Learn.com®, the knowledge platform company announced today that Bersin & Associates has completed an in-depth case study of the customer training function at Intuit Inc. (Nasdaq: INTU), a leading provider of business and financial management solutions for small and mid-sized businesses; financial institutions, including banks and credit unions; consumers and accounting professionals. The study called, Next Generation Customer Training, Intuit Adopts LMS to Meet Learning Needs of Multiple Audiences and Business Models, explores how the company uses a single LMS with multiple portals to support different business models for customer training.
According to the study, the typical learning management system (LMS) is designed to address the needs of internal-facing employee development and training, which can lead to functionality issues for companies with strong customer learning programs. The standard LMS usually includes features designed for organizations that assign, track or approve the activities of learners. By contrast, customer-facing training organizations may require robust e-commerce shopping carts and payment systems.
Intuit selected Learn.com due to its adaptable approach, the platform’s inherent ability to strip away employee-focused training functions and the easy-to-use editing tools that allow non-technical users to edit learner pages. A comprehensive RFP process was conducted, but according to the study, most vendors were eliminated early because other vendors were too focused on internal use cases. Learn.com offers “the functionality that could be most easily and quickly reshaped into a customer-focused solution.
Business Results implementing Learn.com
• 90% decrease in negative responses about the training programs;
• 4-6x increase in money spent with Intuit among those who took training;
• 25% fewer support calls from those who took training;
• 98% renewal rate for first time customers among those who took training;
• 26% increase in peer referrals for those who took training;
• 30% increase in small business referrals among those who took training;
• Blending formal and social channels resulted in 600% year on year growth.
About Intuit, Inc.
Intuit, Inc. (intuit.com) is a leading provider of business and financial management solutions for small and mid-sized businesses; financial institutions, including banks and credit unions; consumers and accounting professionals. Its flagship products and services, including QuickBooks®, Quicken® and TurboTax®, simplify small business management and payroll processing, personal finance, and tax preparation and filing. ProSeries® and Lacerte® are Intuit's leading tax preparation offerings for professional accountants. The company’s financial institutions division, anchored by Digital Insight, provides on-demand banking services to help banks and credit unions serve businesses and consumers with innovative solutions.
Founded in 1983, Intuit had annual revenue of $3.2 billion in its fiscal year 2009. The company has approximately 7,800 employees with major offices in the United States, Canada, the United Kingdom, India and other locations.
About Bersin & Associates
Bersin & Associates is the only research and advisory firm focused solely on research in enterprise learning, talent management, and talent acquisition. The company's WhatWorks® membership program offers actionable guidance, improves operational effectiveness, and delivers business impact to companies in all industry segments.
Bersin & Associates research members gain access to a comprehensive library of best practices, case studies, benchmarks, and in-depth market analyses designed to assist professionals in making fast and confident decisions. Members also have direct access to analysts and a wide range of tested tools and models to address both strategic and day-to-day challenges.
More than 5,000 organizations worldwide have used Bersin & Associates' research and advisory services to guide talent and corporate learning strategies. Research areas include planning and strategy, learning programs and delivery, talent management, leadership development and succession planning, talent acquisition, technology and infrastructure, informal learning, social networking, measurement and analytics.
For more information, go to bersin.com or call 561 455 0622 x223.
Learn.com® puts knowledge to work with more than 50 million end users around the globe. Our broad suite of Software as a Service (SaaS) applications can fully automate the employee development lifecycle from pre-hire to retire® within organizations of all sizes, from the growing business with fewer than one hundred employees; to the global enterprise managing internal and external initiatives with millions of users in multiple languages. Learn.com's unwavering commitment to understanding client needs, goals and objectives allows us to partner with our clients to help them realize low TCO and high ROI.
The Learn.com family of solutions includes the award-winning LearnCenter® learning and talent management suite, the WebRoom® Web conferencing suite, the PeopleCenter®, Application Builder, FormFlow® Custom Form Creation and the 1,000 title Learn2.com® online course library.
Don Cook, Learn.com
P: 954-233-4000 x5192
Learn.com, its logo, LearnCenter, WebRoom, PeopleCenter, FormFlow and Learn2 are registered trademarks of Learn.com. All other trademarks are respectfully acknowledged.