Case study · Corporate training
Customers who know how to use what they bought
Software and equipment companies spend a lot of support time on training that could be self-service. This is how we built a training portal with courses, assessments and certificates for customers and partners, integrated with CRM and sign-on.
Project overview
A branded learning portal for customers and partners.
- Industry
- Corporate training
- Client
- Confidential
- Solution
- Training portal
- Platform
- Web LMS
- Timeline
- 12–16 weeks
- Team
- 5 people
- Content
- Video, documents, quizzes
- Integration
- CRM and SSO
- Learners
- Customers, partners
Expected business outcomes
What the client set out to achieve
Support volume and adoption are the measures.
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10–25%
Fewer 'how do I' support tickets
Customers learn from courses instead of opening tickets.
Target range after the portal is promoted
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Tracked
Partner certifications
Certificates issued and visible in the CRM.
Where certification programmes exist
-
Faster
Customer onboarding
Structured courses for new customers.
Measured as time to first key action
Business challenges
Where the client started
Training happens in webinars and support calls.
Training
Live webinars repeated every month.
Content
Videos scattered across YouTube and help pages.
Partners
Certification tracked in spreadsheets.
Support
Basic questions reach support engineers.
Insight
No idea which customers have been trained.
Proposed solution
What the portal covers
Learning that is easy to take and easy to manage.
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Courses
Structured courses with video lessons and resources.
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Assessments
Quizzes and exams with pass marks.
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Certificates
Certificates issued and verifiable online.
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Learning paths
Paths for roles such as admin, user and partner.
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CRM integration
Training status on accounts and contacts.
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Reporting
Progress by customer, partner and course.
Project requirements
What the client asked us for
The request was a learning platform. Its value shows up in support and sales: trained customers need less help and adopt more features.
CRM integration lets account managers see which customers need training.
What the project had to deliver
- 01Self-service courses
- 02Assessments and certificates
- 03Role-based learning paths
- 04Training status in CRM
Key challenges & considerations
What made it harder, and what we did
-
Content that needs updating with each release
What we did
Content updates were planned alongside each product release.
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Single sign-on across systems
What we did
Single sign-on was set up across the systems learners already used.
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Partner access rules
What we did
Partner access was controlled by role.
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Video hosting costs
What we did
Video was hosted with adaptive streaming to keep costs in check.
What we watched for
- Start with the most-asked questions
- Keep lessons short
- Link training to CRM
- Plan content updates with releases
Development process
Content and platform together
The first courses launch with the platform.
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Learning design
Audiences, paths and first courses agreed.
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Platform build
Portal, courses and assessments built.
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Integrations
SSO and CRM connected.
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Launch courses
First courses launched to a customer group.
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Grow
More courses and certification programmes.
Technology stack
Custom learning portal
Branded, integrated and easy for content teams to update.
Front end
- React or Next.js
- TypeScript
- Accessible design system
Back end
- Node.js or .NET
- PostgreSQL or SQL Server
- REST / GraphQL APIs
Cloud
- Azure or AWS
- Managed databases
- CDN
Quality
- Automated tests
- CI/CD
- Monitoring and alerts
Quality assurance & deployment
Tested every sprint, released without drama
Testing ran alongside the build, not after it. Every feature was checked against its acceptance criteria in the sprint it was built in, and releases went through an automated pipeline.
- Automated unit and API tests, run on every change
- Code review by a second engineer before anything was merged
- Feature testing against written acceptance criteria
- Cross-browser and responsive checks on the agreed devices
- Security checks on access, sessions and data handling
Deployment
- 01Launch coursesFirst courses launched to a customer group.
- 02GrowMore courses and certification programmes.
- 03Automated release pipelineThe same build moved from staging to production, with a tested rollback.
- 04Monitoring and warrantyError and uptime monitoring from day one, and six months of free bug fixing.
Final deliverables
Training that scales
Customers and partners learn at their own pace, earn certificates and need less support, and account managers see who has been trained.
Content teams update courses without developers.
- Self-service learning
- Certificates
- CRM visibility
- Fewer basic tickets
Handed over to the client
- 01Production applicationDeployed and monitored
- 02Source codeIn a repository the client can access
- 03Technical documentationArchitecture, setup and deployment
- 04Test suite and pipelineSo later changes stay safe
- 05Six-month warrantyFree bug fixing after delivery
Success metrics
How success is measured
| Measure | Outcome | How it is measured |
|---|---|---|
| Fewer 'how do I' support tickets | 10–25% | Target range after the portal is promoted |
| Partner certifications | Tracked | Where certification programmes exist |
| Customer onboarding | Faster | Measured as time to first key action |
Verified reviews
What clients say about our web development work
Verified reviews from our clients on the same kind of work, published on Clutch.
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Web Development
Custom Web Development for a Software Solutions Company
We can rely on them to handle almost any task with confidence, as they consistently deliver good results.
Casper Hougaard Jensen
CEO & Co-Founder, Iterator IT Jul 2021 – Sep 2022
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Web Development
Web & Mobile App Development for a Software Development Company
They efficiently organized tasks and deliverables while promptly addressing questions.
Damien Retzinger
Founder, Graycore Jun 2021 – Feb 2023
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Web Development
Website Development for a Software Engineering Company
They have a broad understanding of different technologies.
Eugene Bosikov CEO, Ezibeline LLC Mar 2022 – Ongoing Verified review on Clutch (Eugene Bosikov, opens in a new tab)
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