Leading Software Company Leverages Impact Through On-Demand Training Solutions

One of the most trusted and popular names in virtualization software and business mobility services, the client counts some of the top names in the Fortune 1000 list in its clientele. With over 20,000 employees and a global presence, it is considered a global leader in cloud infrastructure and digital workspace technology.

In December 2014, the client faced significant challenges in driving swift adoption and sustained use of its enterprise-wide, mission-critical products, with over 50% of revenue coming from the Asia–Pacific (APAC) region. The education unit was tasked with training sales professionals, technical administrators, engineers, and technical support representatives to enhance their skills and leverage the client’s technology effectively.

Historically, training was delivered through Instructor-Led Training (ILT) sessions and certification programs. While ILT was the primary revenue source for the education unit, several challenges emerged:

• Resource Limitations: Provisioning qualified instructors became increasingly difficult, leading to scheduling conflicts.
• Rising Costs: Expenses for setting up labs and conducting in-person sessions escalated, limiting scalability. 
• Synchronization Issues: Aligning product launches with classroom learning schedules proved complex.

Recognizing the need for a more flexible solution, the client decided to develop an On-Demand Training Program for all major product lines. To facilitate this initiative, the client sought a learning services expert capable of designing a robust online program that could effectively convey complex concepts like virtualization and cloud computing. 

ELB Learning collaborated with the client to design on-demand courses for its high-demand products. The existing Instructor-Led Training (ILT) content was streamlined into smaller, bite-sized modules, making it easier for learners to consume information and complete assessments effectively. 

The lab content was transformed into single-user virtual labs, providing hands-on practice supported by 'Guide Me' demonstration videos. These videos replaced traditional trainers by offering tips and guidance for various tasks. To enhance engagement and facilitate understanding, graphics and animations were incorporated to simplify complex technical content. This approach not only improved user engagement but also accelerated the overall learning experience, resulting in a more effective training solution.

ELB Learning initiated a proactive approach, grounded in best practices that significantly reduced the development cycle for the on-demand training program from 24 weeks in 2014 to just 8-10 weeks by 2017. Additionally, new initiatives were implemented to enhance productivity, lower localization costs, and increase revenues. Key benefits included:

• Increased Enrollment: Over 400 hours of effective course content led to a 45-50% year-on-year growth in enrollments. 
• Improved Content Reusability: The reusability of ILT content in the on-demand program was enhanced through rigorous SME reviews, ensuring technical accuracy. 
• Faster Conversion: The same template was used for both ILT and on-demand content, enabling quicker transitions. 
• Reduced Support Cases: Effective assessments were scripted during the design phase, along with internal checkpoints for technical accuracy, leading to fewer support cases. 
• Cost and Time Efficiency: The development timeline was curtailed, production costs were lowered, and 40% of the content was transformed into interactive materials. 
• Streamlined Processes: A structured process for handling support cases improved turnaround times for quick fixes, bug prioritization, and course enhancements.

These outcomes collectively transformed the training landscape for the client, resulting in a more efficient and effective learning experience.

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