The company’s training team relied on a combination of multiple different homegrown technologies to deliver technical training and virtual hands-on labs: a Learning Management System (LMS), backend systems, a virtual labs solution, and systems to develop curricula. Initially, training was approximately 80 percent instructor-led, in-person classes and 20 percent virtual, but the rising popularity of on-demand virtual training shifted the focus to become nearly 80 percent virtual.
Virtual instruction consisted of a live instructor and virtual hands-on labs. However, the patchwork of technologies couldn’t deliver reliable, quality virtual training as demand grew, and the training team’s resources became increasingly strained.
Students frequently complained about system downtime, but the team was unable to respond to customer concerns or provide the level of training employees, partners, and customers wanted. Customer satisfaction scores dropped.
Cumbersome processes and fragmented technologies made it operationally inefficient, time-consuming, and costly. For example, some of the company’s very large solutions required significant time and resources to set up environments for each training, followed by hours uploading the resulting content and labs into the backend systems. It became increasingly difficult to deliver training within 90 days of a new product release.
The team needed a solution that would allow them to present a seamless experience to students using their LMS in concert with virtual hands-on labs. Key drivers were reliability and ease of use for administrators and instructors.