![\"\"](\"http:\/\/saascan.ca\/wp-content\/uploads\/2022\/06\/titleCase.png\")
<\/p>\n![\"\"](\"http:\/\/saascan.ca\/wp-content\/uploads\/2022\/06\/case1.jpg\")
Par : OBJ360 Content Studio
\nPubli\u00e9 le : 4 juin 2019<\/p>\n
Le directeur g\u00e9n\u00e9ral, Andrew Waitman, de la soci\u00e9t\u00e9 Assent Compliance qui est pass\u00e9e de 15 employ\u00e9s en 2015 \u00e0 plusieurs centaines aujourd\u2019hui, soutient son \u00e9quipe de gestion en les jumelant \u00e0 des v\u00e9t\u00e9rans de l\u2019industrie sp\u00e9cialis\u00e9s dans la croissance des entreprises.<\/p>\n
The Ottawa SaaS firm, which develops software to help companies manage supply chain data related to compliance and regulatory demands, has also rapidly grown its global customer base while introducing robust new product features and functionality at a quick pace.<\/p>\n
\u201cWhen you\u2019re moving at such high speed, you have to be aware of rocks in the road sooner,\u201d says Waitman. \u201cAs we looked ahead, we anticipated serving more customers with a richer set 2 of product functionality. Because we\u2019re innovating and adding value so quickly, it can sometimes be overlooked, so we knew we needed to scale our approach to product training.\u201d<\/p>\n
But, as Waitman reviewed the firm\u2019s internal capabilities, he realized the company would find it challenging to build in-house, enterprise-level product training expertise fast enough to maintain Assent\u2019s growth momentum, and still meet the needs of its customers and employees.<\/p>\n
It\u2019s here Waitman saw an opportunity to bring in an industry veteran and turned to Lauren Thibodeau, SaaS Customer Experience and Business Strategy consultant at Stratford Managers, to evaluate Assent\u2019s product training approach and make recommendations.<\/p>\n
\u201cBringing in a subject matter expert, like Lauren, can help you defeat time and rapidly grow in specific areas,\u201d says Waitman. \u201cJust like when building my leadership team, I was looking for someone with deep domain knowledge and industry experience relevant to the Assent context.
\nLauren was an excellent fit.\u201d<\/p>\n
As Thibodeau explains, \u201cAssent recognized, at a stage earlier than many companies, that product training is a strategic enabler of product adoption, which is critical in the SaaS context. If customers don\u2019t know how to use your product, they won\u2019t adopt it, they won\u2019t get value,
\nthey won\u2019t renew their subscription, and they certainly won\u2019t buy more.\u201d<\/p>\n
In addition, Assent also needed to ensure new features and updates to its software were being communicated to its sales team and broader employee base \u2013 a challenge that\u2019s especially acute for SaaS firms as they are \u201cconstantly\u201d upgrading their products based on customer
\nneeds and feedback.<\/p>\n
\u2018Insurance against subscription churn’<\/h2>\n
Thibodeau started by creating a product training roadmap that showed Assent\u2019s current position and where she recommended the firm should be in 12 \u2013 24 months given its overall growth trajectory and goals.<\/p>\n
The roadmap created by Thibodeau spanned dimensions including strategic alignment, people, process, technology, content, business and delivery model, and operations.<\/p>\n
She then leaned in to coach and mentor the Assent team so they could execute on the roadmap and measure progress and results. To Waitman, it was critical to create \u201cchampions\u201d within the organization for product training so that the knowledge that was transferred doesn\u2019t get lost.<\/p>\n
The roadmap created by Thibodeau features role-based training content, delivered across multiple channels that work for a global audience, supported by scalable technology that provides a combination of upfront foundational learning, and ongoing learning opportunities throughout the customer\u2019s lifetime. It also efficiently repurposes training content across audiences, such as customers, suppliers, partners, and employees.<\/p>\n
\u201cEffective product training, when it\u2019s part of a holistic learning and adoption strategy, is your insurance against churn,\u201d says Thibodeau.<\/p>\n
\u201cChurn is one of the top three or four metrics that investors look at when they assess the health of a SaaS organization,\u201d says Waitman. \u201cSo when product training is done well, it can have a top-line impact on the business.\u201d<\/p>\n
On the client side, Assent will soon implement various initiatives that will prompt users to try new features or engage in online training. Through direct feedback, Assent will gain visibility into actual product usage, which will inform product enhancements and development of additional training content to support adoption.<\/p>\n
\u201cA successful SaaS company has to put initiatives in action quickly and see what works,\u201d says
\nWaitman. \u201cWe\u2019re all about solving puzzles and finding solutions.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
Par : OBJ360 Content Studio Publi\u00e9 le : 4 juin 2019 Le directeur g\u00e9n\u00e9ral, Andrew Waitman, de la soci\u00e9t\u00e9 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18],"tags":[],"class_list":["post-980","post","type-post","status-publish","format-standard","hentry","category-etude-de-cas"],"acf":[],"_links":{"self":[{"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/posts\/980","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/comments?post=980"}],"version-history":[{"count":2,"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/posts\/980\/revisions"}],"predecessor-version":[{"id":982,"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/posts\/980\/revisions\/982"}],"wp:attachment":[{"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/media?parent=980"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/categories?post=980"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/saascan.ca\/fr\/wp-json\/wp\/v2\/tags?post=980"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}