Key Takeaways
CKS Packaging faced significant challenges in scaling ERP training across its 27 manufacturing plants, where a single corporate trainer managed multilingual teams using Microsoft Dynamics 365 Business Central. The absence of centralized standard operating procedures led to inconsistent training, a high volume of support requests, and lengthy onboarding processes. By implementing ClickLearn UXP as an in-app training tool across 11 plants, CKS achieved a 75% reduction in internal support inquiries, a 79% faster ramp-up time for new hires, and significant savings in onboarding costs. This transition allowed the organization to shift from a reactive support model to a self-service, scalable training approach, empowering employees and enhancing operational efficiency.
Action Items
- Consider implementing in-app training solutions like ClickLearn to standardize ERP training.
- Assess your current training processes and support queries to identify areas for improvement.
- Explore automated multilingual support to cater to diverse workforce needs.
- Focus on creating a centralized training resource to streamline onboarding and knowledge sharing.
- Monitor the impact of training changes on support inquiries and employee productivity to measure success.
Standardizing ERP Training: Transforming ERP Adoption at Scale
CKS Packagingย operatesย 27 manufacturing plants withย 300-400ย Microsoft Dynamics 365 Business Central users across English and Spanish-speaking teams.ย Their challenge came from looking to scale with oneย corporate trainer leading ERP training across all locations and no centralized SOPs in place.ย The organization faced inconsistent training outcomes and a high volume of repeat support requestsย across multiple locations.ย
By deploying ClickLearn UXP as an in-app training and guidance platform across 11 plants, CKS Packaging achieved:ย ย
- 75 percent reduction in internal Business Central support inquiriesย
- 79 percent faster new hire ramp-up timeย
- $1,332 savings per new hire in onboarding costsย
- Standardize ERP processes across multilingual teamsย
The organization shifted from reactive support to scalable self-service, enabling IT and training teams to focus on strategic initiatives instead of repetitive user questions.
Turning ERP Complexity to Consistency
CKS Packagingย operatesย a multi-plant manufacturing environment where Microsoft Dynamics 365 Business Central supports core operational workflows across locations and time zones. The system is used daily by a large, multilingual workforce, including both English and Spanish-speaking teams.ย
ย There was one corporate trainer responsible for all ERP training.ย
- No centralized SOPs.ย
- Processes varied by plant.ย
- Support requests were constant.ย
ย
Users defaulted to calling instead of self-serving. The support team spentย significant timeย answering repeated Business Central questions. New hires tookย nearly twoย weeks to work independently, while experienced employees lost hours covering training.ย
ย The model worked, but it did not scale.ย CKS Packaging needed a way to standardize processes, reduce reliance on support, and make training accessible within the system itself.ย
Why CKS Chose an In-App Training Model
CKS Packaging did not just need better documentation. They needed training that worked inside Business Central, not outside of it.ย
The core problems were clear:ย
- Training materials were hard to access.ย
- Knowledge was not standardized.ย
- Spanish translations were manual and time-consuming.ย
- There was no visibility into whether usersย understoodย the content.ย
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When the corporate trainer evaluated ClickLearn, three capabilities stood out:ย
- In-app guidance is layered directly inside Business Central.ย
- The ability to test userย proficiencyย on training content.ย
- Automated multilingual support for English and Spanish users.ย
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The turning point was accessibility.ย ย Users would no longer need to search for PDFs or wait for someone to respond to an email. Guidance would appear inside the workflow in the moment of need.ย
Asย Shamekaย laterย reflected:ย ย
ClickLearn was not positioned as another training tool. It was introduced as the centralized training destination across the organization.ย The goal was simple. Shift from one-to-one dependency to self-service at scale.ย
Implementation and Change Management
CKS Packaging treated this as an operational shift, not just a software rollout.
The implementation followed three focused phases:
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Phase 1: Content Creation
โ Content expertsย were interviewedย toย identifyย critical Business Central workflows.
โ Standardized process flows were developed inside ClickLearn.
โ Content was reviewed and approved before publishing.
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Phase 2: Platform Setup
โ ClickLearn UXP was installed as an in-app help extension inside Business Central.
โ A branded 24-7 learning portal was created to centralize training resources.
โ Multilingual content was configured for English and Spanish users.
ย
Phase 3: Rollout and Launch
โ UXP was introduced first at the most critical plants.
โ End-users received in-person training.
โ Directed to consult in-app help before reaching out to support.
โ UXP was positioned as the official training destination across the organization.
ย
Within weeks, the shift became visibleย andย Support requests began to change. Instead of asking how to perform tasks, users began requestingย new contentย to be added to the platform.
Measurable Enablement Impact Across 11 Plants
ClickLearn UXP was rolled out across 11 of CKS Packagingโs 27 plants, supportingย nearly 100ย active users in two languages.ย The impact was immediate and measurable.
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75% reduction in internal Business Central support inquiries
The support team reported a significant drop in repeat user questions. Employees were accessing in-app guidance first instead of contacting IT.
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79% improvement in new hire ramp-up time
Before ClickLearn, new ERP users requiredย nearly twoย weeks to work independently. After rollout, employees were performing system tasks within three days.
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$1,332 saved per new hire in ramp-up costs
Previously, a new employee earned wages during training without contributing measurable value. At the same time, experienced employees were paid overtime to catch up on work delayed by training responsibilities. With ClickLearn, thoseย additionalย labourย costs wereย largely eliminated.
ย
The shift was not only financial. It was operational.
ย Since rolling out the UXP, our support team reported a reduction in internal queries on BC which has allowed them to dedicate more time to other important projects and Users no longer have to wait to process answers.
Shameka Howell, Corporate Trainer at CKS Packaging
Before ClickLearn:ย
- Training pulled employees away from their core responsibilities.ย
- Learning happened in fragments, often interrupted.ย
- Errorsย requiredย follow-up from support teams.ย
ย
After ClickLearn:ย
- Employees had structured onboarding guided by the corporate trainer.ย
- In-application support reduced interruptions.ย
- Value contribution began within days, not weeks.ย
ย
The organization had moved from reactive support to scalable enablement.ย
Strategic Impact and Future Expansion
Before implementing ClickLearn, the corporate trainer told leadership that if they invested in the platform, it might replace the need for her role.ย ย
ย
The oppositeย happened. Byย shifting day-to-day Business Central questions to UXP, she offloaded repetitive support and reclaimed time for higher-impact work. Instead of answering the same user questions, she focused on:
ย
ย
- Implementing a structured ticket tracking system
- Automating testing to remove manual validation from end users
- Supportingย additionalย systems such asย WebTMA
- Standardizing processes across plants
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ย
ย
Training moved from reactive troubleshooting to structured enablement.
ย
Shamekaย described the impact clearly:
ย The platform didnโt replace expertise; it strengthened it and made it easier to scale. ย
As CKS Packaging prepares to launch a new plant, there is a genuine sense of excitement about the growth ahead. The team is continuing to lean into the ClickLearn platform, using its in-app guidance as a core part of how they support employees andย maintainย consistency across locations.
We will soon be opening a new plant in Houston and UXP is going to be paramount for those new users! The best part is the content is already there, so Iโm excited to introduce our new team members to this amazing support training tool!
Shameka Howell, Corporate Trainer at CKS Packaging
Conclusion
CKS Packaging didnโt just solve a training problem, they built a scalable foundation for how knowledge is delivered, accessed, and applied across the business. By embedding guidance directly into Microsoft Dynamics 365 Business Central, they eliminated dependency on one-to-one support, standardized processes across plants, and enabled employees to become productive faster, regardless of location or language.
ClickLearn is the best assistant Iโve ever had!
Shameka Howell, Corporate Trainer at CKS Packaging
Ifย youโreย looking to reduce ERP support burden,ย eliminateย inconsistent training across sites, and give employees a faster, more confident way to learn directly inside the systems they use every day, this is where meaningful change begins. Organizations like CKS Packaging are using ClickLearn to transform onboarding from a slow, support-heavy process into a scalable, self-service experience that drives consistency across teams, locations, and languages. If youโre like to learn more about the CKS Packaging Case Study, click here.
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Beyond reducing repetitive support tickets, companies also see faster employee ramp-up, improved process compliance, lower onboarding costs, and a significant shift in how internal teams spend their time.ย Ifย youโreย ready to standardize training, improve user adoption, and empower your workforce with in-app guidance that delivers, click here to book a demo with our team and see how ClickLearn can support your organizationโs growth.
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