Iodine Software Empowers Its Customers With Human-first Customer Education Strategy

Iodine Software helps healthcare organizations improve the management of care delivery and realize the full value of the care they provide. Iodine needed a way to build and scale their customer education (CE) program to make it more effective—particularly to support healthcare professionals in learning and adapting their software for better patient outcomes. Leveraging Gainsight, Iodine Software transformed their customer education approach by creating a dynamic learning ecosystem that integrated Human-First learning strategies and empowered users through on-demand courses, interactive tools, and community engagement. The enhanced educational program significantly improved software adoption and user confidence.

As a provider of sophisticated healthcare software solutions, Iodine Software needed to ensure that users not only understood the functionalities of their product, but could also leverage them to enhance clinical documentation and improve operational efficiencies in healthcare settings.

Before they implemented a digital customer education program, they took a more traditional approach to customer education that included overly detailed and technical user guides and hands-on training from clinical experts and Customer Success Managers (CSMs).

Training wasn’t meeting the needs of modern learners who expected quick access to easily digestible information. This resulted in poor learner engagement and retention, ultimately impacting customer satisfaction and product utilization. Additionally, this approach required significant time investment both from Iodine’s staff and their customers, leading to inefficiencies and a less scalable training model.

Recognizing these challenges, Iodine turned to Gainsight with the goal of transforming their customer education approach to align with the current digital lifestyles and the specific needs of its users. The company sought a solution that could offer a more dynamic, inclusive, and effective learning environment, moving away from the rigid and generic training approaches of the past. Gainsight’s CE (Customer Education) platform presented a dual focus on administrative efficiency and customer-centric learning experiences, offering the flexibility, interactivity, and personalization that Iodine needed.

This shift was crucial for Iodine, as the team aimed to scale their CE program to empower customers to achieve better outcomes through a Human-First strategy and a robust learning ecosystem tailored to the real-world applications of their software in healthcare settings.

Training and education for such complex products requires more than just traditional learning management systems (LMS), which often emphasize administrative efficiency over engaging and learner-centric experiences.

As an existing Gainsight Customer Success (CS) customer, Iodine Software was already familiar with Gainsight’s suite of customer success solutions, which made integrating Gainsight’s LMS, Gainsight CE a smooth and logical step. This addition enabled them to build on their existing tools and data, simplifying the launch of their customer education strategy and program.

Iodine Software had a strategy in mind and just needed the right partner to help them execute it. The strategy was three-fold:

1. Create a learning ecosystem instead of offering disconnected training materials.
2. Empower its customers to act more independently, instead of solely relying on CSMs and clinical experts.
3. Take a Human-First approach to learning.

Create a Learning Ecosystem

By incorporating Gainsight CE,  Iodine has started to build a vibrant learning ecosystem that can’t be offered by any other LMS. What Gainsight offered was to build out Iodine’s vision of a true learning ecosystem so they could offer their customers a more engaging and learner-friendly experience. As Robin Raye, Director of Customer Education at Iodine put it, “We build content in a learning ecosystem so the learner can quickly find the right content in their moment of need.”

This newly formed ecosystem included a variety of educational tools designed to cater specifically to the needs of healthcare professionals. Features like in-app guidance so that customers could easily navigate the complex product independently, interactive e-learning modules so that customers could acquire the necessary skills and knowledge to succeed, and eventually a user forum so that customers can engage with peers for support and best practices were all woven into the daily workflow. These adjustments made learning an integral part of the user experience. This approach made education both more accessible and directly applicable to users’ daily tasks.

The addition of Gainsight CE allowed for education to be embedded right within the software, greatly reducing the learning curve and enabling users to master the software more swiftly. In partnership with Gainsight, the Iodine team built the ecosystem to be adaptive, using feedback and engagement metrics from users to continually refine and evolve it. This approach ensured the learning ecosystem stayed relevant and effective in meeting the needs of the healthcare industry. This dynamic adaptability helped keep the educational content impactful, boosting user confidence and proficiency.

Empower Customers

Iodine Software recognized the crucial need to empower its customers to achieve their desired outcomes without solely relying on clinical experts and CSMs.

By integrating Gainsight CE into their strategy, Iodine crafted personalized learning paths that matched the unique needs and goals of each user. This tailored approach helped users get exactly what they needed from their training, making it easier for them to apply what they learned directly to their roles in healthcare. Raye highlighted the impact, saying, “Empowering our customers to reach their outcomes not only enhances their capability but also drives our product’s adoption and success.”

Customers could explore real-life applications of their training and uncover new insights, empowering them to make the most of Iodine’s software and achieve better results in their work.

Human-First Learning

Embracing Gainsight CE allowed Iodine Software to infuse their customer education program with a Human-First approach. This method centers on creating learning experiences that engage and connect with users on a personal level and thinking about your customers as humans and their human instincts and behaviors above all else.

By designing training that appeals to individual learning styles and preferences, Iodine made learning not just effective, but enjoyable. Users are more involved and better connected to the material, making their educational journey feel more relevant and less of a chore.

The implementation of Gainsight CE at Iodine Software has been transformative, with tangible business results that showcase the success of their digital customer education program. A key outcome has been a significant increase in course completion rates, a direct result of Gainsight’s easy-to-use interface encouraging engagement and improving the effectiveness of the content provided. During onboarding, the average course completion rate for Iodine customers is 91%.

Raye emphasized, “The most important metric in customer education is adoption.” Reflecting this priority, Iodine has seen an impactful increase in software adoption rates, with preliminary figures suggesting an increase in user engagement. In fact, Iodine exceeded engagement goals by 14% when onboarding new customers.

Iodine had high engagement aspirations during the three-months pilot of their academy’s launch. They tracked both activation (% of learners who activated/started their course(s) in the month they were enrolled) and completion rates (% of learners who completed their course). With a target activation rate of over 85% and target completion rate of over 90%, they were happy to exceed both targets by 14% and 1%, respectively, reaching a 97% activation rate and 91% completion rate at the end of the pilot. This indicates that customers were eager and thirsty to use on-demand learning tools to onboard and learn about their newly purchased product.

Iodine’s Customer Satisfaction Score (CSAT) also improved as a result of adopting Gainsight CE. During the three-month pilot, Iodine achieved a CSAT score of 83%, exceeding the their target by 4%.

Furthermore, the integration of Gainsight CE has led to measurable improvements in user proficiency and operational efficiency. This progress is crucial in the high-stakes environment of healthcare, where efficiency and accuracy directly impact patient outcomes. Feedback mechanisms within the Gainsight platform have enabled ongoing refinement of training modules, ensuring they evolve in step with user needs and industry trends. This dynamic approach has boosted customer satisfaction, evidenced by enhanced support ratings and positive user feedback, which reinforce the value of Iodine’s investment in a customer-centric educational strategy.

Looking ahead, Iodine plans to enhance its customer education offerings by introducing more interactive and on-demand resources within their learning ecosystem. Additionally, it will be expanding its customer hub with Gainsight CC (Customer Communities) to ramp up its community capabilities so customers can interact, share experiences, and learn from each other.

The addition of Gainsight CC to its learning ecosystem will enable  peer-to-peer learning which is incredibly valuable in healthcare, where collaboration can directly impact patient care. The enhanced community will not only support users in mastering the software, but also help them thrive in their roles, boosting their confidence and competence. It’s a win-win: Users grow more proficient, and the learning itself becomes a supportive, engaging part of their daily work.