Small Team, Big Impact: NAVBLUE’s Scalable Learning Culture with Litmos

Apr 17, 2025 | Articles, Customer Training, Technology Industry

Key takeaways:

  • Supporting more than 600 customers worldwide, NAVBLUE needed to transform its global training as it grew. They company chose Litmos to create a scalable learning culture with consistent, accessible training for customers and employeesalike.
  • Litmos LMS was chosen for its ease of use, mobile accessibility, and scalability.
  • More than 250 customer accounts and several hundred courses were created in Litmos LMS.
  • Support tickets for basic product questions significantly decreased after NAVBLUE implemented training with Litmos LMS.
  • In the future, NAVBLUE plans to expand its training library and explore Litmos’ eCommerce capabilities.

In the fast-paced world of aviation, staying ahead isn’t just about cutting-edge technology—it’s about empowering people. NAVBLUE, a global flight operations solutions provider and Airbus subsidiary, is doing just that. With a lean team and a clear mission, NAVBLUE has transformed training across their business using Litmos. The result? A learning culture that spans employees, customers, and partners—scaling seamlessly across the globe.

The Challenge: Training & Retaining Customers in a Complex Industry

NAVBLUE supports over 600 customers worldwide, delivering tools and services that optimize flight operations, from cockpit solutions to performance-based navigation. But as the company grew, so did the need to provide consistent, accessible training to customers and employees alike.

Prior to investing in Litmos, there was no focus on eLearning nor was there a dedicated team focused on building content for NAVBLUE customers. The NAVBLUE training program consisted of product experts and technical writers creating release notes and lengthy user guides/help files, but there was nothing in place for customers to quickly and efficiently find answers to their product questions. When customers are trying to find a quick answer to their question, the last thing they want to do is search a large user guide to find answers.

Being a large company in a heavily regulated and ever-changing industry, NAVBLUE needed a way to train their customers on proprietary products, train their employees, and create a learning culture, for this, they turned to Litmos.

The Solution: The NAVBLUE Academy + Litmos

To meet the challenge, NAVBLUE launched the NAVBLUE Academy (NBA)—a dedicated team of Instructional Designers focused on transforming learning across the organization. Central to this transformation was Litmos, a powerful Learning Management System (LMS) that checked all the boxes for NAVBLUE:

  • Easy to implement and manage
  • Mobile-friendly and accessible 24/7
  • Seamlessly integrates with custom eLearning content
  • Cost-effective and scalable

But perhaps most importantly, it was intuitive for both learners and admins—essential for a small team supporting tens of thousands of users.

Microlearning, Macro Results

To make learning easier for their customers, NAVBLUE adopted a micro-learning object (MLO) approach, breaking down product training into bite-sized modules.

According to Erica Marten, Head of CX Process Optimization Strategy & NAVBLUE Academy, “we have been able to break down our product training into singular processes and bite-sized pieces of information for ease of learning. Each MLO has a simulation-based eLearning component and a documentation side to it. With the additional method of single source content creation, we’re able to create this content once and publish it in multiple locations (i.e. Litmos LMS, as support portal knowledge base articles, and as content within our product-embedded help files).”

This method delivered powerful benefits:

  • Faster onboarding for customers
  • Reduced support ticket volume (fewer “how-to” questions)
  • Consistent learning experience across all user types

NAVBLUE has more than 250 customers set up in the LMS and several hundred courses they have created from scratch. Litmos has allowed NAVBLUE to easily divide their customers into parent teams with product-specific child, or sub, teams. This has helped build a culture of learning with NAVBLUE customers. “We have set a standard with our customers on how they will be informed of new courses or courses that have gone through a significant revamp/update via the news section and the email communication feature. As NAVBLUE Academy is a tool provided as part of the NAVBLUE employee onboarding, they are aware of our content and brand early on in joining NAVBLUE,” says Marten.

The Numbers Speak for Themselves

Despite having just three full-time Instructional Designers, NAVBLUE Academy has:

  • Trained 50,000+ customer learners and 2,000+ internal employees
  • Supported 250+ customer accounts across hundreds of custom-built courses
  • Significantly decreased support tickets for basic product questions

They track ROI in two ways:

  1. Customer ROI: Are users able to complete tasks quickly after training?
  2. Internal ROI: Are support teams seeing fewer process-related inquiries?

The answer to both? A resounding yes.

Continuous Improvement Through Feedback

Customer satisfaction is measured through regular feedback surveys, with a goal of having at least 75% of responses in the top satisfaction tiers. But they don’t stop at the data—they read every comment and make real changes based on what learners say.

Marten noted that one of the attributes to the NAVBLUE Academy team’s success in both ROI and creating a learning culture among customers is ease of use of the product for both admins and learners. “I had never administered an LMS before implementing Litmos and can now do so seamlessly. This speaks in high regard for the ease of understanding how to navigate it. Also, when we are onboarding new Instructional Designers to the NBA team, the training is not long and tedious to learn how to use the LMS and effectively manage the administration. When new employees join NAVBLUE, it says a lot to the fact that we assign them content to complete, but we don’t receive many questions on how to navigate the LMS,” said Marten.

What’s Next for NAVBLUE?

Looking ahead, NAVBLUE plans to continue expanding its training library in line with new product releases. There’s also interest in exploring Litmos’ eCommerce capabilities to further scale offerings.

With seven years of steady growth under their belt, the future looks bright. NAVBLUE Academy isn’t just delivering training—they’re delivering confidence, clarity, and community to learners around the world.

“Overall, Litmos has helped us realize our knowledge management strategy, assist with support ticket deflection, and continue to grow our customer and employee training offerings. The feedback from our learners has been positive and I look forward to our NAVBLUE Academy team making an even larger impact when it comes to customer training,” notes Marten.

Want to learn more about NAVBLUE’s experience with Litmos? Check out the NAVBLUE case study.

Ready to create your own learning culture with measurable results? Get started with a live Litmos demo today!

Are you a Litmos customer who is ready to share the impact Litmos has made on your organization? Reach out to your CSM to get the process started!