Working With Intellum

We created the “external learning” and customer education space almost ten years ago and today more than 10 million people access the information they need to be more successful at what they do on the Intellum platform.

We believe clients like Google, Facebook, and Amazon choose to work with us because we have better technology and more experience than any other provider in the space - by a long shot.

But there is a more scientific way to compare Intellum to other solutions like content management systems and simple customer training tools that you may have already encountered. According to learning industry analyst firm Brandon Hall, the average NPS score for a learning solution is a negative (minus) 34. On average, learning professionals really dislike the education solutions they have in place today and would not recommend these solutions to other professionals. A lack of innovation and poor customer experiences factor prominently in the scoring.

Intellum’s NPS score is a positive 43. We attribute this drastically better score to our two main internal objectives; deliver the best end-user experience in the Customer Education space and consistently exceed our client’s expectations when it comes to customer experience and support.

This is why we get to brag about our 95% client retention rate.

Once you become an Intellum client, you’re likely to remain a client. Here’s a sneak peak at what it’s like to work with us.

The Dreaded Sales Process

We are not a “close-at-all-costs” sales-driven organization. We hate being “sold” to and we want to simplify our own sales approach so that transitioning from an Intellum prospect to an Intellum client is as painless and positive of an experience as possible. We now think of the sales process in three simple phases: Discovery & Demo, Sandbox Review, and Proposal. During each step of this process, we work with you to understand your challenges and clearly communicate how Intellum can help solve and address them. Here’s what you can expect in each phase:

• Discovery & Demo: The purpose of Discovery is to learn as much as we can about your education initiatives and the challenges your team currently faces. Then we deliver a tailored demo that addresses your specific use case to determine if we are a good fit. .
• Sandbox Review: During Discovery, we identify the components required for a truly awesome sandbox experience. If we decide to move forward together after our initial conversations, we will build you a fully-branded sandbox environment so you don’t have to imagine what your customer education experience will be like on the Intellum Platform - you will be able to experience it for yourself. We load the sandbox up with helpful videos and articles so you can kick the tires and quickly evaluate our platform.
• Proposal: If we move past the Sandbox into the Proposal phase we will provide you with a comprehensive outline of our proposed learning solution and managed services.. Our pricing is clear and simple, eliminating hidden costs and surprises. We will arm you with a deck that helps you communicate our proposed solution and the advantages of working with Intellum to your various stakeholders. And with 20 years of experience working with some of the largest, and fastest moving companies in the world, we will help you manage and secure buy off from Procurement, IT, SEC OPS and your leadership team.

The Intellum Client Experience

Implementations: The client experience begins with Implementation and we believe implementations should be quick and painless. They should not equate to exorbitant fees. Over the last 20 years, Intellum has developed a well-thought-out implementation process that prepares our clients and their environments for a successful launch.

Average Implementation time is currently 60 days.

Every client receives a designated Implementation Specialist

We develop a custom implementation plan that covers your specific users, use cases, configuration, integrations, authentication, content, and reporting requirements.

Implementation includes weekly live check-ins and 1-on-1 training between the client admin and the Implementation Specialist.

Implementation is typically 10% of the licensing fee.

Account Strategy: Before a new client goes live, we introduce the account strategist who begins to work closely with the client and the implementation specialist as we prepare for the launch. This ensures a seamless transition from implementation to live-chat status, at which point your account strategist becomes your partner and guide.

The Account Strategist serves as your day-to-day contact and business impact liaison after the launch.

Account Strategists hold quarterly business reviews, recurring check-ins and strategy sessions with clients that are focused on learning ROI.

Our goal is to constantly talk metrics and best practices that will further move the needle against your unique learning initiatives and business goals.

Best Practices: Because we work with amazing companies like Google, Facebook, Amazon, Mailchimp, Snap, Pinterest, Randstad, and AT&T (to name a few) we can share tons of insight and best practices with our clients. We WANT to help with:

• Content Strategy & Deployment
• Content Organization & Taxonomy
• Creative Execution & Support
• Platform Utilization
• Marketing and Re-engagement Strategy

Intellum Support: The Intellum support team is comprised of full-time employees who take a collaborative and consultative approach to assisting clients, delivering projects and resolving issues. We think about support in two tiers:

Our level one support team rapidly addresses the majority of our client’s ‘help desk’ related needs and leverages Zendesk for a frictionless ticketing experience.

Larger, more complex Level Two projects, integrations and builds are routed immediately to a Solutions Engineer who works closely with the client to scope a project plan that the Solutions Engineer then manages to completion.

Download the presentation below and learn more about how Intellum can help make an exceptional customer education experience part of your company’s brand promise.