Challenge
Qualia’s Title, Escrow & Closing Software is the fastest growing settlement software platform
in the country. However, the real estate closing process is complicated and prior to partnering with Skilljar, Qualia had no formal training program to effectively bring customers up-to-speed as fast they desired.
When it came to onboarding new customers, customer success team members connected one-on-one with clients, a time-consuming and inconsistent method for customer education. Qualia struggled without a stable, consistent training structure and did not have any metrics to understand how customers were absorbing the training and product-related information.
Qualia needed to create a simple, yet effective, online training program to relieve the customer success team from carrying the full customer education experience on their own.
Goals
- Automate the onboarding process and scale resources
- Reduce churn, accelerate onboarding and ensure a consistent training experience
- Free up customer success resources to focus more on acute customer issues
- Increase customer satisfaction and retention rates
- Automate the process for training existing customers on new Qualia tools and capabilities
Solution
Understanding that Qualia’s users are often switching from outdated software that forced inefficient habits, Skilljar worked with Qualia to launch a SSO-protected platform with built-in Salesforce integration and the capability to track account level performance to ensure new users could fully take advantage of the breadth of Qualia features. The platform is tailored to offer different training modules to different job roles, ensuring employees receive the most relevant subjects.
Results
In the past, account managers were spending nearly half of their time conducting training. Within the first week of launching its beta platform, Qualia increased the productivity level of its customer success team by an estimated 30 percent, enabling these managers to focus more deeply on their accounts for the maximum value-add.
And within just one month of launch, Qualia achieved:
- Nearly 1,000 course registrations
- 350 active students with 600+ hours of session time