FirstService’s Staff is Provided With an Engaging and Accessible LMS Platform

FirstService Residential is a residential property management company in North America that manages residential properties in 23 states and across Canada.

Summary:

FirstService Residential transitioned from live in-person training to a hybrid model, saving money while expanding their training offerings. Since the roll-out of the program, HR and trainer leaders have seen a dramatic improvement in performance as well as the ability for managers and directs to gain access to progress reports. Training leaders are beginning to expand their repertoire of custom content to fit specific market needs. Additionally, their field members are creating content based on their own experiences and sharing it with the larger organization.

Challenge:

FirstService property managers and support staff regularly deal with delicate and complex property owner and tenant issues, including ongoing maintenance, water leaks, fire inspections, and evolving city regulations for properties. Their staff must be well-trained to handle these situations with the utmost professionalism and tact. Not only did FirstService need an on-demand digital program to help its dispersed workforce deal with specific issues as they arise and as building guidelines and local regulations change, it had recently acquired 21 property management companies along with an expanded workforce of 15,000 new hires who needed to be trained on standard processes and procedures. LEARN MORE

Solution:

After wireframing their ideal solution and seeking vendors to help them solve their challenges, FirstService Residential selected the leading corporate Learning Management System, Adobe Captivate Prime, to host all of their content. They chose Captivate Prime for its manager dashboard tracking, simple administration of LMS, and ability to track instructor lead training attendance using its mobile app with a QR code. They liked the robust functionality that Captivate Prime provided, particularly the fluidic player. FirstService also turned to CoSo Cloud to enhance Captivate Prime. Since their user base wasn’t especially tech-savvy, they didn’t want a separate environment or login experience. LEARN MORE

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