Digital.ai Scales Product Education for Customers with Instruqt’s Immersive, Hands-on Training
Customer Overview
Digital.ai (a merger of CollabNet VersionOne, XebiaLabs, and Arxan) is an industry-leading technology company dedicated to helping enterprises automate software delivery workflows across complex technology environments. The company’s AI-powered DevSecOps platform automates software releases, improves mobile application testing and security, and provides insights across the software lifecycle.
Headquartered in Raleigh, North Carolina, Digital.ai empowers large enterprises like American Express, Cisco, Delta, and FedEx to embrace AI responsibly, reduce software-related risk, and amplify developer productivity.
Challenge
Digital.ai initially provided product education to customers’ IT teams by traveling globally for live classroom training. The training ran on virtual machines distributed via USB drives and installed on company-sanctioned laptops. This process generated technical challenges, with laptops blocking VirtualBox from running the virtual machine or being unable to install Java. Setting up the customers’ laptops for the training took about two or three hours, which caused frustration and inefficiency.
The company knew it needed a better solution to both improve the experience and scale to meet the needs of its growing customer base. Instruqt approached Ben Hählen, Digital.ai’s Director of Customer Success, with a better solution.
Solution
Digital.ai transformed their once cumbersome and inefficient training by employing Instruqt’s key features:
- Virtual lab training - The company’s customer success team reached more customers more efficiently by using Instruqt’s powerful browser-based platform, reducing constraints in time, cost, and logistics associated with in-person training.
- High-quality training with instant feedback - Digital.ai achieved its goals to provide high-quality customer training with Instruqt’s hands-on, interactive lab experience that allows the user to learn by doing in a sandbox environment.
- Self-paced or instructor-led training - Using Instruqt, Digital.ai had the flexibility to offer both instructor-led and self-paced modules to meet the needs of each IT team. Instruqt also allowed instructors to create bite-sized modules presented with clear instructions, allowing customers to adjust their training to fit their busy schedules.
Results
By adopting Instruqt to transform its hands-on customer training, Digital.ai achieved efficiency gains with a 97% decrease in setup time and 100% reduced friction with browser-based training. Additionally, Digital.ai saw improved customer engagement with a 93% average customer retention rate and 100% customer satisfaction.
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