End user training, scalability and eLearning

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Technology is always designed to try and perform a task faster, more economically or that previously couldn’t be done. Technology that solves a problem and works will always sell, whether it is a fidget spinner, a new iPhone or the latest release of Microsoft office. If it does what it says on the tin and achieves what it is designed to do, the technology will be a success, provided it can be distributed effectively and your customers can learn how to use it.

This article looks at what you can do when demand for your products or SaaS exceeds the physical supply or capacity for training that you have.

It acknowledges that even with the expansion of your existing training practices, it will not be possible to provide effective quality training. We'll explore a solution to the problem of success.

Since the birth of the human race technology has shaped the evolution of civilisations from the tools of the stone age, to the beginning of the industrial revolution, right through to today when technology is rapidly evolving into what some are saying will be the 4th industrial revolution - an era combining the physical, digital and biological worlds. We can already see this happening in areas like virtual reality and biometric security.

The evolution and challenges of new technology

30 years ago you may have bought a typewriter for your business. It may have contained some instructions which explained the mechanics, how to use it and what you needed to know to be proficient. You could then share the information with anyone else who needed to use the typewriter.

Today you might buy some management administration software for your business. It will come with instructions on how to install it. Within the software there may be some FAQ’s or how to guides. However, these cannot be reliably learned and shared across multiple users or locations with any reliability or guarantee that users will know how to use the program.

This issue of knowledge sharing across multiple users and locations extends outside of software.

It could be medical devices, complex farming equipment, factory machinery or any other product that requires specific knowledge and expertise to operate. Such software, devices, machinery and equipment may need to be used by people from different institutions, countries, and perhaps by people who speak different languages.

If this sounds like a familiar challenge, you already know that when you offer a product or a system or software as a service (SaaS), the people buying it need to know how to use it. In one form or another, you are already providing training and are aware of many training challenges.

The training and learning revolution

Training, traditionally delivered through classroom based techniques, has been revolutionised making it faster and cheaper, whilst improving its reliability and efficiency. The term eLearning was first used in a seminar in 1999 and has since become one of the fasting growing industries. Sometimes called ‘virtual learning’ or ‘online learning’, the principles are the same as traditional training practices, but with technological support making it ever more engaging and ever more affordable.

eLearning provides an instantaneous, reliable and globally accessible environment to provide training in any sector.

eLearning is being used in multiple ways. Students in classrooms use ‘virtual learning environments’; employees in large organisations complete training for inductions, health and safety and job specific materials throughout their employment; thousands of companies are eLearning providers creating and distributing content to paying learners; local authorities use it to help those with disabilities through to providing the public with access to training to improve their employability. There are upteen uses for eLearning and as the  technology evolves, so does its applications.

End user training and scalability

As an executive in the learning technology industry it is staggering to see the rapid changes in both the technology, its applications and the increasing diversity of those who need it. eLearning is no longer just for schools and large organisations. In fact, there is a new growing sector in the learning technology market - that is anyone providing end user training. This specifically applies to providers for whom the functionality of the product or service is compromised in situations where a person isn’t ‘competent’ to use it.

End user training  is the practice of increasing the quality and consistency of training to the users of your products or SaaS, reducing the costs and strain on human resources of providing ever increasing volumes of training.

Using technology, end user training can provide a training system that is as sophisticated and intuitive as the product that you are selling. Our case study is an example of successful end user training with significant benefits.

Working for a company that helps organisations transform from traditional or inefficient training methods to technologically enhanced training solutions that meets the demand of their growing user base, I have been able to highlight many of the key end user training issues that you will experience. You may have already experiencing all or some of these. As a learning technology partner we focus on developing the right solution for your business to meet the specific needs of your business sector.

The key issue within the products and software sector is scalability. Having an army of trainers and administrators is a cumbersome and ineffective way to connect to your users in an age where the products you are offering are likely to be cutting edge and technologically enhanced. Once you empower the people in your organisation with the right tools to deal with the ever increasing demand for training, it frees up the time and resources to focus on quality, much the same as you do with the services you offer now.

If you take the time to find or create the right training solution, it will truly enhance your business. It can give you the ability to fulfil a truly 360 degree user journey from purchase to training, through to feedback. It can seamlessly link with the ability to track and monitor progress in order to improve your training and the actual products and services you provide.

How your business can benefit from online end user training

An online user training strategy will support the increasing demand for your products or software – we will help you reach the true growth potential of your business. The flexibility of a learning management system will make sure your training practices are as cutting edge as your products. Offering an online training solution to your users will reduce costs through:

  • Reduced travel, venue hire, material reproduction and catering costs
  • Reduced certification costs from using automatically generated certificates
  • Reduced postage, labelling, packaging and dispatch costs
  • Less need for skilled trainers
  • Less time spent on administration, such as planning and tracking training
  • Consistent quality of end user training delivery
  • Access to real-time usage reports and user feedback
  • Online training resources that don’t go missing!
Training takes time. If you reach a stage where you don’t have enough trainers you will realise it takes even longer to train a trainer, especially to the standards of your existing team.

Online training solutions are significantly easier to manage and you can even provide a blended training solution to keep that personable approach for your customers. Using an LMS you can track users real world and digital learning experiences, and manage them easily in one easy to use space. You’ll be able to take the quality of your training team and enable it to reach many more people in a more convenient way.

In addition, in an online environment you get the benefits of replication. Users can access the materials as often as you like, take specific refreshers or update courses all without having to leave their home. They consistently have access to the most relevant and up to date information. You can build a community to give users the facility to discuss the products and share their learning experiences. It also gives you the ability to run surveys, to get feedback or capture valuable industry metrics to guide you going forward.

A customisable LMS offers you the ability to integrate your existing business functions and systems with your user training all in an area that can be designed specifically for that user, a group of users or even a particular client.

This allows you to provide a unique and engaging experience to all of your users, wherever they are. By opting for a customisable bespoke solution you’re learning management system will be built for your business, products and services, making it much more effective and engaging to your customers.

If this wasn’t enough, having a learning management system for your users also means you have one for your staff. This means all the benefits of eLearning can be passed on to your employees within the same costs thus giving you extra value for money. With In2itive’s consultative approach we support you every step of the way through our team of dedicated specialists. Because we take the time to understand your business and are as committed to your success as you are, using us as your learning technology partner is like hiring in your own internal learning management team.

For us, it is simple, you continue what you’re doing, whether that is building products or software or delivering a world class service, because that’s what you’re best at. You train your users how to use your products and SaaS because no-one knows how better than you. The difference is we’ll help you implement a system for end user training that supports the increasing demand and costs of providing training whilst improving the satisfaction of your customers - that’s what we are best at.


For a free consultation on the specific benefits that a learning management system could give your organisation, please fill in our enquiry form.