Learning in Focus


in the creation and deployment of IT learning content, Larmer Brown used dominKnow | ONE Capture for the creation of content, delivering 41 software simulations and fie structured learning pathways. Each module included interactive “See It”, “Try It” and “Practice It” experiences, supported by printable guides and a central glossary. The learning content was also published as a searchable knowledge base, providing users with step-by- step guidance live in the application. In addition, Larmer Brown’s Learning Record Store (LRS) enabled HeyCentric to provide each customer with their own branded learning portal. Post-learning, when navigating IM, users can access support from their desktop. The Larmer LRS also delivers


Scaling training for growth


Expansion for one company meant quickly outgrowing its training, turning to Larmer Brown to transform the delivery of support and learning


HeyCentric, a provider of income management solutions for local authorities, was expanding rapidly, but its training model became increainly dificlt to tain By partnering with Larmer Brown, the organisation implemented a digital learning strategy that delivered standardised eLearning, a searchable knowledge base and measurable redction in ort deand


The Challenge Customer onboarding for the HeyCentric Income Manager (IM) application relied heavily on senior consultants delivering “train the trainer” sessions,


consuming valuable specialist time. Without standardised learning materials, trainers often produced their own documentation, leading to inconsistent knowledge transfer and a high volume of support tickets. As more authorities adopted the application, the absence of a scalable, self-service learning solution made it challenging for customers to induct new users efficientl.


The Solution HeyCentric partnered with Larmer Brown to design a digital learning ecosystem built around role-based eLearning and a comprehensive knowledge base. With over 25 years’ experience


extensive analytics through xAPI tracking embedded in the learning content. HeyCentric can now monitor which courses and modules receive the most hits by customer, view graphical representations of activity over time and access consolidated analytics across all customers by course, module and date. These insights help the organisation identify common ain oints refine content and better understand how customers engage with the learning materials.


The Impact The introduction of structured digital learning has transformed HeyCentric’s training model. Consultants spend less time delivering repetitive onboarding sessions and support teams have seen a reduction in basic “how to” queries. The learning resources now play a central role in implementation, testing and ongoing customer support. HeyCentric summarised the impact: “This has become a core part of how we deliver our service. It’s added real value for our customers and for us as a business.”n


larmerbrown.com Special Edition | 43


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76