CASE STUDY: CUSTOMER EDUCATION
Celonis Doubles their Learners and Increases CSAT to 80%
Dedicated enablement programs for four audiences deliver training to 220k happy learners across 200 countries.
About Celonis
With 3,000+ employees across 20+ regions, and more than 5,000 enterprise deployments, Celonis’ platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. Since 2011, Celonis has helped thousands of the world’s largest and most esteemed companies yield immediate cash impact, radically improve customer experience and reduce carbon emissions.
Leonie Martin, Lead Learning and Enablement Analyst
THE CHALLENGE
Celonis had to pivot away from an internal-focused LMS. They needed stronger eCommerce capabilities, a truly customizable front-end experience, extensibility, and localization.
THE SOLUTION
Today, the Celonis Academy offers education for four separate audiences through Thought Industries’ multi-tenant feature, Panorama. And thanks to the platform’s flexible payment models, Celonis has created a direct revenue stream through certifications, and with deeper integrations and true extensibility, workflows are far more efficient.
The Challenge
The Celonis Academy and Enablement team is responsible for delivering training to a variety of target audiences, including Celonis employees, customers, partners, and students. The ultimate goal of the Academy is to support users in finding success in their roles with Celonis solutions by creating and delivering impactful learning experiences, and each audience has unique needs in terms of training content.
On its previous LMS, Celonis was challenged by an inflexible front-end design, and was aware that the overall development of the platform was targeted towards internal enablement rather than external education use cases. “With growing learner numbers and the increasing maturity of our training offerings, we needed a more scalable LMS that had a strong focus on external audiences,” Leonie Martin, Lead Learning and Enablement Analyst, Celonis, said.
In particular, Celonis Academy was missing:
- Deeper eCommerce capabilities: Celonis was scaling its certification program as a direct revenue stream, and key integrations were missing to enable a smooth eCommerce experience. Integration with payment processing and tax compliant providers were limited, and there was a lot of manual work involved which added friction.
- Customized front-end capabilities: With at least four distinct audiences to serve, and thousands of visits every day in the Academy, Celonis wanted the flexibility to build targeted front-end environments for each audience group to improve the learner experience.
- Localization: On its previous LMS, certain elements were localized, but as its learner base was growing — localization was becoming a priority. Celonis is a global enterprise with business all over the world, and needed to support multiple languages with ease, with a localized front end.
- True extensibility: Another goal for Celonis was better use of API endpoints, enabling automation to reduce reliance on cumbersome processes. In particular, Celonis was looking for a tighter Salesforce integration, with user provisioning and management triggered from Salesforce.
With a focus and a roadmap aligned with customer and external education, deep localization capabilities, strong integrations and a flexibility in front end design, Celonis chose Thought Industries as its strategic LMS partner.
Leonie Martin, Lead Learning and Enablement Analyst
Leonie Martin, Lead Learning and Enablement Analyst
The Solution
A multi-tenant, customized learner experience
Today, the Celonis Academy offers dedicated enablement programs for four audiences through Thought Industries’ multi-tenant offering, Panorama. These programs consist of role- and goal-based training tracks, courses, microlearning videos, articles, webcasts, hands-on training environments, and certification exams.
According to Leonie, “using Thought Industries’ authoring tool, the Academy’s materials are extensive and much simpler to maintain, including easy-to-consume courses and guided tours through the software. Many assets are now available in six languages, across 200 regions.”
Flexible payment models for strategic revenue growth
Early on, Celonis made the strategic decision to offer all of its training content free of charge, recognizing that educated users are more likely to use the software and see its benefits. Exceptions to this model are certifications and end-of-training exams. With a direct Stripe integration, and built-in eCommerce capabilities, paid-for content like certifications have become a direct revenue stream for Celonis. A much smoother eCommerce experience for both the learner and the business has enabled Celonis to facilitate 49,000 partner certifications since the migration.
Integrations and extensibility enable fast and agile growth
“We’re automating a lot more than we ever could in the past, and leveraging integrations to make workflows more efficient,” Nora Stülen, Team Lead, Academy Support and Operations, Celonis, said. “The Salesforce integration has been a huge benefit, we leverage Make for no-code process automation, Zoom for our webcasts, and also the Transifex integration makes localization flows very easy. TI Scorm Connect has helped us to ramp up adoption when users have their own preferences for course integration on their own LMS, or outside of a traditional login environment. These tools are essential for growing our business”.
Communicating ROI to internal and external stakeholders
Celonis is also able to leverage Thought Industries’ Reporting Hub, and integrations with BI 1.0 and 2.0 for reporting and analytics. In the Academy, customers and partners can monitor their learning progress, and internally, Celonis can view dashboards that help the business to communicate the value and impact of their training, to better improve their offerings.
Key wins for Celonis include:
- A flexible and engaging LX: The Academy offers a wide array of training options, from webcasts and VILT, to practitioner exams and hands-on test and play environments.
- Accelerated Academy adoption: Celonis has increased active learners to 220k across four distinct audiences, six languages, and 200 regions.
- Increased customer satisfaction: Proving the value of the revamped Celonis Academy to its learners, CSAT scores have increased to 80% since migration.
“The Celonis software offers more capabilities with every release, so training has never been more important. Nobody can learn everything at the onboarding stage, but just-in-time learning content will offer specific knowledge to users in their moment of need.”
Leonie Martin, Lead Learning and Enablement Analyst