The problem
A leading SaaS platform provider needed to create a consistent and effective upskilling experience for its reseller partners. The SaaS platform is highly configurable, with 50+ modules to choose from, and no-code customisations available within each module.
Reseller partners are industry experts, consultants or service providers that deliver complementary services or products to customers. These partners both deliver and support SaaS platform provider products and are required to have in-depth product knowledge.
While the SaaS platform provider had extensive training content, feedback from partners was that the current training approach was not fit for purpose as it was ad hoc, admin process centric, time consuming, inconsistent and lacked suitable guidance or depth.
Without a clear roadmap, reseller partners struggled to understand the process end-to-end, access the right resources and align with best practices, impacting implementation efficiency and customer success.
Our solution
We designed and delivered a structured partner learning experience by developing a reseller partner upskilling program that could be scaled across all modules.
Our approach included:
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Running a pilot: Rather than try to tackle all 50+ modules at once, we selected three standard modules, to serve as a roadmap for all other modules.
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Collaborative design workshops: We conducted two workshops to map the implementation process, design a learning toolkit, and create a structured learning path.
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Content curation and optimisation: We reviewed and updated existing content to minimise new content development costs while ensuring relevance and clarity.
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New collateral development: We identified gaps in existing resources and collaborated with Subject Matter Experts (SMEs) to develop necessary materials.
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Comprehensive toolkit: We created a suite of tools and templates for partners to use at key stages of the implementation process.
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Structured learning path: We aligned instructional content with the toolkit, ensuring partners had clear, actionable guidance on how to use the tool or template and therefore execute that part of the implementation process.
The outcome
The pilot project delivered significant improvements, including:
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A fully mapped partner implementation process for the first time, providing clear guidance and consistency.
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Identification of 10 process improvement opportunities, enhancing efficiency and partner effectiveness.
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Creation of a dedicated partner learning hub, housing the toolkit and learning path on a special webpage for easy access.
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Cost-effective implementation, leveraging existing resources and internal SMEs, guided by our expertise.
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By establishing a structured learning framework, the SaaS provider now empowers its partners with the tools and knowledge they need to implement successfully, improving both partner performance and customer outcomes.