We’re talking to Wolters Kluwer’s ELM Solutions employees who work directly with customers during each phase of the Customer Value Lifecycle. In this post on the Use phase, Kevin Gaudet, Managing Director of Professional Training Services, talks about the value of education to clients in all stages of their ELM engagements.
Can you tell us a little about the Training organization and your role in it?
I came to the company nine years ago to develop an education services program for our Matter and Spend Management solutions. At the time, we only had one training specialist for each solution. Since then we’ve been lucky enough to grow to our current lineup of 10 instructional designers and trainers who support Passport® and TyMetrix® 360°. That’s a team of people who are dedicated solely to education for our users.
In my role, I focus on how best to educate our staff, partners, and clients on how to implement, use, manage, and grow our systems. We train based on the educational requirements, how and when the training is needed, not according to a boilerplate schedule and plan. I invest a great deal of time, as does our entire education services team, working with clients to understand their needs, objectives and preferences, ensuring we deliver the right training program for them.
Where does a Passport or TyMetrix 360° training program start?
We begin during the client’s implementation, and training during that phase is some of the most important that we deliver. We get started early so that customers have the baseline knowledge they need to be successful when they start to design and configure the solution for their teams. They need to understand the details of how their solution works out of the box and what their configuration options are to support their business and achieve their intended use objectives. We find this approach leads to a more efficient and effective implementation because they are familiar with the solution’s nuances, from the start of the project, as they work with our implementation professionals to tailor it to their needs.
But training is not a one-time event for us. We think of training as something that should remain in place throughout the relationship with our clients - at the start of an implementation, throughout, and after they are in production where adoption becomes key.
Why is it important for training to continue beyond implementation and deployment?
We find that reinforcement and refreshment training is important to user adoption. And, of course, there is a great deal of value in further training when the customer adds modules and applications to their solution. The more comfortable users are with a solution, the more likely they are to make it a part of their day-to-day practices. So, we work with our clients to determine the proper level of ongoing training to keep reinforcing how the system works and how it can support their day-to-day work and process. That could mean ongoing on-site sessions each year, ongoing virtual training, or access to e-learning and online resources.
We have received really good feedback regarding our approach to training as part of the full lifecycle of implementation, deployment, and on an ongoing basis after the system moves to production. We believe this is because the value of a well-designed education program is easy for customers to see when their system is up and running, and users are leveraging it as intended.
What is the greatest benefit of an ongoing training program to customers?
Our solutions are intuitive, and most people would be able to find their way through the applications to accomplish their tasks. But we accelerate learning with a process-based training approach in addition to system use instruction. We help our clients get there faster and more efficiently. Training helps clients realize the return on their investment in a much more efficient way.
We build an understanding of the real value of the solution they have invested in. Beyond what the system is and how to use it, we convey what that solution is ultimately doing for our clients. Training helps facilitate system functions, but it also helps with incorporating new procedures, support of change management, and, ultimately, the success of the legal organization in terms of their contribution to the company.