The problem
How training experts reinvented their own learning processes
Bluewater Learning is a leading consulting firm in the learning, talent, and human capital management systems space. By offering expert insight and partnering with top-tier technology platforms, Bluewater has helped over 1,000 clients including ADP, United Airlines, Frito Lays and more maximize their investments in HCM’s and LMS’s. Bluewater Learning is headquartered in Richardson, Texas and has locations worldwide.
To be successful in their approach, it is essential that Bluewater employees maintain expert, up-to date knowledge in a wide range of different softwares which they partner with and use internally to deliver support services to their clients.
“Last Generation” knowledge solutions limited their ability to learn
As experts in the learning and training industry, Bluewater Learning has experimented with just about every digital training solution on the market. Yet, due to the inflexible nature of existing digital walkthrough solutions and the isolated nature of most LMS’s, their team struggled to implement a system that was dynamic enough to keep their entire team up to speed on the rapidly evolving technologies they used on an everyday basis.
Bryan Miller, Senior Director of Business Operations, noticed this challenge first-hand. After valued time was lost cleaning up data entry errors and answering hyper-repetitive process related questions from his team, he knew he needed to make a change. Bryan was worried these inefficiencies were impacting the amount of time they were able to dedicate to billable client hours. When Bryan Miller and his team discovered Spekit at Dreamforce in 2018, they jumped on it and had it connected to their Salesforce within less than 48 hours.
18 MINUTE SETUP 60% REDUCTION IN DOCUMENTATION TIME
With their upcoming system transition from Zendesk to Salesforce Service Cloud, Bryan and his team knew that these inefficiencies were only going to get worse unless they found a better system to share, create and manage knowledge across his teams.
In fact, Bryan’s team plays a central role in creating and upgrading Bluewater’s internal systems. He also takes lead on providing training and system documentation to different teams.
The transition to Service Cloud was an attempt to simplify and improve the support process by moving all customer data onto one platform. However, many Bluewater employees struggled with the new product and needed guidance to complete tasks. As a result, many back-and-forth emails and in-person questions between Bryan and his team resulted in inefficiencies.
