financial services

Yammer rapidly onboards customers and manages large scale product training around the world with Mindflash

Posted by admin on Dec 1, 2017 12:25:41 AM
ldquo In Mindflash, we were able to sign up and spin out a course within moments, it’s so easy to use, and easy to manage. Perfect for our customers. rdquo
Natalie Baryla
Training Program Manager
Yammer, Inc.

About the Organization

Yammer is the leading provider of enterprise social networks. The company builds software that makes it easy for organizations to stay connected and share knowledge, and empowers employees to collaborate across departments, geographies, and business applications. Companies and organizations from across the globe, including more than 85 percent of the Fortune 500, use Yammer to improve employee productivity and engagement.

Situation

Yammer is a rapidly growing subsidiary of Microsoft, with offices across the United States, in London, and in Melbourne. After the massive growth that took place from being acquired by Microsoft, Yammer had a dilemma: how do we train our continuously expanding customer base? Natalie Baryla – training manager with Yammer’s YES team (Yammer Education Services) needed to be able to rapidly deploy training to a large group of customers across several global offices and time zones. With a distributed group of trainees each using Yammer in a different organizational capacity, Natalie needed a tool that would allow her to standardize training across their customer base for everything from certification programs to initial Yammer rollouts to prework for live classes.

Solution

To solve this, Natalie had a list of features for the ideal LMS:

  • Ease of use
  • Cloud based
  • Quick setup and registration
  • Easy maintenance
  • Blended learning support
  • Social learning support
  • Yammer integration

Natalie rolled out training in Mindflash to over 1,000 of Yammer’s global customers. She was able to not only create 4 global certification programs and roll them out to their customer base, she was able to transform Yammer’s existing content into interactive training.

Results

In six months on Mindflash, 200 certifications were issued with participants. Customers across the globe have been trained on best practices for Yammer rollouts, prework for live classes, and platform administration.

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Topics: customer service, customer training, Product training, SaaS, yammer, Course Development, Content Creation

AIMS 360 successfully onboards customers on their software solutions with Mindflash

Posted by admin on Jul 19, 2017 8:38:05 AM
ldquo You can’t properly train people over and over on the same skill. You get burned out. That doesn’t happen with Mindflash. Everyone who takes the course learns what they need to know. It’s easy to update, use, and share with customers. It’s a painless solution for training – I love it. rdquo
Scott Allen
Director of Training and Education
AIMS 360

About the Organization:

AIMS 360 (AIMS) designs and develops a one-stop apparel software solution and cutting-edge iPad apps for manufacturers, wholesalers, and importers. From inventory management, order processing, and production, through sales, accounting, , and distribution, the Apparel Information Management System helps organizations to easily streamline, automate, and accelerate all facets of their mission-critical operations. AIMS was founded in 1984 and is headquartered in the heart of the Fashion District within downtown Los Angeles. More than 5,000 companies have relied on AIMS to increase productivity, reduce overhead costs, improve customer satisfaction, and maximize profitability.

Situation

AIMS trains every new customer on how to use their software, as well as onboarding new employees at existing client companies. As AIMS continued to add new clients and accounts, they found themselves repeating individual training classes over and over, creating productivity and time management issues internally. Manpower hours were being wasted and there were many scheduling headaches which in turn, lead to employee burnout.

Training and Education Manager Scott Allen was an AIMS client prior to his role in-house at the company, and so uniquely understands both the product and client needs. When Scott took over the training program at AIMS 360, he looked for a more efficient way to train AIMS customers on their software product.

Solution

Scott instituted a number of new training initiatives at AIMS that have made life better for both employees and current users. Instead of doing one-off training sessions, he hosts in-person courses for local clients, and also streams them live to remote customers. In addition, he set up courses on Mindflash that clients can take on their own time, as they need software training. These courses include videos, quizzes and points about how to best use the AIMS software. Says Scott, “The biggest benefit to me is that it’s extremely clear what the training points are getting across. We have a training desk with knowledge support articles, but not everyone will interpret those the same way. You can’t mistake what you’re supposed to do with a video.” Beyond the standardization of training, using Mindflash has allowed AIMS to train customers across the country as well as overseas in countries including Australia, Italy, and Spain. Before Mindflash, Scott says training non-local customers was “almost impossible” due to the time difference.

AIMS offers basic training for free as part of their ERP software package, and charges for additional training for those clients in need of more advanced information.

Results

Since implementing their online training via Mindflash, Scott has seen exciting results:

  • Reduced help desk support tickets significantly, allowing customer relationship team to focus on helping clients maximize the use of the AIMS software and not just troubleshooting day to day issues;
  • Allowed customers to move at their own pace without waiting for the support team to answer questions;
  • Generated new revenue by selling training courses to customers.
  • AIMS 360 clients are extremely pleased with the new training options, and have completed over 100 courses on the Mindflash platform. Time is used more efficiently, training is standardized, and customers get the help they need quickly and when they need it most.
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Topics: customer service, customer training, Product training, ROI, SaaS, AIMS 360

GoEngineer empowers their sales and support teams with Mindflash

Posted by admin on Jul 19, 2017 8:26:18 AM
ldquo I needed a solution that would let me easily integrate my existing training materials as well as effectively test knowledge retention. PowerPoint support and quizzes make Mindflash the right tool for the job. rdquo
Tyler Haggin
Inside Sales Manager
GoEngineer

About the Organization

GoEngineer is a top reseller of engineering software in North America, providing end-to-end solutions that help businesses take products from conception to production. The company uses a support team of product experts who have over 100 combined product certifications as well as additional industry expertise in compliance, quality, project and configuration management processes. GoEngineer helps companies make effective investments for meeting product design and engineering goals.

Situation

GoEngineer has been in the enterprise solution business for 25 years, with steady growth that has led to a distributed workforce spread throughout 10 states. Further, due to the sheer breadth and depth of information that the sales and support staff must retain, it is necessary for the company to provide prolonged, repetitive training. New sales and support team members are given several refresher courses in order to maximize retention. Currently, the training efforts are being led single-handedly by Inside Sales Manager ,Tyler Haggin.

Tyler doesn’t have the bandwidth to travel to each office in person, so he needed a cloud-based solution that would make remote training easy. He was also looking for something that could provide measurable feedback from trainees as well as allow him to more effectively deploy the refresher courses. “Cramming simply doesn’t work for the amount of information retention we require of our employees,” Tyler says. “We needed a tool that would offer continuous development.”

Solution

Tyler uses Mindflash as a complement one week of live training given to new hires. He breaks down the key concepts from the live training into a series of refresher courses, which are delivered as PowerPoint presentations over the following weeks. Team members must complete a quiz that uses a variety of Q&A formats to effectively test retention.

Tyler chose Mindflash because it:

  • Integrates seamlessly with Yammer, which hosts GoEngineer’s intranet
  • Ensures an effective feedback loop by offering quizzes that test retention and provide measurable results
  • Offers a variety of answer options for quizzes, including drag-and-drop sequencing and multiple choice
  • Lets employees continue learning even at times he isn’t available

Results

Since starting with Mindflash, Tyler has created a total of 14 courses which have more than 176 completions by 34 trainees. The service has helped him streamline his training process and work much more efficiently, which saves him 10 hours per month. As a result, GoEngineer has been able to double the size of its sales and support staff. Mindflash has had a direct influence on the growth of the company.

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Topics: customer service, Online Testing, reseller training, sales, GoEngineer and Mindflash, professional services

Bristlecone Holdings conducts retailer training anywhere, anytime with Mindflash.

Posted by admin on Jul 19, 2017 5:13:25 AM

Overview

Situation:
Bristlecone Holdings needed to train thousands of retailers on their automotive software solutions, serving tens of thousands of customers, faster and with better comprehension.

Solution:
Mindflash delivers six courses that their automotive product and service retailers can take anytime, day or night.

Results:
Mindflash quickly became the system of record for one Bristlecone brand and is now rolling out to support the other five.

ldquo Our retailers love it. They can do Mindflash online training anywhere, anytime, so it doesn’t interfere with their day-to-day business. rdquo

Kristin Stith
VP of Customer Acquisition and Experience
Bristlecone Holdings



Situation

Bristlecone Holdings is a high-growth network of consumer and business-to-business finance platforms and technologies that is disrupting the US lending industry. Bristlecone provides a consumer finance technology platform for retailers through five different brands addressing five target markets: pets, bridal, furniture, hearing aids, and auto products and repair. The company offers financing of up to $5,000 through its cloud-based application available to consumers via laptops, tablets, and smartphones, as well as kiosks at select retailers.

With 3,000 participating retailers serving more than 55,000 customers, training retailers on how to get customers up on the platform was a huge challenge for a small but fast-growing company like Bristlecone. The retailer onboarding process was initially poor, and as a result customers did not receive a clear understanding of how the financing services worked. One problem was that retailers were unavailable for training sessions during business hours.

Retailer training was needed, and the company contemplated adding headcount for a dedicated trainer. At the same time VP of Marketing Kristin Stith’s role was expanded to VP of Customer Acquisition and Experience.

Solution

Initially Stith knew nothing about learning management solutions, but she learned fast. Her main concern was the ability to easily create and administer online training without help from her CTO. When she discovered Mindflash, she knew she had found the answer.

“Videos and PowerPoints are super easy to upload into Mindflash. Anyone can do it,” says Stith. “And editing in Mindflash is a snap. We make changes all the time. I love how I can drag and drop phases within a course or drop quizzes in at any point in the course.”

Initially, Mindflash was rolled out to automotive product and service retailers under the OneRoad Lending brand. Stith created a series of six courses and trained a team of three sales reps to administer the online training. New automotive retailers are now required to complete Mindflash training before they start doing business through OneRoad Lending.

Consumer finance is a highly regulated industry, and compliance is a top priority. Mindflash provides a paper trail on all courses and trainees, so Bristlecone is always prepared to demonstrate compliance. “Our Chief Legal Officer loves Mindflash!” says Stith. “For compliance it’s a dream come true.”

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Topics: customer service, customer training, retail, SaaS, Bristlecone Holdings, financial services

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