Scale the onboarding experience and reduce customer support load.
Build a scalable process to produce and maintain educational content that accurately reflect current platform functionalities.
Maintain operational efficiency with a lean team.
Outdated Video Content: DC’s library consisted of 160 videos, most of which were 5 to 10 years old and no longer accurate.
Time-Consuming Content Creation: Traditional video production was resource-intensive. They were only able to create 1 to 2 new videos per month. At that pace updating their entire library would take several years.
Scalability: As the platform evolved, there was a need for a scalable solution to content creation that didn't require significant increases in team size or resources.
“I know from experience that you can only rapidly scale a SaaS company, when you have top notch onboarding training content for new customers.
The huge library of videos that had been built was completely out-of-date when I joined, and there was no sustainable maintenance process at all. So that was a major headache for me.”
– Benjamin Udink ten Cate, DC’s Head of Product.
In just the first month after DC adopted Record Once for their video creation, they replaced 20% of their entire video library with their existing team. It also eliminated preparation time such as script writing, because now they can just start recording a video, and tweak and improve it several times within minutes.
“Now that we have Record Once, it takes just 15 minutes to recreate an existing video, or 45 minutes for a completely new one. And each video has a text guide automatically, without any additional work. It’s an absolute game changer.”
Content Revitalization: DC prioritized updating their entire video library, focusing on creating content that accurately represented their current platform’s features.
Operational Efficiency: The enabled DC to rapidly recreate their entire library of tutorials, without expanding their team, or hiring an outside agency.
Engagement and Education: Videos were created with a pragmatic approach, aiming to offer clear, concise instructions and information to users.
Updated Video Library: DC successfully updated their video content to reflect the latest functionalities of their platform, enhancing the accuracy and relevance of their support materials.
Increased Content Production: The adoption of Record Once allowed DC to increase their video output significantly, improving their capacity to support and educate customers without additional hires.
Cost Efficiency: By utilizing a more efficient content creation tool, DC managed to keep operational costs low while still producing high-quality educational content for their users.
DC’s integration of Record Once into their content strategy effectively addressed their challenges of outdated instructional content and the need for scalable solutions. The tool’s efficiency and ease of use enabled DC to update their entire onboarding library. That in turn enhances customer support, all while maintaining a lean operational structure, positioning them for future growth and scalability.