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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.
Scott Allen / Director of Training and Education / AIMS360

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. Workforce 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 before 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 products.

Solution

Scott instituted several 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. Also, 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 essential 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

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.

Additional resources

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