“Our customers have constant staff turnover. The academy means a new front-desk hire can get up to speed on their own, and our support team gets to focus on the hard problems.”
Case study · Lumen Health Systems
Lumen Health Systems launches a white-label academy that keeps clinic staff current on every release.
A practice-management software vendor turned its help center into a branded customer academy, with an in-product AI tutor answering clinic staff questions and certification signals feeding customer success.
Illustrative example
This story is an illustrative composite of a typical Nucleus OS deployment. Lumen Health Systems is a fictional company, and the people, quotes, and figures are representative examples rather than results from a named customer.
- Industry
- Healthcare technology
- Size
- 600 employees
- Region
- North America
- Solution
- Customer Education
Lumen Health Systems
- to launch a branded academy from existing documentation
- 3 weeks
- to launch a branded academy from existing documentation
- fewer how-to support tickets from trained clinics
- 22%
- fewer how-to support tickets from trained clinics
- clinic staff certified in the first six months
- 4,000+
- clinic staff certified in the first six months
Illustrative figures representative of similar deployments.
The challenge
What Lumen Health Systems was up against.
Lumen sells to thousands of independent clinics, where front-desk and billing staff turn over often. Every new hire at a clinic meant another round of basic how-to tickets for Lumen's support team.
Training lived in webinars and PDF guides that fell out of date with each monthly release. Customer success had no visibility into which accounts had trained their staff, so low adoption showed up only at renewal time.
Lumen wanted an academy under its own brand and domain, with no extra login for clinic staff.
The approach
How they used Nucleus OS.
Rollout
From kickoff to business as usual.
- 01Week 1
Academy generated
Courses drafted from the help center and branded with Lumen's colors and domain.
- 02Week 2
Reviewed
Product and support teams reviewed content and the tutor's answers for accuracy.
- 03Week 3
Launched in-product
Clinic staff got access through SSO from inside the Lumen app.
- 04Every release
Kept current
Release notes flow into affected lessons and the tutor's knowledge.
Results
What changed.
- Trained clinics file noticeably fewer how-to tickets than untrained ones.
- Academy content stays in step with monthly releases without an agency.
- Customer success sees training health alongside usage for every account.
- Clinic staff learn inside the product they use every day, with no extra login.
Related
More stories.
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