When Logicbox — a CRM provider with highly tailored solutions — needed a more efficient way to train and onboard their diverse customers, they turned to HYFY to help them create customized training materials, fast. The result: An out-of-the-box solution that saw a decrease in the number of hours to train and onboard and an increase in customer satisfaction.
Find an effective, efficient way to train and onboard.
Logicbox provides business operations and customer management software for a range of industries — their modules and applications are customized for each client’s needs. “When it comes to training, we don’t have an off-the-shelf module or system today where we can just create one how-to guide and every customer can use it. Because of that, training can be an arduous process,” says Mike Calvo, director, business development.
Screenshots, documents and cumbersome video tools didn’t fit the bill.
Logicbox found themselves relying on a combination of in-person and phone training sessions, combined with screenshots and paper documentation — none of which was a complete or sustainable way to support their growing customer base. In searching for a solution, Mike considered both Google and Microsoft documentation and collaboration options that would integrate with their existing office suite, but none fit the bill.
Video quickly emerged as the right approach. But the available options were too cumbersome, with multiple plug-ins geared more toward conferencing than true screen recording. Or they were too expensive: slick product demos that not only cost thousands of dollars per month, but wouldn’t be tailored to their customers’ needs.
Logicbox’s need: an easy way to create and share a high volume of custom training and demo videos.
HYFY makes screen recording and sharing simple.
Unlike other screen capture/casting tools, HYFY only takes a few clicks to record your screen as well as audio narration. And sharing is equally easy — no need to worry about storage, transfers and post-processing of giant video files. That simplicity was just what Logicbox needed to support the high volume of training and support necessary for their customers.
Training gets more efficient; customer satisfaction grows.
“We’ve already seen a tremendous amount of value from creating these videos. I can sit down and pump out 10 videos in two hours for a client and send a folder of all their videos in HYFY, with a short video detailing each step,” Calvo says. “And when I get a question over email, I can click a button, create a two-minute video answering the question and send it right over. That’s the kind of thing that actually creates a higher level of customer satisfaction.”
Logicbox has seen a 30% overall reduction in the amount of training time — which Calvo estimates saves thousands of dollars in sales and development manhours for every new customer and each growing user base. This greater efficiency allows Calvo and his team to focus on upselling existing clients and reaching new prospects.
HYFY becomes a sales and marketing tool.
Calvo and his team have discovered that recording and sharing demos with HYFY is a powerful sales tool as well.
“In a sales setting, 50% of the time you’re not talking to a decision-maker. So if I can record that demo and give it to them to share, they can pass it along to that decision-maker who can watch it whenever. And the video they get is custom to their industry and company, and we didn’t have to spend thousands of dollars to create it,” Calvo says.