Implementing a software solution never stops at technical installation alone. At IT-Development, we’ve identified a critical factor that makes all the difference between a project that succeeds and one that struggles to take off: implementation with a good training plan accounts for a large part of successful projects.
This conviction is validated by experience. We observe it daily with our ClickOnSite users. It drives our strategic approach and shapes our entire customer journey.
The numbers speak for themselves
Recent industry statistics confirm training’s crucial importance in technology project success. Companies that invest in structured onboarding programs see a 200% improvement in user performance, while organizations implementing robust onboarding initiatives experience 70% higher employee engagement, directly correlated with better software utilization.
Even more revealing, the Association for Talent Development reports that comprehensive training programs generate 218% more revenue per employee compared to companies without structured training. In a context where, according to the Project Management Institute, only 48% of projects are considered successful by standard criteria, training emerges as a major differentiator.
Kristi Vesbach-Lecocq: Architect of our training approach
At IT-Development, Kristi Vesbach-Lecocq serves as Digital Adoption Manager, a strategic role that crystallizes our philosophy: creating a continuum between product discovery and customer adoption.
The inseparable link between presales demo and training
Our conviction is simple yet powerful: the same person must handle prospect demos and user training. Why? Because we need someone who “lives and breathes the product,” who knows every corner, every feature, every use case.
This approach guarantees complete consistency between the sales promise and operational reality. When Kristi presents ClickOnSite to a prospect, she knows exactly how that promise will translate into concrete terms during the training phase. She anticipates questions, identifies potential friction points, and builds a tailored learning path from the very first interaction.
As she explains: “My role doesn’t stop at contract signing. I’m the keeper of the promise made during the demo. Every training session is an opportunity to transform that promise into concrete skills and measurable value for our users. It’s this continuity that makes all the difference.“
Our strategy: from promise to customer satisfaction
Our approach is structured around three complementary pillars that form a complete support ecosystem:
Multi-faceted training
We deploy training in all its forms:
Internal training: Our team members, particularly our Business Analysts, benefit from a continuous training program that keeps them at the forefront of ClickOnSite’s evolution. This internal expertise has a direct impact on the quality of customer support.
Client training: Tailored to different user profiles, it’s built around concrete use cases from the telecommunications sector. Hands-on training improves performance by 70%, which is why we prioritize exercises based on real-world and customs scenarios.
Onboarding training: A critical phase that applies at two essential levels. For our clients, it marks the project launch and supports them through their first 90 days, the period when churn risk is highest. For our Business Analysts, we’ve developed a three-week integration program starting from day one. This immersive learning period allows them to fully master ClickOnSite before supporting our clients. Our structured onboarding process accelerates adoption and significantly reduces change-related anxiety, both internally and externally.
Digital training excellence
Since the COVID-19 crisis, we’ve chosen to deliver training primarily remotely, a model that has proven particularly effective. Our training combines instructor-led sessions and self-paced modules through collaborative tools like Klaxoon.
This hybrid learning approach isn’t by chance: student achievement is consistently higher in this type of experience compared to fully online or fully face-to-face learning. Research has shown that online learning enables 25-60% better information retention compared to traditional methods.
Our digital training model delivers several decisive advantages:
- Flexibility and accessibility: 68% of employees prefer to learn in their work environment. Our remote approach eliminates geographical constraints, allowing each participant to learn at their optimal pace.
- Measurable effectiveness: Intuition reports that online training improves employee performance by 15-25%. Even more impressive, every dollar invested in e-learning generates $30 in productivity. This efficiency translates directly into faster ClickOnSite adoption and accelerated skill development.
- Enhanced engagement: Contrary to common misconceptions, well-designed digital training fosters engagement. Our interactive sessions using Klaxoon enable active participation, hands-on exercises, and peer exchanges, creating a collaborative learning dynamic even at a distance.
- Guided-autonomous balance: Our mix of trainer-led sessions and self-paced modules offers the best of both worlds. Participants benefit from expert guidance on complex concepts and the freedom to dive deeper at their own pace into features directly relevant to them.
Hypercare: Our post-implementation commitment
Hypercare represents a period of intensive support immediately following ClickOnSite deployment. This enhanced support phase helps clients adapt to changes, maintaining high adoption rates while reducing churn.
In practice, our team stays in close contact with the client for 4 to 8 weeks after go-live. This proactive presence allows us to:
- Quickly identify and resolve roadblocks
- Adjust configurations based on field feedback
- Reassure teams and strengthen their confidence in the tool
- Ensure promises made during the demo become a daily reality
As ZipDo mentioned in its study, by providing intensive support during onboarding and implementation, organizations typically see 15-25% improvements in customer retention rates.
The path to customer satisfaction
Our approach doesn’t stop at production launch. We consider our mission accomplished when the client fully realizes the value promised during the first demo. This requirement drives us to:
- Measure real impact: We track precise adoption and usage indicators that allow us to identify gaps between promise and reality.
- Maintain the connection: Beyond hypercare, we remain available to support evolving needs and progressive skill development.
- Guarantee continuity: The impact promised during the first demo must be delivered throughout the client’s lifetime. That’s our commitment.
Tangible benefits of a training-centered approach
Reduced time-to-value
A recent SalesGroup AI study said, thanks to dedicated resources, accelerated problem resolution, and proactive support, clients reach their first success milestones 30-50% faster than those receiving standard support.
Improved user adoption
Training doesn’t just show how to use software. It explains why to use it and how it transforms business processes. This deep understanding fosters natural and enthusiastic ClickOnSite adoption.
Lower support costs
Well-trained users are autonomous users. They fully leverage features, encounter fewer problems, and require less technical support. Training Industry also said that combining personalized assistance with continuous workshops can lead to a 64% reduction in errors.
Loyalty and growth
A client who masters their tool and derives value from it is a client who stays. Better yet, they become a natural ambassador for your solution among their industry peers.
Best practices we apply
Personalized learning paths
Every client, every user has specific needs. Indeed, the American Society for Training and Development, targeted training increases retention rates by up to 60%. We segment our training according to roles, expertise levels, and business objectives.
Continuous training
Technology evolves, and so do needs. We don’t view training as a one-time event but as an ongoing process of support and skill development.
Measurement and improvement
We systematically collect participant feedback to adjust our content and methods. This continuous improvement approach guarantees our training remains relevant over time.
Sector expertise: our differentiator
In telecommunications, technical complexity adds to specific operational challenges. Our team, with its deep industry expertise, designs training that speaks our clients’ language. Case studies, examples, and issues addressed resonate with their daily reality.
This sector knowledge allows us to anticipate needs, identify key concerns, and propose tailored solutions before clients even express them.
Is training an investment or a necessity?
The data is clear: only 39% of projects meet their success criteria, and 50% of software project budgets are often spent correcting post-implementation errors. Faced with these alarming statistics, training is no longer an option but a strategic necessity.
At IT-Development, we’ve chosen to invest heavily in training. This conviction guides every interaction with our clients, from the first demo to their full operational autonomy.
All the ITD team members embody this philosophy daily, creating that essential link between sales promise and lasting customer satisfaction. Because ultimately, our success is measured by our clients’ success.
Want to discover how ClickOnSite can transform your telecom operations? Contact us for a personalized demonstration and experience our unique approach to customer support.