How gWorks Built a Customer Academy That Reduced Support Tickets by 18% with LearnUpon

gWorks is a local government operating system that supports over 2,500 small and mid-sized agencies with everything from fund accounting to utility billing.

With a mission to empower small—often rural—communities with the same capabilities as major cities, gWorks faced a familiar challenge: a small team and no formal customer education strategy.

To better support a growing customer base, the team partnered with LearnUpon to launch a scalable, cost-effective customer academy. Built to help users get up and running quickly, stay compliant, and take pressure off the support team, the academy has become a vital part of the gWorks customer experience.
The impact? A smoother path to success and a significant drop in support tickets.

The Challenge: Regulatory complexity, non-technical users, and limited resources

With clients spread across the US, Marni Stewart, gWorks’ Client Enablement Manager, spotted a customer success hurdle.

The gWorks team needed to onboard and support thousands of customers across multiple locations each with its own regulatory environment. But, as a small team, educating every customer 1-1 wasn’t just time-consuming; it was costly, unscalable, and almost impossible to track.

To truly empower its customers, the business needed to invest in something new: an online customer academy.

The right solution needed to be scalable, cost-effective, and seamlessly integrate with their CRM—crucial for Marni, who, as a one-woman team, needed a platform she could rely on without constant hands-on upkeep. And just as importantly, the platform needed to make online learning feel approachable, not overwhelming, for a customer base that wasn’t the most tech savvy.

The solution: A scalable, user-friendly learning platform

After exploring the market, LearnUpon quickly stood out as the perfect fit for all Marni’s needs—and then some.

Not only did LearnUpon deliver the learner and admin experience Marni was looking for, but once the gWorks customer academy was up and running, the impact was clear. More clients were successfully onboarded, support tickets dropped by 18%, and customers felt more confident and satisfied using the gWorks solution.

Compliance, support, and customer success made simple

One of the biggest benefits of LearnUpon is that it offers flexible, online, self-paced courses. By delivering customer education this way, Marni and the rest of the gWorks team is meeting clients where they are—often in rural communities, balancing busy schedules and multiple responsibilities. This thoughtful shift makes learning more accessible and respectful of their reality.

With this barrier removed, one challenge still remained: most clients are non-technical. However, LearnUpon’s clean, intuitive UI means there’s little to no learning curve for less tech-savvy users, thus significantly reducing repetitive support requests.

HubSpot & LearnUpon: Automation driving workflows

One of the biggest time-savers for Marni is LearnUpon’s out-of-the-box integration with HubSpot, gWorks’ CRM.

With both systems connected, data flows seamlessly between platforms. For example, when a new customer is added to HubSpot, their information is automatically sent to LearnUpon, where they’re assigned to the right groups and courses based on data like their role, responsibilities, and location.

This automatic segmentation ensures each customer sees only the content relevant to them—tailored by gWorks to match their region and user profile. It also allows Marni’s team to deliver targeted learning at scale, with zero manual input.

Added to this, once a customer completes their learning, that data flows back into HubSpot, giving gWorks client-facing teams real-time visibility into learner progress and making HubSpot a critical single source of truth.

A Second Portal, A New Purpose: Tackling Employee Compliance with LearnUpon

Reaping the benefits of the HubSpot & LearnUpon integration, Marni and the gWorks team quickly spotted another opportunity: using LearnUpon for their employee learning and compliance training.

Using LearnUpon’s powerful Portals feature, they were easily able to set up a distinct learning environment, just for employees, all through a single solution.

Plus, by taking advantage of LearnUpon’s integration with BambooHR, their HR platform, gWorks automated workflows once again. When a new employee is added to BambooHR, their data flows into LearnUpon and they’re enrolled in the compliance courses they need to complete based on their role.

What’s next: Building on the Momentum

With the right tools to learn and leveraging key features and integrations, gWorks has already seen a drastic drop in customer support queries and a boost in client satisfaction since implementing LearnUpon. But, Marni knows there’s still plenty more to explore within the platform.

At the top of her list is LearnUpon Anywhere, and implementation is already underway. By integrating learning into the gWorks platform, customers will have the ability to learn while doing, no need to navigate elsewhere.

As Marni and her team push forward with innovative features, their focus remains clear: delivering smarter, more accessible customer education that drives real results—all with the help of LearnUpon.