For Customer Success Department
Product Training Website Support Case Studies
Improvement and Creation of Video, Quiz, and PDF Text Evaluations
WingArc1st Co., Ltd.
Customer Experience General Manager
Success Contents Department (As of August 2021)
General Manager Mr. Yukitoshi Aoyagi
- IT & Communication
- Course Material Creation
- Customer Success
- Improvement Content
- : ・Content Evaluation and Improvement Consulting for Customer Success Department
・Content Creation Service for Customer Success Department
Customer Requests Received
Human Science: Please tell us about the mission and duties of the Customer Experience General Manager of Success Contents Department (as of August 2021).
WingArc1st Inc. (abbreviated): At the Customer Experience General Manager Success Contents Department (as of August 2021), we provide training on how to use our products immediately after their introduction to customers. The purpose of this is to help customers understand and solve problems with our products. Our mission is to create opportunities for customers to fully utilize our products and to assist them in continuing to use them.
Previously, product training was conducted in person by instructors, but since 2020, we have been providing online product training through Zoom due to the COVID-19 pandemic.
Human Science Co., Ltd.: Why was e-learning product training developed when there is product training through Zoom?
WingArc1st: Our company provides content such as product manuals, knowledge bases, and tips for product utilization. Within that, product training is designed for customers who are not familiar with the product to learn how to operate it systematically and efficiently, step by step. Product training is conducted online using Zoom, but due to time constraints, it is not available to all customers and partners.
Therefore, we thought about developing training using e-learning technology to provide all customers and partners with the opportunity to learn the product anytime, anywhere, and step by step.
Human Science Co., Ltd.: So, it means that you reached out to us while searching for such a company.
WingArc1st: We have had writers and instructors stationed at Human Science Co., Ltd. since March 2019 to create training materials, providing a sense of security in terms of quality, skills, and project progress.
In the difficult situation of determining what can be done with e-learning, designing a delivery system, creating effective content, and organizing a lineup, we first consulted with them.
Customer Experience General Manager
Success Contents Department (As of August 2021)
General Manager Mr. Yukitoshi Aoyagi
Points of Proposal
Human Science Co., Ltd.: After several meetings, we have made a proposal. Can you please explain the process again?
WingArc1st: We have conducted several sessions with Human Science Co., Ltd. since April 2020. In these sessions, we have discussed the following:
・We are looking for ideas for providing software operation training.
・We would like to know about online training and self-study, and any simple management systems that can be used.
・It is time-consuming to create separate training texts and e-learning texts. We would like to e-learningize with as little effort as possible.
・It is difficult to make significant changes to the current lecture content, so it would be helpful if you could propose ways to divide existing training courses into categories such as "basic," "standard," and "advanced," and classify the content that should be explained in videos.
・We would also appreciate improvement proposals focusing on the use of on-demand videos.
Human Science Co., Ltd.: Based on the request we received, we have proposed to identify the challenges of the overall service and individual content by presenting the effectiveness (searchability, navigation, goal setting), optimization (length, expression), and differentiation from training for existing self-learning content such as videos and PDF booklets.
By the way, have you consulted with any other companies for content creation besides us?
WingArc1st: Although we did gather information, we ultimately decided to leave it to Human Science Co., Ltd., which has writers who understand our products the best.
Human Science Co., Ltd.: The project was kicked off in February 2021 and has now started. Can you tell us about the production overview?
WingArc1st: First, we conducted an analysis and evaluation of existing content, followed by the process of revision, and then the creation and implementation of e-learning content.
We have produced four types of content: videos, quizzes, eBooks, and PDF booklets.
We have entrusted Human Science Co., Ltd. with tasks such as attending video shoots, video editing, quiz creation, eBook production, and implementation of the new system.
In July and August 2021, we released 10 courses of BI tool products, including "MotionBoard" and "Dr.Sum".
The content is now available on our newly launched information site for our customers and partners.
More releases are planned for the future.
Customer Success Academy
https://cs.academy.wingarc.com/
Customer Feedback
Human Science Co., Ltd.: It has only been about six months since we started the project, but how would you rate the communication and quality of work with Human Science Co., Ltd. so far?
WingArc1st: We used to outsource our training manuals, web pages, and videos to different companies, but we felt a burden in managing these projects.
Human Science Co., Ltd. is able to handle all of these media and their representatives manage everything, which has significantly reduced our workload.
We appreciate that they are able to create detailed plans and deliver the final products based on our instructions and requests.
Although we have also produced content in-house, we can feel the depth of experience that Human Science Co., Ltd. has gained from working with many client companies.
Their responses to our small opinions, proposals, and questions or concerns that arise when we make requests or give instructions make us think, "They are professionals. It was good to ask the experts."
We are working on production tasks with a very tight schedule, but we are relieved that we have been able to release our content as planned.
In addition to having writers and instructors on site, we have been greatly supported by Human Science Co., Ltd.'s overall capabilities, including the launch of our new website. We cannot thank them enough.
We hope to continue creating content that will make our customers happy with the support of Human Science Co., Ltd. in the world of content.
