Cengage Learning

The Challenge

As virtual learning materials, such as online classroom software, become commonplace in the education sector, the need for detailed onboarding processes has intensified. With a vast array of products and platforms, Cengage has thousands of K-12 and higher ed instructors in need of training services every year. To address the high volume of educators looking for thorough tutorials of Cengage products, Partner in Publishing (PIP) facilitates an ongoing, detailed year-round customer onboarding process.

Solution

Working with Cengage, PIP created an exclusive, “guide by your side” program for Cengage: one-on-one, virtual, educational technology training sessions. The goal of this highly personalized approach is to instruct teachers how to maximize the potential of their digital course products. A dedicated PIP trainer provides instructors with the personalized support they need to build confidence in their digital product. The support educators receive includes a variety of services, including virtual onboarding on their digital product from set up, to student registration. If needed, PIP also provides seamless integration of the digital product into the instructor’s learning management system, course customization training, and comprehensive support, guaranteeing satisfaction and success.

Together, PIP and Cengage facilitate an efficient year-round process catering to any customer’s needs:

Cengage Sales representatives submit training requests to PIP on behalf of customers who need support with digital course products
PIP’s flexible scheduling service allows instructors to train at a time that’s convenient for them
Technology training is tailored according to the individual customer’s needs
Trainers provide the sales representatives at Cengage with session feedback and follow-up opportunities for the instructor
Trainers demonstrate onboarding best practices and meet the needs of instructors within 24-48 hours of request
Trainers demonstrate depth of resources to support ramp ups during bi-annual busy seasons in January and August.

Results

The developed customer onboarding process continues to be a success, garnering high praise from educators, sales reps, and product teams.

Our Clients Say

“My trainer was the best! He was very knowledgeable and patient when helping me navigate through the session. I really learned a lot and I was very impressed.”

“It was very helpful. Up to this point I had relied on canned videos or written outline tutorials, and often they did not directly address the questions I had.”