The Company

CKS Packaging operates 27 manufacturing plants with about 300-400 Microsoft Dynamics 365 Business Central users across English and Spanish-speaking teams. Their system operates a multi-plant manufacturing environment where Microsoft Dynamics 365 Business Central supports core operational workflows across locations and time zones. The organization was looking to shift from reactive support to scalable self-service, enabling IT and training teams to focus on strategic initiatives instead of repetitive user questions.

The Challenge

CKS Packaging needed a way to standardize processes, reduce reliance on support, and make training accessible within the system itself. They previously had only one corporate trainer: responsible for ERP training across all locations, with no centralized SOPs and high volumes of repeat support inquiries. Users defaulted to calling instead of self-serving. The support team spent significant time answering repeated Business Central questions. New hires took nearly two weeks to work independently, while experienced employees lost hours covering training.

The core problems were clear:

Training materials were hard to access.
Knowledge was not standardized.
Spanish translations were manual and time-consuming.
There was no visibility into whether users understood the content.

When the corporate trainer evaluated ClickLearn, three capabilities stood out:

In-app guidance is layered directly inside Business Central.
The ability to test user proficiency on training content.
Automated multilingual support for English and Spanish users.

One of the best parts of implementing ClickLearn is that it has given us the opportunity to create and deploy consistent training across the enterprise regardless of the user’s location. CKS has facilities across the country, so it can be difficult to get new processes and procedures out to all locations in a timely manner. ClickLearn gives us a tool that allows us to show the change, inside of the ERP, rather than on a flat document or as a follow the leader exercise.

The Solution

CKS Packaging treated this as an operational shift, not just a software rollout. The implementation followed three focused phases:

Phase 1: Content Creation

Subject matter experts were interviewed to identify critical Business Central workflows.
Standardized process flows were developed inside ClickLearn.
Content was reviewed and approved before publishing.

Phase 2: Platform Setup

ClickLearn UXP – the User Experience Panel – was installed as an in-app help extension inside Business Central.
A branded 24-7 learning portal was created to centralize training resources.
Multilingual content was configured for English and Spanish users.

Phase 3: Rollout and Launch

UXP was introduced first at the most critical plants.
End-users received in-person training and were directed to consult in-app help before reaching out to support.
UXP was positioned as the official training destination across the organization.

This was intentional change management. Users were not just given access, they were guided to adopt a new behavior. Instead of calling the trainer, they were shown that the closest thing to direct support was already inside the system.

Within weeks, the shift became visible and support requests began to change. Instead of asking how to perform tasks, users began requesting new content to be added to the platform.

Since implementing ClickLearn, I have been able to drive users to the UXP for support, thereby freeing up my time to focus on other priorities, like rolling out our new IT Ticketing Hub, working on 3^rd party integrations that were previously stalled, and creating test scripts for Automation Testing so users are not tasked with pre-update testing.

The Result

The impact was immediate across the plants where ClickLearn was deployed and the numbers are impressive. ClickLearn UXP was rolled out across 11 of CKS Packaging’s 27 plants.

Before ClickLearn:

Training pulled employees away from their core responsibilities.
Learning happened in fragments, often interrupted.
Errors required follow-up from support teams.

After ClickLearn:

Supporting nearly 100 active users in two languages.
Employees had structured onboarding guided by the corporate trainer.
In-application support reduced interruptions.
Value contribution began within days, not weeks.
New hire onboarding reached productivity in days vs. weeks.
Saving an estimated $1332 per new hire.

With a scalable training model now in place, CKS Packaging is equipped to support future growth without increasing support burden. The platform did not replace expertise, it expanded it. As CKS Packaging prepares to launch a new Houston plant, the ClickLearn platform, with its in-app guidance, is already part of the operational foundation. The content is built, and the framework is proven. Expansion is now focused on rollout, not reinvention. CKS is planning on opening a new plant in Houston, TX and the UXP will be integral for those brand-new users, with the content already built and ready to deploy.

We will soon be opening a new plant in Houston and the UXP is going to be paramount for those brand-new users! The best part is that the content is already there, so I’m excited to introduce our new team members to this amazing training support tool!