Learning lights a path to change

Business leaders have high expectations when they adopt new technologies or business practices, only to discover months later that some of those innovations sit idle. The problem often lies not with the transformation itself, but with helping employees know how to use the new tools and follow the processes.

“Getting people to adopt and use new tools can be as challenging as deploying them — we need to balance both,” says Sarah Coughlin, Chief Lead Partnering at Enlighten. “I’m passionate about using education and training to set up clients for success.”

Companies worldwide turn to Enlighten to take their businesses to new heights. Across industries ranging from finance and insurance to logistics and retail, Enlighten’s Operational Excellence programs combine proprietary management methodologies and technology to make companies work smarter and more efficiently. While clients praise the company’s expertise and solutions, a key differentiator for Enlighten is its commitment to learning and development for customers.

Elevated learning

In the past, Coughlin and her learning team created materials for facilitators who led in-person training workshops for clients. As Enlighten expanded globally and took on more enterprise organizations as clients, it needed to rethink training. Rather than offering a limited number of facilitated trainings, Enlighten wanted to provide anytime access to training tools that organizations could use where and when they needed them.

The team knew a learning management system (LMS) was essential to achieving their goals. Unfortunately, the first LMS they deployed didn’t offer the needed scalability. When the team explored other options, they discovered that Adobe Learning Manager delivered many benefits, including proven reliability and scalability, as well as features to dramatically improve user experiences with easier access to courses on any device.

Skills for success

When Enlighten begins a client engagement, stakeholders are automatically enrolled in the LMS and assigned to one of seven learning pathways. The pathways include recommended courses depending on an employee’s role in the organization, such as team member, manager, or administrator.

Client employees can access lessons across desktops and mobile devices, online or offline, so they can review written material, watch multimedia content, and participate in interactive simulations at their own pace. More than 7,000 learners across client companies have completed training since deploying the Adobe LMS.

Beyond standard pathways, client employees can also access bite-sized courses available to everyone. The most popular are the lessons that accompany each new Enlighten software update. Employees can work through simulations, examples, and scenarios to quickly understand new features.

“With Learning Manager, we give our clients’ busy employees a convenient learning experience that encourages greater participation,” says Coughlin. “Feedback has been fantastic Clients constantly tell us how excited they are about new courses. It’s a level of engagement we didn’t see before.”

Supercharging training and performance

Learners commend both the new courses and user experience. The LMS supports nine different content formats through the Fluidic Player without requiring large downloads or disruptive pop-ups. This means that the learning team can use any type of content for course material creation including use of Adobe Captivate to create courses with highly interactive multimedia components for even better engagement.

“Nothing holds us back from making material as engaging as we want,” says Coughlin. “We can incorporate more input from instructional and media design specialists. It’s raising the profile of training for our customers and being promoted as a big differentiator for our business.”

It takes just four weeks for the learning team to take a course from storyboards to live. This speed encourages them to explore additional training options for clients. They’ve delivered more than 50 new courses since deploying the LMS, including continuous learning and Enlighten Accreditation courses for more advanced users. The Manager Program, for example, is a popular set of 18 courses that trains managers how to guide their teams using Enlighten methodologies. Participants receive a special accreditation badge upon completion that they can promote in their email signatures or social media profile.

“Managers at several client companies have achieved a 100% completion rate for our accreditation program, building skills to become more effective team leaders,” says Coughlin. “About 73% of people who achieve accreditation share their badges online, which is a lot higher than the average industry share rate of 47%. Its shows that people are proud of their accomplishments and have more confidence in their skills.”

Deepening learning pathways

While the learning team primarily develops client training, demand for internal training is also on the rise. New Enlighten hires participate in the onboarding path to get up to speed fast. Courses on topics ranging from leadership skills to developing effective presentations help employees grow and better prepare them to work with clients. Coughlin aims to continue expanding the range of courses for both internal and external learners. Part of that effort will involve moving to a headless system to make it easier to customize learner experiences.

“With Learning Manager as the foundation of our training program, we developed sophisticated pathways that benefit diverse stakeholders,” says Coughlin. “With more high-quality courses, we see new business opportunities from clients who know they can rely on Enlighten to support their business goals.”

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