Challenge
Prior to adopting a customer-facing learning platform, Paycor was primarily delivering training live, onsite with an instructor at Paycor headquarters. They also traveled to customers but this involved extra spend in travel dollars. Since the majority of Paycor’s training was delivered onsite, many customers were not able to attend, leaving their Implementation teams to fill the void, spending hours on the phone with customers.
In addition to capacity challenges, registration and attendance tracking was disparate and manual. Their customer-facing associates had no visibility into their customer’s training activity and there was no single place to send customers to register for training. From both a spend and capacity standpoint, this model of learning was not scalable or sustainable, not only for the growing company but in a rapidly changing world.
Their goals for improving their customer education practices were to:
- Instill confidence in customers as they onboarded with Paycor
- Help customers stay on track with their timelines and maximize time to value for product adoption
- Increase customer retention
- Improve training offerings by creating new, engaging, virtual and self-paced content to reach more learners
- Increase the number of learners and course completions
With their high-growth goals, and the desire to create a more sustainable and scalable training model, they needed a learning platform to host their content.
Solution
Paycor needed a customer-focused LMS which would allow their training team to transform traditional classroom training to a virtual model. As was the case for many companies, the pandemic wiped out their ability to travel and serve customers directly.They moved to a virtual-first training model with the launch of Paycor Training Hub in early 2020. They have since expanded the platform to also include eLearnings, recorded webinars, and video tutorials, in addition to live and on-demand VILT training — all hosted through Skilljar. Paycor’s Training Hub houses over 100 self-paced courses centered around 12 different product offerings.Prior to Skilljar, Paycor used Excel worksheets to keep and maintain all of their training records manually. Importing historical training records into Skilljar was a very simple process. This was important to Paycor, not only for benchmarking their effectiveness as a training team, but to provide front-end teams with the records they needed to drive training adoption with customers.
According to Jessica Manning, Director of Learning & Development, the reasons for Paycor choosing Skilljar included:
- Having a one-stop shop where customers could self-serve content, see everything we had to offer, and be able to register, all in one place
- Creating a way for customers to navigate seamlessly through training content without jumping through hoops or having to ask a lot of questions
- Being able to integrate with our tech stack, including Salesforce and Influitive
- Reporting and analytics specifically focused on user engagement
- A pricing model that ensured we weren’t paying for users that weren’t actually using or engaging with content (This is really useful, especially when you’re starting a program.
- A singular focus on customer training
Empowering internal teams
With Skilljar, Paycor was able to integrate their Training Hub with their CRM tool (Salesforce) and Paycor’s own business intelligence reporting to drive awareness and training completion rates among their customer-facing teams. Being able to view their training analytics (course enrollment, engagement, etc.) has allowed Paycor to enhance their program by creating efficiencies based on trends they’ve noticed.
The Skilljar/Salesforce integration allows their Implementation, Sales, Service, and Support teams to not only have visibility into client needs, but also know where they are self-serving training content. They can readily see a report on the customer’s entire education journey, which will impact how they interact with each customer.
Trained customers are your best customers
Like many Skilljar customers, the education team at Paycor knows that trained customers are their best customers. They implemented Skilljar to help drive training adoption and visibility throughout the customer journey.
Skilljar’s reporting and integration capabilities have made it easy for Paycor to keep a pulse on their team’s KPIs and impact.
Results
Since implementing Skilljar, Paycor has been able to eliminate manual processes to create a more scalable model of training. Paycor was able to significantly scale their training opportunities to realize exponential growth in active students, course enrollments, and certificates granted since the launch of their learning platform in April of 2020.
The education team at Paycor believes that when clients connect with content it helps them realize the value of their solutions, which helps to increase retention. The use of learning paths, blended learning, and certification experiences – all made possible by Skilljar – help them reach different types of learners.
With Skilljar, customers can now self-serve, register for classes, and see a course schedule months in advance. Or, they can enroll in eLearning at their discretion, which helps to increase learner volume, give learners options, and keep training fluid.