Certification Program, World-Leading Cloud/Innovation Enterprise

Certification Program, World-Leading Cloud/Innovation Enterprise

Technology Industry Case Study

How does a company transition to a customer-centric sales model?

A global cloud computing services company was looking to transition from a general sales model to a customer-centric sales approach for their products, with the goal of both enhancing customer satisfaction and increasing sales effectiveness. The company recognized they would need a way to educate employees on this new model in a way that was not only engaging but also directly relevant and immediately applicable to their work.

What was Clearpath’s solution?

Clearpath worked with our client to develop an accreditation program aimed at bridging the gap between technical cloud solutions and real-world business needs. This was accomplished through a four-tier learning journey, with each level building on the prior one. Content was written by product experts and tailored to specific industries, allowing learners to choose learning paths that best fit their roles.

The program consists of virtual courses that incorporate text and narration, animated videos, knowledge checks, resources, subject matter expert videos, and an assessment. It was designed with a globally scalable, go-to-market (GTM)-aligned enablement model for all customer-facing roles. The content is also made available in multiple languages and with accessibility features to best serve the varying needs of the sales population.

How does the program keep learners engaged?

Recognizing the link between employee engagement and customer satisfaction, the program was designed as voluntary and self-paced, with participation rewarded and personal development encouraged. Breaking the content into four sequential tiers (Foundational, Intermediate, Advanced, Expert) allowed for shorter courses that fit more easily into busy schedules. 

Multiple modalities within the courses also encourage engagement. Periodic knowledge checks with feedback help the learner confirm their understanding of the material. Real-world scenarios with follow-up questions and subject matter expert video feedback allow learners to see how they would apply their knowledge in their roles. Upon completion, learners receive badges, which they are encouraged to share both internally and externally. 

How was the program rolled out?

The accreditation program was rolled out in a phased approach, with each tier released one-by-one, rather than all at once. Company leaders actively promoted the program within their teams. Leadership received program context and communicated its value to employees through personalized emails in their own voice and with alignment to specific goals and challenges unique to their group. Managers were then able to monitor engagement and track team progress, reinforcing program value. 

What was the outcome?

The first tier of the accreditation program was released in December of 2023, with the second tier released in May of 2024. The third and fourth tiers are currently in progress. In the first quarter after the release of the first tier program, customer satisfaction scores increased by six percentage points. Employee participation rates have been high and continue to rise, which may be attributed to the program’s effectiveness—especially given its optional nature. Additional metrics, such as employee morale and a cost-benefit analysis, are in progress. 

What question does your business need to answer?

Our client recognized the need for organizational change and transformed it into a robust accreditation program that not only educates employees but also shifts their thinking to consider the customer perspective, allowing for better-tailored solutions. Have you considered what methods would be best to educate your employees on organizational changes? Contact us to learn how we can help you ask the right questions and find the right answers.