How Prosci Created a Digital Customer Experience in 7 Languages

See how Prosci created a unified digital experience, launching multiple products in 7 languages for 5k+ users located in 30+ countries worldwide.

A Closer Look at Prosci

Founded in 1994, Prosci is the global leader in change management and the provider of choice for 80% of Fortune 100 companies. Their most popular offering is a 3-day training program that educates attendees on change management best practices based on Prosci’s extensive research. Prosci’s unique products for more than 5,400 users in over 30 countries globally.

The Challenge: Creating a Digital Experience for Change Management

While Prosci’s change management knowledge was extensive, the tools and training programs offered needed to deliver a robust, engaging, personalized experience for customers. For years, preparation materials and client exercises were PDFs or spreadsheets. However, these tools weren’t interactive or consistent with the high level of expertise they provided clients.

Recognizing the need, Prosci set out to develop a scalable, user-friendly platform that would allow Prosci to build a truly personalized experience for its customers. The platform would need to integrate into the company’s Salesforce CRM and provide a 360-degree view of its customers. To accomplish the objectives, Prosci turned to LaunchPad Lab, a preferred Salesforce partner, to help build the new system.

The Approach: Mapping Out Plans for a Set of Digital Change Management Solutions

To kick off the process, LaunchPad Lab facilitated a Blueprint Workshop to identify technical specs, align priorities, and map out the plans for the solution. Prosci needed a full digital transformation of its suite of tools with the core objective of building a scalable, user-friendly, platform for users. The requirements for the project included:

  • A user-friendly, personalized platform
  • A suite of products to help Prosci scale the business
  • Features that delivered the right content to the right people at the right time
  • A dashboard of powerful reporting tools to understand customer statistics, such as retention and engagement to help elevate transactions into long-term relationships
  • All of the tools needed to integrate into the Salesforce CRM seamlessly

LaunchPad Lab’s cross-functional experts, including UX/UI designers, engineers, and product managers, leveraged agile principles to ship the product to market. The team used a dual-track scrum methodology with two-week sprints for the build and biweekly demos with the Prosci team. Having this real-time customer feedback also helped ensure we stayed on budget and on time.

In 2020, the pandemic led Prosci to shift in-person certification sessions to a digital format and added two new products to the scope of work:

  1. A Research Hub to digitize a bi-annual report.
  2. A Knowledge Hub for learning materials and programs.

The scope of work has continued to expand and innovate, specifically leveraging the advancement of AI for enhancing the Knowledge Hub and building a net new product, Kaiya.

The Solution: Building a Digital Customer Experience for Change Management

The resulting suite of products enabled Prosci’s team to create an entirely new customer experience. In addition to launching a complete set of new tools, all of their products were directly integrated with Salesforce, making it possible for Prosci’s team to have full visibility into how customers engage with products and which tools were a source of recurring revenue.

Introducing the Hub Solution Suite

All of the products are housed in a central Hub Solution Suite. From here, users can access the elements they are scheduled to use, whether they are trainers or participants. Below are the various components in the newly created suite of products.

The Research Hub gives users access to decades worth of best practices, lessons, and insights from thousands of global change management leaders.

The Knowledge Hub helps customers learn and understand the key concepts around change management, allowing them to build new skills with access to content for specific training programs or learning experiences. We extended to include a global search and AI summary feature, pulling information across all platforms.

Kaiya leverages OpenAI, aggregating all of Prosci’s research, training, guides, blog posts, webinars, and other content to create a change practitioner assistant. It’s research and data-backed, using their IP to provide a robust experience for users.

Prework is where users go to complete the required work before attending the 3-day program training and preview other courses/methodologies. Each user’s status is available in Salesforce for the Prosci team to track and ensure the coursework runs smoothly.

Proxima guides participants through the Prosci Methodology and houses the change management projects the user has created or is involved in. It also houses the majority of digital content and interactive tools to assess risk, build communication plans, and check in on project timelines.

The Instructor Hub facilitates guidance and materials for instructors delivering training programs. The application follows global delivery standards, offering a universal experience for instructors and participants.

Our Stack

A Peak Under the Hood: Technology

Prosci’s applications needed a lot of complex components that would work in a seamless way to produce an app that was easy to use while being very powerful.

  • PostgresSQL

    We used PostgresSQL, an open source data store, to create the object-relational database system to provide data management and performance stability. This relational database was the foundation of the transformation and used to tie all of the pieces together.

  • Ruby on Rails

    Ruby on Rails is a web application framework used to build a complete web application that provides standard conventions to increase team efficiency with a quick turnaround.

  • React.JS

    React.JS allows for the creation of rich end-user experience with reusable components that interact with multiple apps. This is what we used to create a consistent look and functionality across different apps.

  • Heroku & Heroku Connect

    Heroku is a cloud application that provides a way to create an amazing self-service app on a minimal budget. We can easily tune, add, or remove servers to meet performance requirements. It also has enterprise level security to simplify the incorporation of add-ons and plug-ins. Heroku also allows for real-time syncing with Salesforce.

  • Contentful

    This headless CMS is one of the tools that we use to store and translate content, and for Prosci it was used to create the specific experiences they wanted. We retained full control over the front end to ensure that the app continues to run smoothly.

  • Mixpanel

    Mixpanel is the SaaS product market leader for analytics. It is easy to implement and report generation starts once implementation is finished. It has a natural crawl, walk, run approach to assist with analyzing the data to streamline the decision-making process.

  • ElasticSearch

    ElasticSearch is an incredibly robust search and analytics engine that is remarkably developer friendly. ElasticSearch centrally stores your data for lightning fast search and scalability.

The Results: Accelerating Global Adoption and User Engagement for Prosci’s Change Management Solutions

Prosci digitally transformed its entire organization and re-imagined its approach to product management. The agile methods used helped ship products to market in just three months. Six weeks post-launch, Proxima and Knowledge Hub was translated into four languages—English, French, Japanese, and Chinese—and was used in over 30 countries by more than 10,000 users. In the first year after the launch, Prosci’s team unlocked an additional 4 languages for Proxima and Knowledge Hub—Portuguese, Spanish, Polish, and German—with plans to continue expanding globally.

The simplified and improved experience has improved the ratio of support volume driven by monthly annual users. Since, usage has grown substantially along with the business – while balancing the need to deliver consistent support and reduce the spend. The data speaks for itself, resulting in:

✔ 10K monthly annual users (MAU)

✔ Global adoption in 3 months of launch

✔ New ARR c/o Kaiya

✔ 2.5 x renewal rate  

Reach Out

Ready to Build Something Great?

Partner with us to develop technology to grow your business.