How Upstream Works creates user-friendly customer and partner training

Upstream Works is a fast-growing software company that knows the value of training its customers and partners. As a provider of best-in-class Omnichannel Contact Center software that’s used to increase engagement and agent success, the organization wanted to formalize its training in a modern, user-friendly way. 

Upstream Works selected LearnUpon LMS. Finding it indispensable from the get-go, it has enabled the business to easily train its audiences in one convenient online space. 

“We have customers that are highly engaged early on with LearnUpon. When somebody is a champion for really believing in education and training, you'll see those people logging in and you'll see the logins increase. When we do training with LearnUpon, we have better questions, better question outcomes, and a better understanding of the process.”

Sandra Karlovich

Learning Consultant, Upstream Works Software

The problem with training via “traditional old email”

With new customers and partners joining all the time that need training, Upstream Works’ team had training materials, but no efficient way to deliver them.

Relying on, as Learning Consultant Sandra Karlovich puts it, “traditional old email”, the team would send training materials or product updates to customers and partners when required. However, email caused more than a few headaches.

The training materials were bulky. They’d often exceed the maximum capacity for several email carriers, thus grinding the learning process to a halt. It was also near impossible to track and scale the training. From engagement to adoption, the team couldn’t gauge any metrics, and, at the company’s rate of growth, it was becoming increasingly difficult to reach every customer and partner this way. 

There was another issue too. The organization’s training materials had no home. Without a central repository to store content, getting the right information to learners when they needed it was a challenge. 

Upstream Works needed a modern learning management system that enabled them to deliver consistent, scalable training in a user-friendly way.

A modern, easy-to-use solution

For Upstream Works, LearnUpon’s LMS had the winning combination of features, ease of use, and customer support necessary to build a successful training program. 

Through LearnUpon, the organization is now able to deliver training to their customers and partners in a reliable, efficient way. The team has a space to house all of their training resources so that their learning audiences can access information when and where they need to. 

“Our user manuals, videos, slide decks, handouts, and reference sheets are all in LearnUpon. We also use LearnUpon to host a repository of the webinars we run. It holds everything.”

Sandra Karlovich

Learning Consultant, Upstream Works Software

LearnUpon’s user-friendly interface helped the team feel secure that the learning process is as easy as possible for both the administrators and the learners. 

“I want the focus to be on our software and not how to use the LMS. LearnUpon is easy-to-use from an end user's perspective because it complements our regular training. It's also simple to use for our administrators. It’s easy to grab reports and share those numbers with my leadership team.”

Sandra Karlovich

Learning Consultant, Upstream Works Software

The ease of use and ability to add new documents when needed has not only helped with user knowledge, but it has also impacted Upstream Works’ revenue stream.

“LearnUpon allows me to create videos and content to promote our new features. I put them into the LMS, then with the enrolment feature, I send an email to everybody letting them know "Hey, there's this new feature coming out in a few months, take a look". It entices them and the end result is that they want to upgrade. It helps our revenue at the end of the day.”

Sandra Karlovich

Learning Consultant, Upstream Works Software

Increase in end-user product adoption

Increase in product upgrades through new feature education

The creation of a central repository for training materials

It’s not all about the product for Upstream Works, it’s the support the team receives from LearnUpon too. 

“I really appreciate the fact that I could be in a meeting and if a question comes up, I know I can go to the customer support team. They're really good in terms of getting back to me quickly so that I can go back to my teammates with an answer.”

Sandra Karlovich

Learning Consultant, Upstream Works Software

With all their success, Upstream Works are looking to the future. Their vision is to expand the training on offer and for LearnUpon to play a central role. 

“LearnUpon has been a great tool. We've only really just started the groundwork and there's lots of potential for really maximizing what we can do with LearnUpon and what it could do to complement our training programs overall.”

Sandra Karlovich

Learning Consultant, Upstream Works Software