Small Crew, Massive Influence: NAVBLUE’s Scalable Studying Tradition with Litmos
Within the fast-paced world of aviation, staying forward isn’t nearly cutting-edge expertise—it’s about empowering folks. NAVBLUE, a worldwide flight operations options supplier and Airbus subsidiary, is doing simply that. With a lean staff and a transparent mission, NAVBLUE has reworked coaching throughout their enterprise utilizing Litmos. The consequence? A studying tradition that spans workers, prospects, and companions—scaling seamlessly throughout the globe.
The Problem: Coaching & Retaining Clients in a Advanced Trade
NAVBLUE helps over 600 prospects worldwide, delivering instruments and companies that optimize flight operations, from cockpit options to performance-based navigation. However as the corporate grew, so did the necessity to present constant, accessible coaching to prospects and workers alike.
Previous to investing in Litmos, there was no concentrate on eLearning nor was there a devoted staff centered on constructing content material for NAVBLUE prospects. The NAVBLUE coaching program consisted of product specialists and technical writers creating launch notes and prolonged person guides/assist recordsdata, however there was nothing in place for patrons to shortly and effectively discover solutions to their product questions. When prospects are looking for a fast reply to their query, the very last thing they need to do is search a big person information to seek out solutions.
Being a big firm in a closely regulated and ever-changing business, NAVBLUE wanted a method to prepare their prospects on proprietary merchandise, prepare their workers, and create a studying tradition, for this, they turned to Litmos.
The Answer: The NAVBLUE Academy + Litmos
To fulfill the problem, NAVBLUE launched the NAVBLUE Academy (NBA)—a devoted staff of Tutorial Designers centered on remodeling studying throughout the group. Central to this transformation was Litmos, a robust Studying Administration System (LMS) that checked all of the containers for NAVBLUE:
- Simple to implement and handle
- Cell-friendly and accessible 24/7
- Seamlessly integrates with {custom} eLearning content material
- Value-effective and scalable
However maybe most significantly, it was intuitive for each learners and admins—important for a small staff supporting tens of 1000’s of customers.
Microlearning, Macro Outcomes
To make studying simpler for his or her prospects, NAVBLUE adopted a micro-learning object (MLO) strategy, breaking down product coaching into bite-sized modules.
Based on Erica Marten, Head of CX Course of Optimization Technique & NAVBLUE Academy, “we have now been capable of break down our product coaching into singular processes and bite-sized items of knowledge for ease of studying. Every MLO has a simulation-based eLearning part and a documentation facet to it. With the extra technique of single supply content material creation, we’re capable of create this content material as soon as and publish it in a number of places (i.e. Litmos LMS, as help portal data base articles, and as content material inside our product-embedded assist recordsdata).”
This technique delivered highly effective advantages:
- Sooner onboarding for patrons
- Lowered help ticket quantity (fewer “how-to” questions)
- Constant studying expertise throughout all person sorts
NAVBLUE has greater than 250 prospects arrange within the LMS and several other hundred programs they’ve created from scratch. Litmos has allowed NAVBLUE to simply divide their prospects into guardian groups with product-specific youngster, or sub, groups. This has helped construct a tradition of studying with NAVBLUE prospects. “We have now set an ordinary with our prospects on how they are going to be knowledgeable of latest programs or programs which have gone via a major revamp/replace through the information part and the e-mail communication characteristic. As NAVBLUE Academy is a instrument offered as a part of the NAVBLUE worker onboarding, they’re conscious of our content material and model early on in becoming a member of NAVBLUE,” says Marten.
The Numbers Converse for Themselves
Regardless of having simply three full-time Tutorial Designers, NAVBLUE Academy has:
- Skilled 50,000+ buyer learners and a pair of,000+ inner workers
- Supported 250+ buyer accounts throughout tons of of custom-built programs
- Considerably decreased help tickets for primary product questions
They observe ROI in two methods:
- Buyer ROI: Are customers capable of full duties shortly after coaching?
- Inside ROI: Are help groups seeing fewer process-related inquiries?
The reply to each? A powerful sure.
Steady Enchancment Via Suggestions
Buyer satisfaction is measured via common suggestions surveys, with a aim of getting no less than 75% of responses within the prime satisfaction tiers. However they don’t cease on the information—they learn each remark and make actual adjustments primarily based on what learners say.
Marten famous that one of many attributes to the NAVBLUE Academy staff’s success in each ROI and making a studying tradition amongst prospects is ease of use of the product for each admins and learners. “I had by no means administered an LMS earlier than implementing Litmos and might now achieve this seamlessly. This speaks in excessive regard for the benefit of understanding methods to navigate it. Additionally, once we are onboarding new Tutorial Designers to the NBA staff, the coaching isn’t lengthy and tedious to discover ways to use the LMS and successfully handle the administration. When new workers be a part of NAVBLUE, it says loads to the truth that we assign them content material to finish, however we don’t obtain many questions on methods to navigate the LMS,” stated Marten.
What’s Subsequent for NAVBLUE?
Wanting forward, NAVBLUE plans to proceed increasing its coaching library in keeping with new product releases. There’s additionally curiosity in exploring Litmos’ eCommerce capabilities to additional scale choices.
With seven years of regular progress below their belt, the long run appears to be like vibrant. NAVBLUE Academy isn’t simply delivering coaching—they’re delivering confidence, readability, and neighborhood to learners all over the world.
“General, Litmos has helped us notice our data administration technique, help with help ticket deflection, and proceed to develop our buyer and worker coaching choices. The suggestions from our learners has been optimistic and I look ahead to our NAVBLUE Academy staff making a fair bigger affect in the case of buyer coaching,” notes Marten.
Need to study extra about NAVBLUE’s expertise with Litmos? Try the NAVBLUE case research.
Able to create your personal studying tradition with measurable outcomes? Get began with a stay Litmos demo as we speak!
Are you a Litmos buyer who is able to share the affect Litmos has made in your group? Attain out to your CSM to get the method began!
