Training time
Customer self-sufficiency
To launch
Tensis has a sophisticated product, and getting customers confident using it required significant face-to-face training.
More than 20 hours could be spent training each new customer, taking time from both the customer and the Tensis team.
The challenge was turning Tensis’ product knowledge into a clear, structured learning experience that helped customers get up to speed and to value faster.
Tensis worked with HowToo to move much of its customer training from instructor-led sessions to structured, self-directed learning.
Tensis brought the product expertise. HowToo brought the learning expertise and platform, helping determine what customers needed to know and the best way to teach it.
The goal wasn’t simply to put existing training online. It was to create a better way for customers to become confident using Tensis.
Customer training dropped from 20+ hours of face-to-face training to under six hours of self-directed learning.
Customers could get up to speed themselves, while the Tensis team spent less time delivering repetitive training and more time helping customers implement the product and get value from it.
No. It lets them spend their time where it matters most.
Customers can learn the fundamentals themselves, freeing the Tensis team to focus on implementation, individual customer needs and helping customers get more value from the product.
It’s a shift from delivering training to helping customers succeed.
Knowledge bases and AI agents are great at helping customers find answers.
But finding an answer isn’t the same as getting up to speed with a complex product.
Structured customer education provides the learning journey, while knowledge bases, AI agents and support provide help when customers need it.
They solve different, but complementary, problems.
Tensis had tried to get its academy up and running before.
Working with HowToo, the academy was live within a couple of months.
One of Tensis’ biggest lessons? Spend time upfront understanding the product, the customer and what people genuinely need to know. Good planning makes implementation much smoother.
Tensis is exploring how structured customer learning can work alongside AI agents.
AI can provide help at the moment of need, while structured learning builds the broader knowledge customers need to use the product successfully.
The opportunity is to deliver the right learning, when and where customers need it.
You don’t need to start with a huge customer academy.
Start where customer training takes the most time or where customers most need help getting to value.
Ask:
Less time delivering training. More time helping customers get value.
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