How DuraServ Creates
Better Training Content
in Half the Time​

DuraServ’s previous content creation process consumed a great deal of time and resources. According to Creighton Hulse, L&D Manager at DuraServ: “We would have to coordinate a screen recording, give it to a video editor for cleanup, have a third-party voiceover artist record the audio, then create a PDF document of the process along with a knowledge check at the end. It involved more people and a lot more time."

The team at DuraServ heard that ClickLearn was tightly integrated with Dynamics 365 and came highly recommended as a tool to assist in rapid user adoption. They gradually customized Dynamics 365 for each department and role and tested it in a sandbox environment. The resulting user feedback helped them ensure optimal results. Once development stabilized, they were able to quickly create training content in half the time. Their ClickLearn-produced content incorporated these company-specific customizations, preparing preparing them for a phased, office-by-office Dynamics 365 rollout and the associated training.

With ClickLearn, multiple people can contribute to the development of a piece of content. “Our Sales and Coordinator SMEs (Subject Matter Experts) created the original recordings. We used the collaboration tools within ClickLearn to create notes, color-coordinate the development stages, and perfect the content before publishing,” Creighton notes.

Thanks to ClickLearn’s built-in monitoring and evaluation of user content consumption, DuraServ’s Learning & Development team alongside their Training Department can see how employees are coming along with their training and offer assistance as needed. Creighton says: “I created a dashboard to see who’s doing what, and how often, or if they’ve even logged in recently.” ClickLearn replays recorded processes and captures updated screenshots, automating much of the work required to keep training materials current.

Creighton comments: “I can run the module through ClickLearn to update the content, send it over to one of my SMEs to ensure the content accurately reflects the user experience, and then publish it. One of the bigger benefits of ClickLearn is that it’s given us a workflow for content creation and updates. It’s a seamless process.” Creighton estimates that their former process might have required a full-time employee as much as two weeks to update their training materials. With ClickLearn, he says, that could be reduced to as little as two days.

ClickLearn’s functionality has impressed everyone at DuraServ. They’re examining the possibility to expand its use beyond Dynamics 365 to train employees on standard operating procedures for the company.

Would DuraServ recommend ClickLearn to others? “Yes!” says Creighton. “With something as complex and customizable as Dynamics 365, the ability to automatically update training materials is a huge benefit."

In summary, ClickLearn played a critical role in the rollout of Dynamics 365 across DuraServ’s 30 offices, facilitating rapid user adoption of their new software, which drives a much higher return on their investment.

Additionally, giving users instant access to training when they need it most helps them find answers faster while reducing the burden on support staff. With ClickLearn, DuraServ has a scalable training solution that will continue to support its teams for years to come.