50,000+
learners
250+
customer accounts being trained
Fewer
customer support tickets
Industry: Aviation, Software
Use Case: Customer Training, Employee Training, Subcontractor Training, Service Training
Products: Litmos LMS, Litmos Training Content, Litmos API
Customer Since: 2017
NAVBLUE is a leading services company, fully owned by Airbus, dedicated to Flight Operations solutions and services for airlines and aircraft operators, on the ground and onboard.
NAVBLUE combines aircraft manufacturer expertise, flight operations know-how, and agile development to enhance operational efficiency, optimize resources, and increase productivity, for safer and more sustainable aviation. NAVBLUE delivers a reliable, optimum, and customized user experience to more than 600 customers worldwide, in a range of areas, including digital cockpit operations, Operations Control Centre (OCC) systems, Flight Ops Engineering, and Performance Based Navigation (PBN).
NAVBLUE employs 500 employees spread across the world, with offices in Canada, France, Poland, Singapore, Sweden, Thailand, UK, and US, as well as representatives in several other countries across the globe.
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.
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. NAVBLUE knew they had to revolutionize their training strategy if they wanted to keep growing and driving customer retention. Enter the NAVBLUE Academy (NBA) training team of Instructional Designers who implemented the Litmos learning management system (LMS).
The main audience for NAVBLUE Academy training content is their customers, who are global airlines. Secondary audiences include all NAVBLUE employees who need access to all the content available to NAVBLUE customers. Accessing NAVBLUE Academy allows employees to see how their customers are trained and assist those customers in learning more about the NAVBLUE products.
According to Erica Marten, Head of CX Process Optimization Strategy & NAVBLUE Academy, “To make learning easier for our customers, we have taken a micro-learning-object (MLO) based approach. 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).”
Taking this approach has allowed NAVBLUE to accelerate their customer training goals which ensures customers:
When asked “Why Litmos” Marten stated, “In addition to the ability to share content across multiple locations and the ability to take the micro-learning object-based approach, we also chose Litmos because of:
…We also chose Litmos because of ease of implementation and seamless integration with our eLearning content.”
The NAVBLUE Academy team’s content has successfully trained more than 50,000 customer learners and more than 2,000 internal employees globally with a small but mighty team of 3 full-time Instructional Designers. To achieve strong training results, NAVBLUE Academy relies on Litmos features such as Certificates for self-enrollment, Bulk Import for people and course completions, Team Admins/Permissions and Roles, Reporting, the News/Email communication function, and more!
To measure the success of training, NAVBLUE tracks two types of KPIs: customer Return on Investment (ROI) and NAVBLUE internal ROI. NAVBLUE internal ROI measures the number of tickets coming into the support team. NAVBLUE measures overall customer ROI by determining if a customer can work through processes on their NAVBLUE products quickly and efficiently after they have completed their training plan.
According to Marten, “Since implementing Litmos and single-source content creation, support tickets from our customers on functional ‘how to’ questions has decreased significantly. Now our support team can focus on customer software issues instead of training customers on processes.”
In addition to successfully training more than 52,000 learners, 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.
Marten had this to say when discussing how the NAVBLUE Academy training team has created a learning culture: “I have seen a lot of growth and engagement both internally and with our customers. The NAVBLUE Academy team has definitely created a brand for ourselves. We are continually leveraged as part of new employee onboarding and to create internal training courses, even if that is not our primary mandate. The NBA team and our content is being talked about with customers as part of their customer onboarding and delivery process.”
Aside from customer and internal ROI, another KPI that NAVBLUE measures is their customer feedback via feedback surveys. “We have a list of questions, with the main one being, ‘What is your overall satisfaction rating with this training course?’ There are 5 options to choose from: Very Dissatisfied, Dissatisfied, Neither Satisfied nor Dissatisfied, Satisfied, Very Satisfied. Our goal is to have at least 75% of the overall course rating in the top 2 box scores- Satisfied and Very Satisfied. We take the time to read all unprompted comments provided and we make necessary changes to the courses based on comments or if the top 2 box score rating is below 75%,” explains Marten.
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.
Marten continued, “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.”
Litmos has helped us…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.”
As they head into a new year, NAVBLUE is looking to grow their company and training program even more and hopefully explore Litmos’ eCommerce capability. “Our training offering and courses will continue to grow in line with new products being developed as well as ongoing releases to existing NAVBLUE products. As the last 7 years have shown steady growth in the number of active users in the LMS, we anticipate that growth to continue as we onboard and deliver NAVBLUE products to new and existing customers,” says Marten.
We look forward to continuing a strong and mutually beneficial partnership with the NAVBLUE team as they continue to excel with Litmos LMS and Litmos Content!
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