Software Help System

A large real estate listing service recognized that new realtors were waiting up to two weeks for classroom training on the online search tool, delaying how quickly they could provide value to their clients and start earning commissions. In addition, experienced realtors were using only a small portion of the online search functionality and were not leveraging the power of the system. Further, improved search engine functionalities needed to be introduced to thousands of agents as quickly as possible.

The listing service decided to launch a web-based training (WBT) to provide instructions on how to use the full array of search functions to thousands of realtors using their service. Benefits would include increased member satisfaction and efficiency, faster mastery of skills, improved value for their membership, reduced expense for the listing service through a reduced number of calls and e-mails to the service's help desk.

Many of members were novice computer users. The system needed to be useful to both new and experienced realtors without adding a layer of complexity to daily tasks. There would be frequent updates so the client wanted to narrate the program themselves to facilitate low-cost modifications. In addition, the training was being developed in parallel with the company's internal software development cycle, so they could be released at the same time.

Planet developed a just-in-time help tool that members could use to learn all the search functions of the system. Learners would spend from 2 to 20 minutes using the tool depending on their current level of understanding of the search functions. The program was narrated by the client to provide easy-to-understand tips for using the system.

The client finds the web-based training "far surpasses anything they could have done on their own". They are accelerating plans to secure funding for additional modules to increase member value and further improve internal efficiencies.