Jack Henry & Associates provides technology solutions such as payment processing for the financial services industry, with technology support and training as part of its offering. With over 100 products across three divisions, the company has no shortage of training materials—enough to overwhelm customers and employees.
Before turning to Cornerstone, Jack Henry’s training materials were not standardized across products or divisions, leading to inconsistencies in the learning experience. To centralize training, the company implemented Cornerstone Learning for employee training and Cornerstone Extended Enterprise for customer-facing learning.
Turning Training into Revenue and Improved Customer Experiences
The impact of introducing Cornerstone’s technology was far-reaching, according to Vicki Ferdig, education services director at Jack Henry, because it not only improved the learning experience for employees through better organization of assets, but also drove massive financial growth and transformed customer experience.
With Cornerstone, Jack Henry has expanded its business model. Now, in addition to a training subscription and individual training units, the company also offers a training program via Cornerstone Extended Enterprise, called Jack Henry University. Thanks to this new avenue for reselling its learning content, since 2010, Jack Henry has grown its training-for-profit business from $500,000 to $3 million. While gaining new customers has contributed to this growth, Cornerstone Extended Enterprise has played a pivotal role.
The customer experience also improved. "Prior to Cornerstone, we didn’t like our customers receiving inconsistent training. For one product, they learned about it one way. For another product, there was a whole other process. This is one of the biggest challenges that we’ve overcome with Cornerstone Extended Enterprise," Ferdig says.
The Future of Learning
As Jack Henry continues to iterate its training offerings, Ferdig says the company plans to make them more personalized for users. In the past, when Jack Henry customers logged into Jack Henry University, they saw all available training across products, even if they were only using one. Now, the company is using the platform to create user profiles so that customers can quickly access the training that is applicable to them based on the products they use, further streamlining content that was once disorganized and tough to navigate.
"We’ve had some big accomplishments that we wouldn’t have without Cornerstone," Ferdig says.
To learn more about how Jack Henry is using Cornerstone Learning and Extended Enterprise, read the full case study.
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