Case Study: Scaling Success: Transforming Onboarding
for a Messaging Support Team
Executive Summary
TrainingPros’ technology client sought to transition support for one of its sub-brands—a tool that helps businesses sell products on online marketplaces—from a specialty team to a business partner messaging (chat) team. The existing onboarding process was informal, relying on side-by-side training with minimal structured learning. TrainingPros was engaged to design a self-directed, scalable onboarding program to ensure new employees could ramp up efficiently with minimal supervisor involvement.
The Challenge
The client’s existing onboarding approach lacked structure, relying on an informal, shadow-based training method. With a goal of transitioning support to a new messaging team, they needed a formalized, largely autonomous onboarding program that:
- Enabled new hires to be fully trained within two weeks.
- Minimized supervisor involvement by reducing the need for hands-on training.
- Supported a 100% messaging/chat support model.
- Prepared employees to use three key systems, including a new chat platform still under development.
- Leveraged existing learning materials while developing new content to fill knowledge gaps.
Additionally, because the team’s headcount remained low, the training needed to be evergreen and easily accessible without requiring frequent instructor-led sessions.
The Solution
TrainingPros partnered with the client to build a structured, self-directed onboarding program that equipped new hires with the knowledge and skills to provide customer support via messaging. The program combined eLearning, job aids, and assessments to create an efficient and engaging learning experience.
Key elements of the solution included:
- eLearning Modules (RISE Courses)
- Seven new eLearning courses developed by condensing and structuring existing content.
- Three extended eLearning courses, focusing on more complex support processes and tools.
- System Training
- Developed training for three key systems, leveraging available content for two systems and built new materials for their new chat tool as it was being developed.
- Job Aids & Quick Reference Guides
- Created four new job aids to support on-the-job learning and reinforce key processes.
- Assessment & Certification
- Designed a Cornerstone LMS exam to validate knowledge and ensure readiness.
- Scalable, Self-Directed Approach
- Structured training to be 90% self-directed, allowing new hires to complete onboarding independently.
- Developed “Meetings in a Box” to provide structured discussion points for supervisors when check-ins were necessary.
The Result
The newly developed onboarding program provided a streamlined, efficient training experience that reduced the reliance on supervisor-led training while ensuring employees were well-prepared for their roles.
- Accelerated time to proficiency, with employees completing training within the two-week target.
- Significant reduction in supervisor involvement, allowing leaders to focus on operations rather than training.
- Stronger knowledge retention through a structured mix of eLearning, job aids, and assessments.
- A scalable and reusable program, reducing the need to recreate content for future hires.
Conclusion
By transforming an informal, shadow-based onboarding process into a structured, self-directed program, TrainingPros helped the client achieve their goal of transitioning support responsibilities while ensuring new employees were set up for success.
Resources Provided
Technology Used
7 Key Design Elements of Successful Onboarding Programs
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