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Featured image: Man and woman looking at a computer - Read full post: Onsite Training: A Tool for Customer Success

Onsite Training: A Tool for Customer Success

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Emily Phillips, Customer Success Manager

Onboarding and Training are the responsibility of the Customer Success Team, which consists of CEPS, CCDS, and CDRMS-certified members. One of the key elements of our onboarding process is onsite training. Meeting the customer in their environment to deliver training sessions provides an opportunity for personalized and hands-on support. However, while in-person training offers numerous benefits, it also presents some challenges. In this blog, we’ll explore onsite training for new customers, highlighting its value as a tool for customer success.

Pros of Onsite Training

  1. Personalized and Customized Experience:
    Onsite training allows for a tailored experience that aligns directly with the customer's specific needs and challenges. Trainers can adjust the session based on the team’s expertise, product usage, and business goals. This level of customization leads to more effective learning and ensures the customer gets the most out of the training.

  2. Hands-On Learning:
    One significant advantage of onsite training is the hands-on approach. Customers interact with the product in real-time, gaining practical experience immediately. This type of learning is often more effective than virtual training methods.

  3. Immediate Support and Feedback:
    During onsite training, questions can be answered instantly. This interaction between trainer and trainee allows for clarifying questions, helping to build confidence and competence. This reduces the learning curve, making it easier for the customer to implement what they've learned into their workflow.

  4. Stronger Customer Relationships:
    Engaging directly with customers during onsite training helps to foster a deeper relationship. It’s an opportunity to connect with the customer’s team, understand their pain points, and offer personalized advice. Building a rapport during this process can help in the long run, as the customer may feel more comfortable reaching out for support in the future.

  5. Effective Team Collaboration
    Onsite training encourages team-wide involvement. Since the training happens in the customer’s environment, it’s easier to involve all team members at once, this ensures that everyone is on the same page, improving internal collaboration and consistency in how your product or service is used across the team.

“If I have a problem or question someone is there to help right away. I had to call and leave a message or email somewhere before and wait for a response.”

- Stellyn Bozard, device coordinator
The Medical University of South Carolina

 

Challenges of Onsite Training

1. Scheduling and Time Commitment:
Coordinating schedules for both the trainer and the customer can be tricky. Sometimes, teams are busy with their day-to-day responsibilities, and finding a suitable time for everyone to attend the training can be a challenge. Additionally, the time commitment can be significant, as onsite training sessions may span a day or multiple days, which can be a burden for customers.

2. Risk of Inefficient Use of Time:
Onsite training might not always be as efficient as virtual or self-paced options, particularly if the customer’s team is large. In some cases, the trainer may spend too much time on topics that are not relevant to all participants, leading to wasted time and potentially disengaging attendees.

3. Scalability:
Onsite training is resource-intensive and may require additional virtual training supplementation for larger customers both before and after the official Go-Live.

When Should You Choose Onsite Training?
Onsite training is particularly valuable when:

  • The product or service is complex and requires hands-on experience.
  • Your customer is working with a large team and collaborative learning experience is beneficial.
  • Direct, personalized attention is needed to address specific business challenges.
  • Your company is committed to building strong, long-term customer relationships.

Conclusion

Onsite training offers valuable opportunities for customers to learn in a customized, hands-on way. While it comes with its challenges, especially in terms of scheduling and scalability, it fosters meaningful interactions and drives better outcomes for both your company and your customers.
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