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The client is an Illinois based organization dedicated to providing the information, knowledge and skills to the automotive repair industry in collaboration with manufacturers, insurance providers, and equipment manufacturers.
The client required a modern platform to deliver their modernized recognition program designed to expand the knowledge and skill levels in the industry delivered through a subscription model. The new application replaces a homegrown solution that had reached its limits from the standpoint of usability, support for emerging standards, and extensibility.
The Challenge
Transitioning to the new recognition program was complex. Existing customers needed a staircase model for a 3-year adoption cycle even while new customers follow the new program from day one.
Scheduling and managing instructor led training was being done through a distributed, volunteer-based team. Projected volume increases and major curriculum changes warranted centralized scheduling and management. This called for data to replace tribal knowledge for planning and mid-course corrections.
Outdated business processes and practices relied heavily on faxes, paper-based testing, etc. Digital transformation and self-service features were the need of the hour.
Our Solution
Sales Cloud and Service Cloud serve as the foundation of the solution for customer management, training records management, recognition programs. The shopping cart and customer portal are implemented through B2B Commerce. A native Salesforce application, Skedulo, serves as the scheduling platform and instructor portal.
Docebo, a learning management system, delivers online courses and provides a modern and easy-to-use interface for students and training managers. It is tightly integrated with B2B Commerce to support business processes involving sales, customer care, product management, and students.
Other key integrations include Stripe for payment processing and Auth0 for identity management.
Highlights
The solution is used by over hundred staff members, several hundred instructors, and over seventy-five thousand customers.
Multiple versions of two recognition programs, one for individuals and the other for organizations, are supported concurrently. These recognition programs are based on about two hundred courses. This includes hundreds of instructor led training sessions conducted across the country.
Shopping cart supports sophisticated business-to-business purchases that cover proactive public events and on demand private events held in customer premises.
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