As the lead of ScienceLogic’s customer and partner enablement program, I designed and launched a new, role-based technical certification program that not only exceeded key performance indicators (KPIs) but also reduced customer support inquiries and became a critical component of our customer retention strategy.
Opportunity
ScienceLogic’s technical certification paths had not been updated in five years, resulting in confusion and dissatisfaction among customers. With a dynamic IT landscape, I identified a need to overhaul the certification program to better meet customer needs and align with our go-to-market (GTM) retention strategy.
ScienceLogic’s technical certification paths had not been updated in five years, resulting in confusion and dissatisfaction among customers. With a dynamic IT landscape, I identified a need to overhaul the certification program to better meet customer needs and align with our go-to-market (GTM) retention strategy.
The team agreed on the following objectives: increase customer engagement through an updated and dynamic certification program, reduce customer support inquiries, and establish a scalable, long-term training strategy for future needs.
Process
I conducted a comprehensive analysis of customer feedback across programs, identifying key pain points: Outdated certification paths that no longer aligned with recent UI and functionality changes, Lack of clarity around existing certification paths, and consistent requests for introductory, foundational training.
I conducted a comprehensive analysis of customer feedback across programs, identifying key pain points: Outdated certification paths that no longer aligned with recent UI and functionality changes, Lack of clarity around existing certification paths, and consistent requests for introductory, foundational training.
To address these paint points, I redesigned the existing certification paths and realigned the learning objectives and content to user needs, collaborating with our design team to develop new, customized learning paths.
We implemented a phased, scalable program evolution strategy, with a tailored change management approach for various stakeholders.
Outcome
- 60% increase in customer engagement KPIs and overwhelmingly positive feedback.
- 300% decrease in support calls related to foundational tasks among new customers.
- 65% of employees became re-certified, demonstrating internal buy-in and program effectiveness.
This launch laid the groundwork for an evolving certification strategy, incorporating new topics and enabling the launch of a Partner-specific learning path. This program not only enhanced customer retention but also streamlined internal training and support efforts, ensuring ScienceLogic stays competitive in a rapidly evolving IT industry.
