THE CHALLENGE: Creating a Scalable Approach to Selling ILT & Online Training

Richard Tremblay is the Training Coordinator at APCHQ, where he’s been working for more than 15 years. He describes training as one of the primary ways the association provides value to their members while also helping attract new members. Richard’s search for an LMS began with the desire to centralize and simplify the regional offices’ training activities.

CENTRALIZE TRAINING ACTIVITIES AND REDUCE ADMINISTRATIVE HASSLE: All of APCHQ’s regional offices were maintaining their own page on the association’s website, where they would provide information about their training services, including their course schedule.

“We were looking for a tool that would increase visibility by bringing everything together into one place,” explains Richard. “We wanted to get something that would help us manage all aspects of training, not only enrollment but also scheduling, reporting afterwards and keeping track of what training people take.”

SUPPORT THE CURRENT APPROACH, BUT PREPARE FOR THE FUTURE: Currently, classroom courses make up more than 80% of APCHQ’s training services. With that in mind, it was essential that the association’s new LMS provide effective support for ILT courses.

“Classroom courses will always be an important part of our business,” says Richard. “But over the next few years we want to offer many more eLearning courses as well, so members can choose the training format that meets their needs. It’s the 21st century, we need to be able to offer more choices, more flexibility.”

THE SOLUTION: A User-Friendly LMS to Support & Empower Regional Offices

One of the things that made Docebo stand out for Richard was the user interface. “We liked the design a lot,” he remembers, “Compared to what we had seen, Docebo was very interesting, very visually appealing.”

Of course, finding a system that supported their current training approach was also critical. “Docebo was the LMS offering the best tool for classroom courses,” says Richard. “That’s one of the reasons we selected it.”

Richard’s other requirement was a solution that would work with his organization’s structure. “Our structure is very particular,” explains Richard. “There’s a main office, but all of our regional offices are very independent.” Richard wasn’t going to compromise on a solution that would require him to change an approach that was working well for his team.

SHARED ADMINISTRATIVE FUNCTIONALITY: Richard envisioned a learning management system that was structured in such a way that he could delegate some of the administration in order to empower his regional offices to continue operating effectively on their own. Docebo had no trouble delivering.

“I told Docebo that I wanted to manage this platform, but I also wanted all of my regional offices to be able to manage their own training offerings,” says Richard. “They know their members’ needs and requirements so they can establish what kind of courses they want to deliver based on that knowledge.”

Docebo allows APCHQ’s regional offices to independently manage the classroom training they offer their local members. Richard then manages a central catalogue of all eLearning courses and webinars.

The shared responsibility was easy to set up within the system and has kept things running smoothly for Richard and his team, without unnecessary disruption to their established processes.

ECOMMERCE: “Today’s best practice is to allow users to enrol and pay for training courses online,” Richard states simply. “But before Docebo, everything was done mainly over the phone or in person. We needed a solution that would enable us to move these processes online.”

In the move from a manual approach to one powered by an LMS, Docebo’s Paypal integration proved to be a perfect fit. “We liked the layout, the way people can enroll in and purchase a course in one place with no disruption,” says Richard.

The Docebo integration with Paypal allowed APCHQ to direct payment to a regional office when a regional ILT course is purchased, and to the head office when eLearning courses are purchased. For the customer, the experience is seamless and they get just one bill.

With a training audience that is not necessarily tech-savvy, that user-friendly experience is something that has been critical for APCHQ as they’ve worked to move these transactions online and make receiving payment more scalable.

THE RESULTS: Saving Time & Exceeding Expectations

“The construction industry is a really down- to-earth industry. People are hands-on,” Richard says. “I told my people, ‘Let’s be very conservative, maybe you’ll see 10-15% of your enrollment move online, the others will still call you and still show up at your office.”

In fact, APCHQ has seen about 50% of their enrollment in regional training move to Docebo, taking a lot of the day-to-day administrative work out of the hands of small regional teams. For the head office, 85% of their course enrollment now takes place online.

“That’s the idea – saving time, being more efficient,” Richard enthuses. “It’s more successful than what I had anticipated. It provides customers with another option.”

It opens up new doors for the APCHQ team as well. “Before, regional offices didn’t provide too many courses because they couldn’t handle the volume of the administration associated,” he says. Now, with Docebo, the team is seeing an increase in their efficiency and are freed up to invest more time increasing both the quality and quantity of the actual courses.

THE FUTURE: Ready to Capitalize on Emerging Opportunities

“Everything is in place now to really be able to lead the market and offer to all members the ability to follow courses here online or in the classroom,” says Richard. He recognizes that many workers in the younger generation are seeking out eLearning as a convenient alternative to classroom training. APCHQ is now set up to deliver to this growing segment of their market.

Richard also anticipates regulatory changes that will provide the association with a valuable business opportunity. “We’re at a crossroads,” he says, explaining that the province is looking into requiring a minimum number of hours that general home builders would need to spend training. “Soon, most builders will have to take this mandatory training and many more will want to stay up to date with the industry’s developments.”

With APCHQ’s approach to training now more efficient than ever, Richard believes they will be the training provider of choice to address this expected increase in demand.

It’s been quite a journey. When the project first launched, there was uncertainty about whether their audience would embrace the new world of online training.

“Everybody said, ‘Oh it’s never going to happen!’” Richard remembers, laughing. “Our board and our regional managers all now truly believe in this LMS and in this new eLearning approach. They’re very positive and see it becoming a core component of our service offering,” he says. “Now they realize that if it’s not us, if we don’t take the lead then somebody else will.”