Challenge
Scaling Customer Education in a Regulated Industry
MasterControl’s product is powerful and essential for industries that operate under strict regulations. However, this complexity also makes it challenging for customers to adopt quickly and use effectively without a lift from the MasterControl team.
"We want to make it as easy as possible for customers to learn the product,” said Keith Gibson, VP of Product Education at MasterControl. "But the big theme for us is self-sufficiency. We know there’s going to be a lift, but reducing the burden on our team is key.”
Initially, MasterControl was using a legacy LMS that was inflexible and didn’t provide the depth of data they needed. “The data we could collect was very thin,” Keith explained. “We could see course completion, but there wasn’t much beyond that. Our customers wanted more insights, and so did we.”
The old LMS also couldn’t provide personalized learning paths or adapt to the specific needs of different customer roles. “Everyone saw the same content, regardless of the products they were using or what they needed to know,” said Keith.
Solution
Switching to Skilljar for a More Flexible, Data-Driven Learning Experience
MasterControl’s search for a new LMS led them to Skilljar, which offered both the customization they needed and the ability to collect richer data. A critical feature for them was Skilljar’s catalog pages, which allowed them to organize content by customer needs and product areas.
“Catalog pages were a huge selling point,” said Katherine Crites, Senior Manager of Learning Design. “We could put different types of content from different departments in one place, so a customer could have a one-stop-shop for everything they need.”
With Skilljar, MasterControl was also able to integrate with their existing tech stack, including Salesforce, Pendo, and Domo, which made tracking customer behavior and training progress far more efficient. "We can now build a sophisticated map of customer behavior and track their journey—from using the product to interacting with training and calling support," Keith explained. This has allowed them to design better interventions when customers need additional help.
Key Takeaways for Other B2B Education Teams
- Think Bigger Than Just Replacing Your LMS:
"We came into the process thinking we’d simply replace our LMS, but we ended up completely rethinking how we deliver training,” Katherine said. "Skilljar allowed us to be more creative and flexible than we initially thought." - Start with Customization in Mind:
“Don’t be afraid to customize the system to meet your needs,” Katherine advised. "With Skilljar, we could tailor our learning experience to match the exact needs of our users, and that’s been a game changer for engagement." - Involve Technical Teams Early:
"If I could go back, I’d bring our Skilljar technical resources into the process even sooner," said Keith. "Having the technical expertise on board early made the implementation much smoother and faster." - Use Data to Drive Continuous Improvement:
"With better data insights from Skilljar, we’re able to continuously improve our courses based on how customers are engaging with them," said Katherine. "We can track what’s working and what’s not, and make adjustments quickly."
Results
Personalized Learning, Increased Self-Sufficiency, and Better Data
With Skilljar, MasterControl’s customer education program transformed in a number of ways:
- Personalized Browse Library Page: By integrating with Salesforce, Skilljar allowed MasterControl to show customers only the content relevant to the products they purchased. “Customers can now see exactly what applies to them, based on their role and the products they use pulled from our Salesforce integration,” Katherine said.
- Reducing Support Tickets: One of MasterControl’s main goals was to reduce the need for customers to call support. "If customers know how to use the product, they’ll be in there using it," Keith said. "We’ve already seen a reduction in the number of support calls, which tells us our training is working."
- Better User Engagement with Micro-learning: MasterControl also leaned into microlearning, offering short, focused modules and video walkthroughs. “Customers love the short video walkthroughs. Our customers overwhelmingly prefer video for quick, digestible lessons,” Keith admitted.
- Knowledge Checks That Drive Retention: In addition to video walkthroughs, MasterControl added knowledge checks at the end of each course. “I was surprised by how many customers wanted more quizzes. They love the validation that they’ve learned something, and it helps them retain the information,” Katherine shared.
- Global Scalability: As MasterControl continues to expand globally, they are working with Skilljar to roll out content in multiple languages. "MasterControl’s product supports 12 languages, and with Skilljar’s language packs, we’ll be able to provide the same seamless experience to our global customers," said Keith.
What’s Next: From Support Reduction to Global Expansion
MasterControl’s experience highlights how a flexible, data-driven LMS like Skilljar can transform a customer education program. By focusing on personalization, reducing support dependency, and providing multiple learning formats, MasterControl has positioned itself as a leader in customer education within its industry.
"We’ve already seen huge benefits in the first few months, and we’re excited to keep growing and improving our program," Keith said. "Skilljar has helped us think bigger, work faster, and ultimately deliver a better experience to our customers."