604 Case Study: Creating a Successful Learning System at Shoptech Software
1:00 PM - 2:00 PM Wednesday, March 27
Management and Strategy
Software training lacks variety, and offering only ILT and outdated HTML tutorials didn’t help Shoptech Software’s case. Training was boring, lengthy, and costly to attend. Participation was stagnant, and customers were utilizing phone support more than training. Shoptech needed a better solution for their manufacturing clients. They needed a learning system with a combination of technologies and resources designed to solve clients’ immediate problems.
In this case study session, you’ll find out how Shoptech Software changed their learning culture, creating a system that focused on the needs and accessibility of their customers, and you’ll examine its overall impact on the organization through in-house statistics. You’ll explore their learning-on-demand approach to review the most basic and advanced functions of their software systems using microlearning videos, in addition to incorporating a new customer community platform with items such as video catalogs and learning tracks. You’ll also learn how to incorporate nontraditional learning techniques into standard software simulations such as storytelling and gamification to increase engagement.
In this session, you will learn:
- How creating a system for learning, versus creating different types of training, can benefit your department and organization
- How short problem-solving tutorials and the use of video can affect the software industry
- How to organize and deliver video and interactive simulation tutorials using a customer community
- How to incorporate nontraditional training techniques such as storytelling and gaming into software training
Designers, developers, and managers
Technology discussed in this session:
Salesforce community, Articulate 360, Camtasia
Dawn Tedesco is an instructional designer at Shoptech Software with over 20 years’ experience in hospitality operations management and training. She has written and facilitated employee and management training programs for several large organizations. Dawn earned an MS in labor relations and became an HR manager, but when she realized she could put her employee development skills into online training, she found a new career in eLearning. She also has a bachelor’s in hospitality business and a certificate in instructional design, with experience in instructional design, eLearning development, and video editing and production.
Lindsey Atha is the training manager at Shoptech Software. She has 10 years of experience in technical support, instructor-led training, and consulting. Taking advantage of her early background in customer support and custom development coordination, Lindsey works closely with clients to assess their needs and provide solutions tailored to fit specific learning and customer preferences. She has helped write content, design curriculum, and launch Shoptech’s virtual training program. Partnering her degree in secondary education with hands-on experience, Lindsey has been able to help create an interactive learning program for both customers and employees.