CUSTOMER CHALLENGE

LTPA has steadily grown since it was founded in 2010 and as member numbers increased, this resulted in their existing Learning Management System (LMS) getting clunkier and slower. The LMS was built by an external developer and whenever there were issues, LTPA had to wait for the developer to make the time to fix them. It became clear that LTPA needed a system that they could make changes and updates to themselves.

When LTPA first started looking for a new learning technology solution, the goal was to find a system that could serve as a foundation instead of having to custom-build or program it themselves. Their learning management system needed to be an end-to-end solution that would allow them to control the content in the background, provide insights into the performance of their courses and members, and allow for their e-Commerce activities; all while being approved by the IRS, the State of California and by the Certified Public Accountants (CPA).

Other capabilities LTPA needed their new learning technology to support were easy integration with their Customer Relationship Management (CRM) system, being able to upload continuing education credits to the appropriate governing authorities and running reports showing data per course to help them better understand learner performance.

LTPA was also focused on attracting younger tax professionals and knew that a modern LMS was needed that was mobile friendly so the constituents could work on their course and purchase products anywhere.

SOLUTION

LTPA chose the Docebo Learning Platform because it allowed them to adapt, alter, change, and manage their learning platform as needed. With clients whose education levels range from little formal education and computer skills to well-trained, tech savvy, university graduates, it was important to make sure that users could choose between online learning and traditional classroom settings.

Carlos Lopez, Co-founder and president of LTPA, says the Docebo Learning Platform is user-friendly and allows the creative freedom needed to adapt to all types of learning styles and education levels.

“It is wonderful to have a system that we can grow with, and it grows with us.” Mobile accessibility was also a key factor for LTPA because learners were active on mobile devices and being able to learn on the go was essential.

“Our constituents want to be mobile friendly. If they are sitting at the airport, they want to be able to do something on their mobile devices. That was another reason we were attracted to Docebo. Learners can purchase a course and start learning wherever they are,” says Teena Lopez, Co-founder of LTPA.

During the implementation period, Docebo provided LTPA with training and helped LTPA’s Gen X and Millennial employees understand the skills, knowledge, and tools needed to create and manage effective learning experiences. With this training, LTPA’s employees could manage their learning platform to provide the support and world-class education their users needed.

RESULTS

Before adopting the Docebo Learning Platform, LTPA could not accurately measure ROI because its legacy system didn’t integrate with their other applications.

Docebo’s pre-built, modular system with its open-APIs allowed LTPA to set goals that were not possible before. The company focused first on integrating with InfusionSoft, XERO, Zendesk, Zoom, and, most recently, Shopify.

Integrating all of these functions allowed LTPA to measure its user classification, the number of active users, user activity, feedback and purchases. LTPA uses these analytics to create projections and campaigns, to identify areas of potential improvement, and to implement new protocols for both users and employees.

“I know exactly how many people are on the platform every day,” says Teena Lopez.

“Before, I’d have to do it individually. I wouldn’t be able to understand across the board how many people were in one course, what kind of scores they were getting and what questions they were missing. Now, I can run that report and if a lot of people are missing one question, I can say, ‘this must be a really confusing question, how do we fix it?”

Using their new-found analytics, LTPA has also significantly enhanced the course purchasing experience by leveraging Docebo’s Shopify integration.

“With the Shopify integration, somebody can go on our website and buy something in a couple of clicks and we’re able to track everything. We couldn’t do that with our old system” says Alberto Contreras, Business Analyst at LTPA.

“We can see where people are coming from, if it’s Facebook, Instagram, email, and what keywords they were searching for. Being able to get this granular data gives us the insight to focus on the pages on our website and products that are the most popular.”

When LTPA first implemented Docebo in 2018, they had about 400-700 learners. Now, just over a year in, they have over 7,000 learners in the platform. On top of that, the streamlined course purchasing experience has resulted in a 33% increase in sales. And there looks to be no slowing down, with ambitions to continue growing its learner base and further automating training processes.

“By June 2020, we want at least 15 to 20,000 users, that’s our goal. We also want all our digital operations to be 100% automated, right now it’s probably at around 80%. We have three goals this year, automation, automation, automation,” says Carlos Lopez.