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LEARNING DELIVERY
TRAINING CREATION
KNOWLEDGE BASE
LEARNING DELIVERY
TRAINING CREATION
KNOWLEDGE BASE
Company size: 60+
Industry: Customer support software (SaaS)
Industry: Customer support software (SaaS)
The challenge
Make training scalable without a dedicated L&D team
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Complex productWithout a deep understanding of the platform, an employee can't run a demo or close a deal - No instructional designer or structured training processThe company has no L&D department — HR and department heads handle training on top of their core responsibilities
- Knowledge walks out the doorTraining happened through meetings, presentations, and live walkthroughs, and none of it was documented anywhere
Scaling product knowledge
In the customer support industry, product knowledge directly impacts the quality of client interactions, and for a SaaS company with a technically complex solution, structured training is essential. As the company grew, so did the sales, customer success, and technical support teams, but knowledge stayed in people's heads, scattered across presentations and live meetings. Creating training materials took more time than it was worth, and onboarding new hires was left to HR and department heads.
That's when the company started looking for a platform that could centralize knowledge, speed up onboarding, and bring structure to training.
The solution
With Evolve, the company built a centralized training system on a single platform
The team created 17 courses for 3 departments without a single instructional designer on staff:
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Onboarding for all new hiresFrom accounting to senior management, a single starting point for everyone - Training programs by departmentFor sales, customer success, and technical support — each department with its own set of courses
- 21-day onboarding trackFor sales reps, with a step-by-step daily plan and a final assessment
- Product knowledge coursesAbout the company, products and services, target audience and successful use cases
- Solution sellingA sales methodology tailored to the company's product
- Client communication guidelinesResponse standards, tone of voice, and assessments for support teams
The HR team started with basic courses for the client-facing department. Next, they uploaded existing internal files and presentations to Evolve and converted them into a full onboarding course directly on the platform.
From that point on, HR started building courses independently, and the library grew quickly from there. For a company without an L&D department, this was a game-changer: HR now had a tool that let them build training themselves and scale it across the entire company.
- x2faster onboarding and training for new hires
- 21 dayonboarding track for sales reps
- 17+ coursesfor 3 departments created on Evolve without involving instructional designers
- Product and quality training for support teamsThe company started by creating foundational courses on product knowledge and internal quality standards, giving managers a consistent way to assess knowledge and track progress.
- Company-wide onboarding from existing knowledgeExisting documentation and knowledge base content were converted into a structured onboarding course. Today, every new hire completes the same onboarding experience and has a single place to access company processes, policies, and key information.
- Client communication standardsThe company centralized communication guidelines, response standards, and customer interaction best practices in Evolve. Assessments were added to validate understanding, first for support teams and later for customer success.
- Product knowledgeA dedicated learning track covering the product, its use cases, customers, and market context. This gave new hires a consistent foundation regardless of their prior experience.
- Sales enablementYears of sales expertise, customer insights, and successful account strategies were captured and converted into structured learning. Sales teams could learn faster and revisit key topics whenever needed.
- Continuous course developmentThe learning system evolved over time. HR identified knowledge gaps through conversations and assessments, then created new courses in Evolve to address emerging needs.
Impact on the business
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2x faster onboardingEvery new hire follows a structured learning path with clear milestones, deadlines, and assessments — reducing onboarding time and ensuring consistent knowledge transfer. - Less time spent on trainingTraining moved from one-on-one sessions to the platform, freeing HR and managers to focus on higher-value work.
- Full visibility into progressHR can track completion, assessment results, and learning progress in real time, making it easy to identify gaps and provide support.
- Faster hiring decisionsLearning activity and assessment results help identify low-engagement or poor-fit hires earlier in the onboarding process.
- Knowledge stays in the businessProcesses, best practices, and expertise are documented and accessible, reducing dependency on individual employees.
- A scalable learning systemNew training can be created quickly as needs emerge, allowing the organization to continuously address knowledge gaps and support growth.
See what your training could look like
Bring a document, presentation, or existing training material. We'll show you how Evolve turns it into structured onboarding, product training, assessments, and learning paths in minutes.
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