For nearly 20 years, Kodiak Solutions (formerly part of Crowe LLP) has been a trusted partner to health system finance leaders, helping them build stronger, more financially sustainable organizations. With a mission to simplify complex business problems through innovative technology, data, and industry expertise, Kodiak empowers finance, revenue cycle, and compliance teams to free up resources and reduce risk. As Kodiak’s customer base continued to grow, they recognized the need for a more scalable and effective way to educate their customers.
Challenge: How to Scale Asynchronous Learning
When Preston Kelly joined Kodiak as Director of Education, he was responsible for building a customer education program that could offer scalable, asynchronous learning. At the time, Kodiak was using a Learning Management System (LMS) inherited from its previous structure as part of Crowe LLP, which was only suited to internal employee education. It was noticeably too complex and inefficient to conduct customer-focused learning at scale. Preston needed a solution that could grow alongside Kodiak’s expanding customer base and enhance the overall learning experience for customers.
Solution: Intellum’s Intuitive Platform
Preston set out with a clear vision for what Kodiak needed:
- An intuitive platform that customers could easily navigate
- Support for various content formats (e.g., text-based, SCORM)
- Robust features like certification programs, E-commerce capabilities, and live course registration
- The ability to scale efficiently while maintaining a focus on customer satisfaction and product adoption
“During our search, we were focused on finding a solution that guaranteed a seamless, end-to-end user experience—something with an intuitive interface, making it easy for customers to learn and use,” Preston explained. “We also wanted a partner that shared best practices and offered thought leadership in customer education. That’s when we discovered Intellum; and in no other fancy way than a Google search.”
“I love that Intellum streamlines the learner’s experience, while giving us the power to deliver high impact educational programs.” - Preston Kelly
Preston quickly saw that Intellum’s platform offered everything Kodiak needed. Its built-in assessments and customizable learning paths allowed Kodiak to design tailored educational experiences for diverse audiences, and the ability to restrict content to specific groups provided flexibility for both internal and external learning needs. Intellum became a solution that not only addressed Kodiak’s current needs, but also had the capacity to grow alongside the company.
Results: A Transformed Approach
By choosing Intellum, Kodiak transformed its approach to customer education. The platform now supports learning content at every stage of the customer journey, from onboarding to advanced certification. This shift has allowed Kodiak to launch a scalable certification program, despite being in the midst of a major brand overhaul, that ensures consistency across its diverse product offerings.
The impact of Intellum’s platform has been clear. With 900 learners enrolled in the education programs Kodiak offers, and 180 certification holders, survey feedback shows a strong correlation between customers completing educational content and their product usage rates. This success has enabled Kodiak to scale its educational offerings without needing to significantly increase staff. The platform’s flexibility has also empowered Kodiak to seamlessly manage customer onboarding, product adoption, and continuous education—all while maintaining a personalized experience for each user.
Kodiak can now measure the direct impact of training on product adoption and customer satisfaction. This ability to track and analyze education’s influence on key metrics like time-to-value has laid the groundwork for future growth. Looking ahead, Kodiak plans to expand its curriculum offerings, further enhancing the customer experience and cementing education as a key driver of success.