Cegid Ekon is a Cegid solution, a leading global provider of cloud-based business management solutions for finance (treasury, tax, ERP), HR (payroll, talent management), professional offices, retail and entrepreneurs, with presence in Spain and Portugal.
Cegid Ekon ERP is a cloud-based enterprise management software that enables businesses to improve their efficiency by automating their business processes. Cegid Ekon ERP comes complete with a Virtual Campus that allows Cegid Ekon user organizations to train and deepen their knowledge of the software. This allows them to improve their own work and get the most out of their ERP solution.
The challenge
Full integration and automation of Ekon ERP
Cegid Ekon began its transformation process 8 years ago due to its need to gravitate towards e-learning training. Previously, clients had to travel to the company's facilities for training, but the company saw the need to reach more clients and more of the general public, while reducing logistical and administrative costs.
The technology company had worked with Moodle, to which they added some plugins to expand the development of the training tool, but it was not satisfactory in light of the project they were looking for. At Cegid Ekon they were interested in a platform where the whole community could contribute, where flexibility was real, where they could add plugins, modify designs freely and bet on Open Source. They wanted to have a much more dynamic tool, automate repetitive processes and integrate them into their ERP.
Universal training, lowering support incidents and improving customer satisfaction
Cegid Ekon's goal in terms of training was to reach all its employees, customers and partners, because its philosophy has always been that training should be universal. As far as the company's staff is concerned, the key idea was that if an employee is not well trained on its solutions, the customer will not be well trained either. So employee and partner training is essential.
Another challenge faced by Cegid Ekon was to lower the number of support incidents. A better-trained customer will have fewer doubts when it comes to solving issues related to the program and will therefore need less help from Support, thus reducing the number of incidents and increasing customer satisfaction.
Our proposal
Tailor-made training and customer autonomy
A Virtual Campus with a complete program of training plans, courses, tests and certifications. Learning is not only oriented to customers or partners, but all employees of the company must complete basic user training, and perform department specific instruction. This certification is necessary to be able to properly sell the solution or to resolve support tickets.
We have worked on an integration of Cegid Ekon's ERP with durability in mind. Fully integrated with your product, customers themselves can register, and they themselves can offer training to users of your team. In this way, when a customer registers, either in the customer portal or in the Campus, they are automatically assigned a manager, which is the same as the one defined by the customer in the customer portal.
Totara Engage integration with your ERP to give contextual help to your customers
A very technical blog was transformed into a dynamic solution in which more than 800 specific articles have already been published to help users.
When a customer accesses a work form and has a question, he/she goes to the assistance icon and after clicking on it, the application displays a list of course activities and community articles related to that screen. In this way, if the employee has a question, he no longer has to go to the Campus, but rather, from the product form itself and in a contextualized manner, specific information is offered so that he can solve his question easily and quickly.
From there, by clicking on the link of the activity or article, you can access the Campus, without the need to repeat login credentials, so the help is instantaneous and specifically designed for the student.
The results
Cegid Virtual Campus has managed to reduce customer incidents by 15% annually
Currently, Cegid Virtual Campus has more than 2,000 active users, 70% of whom are customers, 20% are employees and the remaining 10% are Cegid Ekon employees. To date, Cegid Virtual Campus has 30 accredited training courses, which demonstrates the usefulness of these instructional formulas.
The platform has been implemented in Spain and for the past year and a half in the Portuguese market, so the training is designed in two languages, Spanish and Portuguese. In the Portuguese market, Portuguese customers and partners have received the software very well and now regularly use the Campus for training and to resolve doubts about the Cegid Ekon software.
In the first and second year of implementation of the Cegid Virtual Campus, we were able to reduce customer incidents by 15% per year. Currently, thanks to the design and philosophy of the training plans, the impact is not as great as in the past, because all operators are adequately trained.
Cegid Ekon has considered excellence in learning to be key to the development of its business. So much so that training itself has become an important selling point for Cegid Ekon, both for salespeople and consultants, as they offer a more complete service by including Cegid Ekon's training programs as an extra incentive, encouraging customers to use these training plans as a way to save costs, update themselves and add value to their own business projects.
Talent Acquisition Training: Cegid Acceleration Program
Cegid Ekon has recently launched a program to recruit new talent, Cegid Acceleration Program, this program was born from the need detected in its partners for personnel with Cegid Ekon knowledge. This training offers training and certification in technical consulting for Cegid Ekon products and modules.
The goal of this new program is to introduce customers and partners to people trained in Cegid Ekon products, while providing a job opportunity for young people who have just graduated from university or vocational training in the field of technical consulting. At the end of the program, these students are accredited as Cegid Ekon consultants, and their profile becomes available to partners and Cegid's own human resources department. This recently implemented formula has already yielded practical results, and at least three Cegid Ekon partners have recruited staff following this recruitment program.
"A trained customer knows the product better, causes fewer incidents and is a happier customer at work. So much so that training itself is one of the product's value propositions, both for salespeople and consultants, as they offer a more complete service."
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