CKS Packaging, Inc Cut ERP Support Hours by 75% Across 11 Plants
By deploying ClickLearn UXP as an in-app training and guidance platform across 11 plants, CKS Packaging, Inc achieved standardized ERP processes across multi-language teams.
79%
faster onboarding
~$1,332
saved per new hire
100
active users
Company Name
CKS Packaging, Inc
Industry
Plastics Manufacturing
Headquarters
Atlanta, United States
Company size
3000 employees
Year founded
1985
Integrations:
D365 BC / NAV
Website
CKS Packaging, Inc
->
Customer Case Story
Download PDF
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Challenge
Making complex ERP feel consistently simple
CKS Packaging, Inc needed a way to standardize processes, reduce reliance on support, and make training accessible within the system itself. They'd 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 relied on support calls instead of self-service. The support team spent significant time answering repeated Dynamics 365 Business Central questions. New hires took nearly two weeks to work independently, while experienced employees lost hours covering training.
To simplify the learning process, CKS chose an in-app training model. Here's why:
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Training materials were hard to access
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Knowledge was not standardized
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Spanish translations were time-consuming
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Limited visibility into user adoption
When CKS Packaging evaluated ClickLearn, three capabilities stood out:
A structured learning program, well received by end-users
The ability to test user proficiency on training content
Multi-language translation capabilities and in-app help guidance
That's one of the things I really like about ClickLearn. It does a great job of standing in the gap between the user and the instructor, trainer, or support team. ClickLearn covers every mode of learning. There's a video you can watch and follow along step by step, and it includes video guidance if you're an auditory learner.
Shameka Howell
Corporate Trainer at CKS Packaging, Inc.
Solution
Approaching implementation as an operational shift
ClickLearn was introduced as the centralized training destination across the organization. The goal was to shift from one-to-one dependency to self-service at scale. CKS Packaging implemented ClickLearn UXP to bring training directly into Business Central. Instead of relying on external documentation, users could access step-by-step guidance in real time, embedded within their workflow.
Training content was standardized across plants and automatically available in both English and Spanish. A centralized learning portal ensured consistent access to resources, while built-in testing capabilities helped validate user proficiency. Content was developed with subject matter experts (SMEs), and ClickLearn was introduced as the official training source. Users were encouraged to rely on in-app guidance before contacting support.
Phase 1: Content creation
SMEs were interviewed to identify critical Business Central workflows, followed by the development of standardized process flows within ClickLearn. Once created, the content was reviewed, refined, and approved by stakeholders before being published.
Phase 2: Platform setup
ClickLearn UXP (User Experience Panel) was installed as an in-app help extension inside Business Central, providing users with immediate access to guidance within their workflows. A branded 24/7 learning portal was created to centralize training resources, with multi-language content configured to support both English and Spanish users.
Phase 3: Rollout and launch
UXP was initially introduced at the most critical plants, where end-users received in-person training and were encouraged to use in-app guidance before contacting support. Over time, UXP became the organization’s official training destination, providing a consistent and centralized resource for users across the business.
I got ClickLearn up and running. Now all the users have a platform that they can go to. I spend so much less time on the phone, on Teams, or going over to a plant.
Shameka Howell
Corporate Trainer at CKS Packaging, Inc.
Results
Measuring impact across 11 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
Employees get structured onboarding guided by the corporate trainer
Value contribution began within days, not weeks
100 employees get answers in the moment, in their language
The support team came to me saying 'are we ever getting rid of these user knowledge questions'? After rolling out the UXP, the support team reported a reduction in internal queries on BC by at least 75% and employees no longer have to wait for answers they need right now.
Shameka Howell
Corporate Trainer at CKS Packaging, Inc.
A model designed to scale in the future
With a scalable training model in place, CKS is equipped to support future growth without increasing support burden. The platform didn't replace expertise, it expanded it. As CKS 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 about scaling the rollout, not starting over.
ClickLearn is the best Assistant I've EVER had!
Shameka Howell
Corporate Trainer at CKS Packaging, Inc.
Integrations
D365 BC / NAV
Year founded
1985
Company size
3000 employees
Headquarter
Atlanta, United States
Company Name
CKS Packaging, Inc
Industry
Plastics Manufacturing
Website
CKS Packaging, Inc
->
Customer Case Story
Download PDF
->
About CKS Packaging, Inc
CKS Packaging, Inc is a leading manufacturer and global supplier of extrusion/blow and injection molded rigid plastic containers. They operate 26 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.
