Workramp Implementation

Workramp (LMS) Implementation

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1. Project Details

2. Purpose

4. LMS vs. Help Center

3. Success

5. Next Steps

What Success Looks like

Enable low and no-touch Customers (Pilots, Toast, SMB).

Help more customers with a flat CS headcount

Accelerate customer time-to-value: unlock ability to expand account & sell more product.

Reduction in volume of support tickets - current average stands at 1200 per month approximately.

Drive Change Management.

Return

Return

Examples of the Academy

A single source of learning pathways for new customers and new users. Use cases include:

• New Customer: A new customer is rolling out Hire, and saves time by sending all of their new Fountain recruiters to the LMS where they can onboard at their own pace and time.
• Existing Customer gets new product: An existing customer is purchasing a new product, they can quickly get up-to-speed by consuming a dedicated guide on how to set up and use their new product.
• Existing Customer expands team: An existing customer grows their team, and saves time by sending their new team members directly to the LMS to consume content to get them trained up at their own pace and time.
• New Low-touch Customer: A new Toast or low-touch customer is implementing and will get minimal time with our IMs and CSM team. They leverage a self-implementation guide that takes them through the configuration and training process without needing to be manually walked through each step.

SALESFORCE EXAMPLE

Return

The average customer spends 3 Days on training end-users. An on-demand solution can take this down to 1 day sending users to a single place to ramp up, reducing time to value during an 8 week (40 days) implementation by 2 days.

• Time-to-value: Improve TTV by 5%

Project Details

• End-user licenses: 2,000 annual Fountain users
• Launch goal: Mid-May
• Phase 1: New customers are the target
• Phase 2: Expand to existing customer base

Tickets labeled General Support Question (e.g. training related) make up 573/per month.

• Enablement Savings: Reduce “General Support Questions” by 6% (<$20k ARR)

Fountain Academy

Purpose

Fundamentally change how users, primarily new, learn about Fountain by establishing "Fountain Academy" as a necessity for onboarding.

Free up time previously spent on training and handling education related questions from customers (under $20k ARR).

• Enablement Savings: 1.3 CSMs a year ($199,584/annually)

IM effort spent on training and configuration tasked that could be accomplished by an educated customer: 5 Hours/customer.

• Enablement savings: $875/customer per implementation

Reference Knowledge Provide quick access to information at the point of need.

Help Center

Foundational KnowledgeProvide a strategic approach to training on product or concept.

Academy (LMS)

VS

Examples

Example

SALESFORCE EXAMPLE