How a Market-leading Software Security Solution Company increased their NPS Score by 30+ points with dominKnow | ONE?

Challenges

The customer faced a challenge with successfully educating their external clients using their software tool. Some end users require formal structured self-study learning programs with completion tracking, some only need informal access to structured self-study learning programs. All end users require just-in-time access to information and answers when they are working in the software tool, in the flow of their work.

The Customer needed to serve all of these needs more efficiently and reduce its overall production time while simultaneously ensure that content is consistent and up to date no matter where the end users access it.

“With more than 6,000 learners per month, we had to find a way to ensure all users had the most up-to-date information – immediately. dominKnow | ONE helped us achieve our goals, and then some. Now, we’re able to reach our learners in the flow of work and maintain constant updates with one-click.”

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Solution

The customer’s solution included using the full dominKnow | ONE learning content management system:

• The dominKnow | ONE authoring component for centralized, single-source content creation and management
• Convey for dynamic publishing of content.

The dominKnow | ONE authoring component allows the Customer team to create task-based software lessons using our award-winning Capture feature. Capture lets you record the steps in a software process in one pass-through then deploy that single lesson to learners as:

• An animated Show Me for a video-like experience
• An interactive Try Me for guided practice
• A step-by-step Guide Me for use as a job aid or training guide
• Or even as assessment questions

The Customer team then creates eLearning courses in the dominKnow | ONE authoring component based around standard, related groups of tasks for different feature and function sets in its software tool.

The next step includes sharing the now-created software lessons from each of the separate eLearning courses into one more additional Project that is set to use dominKnow | ONE’s searchable knowledge base content interface instead of the standard eLearning navigation interface. The searchable knowledge base is a pre-made option within dominKnow | ONE that features a built-in search function and a card-based menu page to help users find information quickly and easily. Creating this Knowledge Base version using the existing content requires no additional effort aside from creating the project and adding in the required content.

dominKnow’s single-source development provides the promise of developing content once and being able to deploy it in different ways to meet the moments of need for different audiences and purposes. dominKnow enables true single-source design in the modern age by providing authors with the ability to develop modern and highly interactive content that can meet multiple training needs, such as ILT, student guides, eLearning, or a single content piece that adapts to specific audiences.

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Dynamic Publishing and Hosting

The Convey dynamic publishing and hosting service enables the Customer to provide this content to its end users in three ways.

1. Formal structured self-study learning programs with completion tracking – Instead of publishing SCORM packages and uploading them into the LMS manually, the Customer publishes these courses to the Convey dynamic publishing and hosting service then connects the Conveyhosted content into its LMS for launching and tracking. When changes or edits are required, the updated content is republished to Convey and is instantly available for launching from the LMS. The customer does not need to upload new SCORM packages into the LMS for updates.
2. Informal access to structured self-study learning programs – The client publishes the exact same courses to Convey as Public Share Links (instead of SCORM) to instantly create website versions. The automatically generated URL links can then be posted any place they are needed. Content updates are also automatically available as soon as they are ready.
3. Just-in-time access to information and answers when end users are working in the software tool, in the flow of their work – The Customer team publishes its Knowledge Base project to Convey as a Public Share Link to create an instant website. The automatically generated URL can then be posted any place it is needed. Recently the Customer team embedded the Knowledge Base URL right within its software interface under its Help menu item to enable the Knowledge Base to be an inline help and performance support feature within the software itself.

“Using dominKnow | ONE and Convey, our team has become more efficient. Before, we were spending 90% of our time maintaining content, hunt and pecking for consistent information, and waiting on internal teams up add courses. Now, we’ve reduced our overall time for everything. We’re cut our development time from 3-6 months to weeks! Our NPS score went up 30 points. And most of all our learners are benefiting from our ability to update content instantly. At the end of the day, it just saves so much time.”

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Results

Using the full dominKnow | ONE content authoring, management and publishing platform, this team has:

• Reduced its content development and update maintenance efforts dramatically by leveraging dominKnow | ONE’s synchronized single-sourcing content approach
• Eliminated duplicate and redundant content, ensuring consistent information across all the places an end user needs it
• Reduced the time it takes to initially add eLearning courses to its LMS and continuously update and maintain them by an estimated 90%, creating a cost saving that the Customer says pays for its Convey service use
• Ensured content access for every end user need, from formally tracked eLearning courses through to in-tool, just-in-time searchable help
• The customer team has been a 30+ point improvement in NPS score
• More than 6,000 learners per month
• Reduced development time from 3-6 months to just weeks

“With more than 6,000 learners per month, we had to find a way to ensure all users had the most up-to-date information – immediately. dominKnow | ONE helped us achieve our goals, and then some. Now, we’re able to reach our learners in the flow of work and maintain constant updates with one-click.”