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Does this sound like your company?
Your customer success teams recreate the same content to answer the same questions asked by every new client.
You try to solve training problems with headcount (your number one cost).
You don’t have great educational content, just guides and FAQs.
You push out a new feature to clients and hope they understand its value.
The quality of your training doesn't match the caliber of your product.
Your client success team has a wildly varying degree of baseline knowledge.
Your success team spends lots of time trying to:
- Schedule “kickoff calls” with clients who have no time.
Get meetings with clients to figure out if they understand the software.
Schedule ad hoc trainings.
If so, then you have a problem!
Renewals are make or break in the first 30 days. Clients that successfully complete training will adopt at a higher rate and be less of a drain on your client success team.
But how do you make sure your clients get trained, and trained well, within that time period?
First, stop throwing people at the problem.
Your number one cost center is people. Your trainers can only train so many clients in a day.
So then how do you lower the ongoing maintenance of a client?
FAQs, decks and webinars aren't doing enough.
Clients don't want to search through FAQs.
Decks take forever to make.
Webinars are labor intensive and not engaging or helpful when watched later.
Stop training ad hoc and enable your clients to train themselves when they want.
What's the solution?
Clients want a video training library that they can reference and consume when they want, where they want, with absolutely no drain on your team's resources. That means:
A customer onboarding library comprised of human centered, short-form training videos.
Videos that announce product updates and train clients on the changes.
Update videos announcing what's coming this quarter and why it matters.
With a training program you can entirely change how your team operates. You'll be able to:
- Require that clients watch training videos prior to getting a login which will increase completion and adoption.
Know which of your clients are actually watching your videos.
Understand who is at risk and what to do about it.
- Start automating the way you hold your clients accountable.
Your customer experience is going to differentiate you more than your product. And if the quality of your training videos doesn't match the caliber of your product, you are letting your clients down.
A voiceover video or a simple screenshare isn't enough.
You need to replicate the experience and attention the client would receive from an in person training.
That means putting somebody on camera who can communicate that message to your audience in a way that they will remember it.
Education + Results = Retention
Don’t spend time asking your clients if they’ve read your documents, if they understand the software, of if they have time for a meeting.
Put a video training in front of your client and you will know when they’ve completed it.
Then your team can focus more time on increasing the caliber and length of their relationship with you.
How Vibrant Motion can help
We bring effective, SaaS training video production to you.
We start with an in person planning meeting to discuss the needs and scope of your business.
If you aren't sure what you need, we will do a discovery process with your leadership, team and clients to figure out the best fit.
By the end of the process you will have
A completed script for training videos created in collaboration with Vibrant Motion.
Completed highly polished training videos that are easily updatable over time
A package of initial training video content and then a regular cadence of updates.
Training videos delivered in short form, resonant versions.
So about those hundreds of thousands of dollars?
Let's say you have a team of 10 success managers.
And let's say they make (on average) a $70K salary.
Not including lunch or vacation they work 35 hours a week.
50 weeks a year.
That is 1,750 working hours in a year.
$70,000 divided by 1,750 hours = $40.
That means you pay each person $40 an hour
If each person on your team of ten spends one hour a day training their clients that is 50 hours a week.
50 hours X 50 weeks = 2,500 hours.
2,500 hours a year you could spend growing your client relationships. You are basically wasting the efforts of an entire full time person.
2,500 hours X $40 an hour = $100,000.
That means you are spending $100,000 a year minimum you spend doing the same thing over and over again when it could be done with video.
That's a conservative estimate just based off of time spent training.
How much time does your team spend each week scheduling and delivering kickoff calls?
Answering questions that could be handled by sending a simple video link?
If each person spends 2 hours a day doing repetitive work for their clients...
100 hours a week
5,000 hours a year.
$200,000 a year minimum
You would need to hire 3 people to replace that efficiency loss.
What would your team do with an extra 50 hours a week?
How Vibrant Motion works.
There are several different ways that you can start to build out your video training library.
One Time Project
Ideal for smaller SaaS companies that do limited releases and update their platform infrequently.
- One in person kick off
- Two virtual content review meetings
- One day - 8 Hours
- 4 Hours on camera
- 4 Hour software screen capture
- One day - 8 Hours
- Finished Videos
- One week of editing
- Up to 30 minutes of completed videos (roughly 10 three minute videos)
Tier One - 3 Month Contract
Ideal for small to midsize SaaS companies that are just starting to build out their training library and are increasing the pace at which they grow.
One day of prep per month
One day of filming per month - 8 Hours
One week of editing per month
Up to 30 minutes of completed videos per month (roughly 10 three minute videos)
Tier Two - 6 Month Contract
Ideal for midsize SaaS companies that have a set release schedule and a training library that needs updating on a regular timeline.
One day of prep per month
One day of filming per month
One week of editing per month
Up to 40 minutes of completed videos per month
Tier Three - 9 Month Contract
Ideal for midsize to large SaaS companies that have a frequent release schedule and a training library that needs updating on a variable timeline.
9 days of prep over contracted 9 month period
9 days of filming over contracted 9 month period
9 weeks of editing per year
Up to 9 hours (540 minutes) of completed videos per year
Tier Four - 12 Month Contract
Ideal for mid to large SaaS companies that have a frequent release schedule and a wealth of training and update videos they need to create on a flexible timeline.
12 days of prep over contracted 12 month period
12 days of filming over contracted 12 month period
12 weeks of editing per year
Up to 10 hours (600 minutes) of completed videos per year
No matter what package you choose, we then hold on to your project files for one full year after the completion of your project for any updates.
Updates done during the course of your contract are included with your contract price.
Updates done after your contract can be purchased a la carte or as a package of updates.
Other providers will do one and done leaving you without an option for updates when your software inevetibly changes. That’s not sustainable.
We will set you up for success from the beginning.
What does this all mean?
The larger your client success team becomes, the harder it is to make sure everybody has the same baseline knowledge.
Creating a video training allows you to be targeted and extremely specific with your resources.
No matter the size of your client or the value of their contract with you, you need to be able to deliver them dedicated training services. Doing that with a new person for each client is outrageously expensive and not feasible. Doing it with video is extremely cost effective.
The days of pushing out a new feature and hoping clients understand it's value are over.
Tell your client what is coming.
Tell them why it's important.
Demonstrate how the feature works.
This is the only way clients will be likely to continue to use the feature deep into the future.
Which means they will become loyal fans of your software and renew their contract when the time comes.
Clients typically only do what they know how to do and what is easiest.
Change that by requiring your clients to complete a video course before they can get their software login.
Completion and adoption will be much higher.
And adoption is key.
You have a 30-60 day window to make an impact. Your attention span as a customer after that goes down dramatically.
If the client adopts your software then they are more likely to stick.
And more likely to return.
And more likely to refer you.
Vibrant Motion was started by a former training manager of of Buddy Media and Salesforce.com.
During his time at those companies this training manager performed hundreds of trainings for clients all around the world.
Often times he would do the exact same one-hour training, back to back, eight hours in a row, for eight different clients.
While he loved training, the days often left him exhausted with barely enough time to focus on his other job responsibilities.
As training roles and responsibilities shifted, he watched his colleagues experience the same fatigue he felt.
Instead of maintaining and growing relationships those colleagues were delivering the same info over and over again.
We understand how important it is for your clients to feel comfortable with your software.
Perhaps you have a training team dedicated to this task, or maybe you have a success team. Either way, it can be challenging to scale the service you offer to meet the needs of your growing client base.
After years of software training and years of video production, Vibrant Motion found itself uniquely positioned to offer a service tremendously lacking across the SaaS market.
SkilledUp Case Study
SkilledUp was looking to create a sales course for their email marketing campaign including a sales magnet to help drive email sign ups.
They came to Vibrant Motion and we worked with them to create the structure of the lead magnet, the content it would include, and finally produced and filmed the entire project.
The project was a success and they returned to Vibrant Motion for a strategy and plan on creating a regular video series.
The end result was 16 weeks and over 50 videos across a wide swath of topics including an outtakes reel at the end of every month to showcase the personality of the company. The project helped give exposure to their contributors as well as fill a gap in the online education market.
“Working with Vibrant Motion over the past 10 months, I’ve seen them handle every aspect of video production with grace and ease. I cannot recommend Vibrant Motion more highly for any video project!”
— Kat, SkilledUp
If you've heard enough and are curious how we work, reach out to us so we can hear about the challenges of your business and how we might be able to help you.
Or if you want to see other types of projects we've done take a look over here.