Introducing Flashpoint
Scaling customer education to empower users
When it comes to empowering customers with the knowledge to detect, prioritize, and remediate both physical and cyber threats, Flashpoint knows that education is key. That's exactly what their customer success team set out to improve when they partnered with Thinkific Plus.
Founded as a data and intelligence company, Flashpoint equips businesses worldwide with contextual and actionable intelligence that teams need to stop threats and reduce risk. To ensure their customers can effectively leverage their powerful platform, Flashpoint relies on a robust customer education program.
Since customer success is critical to Flashpoint's business growth, the company wanted to develop a more sophisticated online education experience that could scale with their growing user base — something they weren't able to achieve with their previous education methods.
Since partnering with Thinkific Plus, Flashpoint has educated over 3,000 users in their products and services, significantly reducing the resources needed for large-scale training.
“Using Thinkific Plus has allowed us to employ our customer education at scale. To date, we have educated over 3,000 users in our products and services. Without Thinkific Plus, it would have taken an immense amount of resources to train our user base.”
From resource-intensive to scalable learning — the evolution of Flashpoint's customer education program
How it began...
Flashpoint's customer education program has evolved significantly over time. Initially, the team experimented with different ways of offering education, such as in-person training and webinars. However, these methods proved to be resource-intensive and difficult to scale.
"Before Thinkific Plus, we explored various methods of offering education. We needed a solution that could help us easily create and launch course content, with a team that was both helpful and responsive," - Explained Grace Tilmont, Flashpoint’s Director of Education Services.
The company ultimately transitioned to an on-demand online training experience where customers could navigate the courses at their own pace. This shift allowed Flashpoint to meet customers where they were and ensure they were developing content that was highly relevant to their goals.
Flashpoint chose Thinkific Plus to set up their online academy in their search for the right platform. The decision was based on several key features that aligned with their needs for scalability, ease of use, and the ability to create engaging multimedia content.
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“We wanted a program that could help us easily create and launch course content that had a team that was both helpful and responsive, and that could help us launch our customer education program at scale. Thinkific did just that.” - Grace Tilmont, Director of Education Services
Elevating the customer education experience
Thinkific Plus as the solution.
When Flashpoint needed to scale their training program while maintaining quality, they found their answer in Thinkific Plus. Here's how the platform transformed their approach to customer education:
- Rapid Implementation: Quickly addressed training challenges without a lengthy transition
- Intuitive Content Creation: Easily translated existing materials into engaging online courses
- Multimedia Integration: Incorporated videos, quizzes, and downloadable resources for diverse learning styles
- Customization: Tailored the platform to match Flashpoint's branding for a seamless client experience
- Scalability: Onboarded new clients efficiently without compromising on training quality
"We find the Course Builder an extremely intuitive tool that allows us to get our content into the platform and launch to our customers in an extremely simplified way,"
- Grace Tilmont, Director of Education Services, Flashpoint.Io
The implementation process was smooth and efficient.
Flashpoint's team:
- Quickly adapted to the platform's robust features
- Designed a comprehensive training program mirroring their software's logical flow
- Ensured easy navigation through training modules
Flashpoint's newfound ability to scale their customer education program was a game-changer. They could now onboard new clients without the constraints of their previous training model, all while maintaining the quality of their instruction.
The platform's flexibility also enabled continuous refinement:
- Regular updates based on user feedback
- Timely revisions to reflect product updates
- Agile response to the fast-paced world of intelligence and risk management solutions
"Building online learning on Thinkific is quite an accessible way to build an online learning platform. It's really easy to break down the kind of content you want to deliver."
- Grace Tilmont, Flashpoint’s Director of Education Services.
Enhancing product adoption and user engagement through education
Plus-Powered Business Growth.
Since implementing Thinkific Plus, Flashpoint has seen substantial improvements in customer onboarding and product adoption. Here's what's changed:
- Self-Paced Learning: Clients access training at their convenience, leading to higher completion rates
- Consistent Quality: Standardized content ensures all clients receive high-quality, uniform information
- Data-Driven Insights: Analytics help identify areas for improvement and proactive support
- Effective Product Usage: Customers can leverage Flashpoint's products more efficiently
- Thought Leadership: Positioned Flashpoint as an industry leader in intelligence and risk management
"Teams that are utilizing the online course have much better buy-in from the get-go. They're able to get more out of the product," - explained Grace Tilmont.
The multi-format approach to content delivery has been a hit:
- Visual learners enjoy video content
- Text-based learners can read detailed explanations
- Downloadable resources serve as quick reference guides
Flashpoint has leveraged Thinkific Plus to create role-specific training paths, ensuring different user groups receive tailored instruction.
For example:
- Analysts: In-depth training on data interpretation
- Managers: Focus on reporting and strategic decision-making features
Looking ahead, Flashpoint is expanding its digital academy to cover the entire customer journey:
- Developing specific use cases and nuanced workflows
- Creating simulations and scenario-based learning modules
- Considering industry-specific courses for various sectors
This forward-thinking approach showcases Flashpoint's commitment to continuous improvement and customer success. They're not just training users; they're building a community of informed professionals in the intelligence and risk management field.
The ripple effects of this successful online training program are felt across Flashpoint:
- Customer Success Team: More time for complex, strategic issues
- Sales Team: Confidently offer comprehensive, flexible training options
- Product Development: Receive more informed user feedback for future enhancements
By leveraging Thinkific Plus to its full potential, Flashpoint has transformed its approach to customer education, driving growth and cementing its position as an industry leader.
"We know that customer education continues after introductory training. As we continue expanding our customer education program, we aim to have a digital academy that covers the entire customer journey, including specific use cases and nuanced workflows."
Flashpoint's Favorite Thinkific Plus Features
Dynamic Course Builder
A critical component of Flashpoint's customer education program is creating engaging, multimedia content. With Thinkific Plus's intuitive Course Builder, the team can easily upload a range of rich multimedia content like videos and create interactive lessons that keep learners engaged.
Customizable Learning Paths
Flashpoint appreciated the ability to create custom educational content tailored to their client's specific needs and learning journeys. This flexibility allows them to provide a more personalized learning experience, enhancing customer success.
High-Volume Course Site
With a growing user base, it was crucial for Flashpoint to choose a platform that could handle their scaling needs. Thinkific Plus allowed them to educate thousands of users without straining their resources, making it possible to deliver high-quality training at scale.
Discover how your SaaS business can leverage education to enhance customer success today.
When your customers win, so does your business.
Platforms like Thinkific Plus are making it easier than ever for growing businesses to build and launch their first customer education academy. With specialized tools for content creation, engagement, and analytics for continuous improvement, enabling your customers and fostering business expansion is more achievable than ever.
Ready to embark on this transformative journey?
Request a demo of Thinkific Plus and start shaping the future of your customer experience today.
2024 Customer Education: Benchmarks and ROI Report
Discover the latest strategies that are shaping the future of Customer Education.
With over 64% of industry leaders now embedding educational programs to enhance customer success and engagement, our report offers a comprehensive look at how these initiatives are influencing key business outcomes and enhancing ROI.
