COURSE CASE STUDY
The Company
Left Main REI is a top 1% Salesforce Partner company, primarily serving the complex CRM needs of real estate investors.
My Project Roles
- Analysis
- Copywriting
- Design
- Development
- Video editing
Company
Left Main REI
Year
2024
Analyze
I led the analysis, copywriting, design, and development of this project from end to end. I collected information to inform the structure of the course from Left Main REI customer cases, the Tier 1 Support, Product and Engineering, Customer Success and Professional Services teams.
Challenge
The company was experiencing delayed ticket closure for QuickBooks Online integration cases. There were two primary contributing factors; only one team member understood the integration well enough to set it up and troubleshoot it, and the majority of customers using the integration were under the impression it functioned as a bilateral sync between QuickBooks Online and the Left Main CRM. They also assumed its immediate purpose was for accounting team members.
Additionally, Left Main REI had recently changed their Standard Implementation pricing structure to no longer include the set up of the QuickBooks Online integration. This left a gap for customers who wanted Standard Implementation and the ability to complete setup themselves instead of paying a separate additional fee.
My Solution
I proposed a standalone course with the following goals in mind:
- Enable Left Main REI’s entire team, providing details on business requirements, limitations, target audience, post-install steps and how to use the integration on a day-to-day basis.
- Provide customers with an overview of the QuickBooks Online integration’s purpose, pre-requisites, target audience and limitations before making a purchasing decision.
- Provide customers with all details needed to complete setup themselves, free of charge.
Design
I kicked off a design sprint in conjunction with the impending product update.
Using Asana as a project management tool, I collaborated with the Technical Support Manager, Release Manager and Developer to confirm details on the intended functionality of the integration. I also gathered details on past customer support cases and common misconceptions about the integration to inform the overall structure of the course and knowledge checks.
Develop
I developed this microlearning course from concept through its current state of completion using the SAM (Successive Approximation Model) instructional design model.
Tools
- Articulate Storyline 360
- Adobe Premiere Pro
- Canva
- Salesforce
- Scribe
- Storylane
Demo
Repeat
I actively monitor course enrollment as it compares to the number of customers using the QuickBooks Online integration. I also monitor engagement and feedback submitted via course survey. As technology and websites change frequently, I’ve requested the technical support and customer success teams notify me as changes arise.
