<  Back

302 Measure ROI & Impact: The Journey of an SaaS Company

1:45 PM - 2:45 PM ET
Monday, November 7

Tracks: Strategies

Showing customers the value of their purchases quickly is essential for the success of an SaaS company; customers will churn when they don’t see the value of the product they purchased. And learning leaders are often asked to show that their training is providing results and saving the company money. Scalable product education solutions are a key to providing this value in an engaging, relevant, and easy-to-access way.

In this session, we will explore the successful development journey of one SaaS company’s learning program, providing you with key wins (and some cautionary tales) on the path to customer education success. ROI and business impact are not difficult to measure with the right tools in place! Join us as we explore the creation of a training program from the ground up. You’ll hear about the first attempt at implementation, some key takeaways, and renewed attempts at program implementation with a new LMS. You will learn how this learning program decreased time to onboard by 30%, saved approximately $150,000 in 1:1 learning costs per year, and decreased support tickets by 28%—at the same time the customer base increased by 27%. You’ll leave this session with key takeaways about measuring ROI, making learning relevant to learners, and using technology to automate your processes so that your training program runs like a well-oiled machine.

In this session, you will learn:

  • How to use technology to automate processes
  • How to measure program impact in dollars
  • How to use technology to ensure that learning is relevant
  • Key things to think about when assessing an LMS

Patty Costley

Director of Learning & Development


Patty Costley is the director of learning and development for PowerDMS. Patty began her training career working in veterinary medicine and developed a passion for learning and development. In that role, she was a two-time winner of the “Field Trainer of the Year” award. In her current role, she is the creator and LMS administrator for PowerDMS University, which provides training for both internal and external customers, and manages a team of instructional designers, training specialists, and content writers. She is passionate about developing fun, impactful learning programs that are carefully created to maximize learning and retention.