In addition to Education Services offers going all virtual, what other actions are you taking?

Elise LostutterElise Lostutter Business Process Manager, Global Customer EducationFounding Member | Scholar ✭✭

As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at this time?

Best Answers

  • Alyssa OrtizAlyssa Ortiz Global Marketing Manager Founding Member | Scholar ✭✭
    Accepted Answer

    Like others, the big push to customers has shifted to online training options like our virtual classrooms and eCourses. We also created a resource section on our website that hosts free videos and recommended online courses categorized by top personas.


  • Tom MartinTom Martin Member | Enthusiast ✭

    We are researching the latest technologies in digital platforms to deliver virtual instructor-led classes to offer the "same or better" customer experience. I like the platform used for TSW. I believe it was On24. Has anyone done this research already, or recommend a modern platform for virtual training?

  • Bill HorBill Hor Global Delivery Manager Founding Member | Scholar ✭✭

    We are using Virtual Remote Guidance (VRG) to deliver break-fix hands on training in a virtual environment

  • Joe ThomasJoe Thomas Analytics Evangelist Founding Analyst | Scholar ✭✭

    We've created a whole "FinancialForce CARES" initiative, in which free "Remote Instructor Led" training is a primary component. We were fortunate in that we had an initiative to transition to more "remote" training started the middle of 2019, as our 2 primary "in person" training hubs (other than going on-site at customers) were either San Francisco (expensive for customers to travel to and stay in hotels) or Harrogate UK (pretty remote in Northern England)

  • Alexander ZieglerAlexander Ziegler Program Director, Business Development for Training & Skills Founding Member | Scholar ✭✭

    @Joe Thomas How are you finding the 'free' component? I like the idea but I always struggle to setup something that is free...

  • Steven ForthSteven Forth Managing Partner Founding Partner | Expert ✭✭✭

    @Tom Martin We are looking at NovoEd. I am taking a course right now by IDEO the design company on Designing Strategy with Roger Martin and Jennifer Riel and I am quite happy with the experience. I am getting a demo of the admin and authoring functions next week. I have also heard good things about Docebo but have not yet done any deep investigation. NovoEd has a good integration with Zoom, but of course not all organizations permit Zoom, so that might be a consideration. They may have other integrations as well. We are looking at integrating our skill and competency management platform with both of these. We have existing integrations with older LMS platforms like Saba and SAP Successfactors.

  • Elise LostutterElise Lostutter Business Process Manager, Global Customer Education Founding Member | Scholar ✭✭

    @Steven Forth Just out of curiosity, why so many learning management systems? Sounds like you have Saba and Successfactors now and looking to possibly add one more. Will that be a replacement for the existing two, or are you using different platforms for different audiences?

  • Steven ForthSteven Forth Managing Partner Founding Partner | Expert ✭✭✭

    Hi @Elise Lostutter We are deeply integrated into our customer and partner ecosystems so we need to support what they are using. I think many customer success programs will need/want to go down this path. You want your learning resources to be assignable and tracked on your customer's systems and you likely need you own system.

  • Tom MartinTom Martin Member | Enthusiast ✭

    Thank you @Steven Forth and @Elise Lostutter for the interaction. Our LMS is Cornerstone, and we do have security concerns about Zoom. We are currently using WebEx to deliver Instructor Led Virtual Training, but looking for something more robust. I like the On24 platform but that is a much more expensive and complicated option. I will check out the ones you recommended. Thanks, Tom

  • Alexander ZieglerAlexander Ziegler Program Director, Business Development for Training & Skills Founding Member | Scholar ✭✭

    @Tom Martin probably some interesting background for you: IBM is using WebEx worldwide, and even with other platforms having a more modern feeling from time to time the good news for us was that in COVID19 WebEx really did not let us down and is on a global level really stable and reliable. And I have experienced most other platforms being not really reliable during COVID19 when clients asked me to joing their tools. So, I'm wondering what is going on that you're looking for something more robust. Maybe you should approach WebEx to investigate what is not working well for you?

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