Within the fast-paced world of aviation, staying forward isn’t nearly cutting-edge expertise—it’s about empowering individuals. NAVBLUE, a worldwide flight operations options supplier and Airbus subsidiary, is doing simply that. With a lean workforce and a transparent mission, NAVBLUE has transformed training across their business utilizing Litmos. The consequence? A studying tradition that spans workers, clients, and companions—scaling seamlessly throughout the globe.
The Problem: Coaching & Retaining Clients in a Complicated Trade
NAVBLUE helps over 600 clients 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 clients and workers alike.
Previous to investing in Litmos, there was no give attention to eLearning nor was there a devoted workforce centered on constructing content material for NAVBLUE clients. The NAVBLUE coaching program consisted of product consultants and technical writers creating launch notes and prolonged person guides/assist recordsdata, however there was nothing in place for purchasers to shortly and effectively discover solutions to their product questions. When clients are looking for a fast reply to their query, the very last thing they wish to do is search a big person information to search out solutions.
Being a big firm in a closely regulated and ever-changing business, NAVBLUE wanted a option to train their customers on proprietary merchandise, prepare their workers, and create a learning culture, for this, they turned to Litmos.
The Resolution: The NAVBLUE Academy + Litmos
To fulfill the problem, NAVBLUE launched the NAVBLUE Academy (NBA)—a devoted workforce of Educational Designers centered on reworking studying throughout the group. Central to this transformation was Litmos, a strong Studying Administration System (LMS) that checked all of the bins for NAVBLUE:
- Straightforward 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 workforce supporting tens of hundreds of customers.
Microlearning, Macro Outcomes
To make studying simpler for his or her clients, NAVBLUE adopted a micro-learning object (MLO) strategy, breaking down product coaching into bite-sized modules.
In line with 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 element 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 areas (i.e. Litmos LMS, as help portal information base articles, and as content material inside our product-embedded assist recordsdata).”
This technique delivered highly effective advantages:
- Sooner onboarding for purchasers
- Decreased help ticket quantity (fewer “how-to” questions)
- Constant studying expertise throughout all person varieties
NAVBLUE has greater than 250 clients arrange within the LMS and several other hundred programs they’ve created from scratch. Litmos has allowed NAVBLUE to simply divide their clients into mum or dad groups with product-specific baby, or sub, groups. This has helped construct a tradition of studying with NAVBLUE clients. “Now we have set a typical with our clients on how they are going to be knowledgeable of recent programs or programs which have gone by a big revamp/replace through the information part and the e-mail communication characteristic. As NAVBLUE Academy is a software supplied 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 Educational Designers, NAVBLUE Academy has:
- Educated 50,000+ buyer learners and a couple of,000+ inner workers
- Supported 250+ buyer accounts throughout a whole bunch of custom-built programs
- Considerably decreased help tickets for fundamental product questions
They observe ROI in two methods:
- Buyer ROI: Are customers capable of full duties shortly after coaching?
- Inner ROI: Are help groups seeing fewer process-related inquiries?
The reply to each? A convincing sure.
Steady Enchancment By means of Suggestions
Buyer satisfaction is measured by common suggestions surveys, with a aim of getting not less than 75% of responses within the high satisfaction tiers. However they don’t cease on the knowledge—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 workforce’s success in each ROI and making a studying tradition amongst clients 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 how you can navigate it. Additionally, once we are onboarding new Educational Designers to the NBA workforce, the coaching just 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 so much to the truth that we assign them content material to finish, however we don’t obtain many questions on how you can navigate the LMS,” stated Marten.
What’s Subsequent for NAVBLUE?
Wanting forward, NAVBLUE plans to proceed increasing its coaching library according to new product releases. There’s additionally curiosity in exploring Litmos’ eCommerce capabilities to additional scale choices.
With seven years of regular progress underneath their belt, the long run appears to be like vivid. NAVBLUE Academy isn’t simply delivering coaching—they’re delivering confidence, readability, and neighborhood to learners world wide.
“Total, Litmos has helped us notice our information administration technique, help with help ticket deflection, and proceed to develop our buyer and worker coaching choices. The suggestions from our learners has been constructive and I sit up for our NAVBLUE Academy workforce making a fair bigger affect in terms of buyer coaching,” notes Marten.
Need to study extra about NAVBLUE’s expertise with Litmos? Take a look at the NAVBLUE case study.
Able to create your individual studying tradition with measurable outcomes? Get began with a live Litmos demo today!
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!