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How WebPT supports its business goals through online training

As the first web-based physical therapy specific documentation system in the healthcare industry, WebPT is an innovative software company rapidly on the rise. 

With consistent growth, WebPT needed to find a scalable way to manage their new customer training across multiple product lines. For the WebPT team, LearnUpon was the number one learning management system (LMS) to transform the business’s training, and in turn, power a better customer experience.

“We’ve reimagined our implementation process, adding LearnUpon as a seamless and necessary part of each onboarding.”

Moriah Ujano,

Member Education Manager at WebPT

Winners at the 2021 Brandon Hall Group HCM Excellence Awards

The team took home Gold for Best Customer Training Program at the 2021 Brandon Hall Group HCM Excellence Awards, winning the award in partnership with LearnUpon.

Building robust customer education

It’s impressive to expand as fast as WebPT has, but accelerated growth always presents it’s own challenges. The WebPT team found it difficult to keep up with new customer demand. Without the right training and support, their customers wouldn’t get all they needed from the product offerings, potentially negatively impacting WebPT’s customer experience and retention.

“We simply couldn’t retrain our entire customer base 1-to-1 over the next year and support our new customers at the same time.”

Moriah Ujano,

Member Education Manager at WebPT

As a high-growth organization, WebPT consistently looks for additional efficiencies while keeping customer needs top of mind. By investing in an on-demand training strategy, WebPT could provide consistent, high-quality training without the time and effort it takes to train individuals one-to-one. Shifting the initial onboarding process to focus on providing this training through LearnUpon has decreased the customer’s total time in onboarding, while increasing team efficiency. Today, over 21k customers complete training in LearnUpon each year, and that number will only continue to grow. 

Better trained customers are more likely to renew. But building the training content was only part of the equation. In order to be effective, the programs had to be organized, delivered chronologically and, where possible, tailored to the customer’s role. It needed to be user-friendly too; allowing learners to easily navigate, and learn, through a single training solution. Another top priority was finding one solution that would allow for both customer and employee training, allowing content to be easily shared between portals. Their previous learning management systems were outdated and difficult to access, so, Moriah and the WebPT team set their sights on a new LMS.

An easy-to-use LMS

It didn’t take long for the WebPT team to discover LearnUpon. With a focus on a user-first approach, Moriah knew it would provide the best training experience for their customers.

“Its simple design makes it super easy to use for our customers. Plus it looks good. We never get questions on where to find things.”

Moriah Ujano,

Member Education Manager at WebPT

LearnUpon also enables WebPT to quickly transform and roll-out high impact customer training. Creating online courses using a mix of materials they already have and SCORM-based content, saves the team invaluable time, making the process easy and uncomplicated. Delivering onboarding in this way has allowed WebPT to reduce the average number of onboarding calls for specific customer segments by 75%.

“We introduced a more self-service onboarding for our main product and were able to reduce the number of training calls we got from an average of four to one.”

Moriah Ujano,

Member Education Manager at WebPT

Training multiple audiences with ease

WebPT created multiple portals within LearnUpon – using one for internal training and another for external training. Externally they train over 21,000 customers, and internally they have just over 700 employees who use the internal portal for compliance training and professional development.

In addition to this, they deliver product training on how to use WebPT products, and how to communicate their value to prospects and customers. Using their internal portal WebPT can provide reliable and consistent training to all of their employees. Regardless of the upgrades and enhancements made to WebPT’s products, employees are kept up-to-date so they can seamlessly communicate and explain product developments to customers.

“I think it’s really cool that our customer training content is leveraged internally to train employees on our products.”

Moriah Ujano,

Member Education Manager at WebPT

Rapidly, they’ve built a powerful customer education program that covers all product offerings, all in one place – their WebPT University. Using the LearnUpon Group feature, WebPT can organize their learners by business, product, and role. These newer Members receive more tailored content that showcases the WebPT products they’ve purchased. This, along with their favorite feature, the Catalog, gives the team more control and flexibility over training than ever before, with the added benefit of enabling learners to browse and self-enroll in multiple courses.

“We use the Catalog for everything, like linking out to specific courses in all of the material we develop.”

Moriah Ujano,

Member Education Manager at WebPT

Training over 21,000 customers in one place

Now, thanks to a major team effort and a powerful LMS, WebPT are onboarding new customers quickly, which has led to increased customer retention while reducing the operational burden. Impressively, their WebPT University had over 21k learners enrolled in 2020 alone! 

Using the LMS to gather learner feedback through Course Reviews has been insightful and advantageous for Moriah. She uses this information to improve and tweak courses and content for future and existing customers.

“We’ve gotten a lot of comments and feedback from our learners that we’ve been able to use to update our courses and make improvements to course material.”

Moriah Ujano,

Member Education Manager at WebPT

WebPT also discovered that making their invaluable course content available to customers through LearnUpon LMS has created a unique selling point for them, resulting in them leveraging this as part of their enterprise sales process. These prospective customers see the value an online training system, coupled with impactful course content, can deliver to them.

“LearnUpon as a company is used as a selling point in our sales process. People want to know they have access to high-quality training resources, and we’ve been able to deliver on that promise.”

Moriah Ujano,

Member Education Manager at WebPT

Creating a continuous education strategy

So what’s next for WebPT? For Moriah, her goal is to keep improving the customer experience and increasing retention through a continuing education strategy that focuses on what each learner needs at each stage of the training journey. The team is exploring what other types of training each customer needs, based on their role and product type. 

Moriah also plans to implement LearnUpon’s Single Sign-On (SSO) feature, streamlining learner access to training

Next year, the team will undertake a complete platform upgrade for two of their major products. This will require retraining over 80k customers, an impossible feat without LearnUpon.