Table of Contents
Download the Full Case Study here.
Totango is a composable customer success platform designed to help businesses run and scale their customer journeys. Totango just launched a new customer learning platform called Totango Creator Campus, a self-paced learning platform that allows users to earn “digital badges” for completing courses. This initiative aims to encourage users to take advantage of the free training materials available on the platform.
The goal was clear: they wanted to create a pathway for users to achieve different levels of mastery within the platform. The team at Totango decided to choose Sertifier as their digital credentialing vendor for the Totango Creator Campus, which was designed on micro-credentials from the beginning! The case study is about the effect of digital credentials on brand loyalty.
In this case study, you will read sections from the webinar we held with Kristin Lisson, Director of Enablement & Customer Training at Totango!
Customer Training and Micro-Credentials
The customer success industry is growing rapidly. Therefore customer success training programs are quickly becoming essential to any software company. Many companies have already integrated training into their customer onboarding process and made it an ongoing part of their overall business strategy.
Training your customers can help improve retention rates by providing them with actionable information that meets their needs at the right time. It also helps build trust between you and your customers by giving them the personal attention and creating a more positive experience.
The benefits that digital credentials can provide in creating such an experience are innumerable! Many companies are using digital credentials for onboarding and training, there are some obvious reasons for that:
Mastery
Digital credentials are a powerful way to show someone has mastered a skill. The ability for customers to see what they know, what they can do and don’t know, is an integral part of any learning program. Digital badges help companies track mastery by allowing users to “collect” badges based on their knowledge level or achievements.
They can be shared on social media, used as a badge of honor, and even used in an employee’s resume. When customers earn digital badges or certificates, they feel pride in their accomplishment, which translates into increased loyalty and recommendations for your business.
Encouragement
Digital credentials make it easy to celebrate accomplishments when they happen — whether that means someone has completed an entire course or just completed their first lesson! The confetti moment is a great way to celebrate accomplishments and incentivize your customers to learn more about your product or service.
Promote Advocacy
Digital credentials provide an excellent opportunity for customers to share their accomplishments with others at work or in their personal lives. When people know what others have accomplished, it makes them want to achieve similar results — this is a great way to create advocates for your product or service. Credentials help create advocates for your brand by incentivizing them to recommend your product or service to others.
Social Media Shares
Many of your customers may choose to link their digital credentials directly to social media platforms so that they can share their achievements with friends and family. This helps build enthusiasm for your brand by making it easy for people who have earned a credential from you to talk about their experience online through the platform of their choice (Facebook, Twitter, LinkedIn, etc.).
Totango & Sertifier
For Totango, customer training is not just a tool to build customer engagement; it’s what they do! Totango is a composable customer success platform. They recently launched the Creator Campus, a new customer learning platform that can benefit both their users and anyone who wants to learn more about customer success and improve their skills in this specialization area!
“The first thing we did was to start with a list of all the things we could think of that would make this an awesome experience for our customers. We wanted to ensure we had learning paths for people at every level of their careers – whether they’re brand new or have been in customer success for years.”
Kristin Lisson, Director of Enablement & Customer Training at Totango
At this point, the Totango team decided that the entire experience in Creator Campus should be built with credentials to create a unique earning experience for everyone.
Researching how to find a solution for the credentialing process, the Totango team thought that Sertifier would be the right solution for Creator Campus. The results from this cooperation turned out fantastic for both the Totango team and us!
Totango issued 700+ credentials in a month after Creator Campus was publicly launched!
“Our customers have given us great feedback on campus, the whole program…Badges are just really critical elements in the entire program perception.”
Kristin Lisson, Director of Enablement & Customer Training at Totango
Why Sertifier?
Now that we’ve discussed the fantastic results of using digital credentials for the Totango Creator Campus, how about taking a step back? Why is Sertifier an excellent solution for a customer success training program?
According to Kristin Lisson, here are three features that are both effective in decision-making and most useful during the process:
1- Frictionless
Easy to receive a badge and share it. Badge earners are not required to sign in or create a separate account to share.
2- Design Flexibility
Badge designs align with branding. It’s easy to update badge designs over time as your content evolves.
“We needed a way that it would be easy to update the badge design. As our content evolves as our brand, just to keep the badge’s value in place. And so that was important because we were investing in the design of the badge and that we could swap out that design or elevate it or improve it over time. Other solutions didn’t have that feature; once the badge was issued, that was the design that the person had forever.”
Kristin Lisson, Director of Enablement & Customer Training at Totango
3- Integrations
Issuing badges automatically after course completion with their LMS (Skilljar) via Zapier.
“By using Zapier, we also, at the same time of issuing the badge to the learner, send an automatic notification to our companies to a Slack channel…It’s a great way for everyone to celebrate whenever a customer completes a course. And it’s been one of our most active Slack channels. I think, to everyone’s surprise; it’s really elevated and just generated a lot of enthusiasm for the campus program”
Kristin Lisson, Director of Enablement & Customer Training at Totango
Results
Totango as a composable customer success platform just launched a new customer learning platform called Totango Creator Campus. This self-paced learning platform allows users to earn “badges” for completing courses.
The team at Totango decided to choose Sertifier as their digital credentialing vendor for the Totango Creator Campus, which was designed on micro- credentials from the beginning!
As trainees earn digital badges or certificates on Creator Campus, they find encouragement in their accomplishments, which translates into increased loyalty and recommendations for Totango. Totango issued 700+ credentials in a month after Creator Campus was publicly launched, and Sertifier is happily accompanying them on this path that the Totango team started with enthusiasm to achieve great things!
If you’re wondering how to integrate Sertifier into your business plan, we have a great team looking forward to contacting you!
